Daniel F. Email & Phone Number

Chicago, Illinois, United States

Team Management: Orchestrate collaboration among internal teams (including Support, mobile development, and front-end development) to establish robust connections with the backend systems we manage.Interconnect Maintenance: Focused on optimizing inter-connectivity between services and Cisco BroadWorks and OrecX call recording back ends.Queue Management.

Advanced UCaaS Responsibilities: - Managed UCaaS (Unified Communications as a Service) infrastructure, including call routing, system optimization, and capacity planning. - Collaborated with cross-functional teams to enhance UCaaS services.Technical Proficiency and Leadership:- Demonstrated expertise in UCaaS technologies, such as SIP, BroadWorks APIs, and.

Phoenix, Arizona Area

Advanced Responsibilities: Trusted with more in depth system troubleshooting and maintenance. More direct role in repairing critical incidents. Technical Expertise: Developed proficiency in the interconnection between the BroadWorks nodes, created python and bash scripts for better tracking statistics and monitoring, and was included in after hours rotation.

Phoenix, Arizona Area

Collaborated with cross-functional teams to research, troubleshoot, and maintain the VoIP core infrastructure.Conducted weekly statistical analysis and system monitoring to ensure optimal performance and availability.Acted as the direct liaison between our Tier 2 support and core engineering teams, providing seamless communication and efficient issue.

Scottsdale, AZ

Tasked with the duty of resolving issues that have been previously addressed by a tier 1 support agent without resolution. In addition, to work with carriers and engineers to address larger scale, advanced, and system issues. Create and analyze packet captures to diagnose any signaling out of RFC standards that could result in failure Address issues that.

During my time at J-Curve I was a support agent for multiple contracts at the same time. Most were VoIP on either BroadWorks or Cisco Call Manager, but I also did support for Geocaching, Vudu Movies, and the Lytro Camera.Responsibilities on each of the contracts included billing, networking, NOC monitoring, account provisioning, and troubleshooting.I was.

Walked customers through general home networking support while keeping them relaxed even though their product wasn’t working. During these interactions adhered to strict metrics and documented all activities.  Cross Trained in 2 lines of business within 4 months Always adhered to weekly as well as monthly metrics  Received several 100% call adherence.

General store maintenance; organization, cleaning, theft control, and sales. Also helped customers with delicate matters and situations while maintaining a non-biased outlook or opinion. Developed an ability to read and approach shy customers. Active listening to find what a customer is looking for  Suggestive sales for products that complemented other.