Last line escalation engineer supporting VoIP conference room phones, desk phones, modular room devices, cloud services, and third-party ecosystem integrations.

Promoted to leadership role to oversee team supporting Polycom’s Video Content Management (VCM) suite of products. Escalation point for critical escalations with executive leadership visibility. Built and maintained lab environments for troubleshooting and training. Partnered with management to create and improve processes. Tracked key performance metrics and empowered team to overachieve on goal performance. Developed training plans to ensure service readiness. Liaised between customers and development engineering. Assisted with QA testing and product development life cycle. Partnered with product management and engineering to expedite new software releases and hotfix requests.

Supported enterprise software/hardware solutions for creating and delivering rich media presentations. Provided Tier III technical support for Polycom's VCM suite of products. Configured and troubleshot Windows Servers relating to IIS, Windows Media Services, Smooth Streaming, and SQL Server. Liaised between customers and development engineering. Used tools such as Wireshark and Fiddler to troubleshoot networking, HTTP, streaming media, and call flow related issues.

Supported enterprise software/hardware solutions for creating and delivering rich media presentations. Provided technical support for Accordent’s suite of products via phone, email, ticketing system, and remote support tools.

Provided technical support to web hosting customers by phone, email, live chat, and ticketing system. Escalation point for the most challenging customer issues. Trained new employees in the technical support department. Performed system administration tasks in Linux environment. Developed customer service strategies. Assisted with sales, marketing, and accounting.