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Skills

  • User support
  • Problem resolution
  • Organization
  • Relationship development
  • Monitoring call quality with MOS scoring
  • Disaster recovery planning for voice systems
  • Network VLAN segmentation for voice
  • Call routing and load distribution optimization
  • Cross-network VoIP traffic encryption
  • Estimate generation

Work Experiences

  • Configured call control scripts in Salesforce.
  • Was in charge of the company's telecommunications networks, which included telephones, office equipment, the internet, and cable.
  • Preventive maintenance, backup, and data recovery procedures were developed and implemented by me.
  • Collaborated with users to diagnose and resolve network and device issues, as well as to put in place established technical and procedural solutions.
  • Collaborated with vendors on new feature implementation.
  • Assured zero downtime for business-critical communications.
  • Handle bulk phone imports, phone troubleshooting, and user activations and deactivations.
  • Collaborated with network engineers.
  • User support activities, such as system problems, corrective actions, resolution status, and completed equipment installations, were meticulously documented.
  • Configured multi-tenant VoIP systems in cloud environments.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a consistent 52% decrease in downtime.
  • Achieved a 19% improvement in operational response.
  • Clear understanding of client relations and project management as well as stakeholder engagement training.
  • Certified Voice Engineer with extensive experience working with OSHA, skilled in reducing customer-reported incidents by 70% through precise network troubleshooting.
  • Dedicated Voice Engineer skilled in integrating telecom platforms.
  • To provide exceptional user support, he is gifted in both technical troubleshooting and customer service.
  • Dedicated Voice Engineer skilled in integrating telecom platforms with advanced CRM systems, achieving a 70% improvement in KPI tracking and reporting accuracy.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • A thorough understanding of the wires and cables that are used in category communication networks.

Accomplishments

  • Transitioned a legacy TDM-based PBX system to a modern IP telephony solution, saving the company $2 in annual operational costs.
  • Designed a global telephony solution that supported voice conferencing across 6 international offices, enhancing global communication capabilities.
  • Drove continuous improvement initiatives that decreased the Mean Time to Repair (MTTR) for voice-related incidents by 70%.
  • Authored detailed troubleshooting guides and knowledge base articles for voice communications, improving resolution times for Tier 4 support by 57% minutes/hours.
  • Coordinated the successful migration of 7 users from a traditional PBX to a cloud-based VoIP platform with no business disruptions.
  • Performed a cross-vendor integration of legacy voice and modern VoIP systems, achieving 30% reduction in external consulting fees.
  • Optimized codec selection and call handling policies to reduce bandwidth usage by 63%, while maintaining high call quality.
  • Deployed voice encryption protocols to ensure secure communications between 10 distributed offices, successfully preventing unauthorized wiretapping incidents.
  • Reduced annual telephony costs by $8 through successful renegotiation of SIP trunking contracts.
  • Improved customer satisfaction ratings by 52% through proactive monitoring and resolution of SIP communication issues.

Affiliations

  • Project Management Institute
  • Engagement with the ATM Forum for technological advancements in asynchronous transfer mode (ATM) networking
  • Member of the Society of Communications Technology Consultants International (SCTC) to collaborate with industry leaders
  • Association for Computing Machinery
  • VoIP Network Security Specialist certified by Northwind, focusing on SRTP and encrypted protocols
  • Certified by Cisco in Unified Communications Manager (CUCM) 2023, enabling proficiency in configuration and support
  • Member of the VoIP Security Alliance (VSIP), with a focus on SRTP and TLS protocols
  • Invited speaker on VoIP technologies at the annual Global Telecommunications Conference (GLOBECOM) since 2019
  • Participation in the VoIP Association since 2015, focusing on innovations and industry regulations
  • Active Certified Telecommunications Network Specialist (CTNS) member since 2023

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Juniper Networks Certified Internet Associate (JNCIA-Voice)
  • Certified Network VoIP Professional (CNVP)
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE) Collaboration
  • Certified QoS Professional (CQP) 2020
  • Poly Certified VoIP Specialist

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