• Design and implementation of training for new NTSC team members, local market test desks as well as National Support Centers• Provide level 2 and 3 support for internal and external customers for the various devices on the Cox Businesss voice product line including IP Centrix, SIP Trunking, SIP & BTS PRIs, SIP & BTS MTAs• Provide configuration platform support for the following platforms: Broadsoft, Cisco BTS, and Acision voicemail platform • Maintain lab used for troubleshooting… Show more • Design and implementation of training for new NTSC team members, local market test desks as well as National Support Centers• Provide level 2 and 3 support for internal and external customers for the various devices on the Cox Businesss voice product line including IP Centrix, SIP Trunking, SIP & BTS PRIs, SIP & BTS MTAs• Provide configuration platform support for the following platforms: Broadsoft, Cisco BTS, and Acision voicemail platform • Maintain lab used for troubleshooting telephony related issues. Including but not limited to Trixbox configurations to operate with MTA/SIP PRI/SIP trunk devices. • Assist in the interview process of new hires to the NTSC group. Provide questions and feedback for the rating of candidates.• Provide call analysis to find points of failure using programs such as Hammer XMS, Wireshark, ISDN debugs, SIP debugs• Open tickets with SIP/SS7 carriers on trunk or endpoint issues. Show less

• Provided technical support related to phone, internet and cable television for Cox Business customers in the Baton Rouge, Lafayette and New Orleans areas• Troubleshooting of end point devices for points of failure including: Docsis cable modem, MTA, CISCO IAD, Calix fiber gear, digital convertor boxes• Support for static IP configuration for routers/switches/pcs. Maintenance of IP blocks via SOAK tool. • Support for fiber internet trunks using Granite and Calix tools• Examine… Show more • Provided technical support related to phone, internet and cable television for Cox Business customers in the Baton Rouge, Lafayette and New Orleans areas• Troubleshooting of end point devices for points of failure including: Docsis cable modem, MTA, CISCO IAD, Calix fiber gear, digital convertor boxes• Support for static IP configuration for routers/switches/pcs. Maintenance of IP blocks via SOAK tool. • Support for fiber internet trunks using Granite and Calix tools• Examine possible RF issues via Edgehealth• Support for field services Show less

• Provide telephony support for field related telephony installation and service call issues. This included equipment provisioning, firmware upgrades, porting of telephone numbers, and RF evaluation• Liaison between field technicians and corporate switch support (NTSC) for any possible switch, endpoint issues

• Subject matter expert for telephone service, order entry, back office work• Process LD change requests• Quality Assurance for telephone install orders for Cox Residential and Cox Business

• Cable television, High Speed Internet customer support for Cox Residential and Business customers• Billing and Sales support for Cox Residential customers• Field service support related to the configuration of internet connection to PC, Routers for both Cox Residential and Cox Business services