RESUME
Technichal Support Engineer - Vonage - NJ - 04/2025 - Present
• Drive escalations that have been assigned from magement that are marked as high priority tickets.
• Assist Tier 1 & 2 team members who need assistance with technical issues that may be related to networking / VoIP / application issues.
• Document trending issues and provide weekly trainings to the team.
• Triage JIRA ticket requests to ensure that troubleshooting completed from the agents are accurate and contain all necessary details
Technical Team Lead - Vonage - NJ - 04/2022 - 04/2025
• 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.
• 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 one of our largest clients to represent the support organization.
Advanced Operations Tech II - Vonage - NJ - 01/2018 - 04/2022
• 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.
Advanced Operations Tech I - Vonage - NJ - 06/2016- 12/2017
• 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
Customer Support Agent IV - Vonage - NJ - 05/2015- 12/2016
• 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.
Help Desk Technician - Emerson Industrial Automation - CT - 10/2014 - 5/2015
• 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.
