Matthew Johnston Email & Phone Number

Job Scope: L2 technical troubleshooting in a telecom where outages can impact 911. Crisismanagement and support for multi-million dollar deployments• Level 2 Support for Microsoft-Metaswitch Voice Core products including Perimeta, TeamsIntegrations, and IP network troubleshooting.• Excellent personal and soft skills maintaining a 4.92 out of 5 CSAT score exceeding goals andaverages• Leader for emergency out of hours emergency support taking on a majority of 24x7 shifts andsetting the grade for outage resolution.• Secondary specialization in Voice Application, Translations, and Cyber-security• Mentoring new members of the team and modeling excellent support

Denver, Co

Job Scope: On Site Customer Care Engineer for strategic deployments supporting multi-milliondollar deployments• Level 1/2 Support for large customer deployments as a technical generalist fielding questions inhouse on a wide range of products• Briefed senior customer management, providing RCAs and post-mortems to directors, andoperations VPs• Subject matter expert in emerging telecoms technology, IMS, VoLTE, Clustered CFS, presentingon subjects and supporting them

Job Scope: L1/2 support for Telecoms deployments focusing on network, deployment managementand Voice Application systems.• Level 1/2 support for small-medium customer deployments for EAS (Voicemail), Metaview EMS,and general VoIP Network troubleshooting• Rapidly learned applied voice technology and adapted to varied customer deployments to drivecustomer success• Presented at Metaswitch Customer forum 2015• Worked under Security Czar - assisting with mitigating Cyber Security threats on VoicePlatform

San Francisco Bay Area

Job Scope: Install, configure, and test telecommunications systems before shipping to customersites• Interface with sales, support, and engineering to provide RCA on customer hardware• Manage workflow for operations shipping team, leading daily standups to assign task priority• Continued on in a contractor role for 6 months after leaving

Responsible for troubleshooting personal computers, setting up and expanding home networks, and performing hardware and software upgrades.Worked directly with customers to provide high-quality and friendly service.