Experience

• 

  Digium, Inc

  • San Diego, Ca.

  • Technical Support

    • Jun 2012 - Feb 2014
    • San Diego, Ca.

    1. Provided technical assistance in support of Digium Switchvox PBX Systems.2 .Utilized VPN tool to access/connect to clients server remotely to troubleshoot issues associated to, but not limited to, installation and configuration of VOIP, Analog, and PRI connections. Used diagnostic tools such as Packet Captures for SIP issues and PRI Debug for T1/PRI connections.3. Used Wireshark(software) for pcap analysis.4. Used Salesforce ticketing system to document case information and to obtain relevant information regarding clients account.5. Utilized the Knowledge Base to assist with troubleshooting customers issues as well as contributing by adding articles that would assist tech's internally as well as customers who access this Knowledge Base through the Digium website.

• 

  Time Warner Cable

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Field Service Tech III/Residential

    • Jun 2005 - Aug 2011

    Responsible for the installation, troubleshooting, service and repair of residential services such as cable TV, internet and VOIP telephone service.Utilized various hand tools, coaxial cable, ladders and diagnostic equipment to analyze, service and repair various problems encountered.Updated clients on the corrective actions taken and also recommended possible updates to their current service and applied any changes that the client indicated they wanted.Assisted other tech's as directed.

  • Technical Support Representative II

    • Jul 2005 - Aug 2007

    • Inbound call center: responded quickly and effectively to request from customers with regard to video, voice and high speed internet problems.• Assisted supervisor in responding to escalated customer issues.• Working knowledge of computer operating systems such as Win 9x, 2K, XP, and Mac OS.• Extremely adapt with PC hardware and software configuration, modem configuration and installation, computer networking, Internet browsers, Internet E-mail applications, cabling and installation, hubs, routers, networking devices, FTP, Telnet, DNS, NAT, email server configuration, and LAN/WAN configuration.• Trained junior Technical Support Agents and assisted with proper troubleshooting procedures, the use of software diagnostic tools, and basic procedures in a classroom setting.

• 

  Ardiant Corp.

  • San Diego, Ca.

  • Technical Support Representative

    • Sep 2003 - Jul 2005
    • San Diego, Ca.

    • In-bound call center: provided telephone technical support on Dlink home networking products.• Responsible for assisting customers with the installation and configuration of Dlink products such as wireless routers, wireless network cards for desktop and laptop computers, repeaters, access points, wireless print servers and internet cameras.• Demonstrated proficiency in basic computer skills, web-based applications, and flexibility in learning new systems, processing and scripts.• Knowledgeable of 802.11 WiFi protocol and networking.• Proficient with the use of TCP/IP, Ethernet Networking and LAN hardware.• Proficient in troubleshooting hardware relative to networking issues.• Assisted with training new-hires and familiarizing them with proper troubleshooting policy and procedures.