Robert Burk Email & Phone Number

San Diego, California, United States

Managed User Accounts and Access for all business services.Evaluated new and replacement business services regularly.Performed On-Boarding / Off-Boarding tasks for the business.Took over Legacy SIP Network from previous Admin.Managed and inventoried the existing network of 100+ servers.Created and detailed plan for a complete Cloud Migration.Oversaw and deployed AWS Products for use in Production.Managed AWS Account and regularly audited usage.Worked closely with Systems Architect to develop Oracle Cloud for our Network.Worked hand in hand with Network Administrator to develop Equinix Fabric connection.Determined and negotiated Equinix Metal contract and server quantities.Resolved issues with production API and Calling Servers.Overhauled and replaced Network Monitoring services.Created business policies related to FCC Regulation and Government Requirements.Ensured Disaster Recovery and Data Replication practices were sound.Practiced Backup and Restore methods frequently.Rewrote the entirety of existing SecOps policies for modernization.Performed Sales-Engineer roles for Partner and Client calls.Evaluated, Selected, and Deployed a Security Suite for end-user and server systems.Utilized Salt and Terraform to rapidly deploy new instances.Managed Oracle Virtualization of existing hardware.Scripted automations for server maintenance tasks.Planned and deployed updated infrastructure in multiple Cloud environments

San Diego, California, United States

Rapidly advanced to top-tier troubleshooting and support.Documented and Defined all Support processes for multiple Products.Performed In-depth analysis of Voice Traffic Profiles.Inspected SIP interactions to diagnose issues.Reviewed SMPP details to resolve connectivity issues.Acted as Point of Escalation for the entire Support Department.Became Subject Matter Expert of multiple Products.Defined and managed platform migrations to reduce legacy footprint.Projected growth of call volume for sales and engineering.Generated reporting for multiple products across multiple departments.Created detailed visualizations for voice traffic analysis.Regularly supported and guided Wholesale Voice decision making.Began managing existing Ticketing system and automations.Trained support agents on troubleshooting methods.Taught support agents troubleshooting tools, such as Wireshark.Instructed support agents on SIP and SMPP signaling and interactions.Performed QA tasks and functionality reviews for app updates.Co-developed and refined in-house support tools with feedback from support.Worked closely with Service providers to resolve any issues.Created detailed Network Topology diagrams for use in Partner programs.Assisted in implementation of STIR / SHAKEN in our Voice Network.Utilized REST APIs to facilitate automation and support tools.Defined customer facing API for use in SMS.

San Diego, California, United States

Supported Customers via Phone, Chat, and Email ticket.Supported End Users of the Cloudphone Application with all facets of the app.Supported Hosted PBX Clients with issue resolution.Supported SIP Trunk Clients with issue resolution.Managed Phone Number Inventories for multiple product lines.Provisioned local devices for connectivity to our network and calling functionality.Captured and reviewed SIP traffic with Wireshark.Assisted in Legacy Platform Migrations.

San Marcos

Assisted clients with their personal PC’s, laptops, printers, phones, routers, wireless connections, speakers, game systems, DVD/Blu-Ray players, and televisions.Troubleshot everything from hardware connections to software issues via Email, telephone and in-person.Comfortably and courteously helped clients with their concerns, while communicating clearly and maintaining a professional attitude.Utilized a suite of tools to thoroughly clean clients systems, both physically and digitally.Completed basic operating system hardening for new systems and network devices.Ensured system stability, functionality, and client satisfaction prior to completion of work.

Greater San Diego Area

Thoroughly test games and apps for online functionality.Troubleshoot and provide feedback on network related issues within titles.Assist other testers with network setups (modems, routers, switches, wireless, LAN)Utilize LANforge to simulate various network environments and conditions.Act as a liaison between the Network Test Team and the various test teams on multiple titles.

Greater San Diego Area

Utilizing proprietary software, led teams converting motion pictures from 2D to 3D, creating top quality 3D experiences in theaters.Responsible for managing a team of 18 technical specialists through to completion on months long projects.Worked within the team as a coach and a player, completing my own work in tandem.Worked closely with Management to ensure delivery of a quality product.Assisted teammates with all technical issues. Gathered feedback on all facets of the job to optimize future projects and refine proprietary software and techniques.Efficiently assessed and coordinated work of varying difficulties, and assigned them to the appropriate capable individual.Responsible for projects being completed on time and under budget.Trained and mentored new team members to bring them up to speed with our current project, techniques, tools, and software.Evaluated individuals for feedback and improvement purposes.Developed and maintained a database of project related information to speed the addition of new team members.

San Diego, Ca

Software test to find and document discrepancies, report them to the developers, and regression test the fixes.Worked closely with developers to refine their product and ensure it met company standards.Worked with others in a team to complete objectives on time.Utilized proprietary bug tracking software.