Field Sales Engineer

• Apr 2020 - Present

Senior Technical Support Engineer/IT Lead

• Jun 2018 - Apr 2020

YUC Network LeadOversee IT infrastructure at Yamaha Unified Communications Manage vendor negotiations with regards to pricing and design. Support over 40 users across the country Responsibilities range from desktop support to networking issues Upgraded the PBX within YUC to allow all employees to take advantage of a cloud based system at half the cost of the old traditional TMD deploymentUpgraded YUC network with Meraki AP's and switches YUC Senior VoIP SupportEscalation point for Customer Support with regards to VoIP issues Debug and resolve all VoIP issues for the Yamaha Unified Communications product lines Determine if an issue requires engineering support and write up a detailed bugAdvocate for the customer to get the bug fixed Verify the fix in YUC VoIP lab

Senior Technical Support Engineer

• Nov 2017 - Apr 2020

Senior Technical Support Engineer

• Jun 2006 - Oct 2017

Ongoing support responsibilities:- Troubleshooting/analysis of problems reported by users of my company’s brand- Provide/implement recommendations for problem resolution, including configuration changes, script changes, signaling state machine changes, environment or infrastructure changes, suggestions for changes to test methodologies- Provide and/or implement workarounds to allow the customer to continue testing- Reproduce behaviors/faults reported by customers- Maintain customer contact to ensure that they are aware of the status of their issues- Report product defects or feature requests to the development team- Assist colleagues with complex support issues (a "Tier 3" support role), sometimes taking direct ownership of support issues when the pressures of time and/or customer satisfaction demand direct involvement of experienced support personnel- Acting as a "knowledge base" for other support reps, Professional Services, and Sales personnel- Setup, configuration, and maintenance of Support lab devices, including maintaining existing server configuration, new device or product installation and setup, troubleshooting, and recommendations for new servers and materials- Interview and evaluation of candidates for vacant or new support positions- Create knowledge-base entries for use by customers and colleagues alikeTechnical skills:- highly proficient in VoIP/TDM protocols SIP, H.323, MGCP, ISDN, SS7- skilled analyst of VoIP issues: call completion failures, media problems, poor voice quality- diagnose physical layer issues in telecom and network environments-skilled in company’s proprietary scripting language and VoIP signaling development environment- skilled user of the Microsoft Office suite, other productivity tools such as Visio and OpenOffice

Switch Engineer

• Jul 2003 - Jun 2006

Tier 3 support of Cisco VCO 4k switch. Tier 2 Support of Cisco as5300 GatewayUpgrade IOS on as5300Maintain and provision IP and TDM lines for carrier based telecomMaintain and provision conference bridges for British Telecom's internal conference bridge network

Network Operations Center

• May 1999 - Jul 2003

Provide tier 1 support for worldwide points of presence.Analyze call detail records via iBasis Proprietary Assured Quality Results (AQR) programMaintain point of presence partners gatewaysManage call routing