Experience

Broadsmart, Inc. (Acquired by Ooma)

• Telecommunications
• 1 - 100 Employee

• Voip Technical Support Specialist

  • Sep 2016 - Present

  Tier 1 Tech Associate • Configure Voip phones like Polycom, Cisco and Yealink • Process move, changes, and disconnect. (MACD) • Troubleshoot phones with end user. • Escalate tickets to TIER II for outages, call qualities and equipment malfunctions. • Creating call center, hunt groups and auto attendants in the Broadsoft portal • Conduct end user training on Phones, Call Center and Receptionist consoles Tier 1 Tech Associate • Configure Voip phones like Polycom, Cisco and Yealink • Process move, changes, and disconnect. (MACD) • Troubleshoot phones with end user. • Escalate tickets to TIER II for outages, call qualities and equipment malfunctions. • Creating call center, hunt groups and auto attendants in the Broadsoft portal • Conduct end user training on Phones, Call Center and Receptionist consoles



Hotwire Communications Ltd

• United States
• Telecommunications
• 700 & Above Employee

• Technical Support

  • Jun 2008 - Sep 2016

  • Provided technical support for telephone, CATV, and Internet services • Resolve customer questions or problems via telephone and e-mail in areas of billing system and product functionality • Directed unsolved technical issues to appropriate departments and personnel • Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers • Provided technical support for telephone, CATV, and Internet services • Resolve customer questions or problems via telephone and e-mail in areas of billing system and product functionality • Directed unsolved technical issues to appropriate departments and personnel • Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Telecommunication Technician

  • Jun 2003 - May 2008

  • Took corrective action when alarms or outages occurred • Maintained 5ess central office switch, hardware and software • Reviewed change management (mop). • Escalated problems to upper management, addressing trouble reports, analyzing and diagnosing problems • Performed proactive maintenance of the optical network • Focal point for restorations • Took corrective action when alarms or outages occurred • Maintained 5ess central office switch, hardware and software • Reviewed change management (mop). • Escalated problems to upper management, addressing trouble reports, analyzing and diagnosing problems • Performed proactive maintenance of the optical network • Focal point for restorations



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Central Office Technician

  • May 1988 - Jun 2003

  • Provisioned and maintained SONET multiplexer (MUX) • Isolated and corrected common problems found in the 5ESS switch translations or network • Maintained voice mail equipment made by Lucent, program call processing mailboxes for large businesses • Interfaced with end customers to resolve CPE, facility or switch Trunk & Line failures • Provided subject matter support to second tier NOCC for trouble ticket resolution • Provisioned and maintained SONET multiplexer (MUX) • Isolated and corrected common problems found in the 5ESS switch translations or network • Maintained voice mail equipment made by Lucent, program call processing mailboxes for large businesses • Interfaced with end customers to resolve CPE, facility or switch Trunk & Line failures • Provided subject matter support to second tier NOCC for trouble ticket resolution