Design, configure and implement VoIP Telecommunications Systems and Solutions.Perform moves, adds, and changes to VoIP, digital, PBX & key systems.Troubleshoot, maintain, and repair systems according to manufacturer specifications.Termination of voice and data cables on patch panels, 66blocks, RJ11 modular, RJ45 modular, and data jacks.Install and Maintain overhead paging systems with integration of various Phone Systems.Work with ISP and Telco Carriers for new installs, migrations, or changes related to data andvoice including internet, PRI, POTS, or SIP.

• Promoted to Product Specialist after being with the company only 7 months• Be a liaison between the software developers and GFI customers• Manage knowledge base article publications and technical manual revisions• Develop specialized training for tier technical support representatives• Advanced troubleshooting for cases escalated by tier 1 support• Specialized with specific GFI software products• Work with sales, development and technical support teams

• Provide an excellent customer experience for GFI customers• First point of contact for incoming calls and chats for GFI customers for account verification and troubleshooting purposes• Case management using Salesforce• Provide remote assistance for customers who require additional assistance• Use technical writing skills for knowledge base article creation and updating

Reporting to Support VP for product brandSupport process creation, review and revisionDeep dive analysis of data and following corrective action planAgent coaching and management

• Provide an excellent customer experience for AT&T customers• Troubleshoot network connectivity for T-1 and T-3 circuits and their associated LAN routers, switches and other equipment• First point of contact for customers for problem recording, customer verification, problem validation and documentation• Assists in training and orienting new agents• Works with other teams for quickest customer problem resolution

Unsupervised installation and servicing of computer network systems; including POS systems, servers, workstations, and various office applications. Serviced major corporations in banking, grocery, retail, warehouse and office environments. Managed over 75 high volume locations, company assets and a company vehicle. Responsible for training fellow technicians and customers on all systems.

Unsupervised installation and servicing of electronic article surveillance (EAS) systems, both RF an electromagnetic. Servicing closed circuit television (CCTV) systems: including fixed and motorized cameras, multiplexers, switchers, monitors and all associated cabling. Managed territory of over 500 accounts, company assets and a company vehicle. Provided personal support and training on operation of all systems.