Guy Everest

Experience

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  Vonage

  May 2005 - Oct 2007

  Advanced Tech Support

  Working directly with engineers to solve customer issues and prevent future problems. Beta testing of new products. Calling back Customers to further troubleshoot and create trouble tickets.

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  Verizon

  Oct 2007 - Feb 2019

  Tech Support/ Help desk

  Answer incoming calls for technical support issues.Working with customers on the telephone to isolate/resolve problems with the equipment at a customer location.Initiating service order corrections and changesWorking with Network technicians and engineers to resolve issuesAssisting fellow techs to resolve issues in real time.

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  SICOM

  Jun 2017 - Oct 2017

  Technical Support Representative

  Responsible for providing dependable and timely resolution to customer service requests. Calls are to be handled in a professional and efficient manner, following departmental policies and procedures. Individual must be self-motivated, able to multi-task and possess the ability to handle highly technical support call volume.Responsibilities· Resolve customer service requests via established troubleshooting procedures· Perform tasks of Customer Support Representative as needed· Maintain knowledge of all products and troubleshooting procedures for assigned team· Provide feedback on service tickets that remain unresolved at end of shift· Follow departmental procedures regarding customer call etiquette and escalations· Cooperate and communicate with other team members to meet departmental goals· Follow all company policies and procedures, including adhering to scheduling and attendance requirements.TCP/IP networking configuration, DHCP, Linux (most important), SQL. remote technical support experience Show less

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  ConnectMeVoice by Cloudli

  Aug 2019 - now

  VoIP Technician

  • Customized Template and phone programing on VoIP Phones• Admin on Yealink, Polycom, Aastra, Grandstream, Fanvil, Sangoma and Snom VoIP phones. • Auto-Provisioning setup, maintenance and troubleshooting.• Customer Account Management for corporations and pharmaceutical companies • Tests and maintain both local VoIP systems in business and large networks• Oversee the installation and management of VoIP networks and devices• Analyze and troubleshoot internal and external VOIP issues• Expert level knowledge of VOIP protocols such as SIP, RTP/SRTP• Experience with Session Border Controllers and Voice Gateways• Deep understanding of SIP call flow and can analyze complicated call signaling using packet analyzers Sniffer as well as VoIP Monitor to troubleshoot and resolve Customer issues.• Training end users and technicians on features/services• intrusion detection and prevention. Show less