- Provide essential assistance to businesses encountering issues/bugs with our SaaS application. - Meticulously analyze customer systems to identify and resolve issues related to telephony or network functionality. - Leverage diagnostic tools such as Jam.dev, Fullstory, Wireshark, CMD, PowerShell, or macOS Terminal for comprehensive network testing. - Prioritize swift issue resolution with minimal downtime to ensure a seamless user experience. - Actively communicate customer feedback, including bug reports and feature requests, to foster continuous improvement and ensure customer satisfaction. - Thoroughly document all issues and bugs being reported, as well as provide constant updates to both customers and product team.

- Played a pivotal role in modernizing telephony systems through migration to cloud-based platforms. - Oversaw extension assignments, troubleshoot calling issues, and managed Microsoft 365 and Azure platforms. - Successfully teamed up in the migration of legacy telephony systems, enhancing communication efficiency and scalability. - Achieved seamless integration of cloud-based platforms, contributing to enhanced productivity and performance.

- Provided software and hardware on-site support, including DHCP and AD management. - Managed inventory and handled ticket resolution using BMC TrackIt, ensuring efficient operations. - Conducted UAT testing for new projects and campaign implementations, ensuring smooth deployment and functionality.

- Managed DHCP and Active Directory, ensuring smooth systems operations. - Provided Windows remote support and troubleshoot company-developed apps and systems. - Handled ticket resolution, with high detail as well as escalate complex issues, and troubleshoot soft-phone and hard-phone issues in collaboration with other departments.