Experience

Symbio

• Australia
• Software Development
• 200 - 300 Employee

• Senior Customer Service Engineer

  • Aug 2009 - Present

  • The configuration and provisioning of both inbound and outbound voice traffic for our customers and carriers. • New account provisioning, which includes the provisioning of the actor itself and set up monitoring. • The configuration and provisioning of both inbound and outbound SMS traffic for our virtual mobile customers. • Number assignment/provisioning which can include GEO, SPECIAL, ITFS, INTERNATIONAL GEO, manual override/pre-select services. • Creating/updating customer’s routing which can include routing to SIP trunks, Hunt groups, Time of Day, GEO-routes, off-net/on net diversions, ISN provisioning, changing routes, call barring etc. • Troubleshooting voice connection issues. • Troubleshooting voice audio issues including and not limited to • Troubleshooting packet loss issues. • Troubleshooting fax/T.38 issues. • Identifying and defending toll fraud. • Investigating law enforcement requests, unwelcome calls, scam calls. • API provisioning and troubleshooting. • Creating/updating customer rate plans both Voice and SMS rates. • Creating CDR’s which includes backdating, generating and updating FTP details. • Linux - Investigating/analysing system logs and SIP/RTP logs and updating tables via virtual machines, VoIP monitor, pcaps, Wireshark etc. • Mysql – Creating database queries to search/report data and implement changes such as updating tables and call rates. • Conducting after-hours change requests e.g. firewall reloads including updating IP’s for customers entice, sonar apache, API access, rate plan updates. • IPND management and error correction. • Migrations and projects (both internal and customer facing) • After-hours emergency support • Reporting - loss prevention for Finance and BDM’s (monthly, ad-hoc.) Show less