Introduced to FreeSwitch, and quickly grasped the underlying elements to build my support role for customers. Utilized my Linux knowledge to help support and troubleshoot minor FreeSwitch issues. Worked to utilize an Azure function-based environment where I was able to grow new skills utilizing JSON and the Azure Storage Explorer. Quickly adapted to the new system and began bug testing. Worked with the development team to resolve problems and delve further into the system. Implemented an automatic provisioning system that supports two different manufacturers models. Deployed a knowledgebase (Bookstack) to help with team training and management, as well as a Nextcloud server to enable real time filesharing with customers and internal resources. Worked with our external carrier to help test and develop the settings and configurations needed for the new AWS server environment (increased server size and routing for our growing customer base).

Worked to assist a multitude of clinics across the US East coast. Utilized the Cherwell ticket system to manage and work incoming service requests. Worked with various types of hardware, proprietary to the medical field. Managed users and computers within an Active Directory based environment. Assisted users on site with various technical issues, software and hardware.

Worked in an MSP environment to support over 150+ clients (including RMU, Sheetz, as well as several medical offices) each with unique requirements and server environments. Developed further server environment knowledge and understanding. Honed my customer service skills, and worked to further improve internal support processes. Supported an Office 365 environment, and the users who interfaced with it. Watch Customers were monitored with N-Able software, and handled alerts according to internal process. Processed emails to respond to client requests, as well as incoming phone calls.

Passed rigorous six-week training classes on voice, data, and video services. Adapted quickly to Verizon support systems. Advanced knowledge of ordering and repair systems, and excellent client support enabled me to enter an escalations support role and work directly with clients who had intricate issues that needed tact and utmost professionalism, as well as a deep comprehension of Verizon’s in-depth processes. While working with the CET I gained contacts in other groups to help provide expedited resolution of client issues.

Learned two complex proprietary systems, performed system maintenance, worked with clients across America (including Visa and MasterCard networks), and learned to self manage while working third shift. Worked closely with a team of operators to ensure optimum performance of 10,000+ ATM's and 1000+ authorization links through OPAS ticketing system and client vendors (Diebold, Brinks, NCR, etc.) Worked with internal support groups to resolve issues.