Devin Ashe Email & Phone Number

Halifax, Canada Area

Part of a team responsible for Eastlink's nationwide telephone network from routine maintenance, assisting with large customer installs, to resolving complex customer or inter-carrier related problems. Experience with Ribbon Communications' C20, SP2K, DMS, G6, G9, SST, translations, Application Server, Genview Provisioning/Portals, Converged Intelligent Messaging (CIM), General Media Server(GMS) SBC Core, SBC Edge with Microsoft Teams Direct Routing.

Manage 14 Tier2 Technical Support agentsInterview, hire, and onboard new Tier2 agentsPerform biannual staff performance reviewsQuality monitoring of Tier2 support calls to ensure expected performance is being metBiweekly one on one coaching sessions with Tier2 RepresentativesReview and analyze daily, weekly, and monthly call data to ensure staff KPI are being met Assist with the development and continuous improvement of troubleshooting flows for both Tier1, and Tier2 Technical SupportMonitor and maintain service levelsAssist with the development of a new escalation tracking system to ensure prompt customer follow-up on escalated issues

High level technical support of Eastlink products including internet, cable television, telephone, rural wireless internet, and home automation. A supervisor role providing support to peers and previous levels of support including training. Prime contact for hosted DNS and web services.

Technical support for internet, cable, and telephone service.

Build, repair, and sell computers, laptop, and components.