Joshua Levi Email & Phone Number

Manage the Revenue Edge Technical Support Business Unit for Calix - focusing on Cloud and EXOS Premises products and support. This involves planning processes, support plans, resource allocation, forecasting, modeling, and planning to ensure we have the right resources ready to go as the products ramp and grow.Successfully managed my employees to promotions outside of my leadership - I consider this a strong win in leadership. One of my hires moved into a higher level technical role in a different team as he had grown to make that career move. Two other members of my team moved to new positions to directly build and provide technical content within the organization. Finally another of my team members has been promoted to management - now leading and growing another segment of our organization.Continue to administer Salesforce, call routing, PowerBI Analytics, and other tools to analyze and automate. A key component is finding ways to measure day-to-day productivity, and ensure that the tools within the organization both encourage correct and consistent behavior and provide an efficient path to complete the work, without being tedious.

Goleta, Ca

Managed a team of 8-10 Technical Support Engineers based on the West Coast. Transitioned out of a local office to remote work, and remotely managing the team. Team members were located remote, in our San Jose Office, and in our Petaluma Office. Fielded escalation calls and re-designed our call routing system. In addition, picked up Salesforce administration skills to continually augment, automate, and drive more efficient processes and operations within the direct organization.

Goleta, Ca

Managed a team of 4 technical support engineers. Hired, reviewed, and ensured that my team members were performing at a high level. Managed regional escalations from the Western Region of the United States and a large Tier 2 telecom provider. Drove more efficient processes. Managed customer expectations of an aging platform - maintaining customer satisfaction while minimizing development involvement.

Goleta, California

Act as a senior individual contributor; mentor team members and drive towards resolutions of complex customer networking issues. Conduct meetings and conference calls to facilitate escalations into development and successfully advocate for customers while maintaining strategic alignment with company goals. In addition, ensured that 4 colleagues were meeting metric requirements.

Manage escalations of customer issues and bugs between support and development. Provide training to other engineers. Develop increased role in initial customer product use, sustaining engineering, and managing customer expectations of “hot” issues. Highest level of support.

As per Customer Support Engineer I, this position involves the managing of customer tickets regarding network issues and troubleshooting. These tickets require a higher level of knowledge and ability.

Handle network troubleshooting tickets in a Service Provider Access Network. Network consists of Layer 2 VLAN switches that also act as DSLAMs. Typical troubleshooting topics include multicast video, IGMP, SIP, MGCP, GR-303, VLAN Trunking, T1 circuits, Spanning Tree, Ethernet Loops/Broadcast Storms, DHCP, and PPPoE.