Provided Level 3 technical assistance for over 15 years to a multitude of clients in complex telephony environments. Establish facts thorough in-depth analysis, fault finding and correlate this with product knowledge. Technical support from high-level end-user configuration, GUI and application related faults to low-level Windows and Linux operating systems, VM’s, cloud technologies, network, database, and 3rd party vendors’ product related issues – in both IP Telephony and ISDN environments. Owned and managed Root Cause Analyses (RCA’s), Post Incident Reviews (PIR’s) and Problem Management tickets (PBM’s) to successful resolution and reduced impact to Business Operations. Raised and owned Service Requests, Incidents, Problem and Change tickets in Information Technology Service Management (ITSM’s) portal (NTT’s internal Service-Now). Deployed, configured, tested, and fine-tuned MACD’s in Test and Dev. environments alike, in preparation for roll-out into PROD environments within SLA requirements. Nurtured relationships and managed internal, stakeholders, clients and 3rd party vendor expectations to reach successful outcomes and increased client satisfaction. Managed and oversaw escalations with carriers (Telstra, Optus). Provided technical information and support as required, including SIP messages and call tracing in SIP Span, Oracle SBC and AudioCodes, setting up Wireshark PCAP capture and analysing PCAP data. Added value to NTT’s help desk support ticketing platform maintaining highly detailed and accurate records, up to date, and relevant ticket notes. Providing consultation and technical recommendations based on extensive product knowledge to Professional Engineers, Solution Architects and Bid Managers. Regularly participated in technical knowledge sharing handovers, webinars and official 3rd party vendor training such as RightFax, Pump CX, Genesys and Calabrio. Demonstrated leadership skills through mentoring and training peers

- TAM (Training and Assessment Mentor) Certified in operating and training in the use of heavy machinery (Skid steer loaders, Excavators, Compaction rollers).- Dealt with all aspects of running a small business in the hire industry- Purchasing building and construction equipment, machinery, spare parts- Quoting, Invoicing- Machine recovery, maintenance and repairs (mechanical, hydraulics, electrical)- Operating for, and training customers in the use of heavy machinery- Customer service, marketing, branding, website development and maintenance- All legal aspects of running a ASIC registered company

Provided ‘follow-the-sun’ and first point of escalation support across 3 global regions, for numerous product suites. Handover of client tickets from APAC region to EMEA (English to French, English to Spanish). Provided Genesys training nationally and overseas (Sydney, Melbourne, Canberra, Mumbai, Shanghai). Collect data (logs, Genesys config exports, DB exports) and engaged relevant Engineering teams for development of hotfix and GA release updates. Second highest record number of client tickets solved. Completed relevant training to stay up to date with trends and new product releases. Became subject matter expert in a number of Genesys product suites and provided worldwide support in all 3 global regions.