Experience configuring and maintaining routers and switches. Proficient at LAN and WAN routing protocols. SIP based VoIP experience with mastery over BroadWorks PBX platform. Strong troubleshooting skills; able to collaborate with engineers from various disciplines to resolve complex issues. Excellent technical support and communication skills with a strong focus on quality.
HSRP / VRRP
VoIP / SIP
Windows 7 & 10
Certified Network Professional (CCNP), June 2017
Certified Network Associate (CCNA),
VoIP Technical Support Specialist03/2015 to 06/2016J-Curve TechnologiesTempe, AZ
Provide quality remote support for leading VoIP telecom providers for business and SOHO.
Troubleshoot and resolve issues with managed routers and switches, IP phones and voice QOS.
Promoted to dedicated technician for new service provider contract.
Commended for outstanding technical support and customer relationship building that led to successful securing of contract.
Selected to help train new hires and seasoned technicians on BroadWorks PBX platform administration to ease transition of service provider merger.
Community Forum Moderator12/2011 to CurrentNative Instruments GmbHBerlin, Germany
Effectively troubleshoot and resolve technical software and hardware issues for worldwide user base.
Reliable international forum administration including successful diffusion of escalated confrontations.
Improve company public relations by acting as well respected liaison between customers and software developers.
Recognized as top software tester for thorough bug reporting that led to highest ticket resolution rate.
Commended for technical, analytical and problem-solving skills.
Supervisor07/2004 to 02/2015Protech PaintingPhoenix, AZ
Successfully managed large projects to completion including Yuma Air Force base.
Organize, plan and supervise Phoenix and Tempe traffic light spray including equipment maintenance and traffic barricade.
Achieved renewal of long term contracts through high focus on quality and excellent interpersonal skills.
Online Banking Help Desk10/2002 to 05/2004Compass BankChandler, AZ
Promoted to floor lead and help desk support for escalated issues.
Recognized for highest call quality achieving over 95% for 12 months in a row while surpassing call time and first call resolution goals.
Appointed to track and document successful resolutions to complex issues for entire department.
Cisco Networking Academy: CCNP Routing and SwitchingMay 2016Mesa Community CollegeMesa, AZ
Networking Administration GPA: 4.0May 2014South Mountain Community CollegePhoenix, AZ