As a Technical Customer Success Manager I am a dedicated resource for specific Mitel customers and partners and provide top of the line, or "White Glove," level consultation. Daily I advise on system and network design and planning as well as assist the with TAC engagements to ensure problems and questions are addressed in a timely manner. I also act as a technical resource for high priority problems and as a trusted adviser to complex technical questions and upgrades.I help the customer's Mitel system run smoothly and ensure they are satisfied with their VoIP investment. The customer's continued success ensures maximum reliability, profitability and efficiency.

As a TAC Engineer I was responsible for customer and partner cases escalated from Tier 1 support. I would triage the cases, assess the problems and assist in troubleshooting to correct or submitting software defects to Engineering. I was also responsible for mentoring Tier 1 engineers and assisting them with troubleshooting and procedures. I shared responsibilities for creating and sharing knowledge base articles and transfers of information. I also assisted in recognizing trends which could impact customers and partners and worked to preemptively correct these issues.Additionally I was responsible for direct engagement with ShoreTel Advanced Certified Technicians to assist them with troubleshooting and resolving issues.

As a Support Support Escalation Engineer for Microsoft was a member of the team responsible for OCS, Lync and Unified Messaging third tier support escalations. My team also handled Office 365 Lync support and integration. Our role in support was to identify problems and identify them as being configuration or network issues, assist with identifying third party integration problems as well as to identify software defects and properly triage and report them.While we were all tasked with the different implementations of OCS, Lync and O365 I actively expanded my role with OSX and iOS cases.My goal for each case and customer interaction was to ensure I provided the highest quality level of support and customer satisfaction possible.I was also an editor for "The Company View" bi-weekly internal Microsoft newsletter. The goal of the newsletter was to reflect positive press for Microsoft products and people.

I previously held a position in National Technical Assistance Center as a Senior Field Service Engineer, supporting the UNIVERGE SV8500, UNIVERGE SV7000 and UNIVERGE 2400 line of PBX. As a Senior Engineer I was responsible for all levels of field support ranging from front line calls, site visits, lab testing of reported problems and write ups of potential defects.During my tenure as a Senior Engineer I also became part of the RESOLVE program where I worked with specific high profile customers to ensure their continued success. I co created the NEC UNIVERGE 2400 to UNIVERGE 8500 migration process and presided over the second 2400 to SV8500 migration in the United States.After NEC's acquisition of the Sphericall line of PBX, I cross trained and became a go to support engineer for that line of product. Due to the architecture of that system my understanding of SIP and MGCP protocols expanded as well as my familiarity with Polycom, Cisco and Aastra SIP terminals and their integration with the Sphericall system. I also worked in engineering in the ETS/DQA lab where my primary responsibilities were SV8500 evaluation with a secondary focus on supporting the National Technical Assistance Center. I also acted as a Senior Field Service Engineer for the Professional Services group where my responsibilities included the planning and implementing of large multi-stage projects, coordinating resources to accomplish goals and providing technical assistance on advanced PBX platforms and installations.

At Southeastern Telecom I was responsible for day to day adds moves and changes as well as service on various telecommunication systems. I was also responsible for on site day to day management of a multi-node NEC CCIS network consisting of NEAX 2400 MMG and IMGx systems.