VoIP Infrastructure Engineer

• Feb 2022 - Present

Senior Technician of Customer Activations – Voice/VoIP/SIP

• May 2012 - Feb 2022

• Member of Complex Customer Operations Implementation Team (CCOIT). • Responsible for Provisioning, Deployment and Maintenance on SIP and Enterprise SIP solutions. • Coordinate SIP-SBC services remote testing activities with field operations, business partners, customers and customer IP-PBX Vendors. • Interface with adjacent teams to support Data/Voice products and encourage cross team knowledge and solutions. • Able to communicate using both high and low level terminologies to convey information to a wide range of customer demographic. • Performed Beta and Interop testing for multiple PBX platforms (Shoretel/Mitel 3300). • Maintained at minimum Exceeds status on all reviews. Far Exceeds achieved at end of year 2014. Show less

Activation Support Specialist

• May 2012 - Feb 2022

Network Engineer

• May 2007 - May 2012

• Maintained the overall integrity of Broadvox's Enterprise SIP platform while working in a team oriented atmosphere. • Isolated and resolved a wide array of customer issues with a very strong emphasis on SIP signaling and end user education. • Assisted vendors with a wide variety of equipment installs including (Panasonic, Toshiba, Samsung, Microsoft Lync/OCS, Avaya, Cisco, Mitel, etc).• Maintained quality documentation while utilizing a variety of integrated customer interaction tools (Sugar CRM, Best practical Request Tracker).• Off hours/after-hours/on-call rotation. Show less

Network Operations Center Supervisor

• Jun 2009 - Jul 2010

• Supervised Network Operations staff to ensure that the integrity of wholesale traffic performance was maximized at all times. • Acted as initial and immediate point of escalation for Network Operations technicians. • Provided training and educational backing for newer as well as seasoned technicians. • Developed and implemented routine maintenance and monitoring strategies for NOC team to ensure proper functionality of equipment under constant stress.

Network Operations Center Technician

• May 2007 - Jun 2009

• Maintained health and integrity of nationwide voice over IP network. • Performed a variety of troubleshooting and monitoring procedures on a daily basis while insuring maximum stability and customer satisfaction. • Functioned and communicated directly with higher level engineering staff on escalation based troubleshooting strategies. • Built and maintained customer accounts on various pieces of border control equipment.• Monitored network status attentively based on action/reaction oriented logic. • Obtained and provided ticket status from customer and vendor contacts. Show less