E L L E N () J O N E S

E L L E N () J O N E S Email and Phone Number

Principal Technical Support at Essence Voice @
E L L E N () J O N E S's Location
Marietta, Georgia, United States, United States
About E L L E N () J O N E S

To be responsible for building and enhancing a mutually beneficial customer relationshipAassigned to Managing and driving proactive communication to the customers and internal teamsTo work with relevant departments to develop & implement policies & systems in order to establish effective customer care processesEnsure that customer services and solutions are reviewed on a regular basisTo be proactive in managing Revenue Retention, Service Quality, Issues and EscalationsCustomer advocate (representing the customer) dealing directly with suppliers, end customers, and across multiple internal teamsPreparing and managing Service Review Meetings, travelling to the customer premises in UK and abroad when required.To work with other operational departments to initiate programmes which improve Customer Satisfaction and productivityTo be proactive with regards to SLA Management / Negotiation, Problem Resolution & Customer Loyalty etcTo seek new business opportunities through direct contact with the customer, identify and develop revenue generation initiatives, up selling / cross-selling additional servicesVoice Over IP Analyst supporting VOIP products• Supporting Routers, Switches, and CPE Equipment • Remotely troubleshooting T1 Circuits• Maintaining technologies used to augment the server security environment• Interacting with LEC management, and technical and non-technical customers • Experience with TCP/IP, DNS, DHCP, routers and IP routing, and switches• Excellent analytical, troubleshooting and customer service skills• TCP/IP, VPN technologies, Routing Protocols, and network communication infrastructure

E L L E N () J O N E S's Current Company Details
Essence Voice Networks

Essence Voice Networks

Principal Technical Support at Essence Voice
E L L E N () J O N E S Work Experience Details
  • Essence Voice Networks
    Principal Technical Support Engineer
    Essence Voice Networks Jan 2017 - Present
  • Essence Voice Networks
    Technical Support Specialist
    Essence Voice Networks Jun 2016 - Present
    Voice Over IP Analyst supporting VOIP products• Supporting Routers, Switches, and CPE Equipment • Remotely troubleshooting T1 Circuits• Maintaining technologies used to augment the server security environment• Interacting with LEC management, and technical and non-technical customers • Experience with TCP/IP, DNS, DHCP, routers and IP routing, and switches• Excellent analytical, troubleshooting and customer service skills• TCP/IP, VPN technologies, Routing Protocols, and network communication infrastructureInstalling all services needed by a wholesale provider as routing server, billing DB, supervision service, security and commercial relation ship with other provider.*Closely manage all aspects of outsourced VoIP solutions, wholesale provider, including sales and operations.*Researched and implemented the proper hardware and software solution to maintain the services and the security of our network.*Negotiated contracts with carriers to terminate traffic generated from our servers.*Configured Astersik server and OpenSIPs router.*troubleshot issues using Tcpdump and Wireshark.*Install and configure Cisco router and Cisco switch (nat, access list, Vlan, Vpn, Sip trunks...)*Level two support and moving to customers who have difficult problems.*Bench-marking newest service and server before using it in production.*Implement all services VOIP needed by call center for inbound/outbound traffic, integration VOIP and CRM.*Linux shell script development high level.*PHP development programs used for statistical and billing VOIP.*Frequent use of MySQL DB in my development and my scripts.*Research and development of new safety technology for Linux servers also for VOIP service like: Fail2ban, iptables, ufw,VPN, Zabbix, cacti, munin, squid*Implementation of new technologies and services.*Installation and configuration Mailing server and chat server like Zimbra, roundcube, openfire...

Frequently Asked Questions about E L L E N () J O N E S

What company does E L L E N () J O N E S work for?

E L L E N () J O N E S works for Essence Voice Networks

What is E L L E N () J O N E S's role at the current company?

E L L E N () J O N E S's current role is Principal Technical Support at Essence Voice.

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