• Provide troubleshooting for SIP-Trunking Service customers with the goal of first call resolution.• Actively participated in Case Ownership to ensure resolution or escalation of issues within 48 hours.• Manage support chat room (Skype for Business), where Front Line Technicians can go as their first line of assistance requests.• Manage escalation call ques where Front Line representatives can call to discuss more elaborate issues, or when there is a customer escalation that needs to be passed on.• Answer phone calls, respond to emails and respond to internal escalations as defined in workflow escalation and queue processes.• Work closely with customers and partners to troubleshoot and resolve complex issues.• Diagnose and fix problems encountered with Intermedia products and services or escalate to appropriate internal teams.• Create, maintain, and improve Technical Support policies, procedures and knowledge base articles.• Provided policy and procedure coaching to subordinate team members at every opportunity.• Interface with vendors and manufacturers to acquire knowledge and troubleshoot problems regarding VoIP hardware.• Work as defined by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes or workarounds.• Monitor production systems as they pertained to Voice Services support.• Created training curriculum for new Voice Specialists, Hardware Specialists, and QoS Specialists.

Install, configure, or transfer IT systems. System formats vary from financial to academic. Duties are performed in a manner that does not disrupt business operations for the clients.

Provided Help Desk Tier 1 support to over 1500 end users. Assisted with mobile device configuration.Configured servers for remote job sites. Provided remote desktop support via Dameware, Citrix GoToAssist, and Ammyy Admin.