Adam Johnson Email & Phone Number

Handled technical troubleshooting within an enterprise environment, including VoIP sip errors, routing/network issues and T1 Voice and Data circuit monitoring. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.Offered technical installation, configuration and trouble resolution services to small-to-medium businesses and enterprise businesses. Troubleshoot VoIP routing issues, Checking CDRs for SIP Error codes, and completing routing changes/Route Advancing. Handles various ticketing, and tracking duties for our clients. Monitors T1 circuits, for Voice and Data services. Worked with Elastix, to manage VoIP services and features. Complex problem escalation to vendors, partners or system escalations as needed, corrective action by hardware & software system changes, tracking status of open incidents, providing status information to management, entering root-cause analysis into Knowledge Bases systems, and requesting North American laboratory testing procedures.Open NMS Alerts, Performance and other hardware monitoring.

LNP, DSL/Networking, Soft switch, Ip voice/data systemsReviewing and providing analysis of diagnostic test to determine trouble type and possible scenarios for solutions.Maintenance of Cisco BTS Soft Switch, Cisco EPROM, provisioning DSL/VOIP accounts, Radius server, and Pop3 Servers, Microsoft Exchange Server management.Tier 2 Tech support, Local Number Portability, Order Management for LEC processing (Verizon, AT&T, Bellsouth, Qwest)Trained staff on use of new programs. Developed procedures for training guides, as floor coordinator. Monitored After call work, hold times, and yearly call trends for staffing managementPorted Numbers, SOA/NPAC, and Maintained CNAM/LIDB Database records for CID/Emergency services.

Atmore, Alabama

Provided Technical Support and Troubleshooting for POTS lines. Handled PUC complaints, and researched CSRs, Order History and other information for legal reasons. Submitted change orders, New Installs, Transfer of service, LNP, CNAM , and more. Preformed testing, and dispatch for line issues, or service impacting issues. Worked with many vendors ordering submission systems , Qwest, Bellsouth, Verizon\West, SBC, and more.Worked escalated and high priority issues.