Amanda Downing Email & Phone Number

In my current role as a Tier II VoIP tech, I work in a tiered support structure encompassing all connectivity, call quality, dial tone, and call routing issues, and end-user feature support, for established and newly installed service. A tremendous amount of technology, skill, creative thinking and complex problem-solving with many teams is required. A small amount of insanity is a necessity. High-fives are optional, but preferred.-Vendor support requiring basic knowledge and understanding of different types of customer owned networking and phone equipment. In a perfect world, all pieces of the network connect and align without a problem. In the telecom world, accomplishing this requires good communication between the customer, vendor, account teams, provider support labs and repair engineers. On some occasions, crossed fingers and magic dust must be applied.-Where there is VoIP, there will also be a variety of other managed services, all of which are delivered over many different types of transport. Supporting VoIP products requires effective troubleshooting of their means of delivery as well as other services that may be involved in the network structure. Umbrella services include Next-Gen Data and MPLS products, covering routing, latency, packet loss, connectivity, and configuration issues.-Transport/Facilities for delivery include T1, T3, DS1, DS3, MLPPP, NxT, EoC, EoS, on and off-net Ethernet, up to 1G service.-Equipment/services utilizing: ▪OSI & TCP/IP model fundamentals▪IP Addressing & Network Services (DHCP, Telnet, SSH, NTP)▪LAN Switching, Routers/Routing▪Audio codecs▪Broadworks Application Server▪Sonus PSX9000, GSX6000, Software version 8.9.4▪Adtran IAD 6xx and 9xx Series▪Adtran Netvanta 8xx, TA5000▪Hatteras 4000N▪AES▪Ciena 311v▪Juniper MCR e960, CLR 1440▪Cisco IAD 24xx, 28xx, 29xx, ASR1001▪Cisco CSR▪Broadsoft▪Polycomm 3xx, 4xx, and 5xx, Soundstation 6000 and 7000▪Cisco SPA▪CAS▪SS7▪PSTN▪PSAP▪SIP▪H.323▪MGCP

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  National Repair Technician Ii, Voip

  Xo Communications

  2009 - Present - Saginaw, Michigan Area

  Tier 2 Technical Support for XO's Small Business, Mid-Market, Enterprise, Strategic National, Carrier, and Wholesale customers. Supported products in this role include VOIP PRI and MGCP, SIP, eSIP, Retail SIP, Hosted PBX, Wholesale SIP, and IP Origination and Termination. Additional functions include support for XO's Next-Generation product base, which includes services such as DIA, MPLS, BGP, and managed services.Previous roles at XO include tiered technical support for Hosting services, Carrier repair, as well as Retention for the Small Business segment.

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  Delta College

  Associate Of Science, Information Technology, Nt