Thomas Buscema Email & Phone Number

Keyport, NJ, US

Holmdel

• Troubleshoot tickets that have been escalated from Tier 1 and Tier 2 teams, which typically involves audio, network, or application related problems.
• Create and edit internal knowledge base articles so that our support teams can stay up to date on troubleshooting various issues.
• Provide trainings to the teams on trending or new topics.
• Inform the team of any current impairments or outages.
• Act as a buffer between the Support and Engineering departments. Tickets that need to go to engineering will first be reviewed by myself to make sure all required information / troubleshooting is clearly documented.
• Attend weekly customer calls with some of our largest clients to represent the support organization.

• Troubleshoot tickets that have been escalated from Tier 1 team, which typically involves audio or network related issues.
• Diagnosed and resolved complex technical issues related to routing, switching, ACL's, SNMP, DNS, DHCP, NAT, QOS, IPSec and GRE tunnels
• Daily activities require strong Networking knowledge, including: WAN / LAN topology, IP routing, TCP/IP, Firewalls, and SIP signaling.
• Configure and troubleshoot enterprise grade Cisco routers, switches, firewalls, Adtrans, and Velocloud (SD-WAN)
• Coordinate dispatches when tech is needed on customer site and work with tech remotely to resolve issues.

United States

• VoIP support for premier platform > Large business/ Enterprise
• Experience with enterprise networks including but not limited to modem, router, Switches, and Firewalls.
• Provide troubleshooting for multiple issues including: audio quality, registration, call completion, circuit monitoring and application problems
• Daily activities require strong Networking knowledge, including: WAN / LAN topology, IP routing, TCP/IP, Firewalls, and SIP signaling.
• Routinely update internal knowledge base. Add articles / offer feedback on existing articles

• VoIP support for Essentials/ Residential platform > Small Business / Residential
• Demonstrated ability to analyze issues and determine best course of action to resolve VOIP issues (audio, call completion, no dial tone, faxing and installation)
• Experience with home to small business networks including modem, router, switch, hub, PC, and 3rd party hardware configuration (SOHO)
• Identify systemic issues involving features, devices and network and surface to management with valid qualifying information.
• Developed strong soft skills by interacting with customers dealing with a variety of different issues.

Danbury, Connecticut

• Provide desktop support for over 150 end-users in three different offices across North America by phone or in person as needed to minimize downtime.
• Performed diagnostics and troubleshooting of system issues, documented help desk ticket/ resolutions, and maintained equipment inventory lists.
• Provided software installations/upgrades for end-users, as well as configuring laptops/computers for new employees.
• Set up new user accounts and profiles and dealing with password issues for windows and various programs. Given administrative rights for Active Directory.

Wallingford, Connecticut

• Performed cable installation, testing, troubleshooting, and documentation in commercial, industrial, and academic environments.
• Worked collaboratively and flexibly with different teams on a project by project basis completing assignments on time and within budget.
• Connecticut State Registered Low Voltage Electrical T-2 Apprenticeship hours and training