Support Manager Resume

SUMMARY:

15 years in IT/Telecom. Precise and analytical technical communicator and troubleshooter.
I am multi - disciplined; having spent time as a field tech, remote tech support with supervisory experience, inside channel sales and currently in software development working the lead technical community support role for Confidential ’s Asterisk project.
My peers know me as persistent and Confidential t - not phased by stress and I work with a smile.
I enjoy solving root issues using systematic analysis.

EXPERIENCE:

Confidential

Support Manager

Responsibilities:

Given responsibility for ensuring the technical needs of the worldwide Confidential of developers and users are met. Including representation of the project at conferences.
Managed communication with users and developers over IRC, E-mail, forums, mailing lists and representing the project at AstriCon.
Triaged, reproduced and troubleshot thousands of reported Asterisk software issues involving complex network and protocol analysis, replication in virtual environments, and technical communication with issue reporters.
Kept up with evolving telecommunications networking space by learning new technologies and protocols on a weekly basis.
Identified trends and patterns in community or triage issue flow, worked with engineering and product management to make sure they get addressed.
Developed, maintained and curated hundreds of pages of technical documentation for the official Asterisk wiki and in the Asterisk source code.
Administration of Atlassian tools for ticketing and documentation, along with systems providing version control, single sign on and user identity.

Account Executive

Confidential

Responsibilities:

Sales engineering and design for UC solutions involving many networking components, competitive analysis.
Solution selling to design, close deals and then following up after the sale to verify custom satisfaction.
Consistently met or exceeded monthly and quarterly quotas.
Complex VOIP product demonstrations for management or executive decision makers.
Supporting Confidential channel partners - integrators and resellers - in the sales process.

Customer Response Rep

Confidential

Responsibilities:

Inbound lead qualification and information gathering.
Understanding needs and driving forces behind the purchase process for Unified Communications systems like Switchvox, along with VOIP gateways and other telecommunications hardware.
Helping potential clients identify product needs and requirements. Pre-selling as we helped them through the process.
Assisting Account Executives as a technical resource using my extensive product knowledge from my technical support experience.
Quickly promoted to Account Executive due to consistent performance and dedication to making customers happy.

Support Specialist

Confidential

Responsibilities:

Troubleshooting T1/E1 /J1 and Analog interface hardware, Asterisk PBX software along with all related drivers in a Linux environment.
Work in most major Linux distributions.
Troubleshoot mixed call paths with various signalling and line types (FXO,FXS, PRI, BRI, SIP, IAX)
File bugs with Engineering and follow-up to find a solution.
Document bugs or errors in software, hardware and manuals.
Takes escalated cases from and assist junior technicians.
Ran stand-up meetings with a group of technicians and supervised workflow. Disseminated direction from management.

IT Technician

Confidential

Responsibilities:

Deployed and Terminated ethernet, coax, fiber cabling in residential and commercial environments. Old construction and New.
Troubleshot existing cabling issues with Network and Telecom plants.
Installed and Setup Telecom closets, design, wiring, punchdown.
Was responsible for programming various hybrid PBX systems and voicemail units, primarily Panasonic.
Repair and troubleshooting of PC hardware and software. Including complete rebuilds, spyware\virus removal, OS re-install, part replacement and software optimization.
SMB PC Networking, install, setup, troubleshooting. Printers, non-display terminals, POS systems and more.