Kyle Bacon

Technical Support Apprentice

182 followers

Fareham, England, United Kingdom

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Timeline
About me
Senior Solutions Engineer at Callroute & sipsynergy
Education
- NiTP IT Apprenticeship Academy Portsmouth
  2012 - 2013
  BTEC Level 3 Diploma in Professional Competence for IT and Telecoms Professionals Information Technology
- NiTP IT Apprenticeship Academy Portsmouth
  2012 - 2013
  Edexcel BTEC Level 3 Diploma in ICT Systems and Principles Information Technology
- Crofton Secondary School
  2005 - 2010
- HSDC Havant & South Downs
  2010 - 2012
  BTEC Level 3 - Networking and System support Information Technology
Experience
- NewNet Ltd
  Jul 2012 - Jul 2013
  Technical Support Apprentice
  • Developing communication and customer service skills.• Learning about telecommunication services and help desk procedures.
- Timico
  Jul 2013 - Dec 2016
  Technical Support Advisor
  • Provided outstanding technical support to clients across multiple telecom services.• Liaise closely with external third party suppliers to assist with troubleshooting for restoration. • Following Incident management procedures to a high standard.Supported services:- DNS, Email, Web hosting, Fixed Line- Connectivity (ADSL, FTTC, EFM)- VoIP (Mutiple vendor Hosted, SIP trunks & PBX)
- Sipsynergy
  Dec 2016 - now
  • Utilizing packet analysis tools such as Wireshark to perform thorough SIP troubleshooting.• Configuring and testing Cisco IOS devices and ensuring regular updates to the configuration and software of customer premises equipment (CPE) hardware using Ansible.• Providing configuration support for SIP trunks, CUBEs, CUCM, UCCX, WebEx collaboration tools, and in-house built open-source telephony stacks.• Participating in a 24x7 on-call rotation every other week and emergency support as needed.• Technical contact of RIPE NCC database, ROA information, and network data. Show less
  - Senior Solutions Engineer
    Dec 2021 - now
  - Solutions Engineer
    Sept 2020 - Dec 2021
  - Support Engineer
    Dec 2016 - Sept 2020
- Callroute
  Sept 2020 - now
  Senior Solutions Engineer
  Callroute connects and simplifies telephony.
Licenses & Certifications
- MTA - Networking Fundamentals
  Microsoft
- Cisco Certified Network Associate Routing and Switching (CCNA)
  Cisco
  May 2019
- CCENT (Cisco Certified Entry Networking Technician)
  Cisco
  Sept 2018
- Cisco Certified Technician (CCT)
  Cisco
  Oct 2017
- SSVVP
  The SIP School
  Feb 2017