PROFESSIONAL SUMMARY:

• Strong knowledge of Windows OS and basic knowledge of Unix/Linux OS.
• Working knowledge of DNS and standard propagation times.
• Hosting and FTP troubleshooting and diagnostics.
• SME in troubleshooting SIP (messaging, headers, debugs, caller id’s, RTP, etc).
• Knowledgeable on troubleshooting Cisco, Juniper, AdTran, and Cienna IADs, routers, and switches.
• Experienced in diagnosing SIP and carrier issues with call trace software (Geo Probe, IRIS, Empirix).
• Experienced in a business environment working with MS Office suite (2003, 2007, 2010).
• Basic understanding of databases such as My SQL, MS SQL, MS Access, and Oracle.
• Experience with Metro Ethernet, VLANs, and VPNs.
• 5 years supervisory experience (up to 12 employees).
• Able to work under high volume, pressure, and meet aggressive deadlines with strong analytical and problem - solving skills.

TECHNICAL SUMMARY:

• SIP (messaging, headers, debugs, caller id’s, RTP, etc)
• Multiple BroadSoft platforms, cloud data/phone systems, PBXs, and IP phones
• Geo Probe, IRIS, Empirix
• Packet Capture Programs: Wireshark, Sniffer
• IRIS/Empirix with SIP as well to capture internal call transfer failures
• VoIP Circuits: SIP, PRI, CAS, and enhanced analog
• SIP trunking experience
• Test lab set up experience (demarcation points, PBXs, phones, and routers/switches)
• DSG/DOCSIS experience with cable modems and similar equipment such as set-top boxes.
• MPLS troubleshooting experience with SONET, IP packets, and Ethernet frames.
• Experience diagnosing and resolving/escalating issues related to FCoE (Fiber Channel over Ethernet).
• Metro Ethernet troubleshooting/testing and turn up experience.
• QA testing for VoIP circuits, data transmission, and call quality.

PROFESSIONAL EXPERIENCE:

Confidential

Voice network analyst/Implementation engineer

Responsibilities:

• One of the core team members responsible for launching the MiCloud Office platform.
• Created procedures and guidelines documentation for multiple departments within the MiCloud Office structure.
• Developed routing rules and presence statuses for outbound/inbound call functionality
• Programmed function numbers to route calls according to build specifications
• Helped troubleshoot customer LAN/WAN infrastructure to work with the hardware provided by Mitel.
• Helped handle escalations from customers having issues that needed to be resolved at all levels.
• Main contact for integrations with the Office platform such as Tenfold, Tollring, etc.
• Head technical trainer for internal contacts and customers on the Office platform.
• Developed training and escalation documentation for the Office platform.

Confidential

Technical Analyst

Responsibilities:

• I was in charge of numerous projects and initiatives all focused on the implementation of a SIP platform (UNIFY) across the entire corporate network. UNIFY was to replace the existing Alcatel platform being utilized.
• Moved multiple HP rack servers, SONUS PSX/EMX servers, SBCs, and setup NICE recording servers and software.
• Helped document changes to network equipment, topology, end users, designation, and implementation timeframe.
• Coordinated with multiple vendors to assess implementation plan of action.
• Set up SNMP traps for the CA Spectrum alarm environment to monitor issues with UNIFY and to establish accurate logs and maintenance.
• Drew up diagrams for substations, corporate buildings, support buildings, and technical buildings. Established a deployment pattern for the new platform that maximized efficiency and redundancy.

Confidential

Enterprise Tech Support - Engineer

Responsibilities:

• Responsible for escalated tickets coming from multiple departments such as NASR (routing). ECC (Enterprise Customer Care), NEST (Retention), and CNOC (Network Operations).
• Served as Subject Matter Expert (SME) on SIP for Business Voice Edge Product (hosted VoIP PBX).
• Worked with DOCSIS while troubleshooting cable modems and ARRIS devices and DSG for the occasional set-top box (digital, DVR, etc)
• Responsible for making sure that business customer issues were resolved at our level. Given space to make decisions regarding the best way to solve a customer’s problem.
• Used tools such as Remedy, Telnet, SSH, Scout, Neustar, Watchtower, Edgeview, IRIS, Wireshark, etc.
• Primarily dealt with BVE escalations (Hosted SIP PBX).
• Used IRIS to see where calls had failed and then identified the appropriate SIP messaging and headers to diagnose and resolve the issue.
• Broadsoft was the platform used for all of the SIP and PRI provisioning and services.
• Set up virtual and physical testing labs with demarcation points, phones, and PBX’s for customer troubleshooting within the department.
• Testing and turn up of Metro Ethernet EDI, EPL, and EVPL customers.
• Provisioned customers in CBH towers and tested connectivity with tech on-site at tower location.
• QA testing for SIP voice quality between carriers and customer devices.
• Configured Nexus routing parameters for troubleshooting and patching purposes.

Confidential

SME

Responsibilities:

• Set up testing labs (GUIs, routers, switches, PBXs) to help with troubleshooting Broadsoft and SIP issues for our division.
• Worked with DOCSIS on our cable modems feeding the ADTRANS, JUNIPER devices.
• Coordinated with other carriers in route to diagnose call failure and call quality issues such as RNA w/ false answer supervision, dropped calls, dead air, fast busy, route advances, etc.
• Looked up call detail records and SIP traces to troubleshoot and solve issues with calls not completing and to see which treatment codes were coming back from the far end or our network.
• Set up technical conference bridges for big clients to resolve long standing network issues and topology.
• Used a variety of tools such as Remedy, Vero, native Broadsoft portals, Putty, Secure CRT, etc.
• QA testing for SIP data integrity, call quality, dropped calls, etc.

Confidential

Tier 1 Network Support

Responsibilities:

• Provided inbound technical support for a wide variety of issues ranging from DNS to VoIP (SIP, PRI, CAS, enhanced analog) issues.
• Worked with DOCSIS on various modems bringing in data to the CISCO IADs which were our demarcation points.
• Provided troubleshooting with voice ports, channels and PBX systems.
• Used approximately 30 different tools to find the issues in customer’s internal networks (Empirix for SIP traces, Wireshark for packet captures).
• Used secure CRT every single call to check the status and make changes to our Cisco routers.
• Implemented reflexive ACLs within multiple Cisco IADs.
• QA testing experience with SIP, PRI, CAS, and enhanced analog circuits and trunks.

Confidential

Limitations/Fraud Specialist

Responsibilities:

• Receiving incoming calls from customers who had accounts defrauded.
• Followed processes and used judgment to release holds and monitor risk.
• Provided troubleshooting and fixed processes where needed.
• Helped lead numerous team learns and group stand-ups
• Used a variety of applications such as Compass, Admin Tools, Kana, Attack, Nexus-Lexus, etc.
• Used Cisco IP phones and also had to provide technical support for them as well.

Confidential

Inbound Technical/ Sales Support

Responsibilities:

• Received incoming calls from customers needing technical support for hosting, server, email, smart phone, applications, Domain name/properties, and DNS issues.
• Performed troubleshooting for a variety of issues ranging from Exchange password resets to Zone File errors.
• Used a variety of web-based applications as well as in house applications such as Toolzilla, Reggie, Outlook Tool, etc. CRM was the main interface utilized on every call.
• IP phones were used by some customers via SIP trunking and we helped support their initial set up on their internal network.

Confidential

Operations Support Specialist

Responsibilities:

• Position revolved around hardware and software support for Toshiba, Xerox, Lenovo, and IBM.
• Tickets and Requests consisted of customer issues with invoicing, POs, RMA, System Configurations, and internal application requests.
• Specialized in Remedy, MAX 32, RepTool, SAP, Citrix, and Oracle.