Experience

ConnectMeVoice by Cloudli

• United States
• Telecommunications
• 1 - 100 Employee

• VoIP Technician

  • Aug 2019 - Present

  • Customized Template and phone programing on VoIP Phones • Admin on Yealink, Polycom, Aastra, Grandstream, Fanvil, Sangoma and Snom VoIP phones. • Auto-Provisioning setup, maintenance and troubleshooting. • Customer Account Management for corporations and pharmaceutical companies • Tests and maintain both local VoIP systems in business and large networks • Oversee the installation and management of VoIP networks and devices • Analyze and troubleshoot internal and external… Show more • Customized Template and phone programing on VoIP Phones • Admin on Yealink, Polycom, Aastra, Grandstream, Fanvil, Sangoma and Snom VoIP phones. • Auto-Provisioning setup, maintenance and troubleshooting. • Customer Account Management for corporations and pharmaceutical companies • Tests and maintain both local VoIP systems in business and large networks • Oversee the installation and management of VoIP networks and devices • Analyze and troubleshoot internal and external VOIP issues • Expert level knowledge of VOIP protocols such as SIP, RTP/SRTP • Experience with Session Border Controllers and Voice Gateways • Deep understanding of SIP call flow and can analyze complicated call signaling using packet analyzers Sniffer as well as VoIP Monitor to troubleshoot and resolve Customer issues. • Training end users and technicians on features/services • intrusion detection and prevention. Show less



Verizon

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

• Tech Support/ Help desk

  • Oct 2007 - Feb 2019

  Verizon Answer incoming calls for technical support issues. Working with customers on the telephone to isolate/resolve problems with the equipment at a customer location. Initiating service order corrections and changes Working with Network technicians and engineers to resolve issues Assisting fellow techs to resolve issues in real time.



SICOM

• Denmark
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Representative

  • Jun 2017 - Oct 2017

  Doylestown, Pa Responsible for providing dependable and timely resolution to customer service requests. Calls are to be handled in a professional and efficient manner, following departmental policies and procedures. Individual must be self-motivated, able to multi-task and possess the ability to handle highly technical support call volume. Responsibilities · Resolve customer service requests via established troubleshooting procedures · Perform tasks of Customer Support Representative as needed ·… Show more Responsible for providing dependable and timely resolution to customer service requests. Calls are to be handled in a professional and efficient manner, following departmental policies and procedures. Individual must be self-motivated, able to multi-task and possess the ability to handle highly technical support call volume. Responsibilities · Resolve customer service requests via established troubleshooting procedures · Perform tasks of Customer Support Representative as needed · Maintain knowledge of all products and troubleshooting procedures for assigned team · Provide feedback on service tickets that remain unresolved at end of shift · Follow departmental procedures regarding customer call etiquette and escalations · Cooperate and communicate with other team members to meet departmental goals · Follow all company policies and procedures, including adhering to scheduling and attendance requirements .TCP/IP networking configuration, DHCP, Linux (most important), SQL . remote technical support experience Show less



Vonage

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

• Advanced Tech Support

  • May 2005 - Oct 2007

  Working directly with engineers to solve customer issues and prevent future problems. Beta testing of new products. Calling back Customers to further troubleshoot and create trouble tickets.