Extensive experience in IT functional areas such as high-level technical support, VoIP management, hardware/software installation, upgrades, migrations, network cabling & administration, and telecommunications administration and engineering.

• Performed hands-on and automated VOIP testing of the ShoreTel system from switches to phones, servers, clients, and, in some cases, peripheral or third party devices, for feature functionality and verification of a quality product for voice and telephony, conferencing, messaging, presence and Instant Messaging (IM), clients, and communications applications for ShoreTel's Unified Communications system Enterprise Software. • Telephony Connectivity –Analog, T1, E1, ANI, DNIS, PRI, Etherspeak• Data Connectivity- TCP/IP, Ethernet• Review Event Logs system configuration and call flow• Run traces/Telnet into switches, phones etc.• Capture data (all server logs, Application & System Event logs).• Trouble Shoot SIP, analog, PRI & voice quality Issues

• VoIP• Telephony Connectivity –Analog, T1, E1, ANI, DNIS, PRI• Data Connectivity- TCP/IP, Ethernet• Answer calls from queue and triage the issue• Review Event Logs sytem configuraton and call flow• Run traces/Telnet into switches, phones etc.• Capture data (all server logs, Application & System Event logs).• Trouble Shoot SIP, analog, PRI & voice quality Issues• Maintained flexible hours (day & swing shift)• Customer SAT Scores and SLA are in the top 5%