Bill Tillman Email and Phone Number

• Subject matter expert, supporting all functional Operations teams with the embedded Voice Switching Network. Includes all Microsoft Metaswitch VoIP infrastructure, applications, related protocols and terminating equipment providing TDM and IP based Voice Services (Hosted Voice, Auto Attendant/IVR, Call Center Agent, SIP Trunking, PRI, POTS, etc.) delivered on the Lightpath Fiber Optic Network.• Provides fourth-tier support in the evaluation, diagnosis, troubleshooting and repair of complex VoIP Softswitch Infrastructure and related service impairments and outages• Performs all upgrades, migrations and preventative maintenances on production equipment within the Lighpath voice network, out-of-hours when necessary• Interacts with upstream trunking and SIP Peering partners, both internally and externally• Participates in cross-functional teams in the development and evaluation of complex solutions; involved in both pre- and post-sales development activities as necessary

• Responsible for second level fault isolation and resolution in an MSO NOC environment supporting ITSP infrastructures including PRIs, SIP Trunks, hosted voice deployments and POTS lines. • Extensive experience with softswitch/call feature server/ session border controller (Metaswitch, Broadsoft M6, Oracle SBC) and PSTN troubleshooting (SIP, H.323, Q.931, ISDN) • Remotely supports a VOIP network comprised of a wide range of voice, routing and transport device manufacturers, including: Adtran, Cisco, Ingate, Aspen/NSN, Tellabs, RAD, MRV. Performs analysis of TCP/IP, SIP, UDP, H.323 and ISDN protocols via packet captures and device CLI/debugging.• When needed, collaborates across departmental groups including; Level 1 Support, Engineering, Field Service, Provisioning and Sales to resolve complex client issues and requests. Participates in meetings with upper management to provide expertise regarding processes and procedures.• Works with system administrators, vendors and end users to troubleshoot PBX equipment and system wide abnormalities, perform needs analysis and assist with test and turn-ups of new circuits. • Covers out of hours stand-by shifts to address critical service outage alarms and perform maintenance.• Designs user call flows to client specifications utilizing incoming call manager rule sets, time of day/scheduling agents, auto attendants and SIP phone profile customization. • Maintains thorough and detailed documentation of each case for future review as needed and adheres to a strict service level agreement for each case severity level; out of service, service affecting and administrative requests.

• Surveillance of the Cablevision “Optimum” network of products (television, internet, and voice) for customer-affecting issues.• Through the analysis and reporting of call volume trends, declare local and system-wide outages .• Escalate outages and impairments to the appropriate network management groups and track through resolution.• Tier III troubleshooting of issues escalated from the Technical Support Group, for all Cablevision residential and business class products. • Monitored and balanced Customer Care and Technical Support Call Center flows during periods of high call volume, using skill based routing.