·       Improved technical support channels, reducing issue resolution time by 20%.

·       Maintained a 95% customer satisfaction rate in resolving TCP/IP, VoIP, UDP, SIP, and WebRTC issues.

·       Enhanced network stability by 25% through precise troubleshooting of switching, OSI Model, MAC Addressing, and routing challenges.

·       Streamlined UCaaS and CPaaS operations, resulting in a 30% improvement in system efficiency.

·       Conducted regular asset audits and maintained the asset management system.

·       Increased user engagement by 15% in video conferencing, IM, Voicemail, DID, carriers, and SIP.

·       Reduced downtime by 20% through effective case management and seamless transitions to NOC.

·       Applied expertise in Salesforce, Service Cloud, and CRM systems, improving customer interactions by 15%.

·       Familiarized with desktop support procedures and peripherals management.

·       Conducted sourcing activities, successfully filling open positions in the US and Canada.

·       Designed and directed recruitment processes, including resume screening and interviews.

·       Collaborated with hiring managers to create job descriptions for current openings.

·       Advertised job openings on various platforms, maximizing visibility.

·       Sourced and screened candidates, coordinating the interview process and facilitating offers and negotiations.

·       Initiative-driven market intelligence to stay ahead in talent acquisition.

·       Conducted interviews using various methods, ensuring comprehensive candidate assessments.

·       Utilized Dice, CareerBuilder, LinkedIn, indeed, and Monster to cultivate CI/CD pipelines, fostering a diverse and qualified recruitment pool.

·       Ensured compliance with GDPR, CPNI, and FCC regulations, precise documenting client infrastructure.

·       Specialized in resolving escalated customer issues in an agile SaaS environment.

·       Utilised Jira/Confluence for deployment/development issues, actively contributing to team activities.

·       Applied mastery in UCaaS, CPaaS, cloud technologies, and MS Teams integration for optimal customer support.

·       Performed staging of PCs and maintained meeting room IT equipment in healthy status.

·       Demonstrated familiarity with UCCX, IVR, SBCs/PBX, SIP Trunks, AudioCodes, and gateways.

·       Collaborated in building KPI metrics for technical support, leading to a 15% improvement in average ticket resolution time and a 20% increase in overall customer satisfaction.

·       Experience in troubleshooting IP-related network issues and tickets (DHCP, Proxy, Mail, radius server, SMTP, IMAP, POP, SDP, Webblocker DPI, WLC, UCS).

·       Conducted second-line investigation and diagnosis of IT issues.

·       Coordinated with ISPs to swiftly resolve customer outages, conducting rigorous reliability tests.

·       Demonstrated hands-on proficiency in QoS, SIP call flow troubleshooting, and managing media handling protocols.

·       Exhibited versatility in resetting and provisioning devices from various manufacturers.

·       Maintained efficiency in second-line support, ensuring effective resolution of customer issues.

·       Showcased knowledge in OSI Layers, DHCP, DNS, TCP/IP, VoIP, UDP, SIP, RTP, and SRTP.

·       Exhibited a solid grasp of switching, MAC Addressing, Subnetting, TCP, Ping/Traceroute, Telnet, and Routing.

·       Applied knowledge of QoS settings, NAT, firewall, T1, ISDN, Linux, and SBC for comprehensive support.

·       Proficiency with Information Technology, auditing, communication, stakeholder management and flexibility with work.

·       Skilled in implementing Routing and switching Protocols, including OSPF, ISIS, and BGP

·       Demonstrated understanding of the OSI Model and TCP/IP protocol suite, encompassing ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP, HTTP, RTMP, IGMP, PIM, and DNS