Tier 2 VOIP engineer Resume

SUMMARY:

Motivated hard worker seeking to advance my technical skills with a growing technology company.
I’m a fast learner who thrives on meeting individual and team goals and I love to acquire knowledge to solve problems for myself, my team and my customers.

TECHNICAL SKILLS:

Skills: Windows OSes, Microsoft Office Applications, Cisco, Broadsoft, Remedy, Siebel

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 VOIP engineer

Responsibilities:

Technical support for business customers voice, data, and applications as part of a inbound call center and outbound call team. Supported access types included T1, Ethernet over Copper, Fiber. Voice network included Cisco voice CPE (analog, PRI, CAS and SIP), Cloud - based FreePBX, and Total Cloud Phone System all implemented on a Broadsoft and Sonus network. Also preformed fixes on Juniper, Adtran, and Cisco devices to resolve voice and data problems.

Confidential

Tier1 Tech Support, Tier 1.5 Offline Team, Tech Support Lead

Responsibilities:

Technical support for business customers’ voice, data and applications as part of an inbound call team and then an outbound call team. Supported access types included T1, Ethernet over Copper, Fiber. Voice network included Cisco voice CPE (analog, PRI, CAS and SIP), Cloud-based FreePBX, and Total Cloud Phone System all implemented on a Broadsoft and Sonus network. Applications included Hosted Microsoft Exchange and Confidential -branded Secure Backup (Mozy) and Secure Desktop (F-Secure).
As team lead, provided and day-to-day support for inbound Tier1 call teams supporting the above products, performed “quick fixes” which required system access and tools not available to Tier1 techs and worked with platform support teams during outages to provide front-line data so they could confirm the scope of the issue and confirm fixes. Was also responsible for supervisor escalation calls.

Confidential

Business Technical Support Rep

Responsibilities:

Manage technical issues in an inbound call center to troubleshoot data, phone, TV, and applications that are provided by Confidential . Achieved productivity goals each month with the department.