Jacob Levering Email & Phone Number

Remote

Salt Lake City, Utah, United States

I work with Fidelty's voice systems from end user to carrier. There's a lot of monitoring and server-side maintenance involved as well.

Started out as a VoIP Support Specialist at Alianza and moved into a supervisor role after 4 months.•Created and documented a process for escalating bugs to both OPS and Development teams. This included how to properly diagnose bugs.•Handled customer-facing escalations for our largest clients and lead a team of VoIP Specialists to do the same.•Became the subject matter expert for any outage incidents found by the Support team.Oct. 2019 - Moved into a role as an Ops Voice Engineer. Optimizing our setups and configuration for both new and old customers on our Oracle SBCs.•Learned how to troubleshoot any SIP/Voice issue from the edge of our network to the core and back.•Ran all day-to-day operations for the Voice team.•Diagnosed issues causing outages for our customers, resulting in issues being resolved within minutes rather than hours or days.•Created documentation for many of the processes and configurations used in our On-Boarding and Troubleshooting processes. This documentation assists in training new personnel and keeping track of the onboarding process.•Created automation for our Oracle SBC configurations, allowing us to create new configs within minutes compared to hours.

Pleasant Grove, Utah, United States

Supervised and trained a team of 10+ technical support representatives. Answering questions about the Jive VoIP products and network troubleshooting.•Escalated tickets to both NOC and Development teams after proper diagnoses of issues to create a more fluid process for customers to get bugs resolved.•Created an in-depth process for configuring Adtran routers sent to our customers. This allowed our support team to get these out much faster to our customers.•Became a knowledge resource on the Support team for troubleshooting network issues affecting customers’ VoIP systems and devices.•Became the SME (Subject Matter Expert) within the Support org for other departments, assisting Channel Sales, Project Development, NOC, Development, and Field Engineering teams whenever needed.•Created a new department in Support and became the first Tier 3 Network Support Team Manager. •Trained, motivated, and worked alongside a team of highly skilled network technicians improving morale and increasing our overall efficiency with a positive attitude.

Provo, Utah Area

Computer repair both physical and software. Installing windows. Network admin access. Inventory.

Provo, Utah Area

Temporary work for IT companies.

Resolve customer complaints and answer customers' questions regarding policies and procedures. Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Implement corporate and departmental policies, procedures, and service standards in conjunction with management. Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. Train and instruct employees in job duties and company policies or arrange for training to be provided. Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.

Contact businesses or private individuals by telephone in order to conduct surveys. Deliver prepared sales talks, reading from scripts that describe survey purpose, in order to persuade customers to take survey. Create and exceed daily performance goals.

Greet customers and ascertain what each customer wants or needs. Describe merchandise and explain use, operation, and care of merchandise to customers. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Compute sales prices, total purchases and receive and process cash or credit payment. Answer questions regarding the store and its merchandise.

Currently Enrolled, Digital Media/ Computer Engineering

· Studies include: Digital Media, 3-d Animation, and General Studies. C# and C++.

Education record