Five years of experience working with various systems relative to a Broadsoft softswitch. Technical Support Manager, NOC Manager, and engineering duties. Duties have ranged from Tier II and Tier III support to Provisioning Engineering where I was responsible for developing procedures and guidelines. Throughout my 5 years I have developed extensive technical knowledge with provisioning, deploying and supporting VOIP technology.

debugging Wireshark call traces, implementing global phone and broadsoft changes, phone number management.Managed a team of 5 responsible for configuration, installation and install of customers.Troubleshooting with Vendors, Level 3, Thinktel, 360 Networks, Broadsoft, Polycom, Edgewater, XO.Developed install and training processes for new customer turn ups.Developed support SLA's and managed team to work with 99% accuracy of the SLA agreement.Developed customer disconnect process for removing services and tracking of customer.Assisted engineering in the development of new products and their release. Tested and wrote manuals for support and deployment of new CPE. New equipment such as SNOM, MiTeL, Microsoft Exchange voice integration, IP Authentication platform, voice-to-text and many others.