• Design Fiber CWDM and DWDM transportation using Granite software for business customers and Carriers.• Utilize CCNA skills to verify Network configurations and troubleshoot as needed.• Serve as quality assurance by verifying and validating all information on carrier and fiber Construction Jobs.• Use Salesforce to track, monitor and progress jobs.

• Acted as both a Project Manager and Voice Application Engineer during this time. Project Manager • Acted as a Project Manager for new implementation projects, leading a team of Voice and Network Engineers to successfully plan and implement Voice and Network upgrades or installations for Enterprise customers. • Host meetings with other Engineers and Enterprise Customers for Voice and Data design discoveries. • Manage new implementation projects scaling from small to large (200+ end users, multiple sites) and spearhead any potential issues as well as identifying risks associated with new implementations or upgrades of services. • Demonstrate ownership of project lifecycle from planning to post-implementation support. • On day(s) of install, manage all resources to install equipment, activate services, train end users and test services. Voice Application Engineer • Acted as the Voice Application Engineer to discover, plan and implement VoIP solutions for Enterprise customers. ranging from small to large multi-site projects. • Install, configure, and troubleshoot VoIP equipment including but not limited to: Polycom, Cisco, Yealink and Algo devices. • Coordinate with onsite technicians to successfully install and troubleshoot services. • Serve as subject matter expert on VoIP technologies. • Train business customers on the new VoIP phone system. • Train and support new team members.

• Provide advanced Tier 2 technical support for post-implementation Enterprise customers for VoIP and Network services. • WAN and LAN troubleshooting• Experience in troubleshooting Juniper, Alcatel, Cisco, SD-WAN, VPN and Firewall issues. • Utilize CCNA certification to identify and resolve circuit, router or switch related issues.• Coordinate with underlying carriers to resolve circuit related issues.• Coordinate with Enterprise Customers and IT resources to resolve WAN/LAN related issues. • Utilize network monitoring tools such as EM7 to proactively identify latency or connectivity issues

• Call center experience with a focus on customer communication and problem resolution.• Developed strong technical foundation.• Provided technical assistance for Enterprise customer requests & incidents for all business products relating to VoIP, SD-WAN, NaaS, DNS, UCaaS and email.• Support Managed products and services such as, but not limited to, VoIP, SD-WAN, NaaS, DNS, UCaaS, Email.• Use remote access to perform troubleshooting when needed.• Document detailed ticket activity using Salesforce and Smartsheet.• Utilize network monitoring tools such as EM7 to proactively create trouble tickets for investigation. • Train new employees, explain protocols clearly & efficiently.