Melbourne, Victoria, Australia
An ICT professional with over 10 years of experience working across various positions, including high-performance team leadership, technical support and customer onboarding. Adept at problem solving and fault-finding. Able to build and maintain strong relationships with internal & external customers and resolver groups. Specialties: IP-Voice Technologies & Protocols, Data Networking, Unified Communications, SMB to Enterprise Service Support and Management, Troubleshooting, Strong Customer Focus.
- Team Management: • Oversee the day-to-day operations of the team. • Build and maintain a knowledge base which covers our product suite which includes: SIP Trunks, High-Speed Ethernet, Various UC Platforms (MS Teams, BroadCloud, Cisco WebEx), and ADSL & NBN services. • Coach and mentor the team on performance, processes, and behaviours. • Nurture and promote a collaborative work environment. • Build and analyse reports to ensure we meet SLAs. • Work closely with customer account managers to ensure positive outcomes. - Service Management & Support: • Oversee the resolution of escalated and critical customer cases. Getting involved when necessary. • Plan, develop, and deploy sophisticated voice and data network solutions. Including hands-on configuration and support of hardware and software, such as routers, SBCs, voice gateways, and firewalls. • Analyse Unix based server logs as part of the voice fault troubleshooting process. Including studying SIP packet captures, RTP/media server and AAA server logs. • Stay up to date on network change management events being carried out by both internal actors and 3rd party vendors. Communicate impacts to customers, and help plan impact mitigation when required.
•Provide level 1 IT support to internal staff. •Maintain company hardware infrastructure. •Setup new employee user accounts in Active Directory, Exchange, Cisco Unified Communications Manager.