Intermediate Technical Support Specialist
Broadview Networks
Total years of experience :19 years, 6 Months
As part of Silhouette IP Telephony software “Operation Support Team” in an R&D Office
located in Kanata my duties are:
· Join daily triage to follow-up on bugs raised based on problems found by
customers and work closely with development team
· Handle customers' incidents/tickets in CRM pertaining to our software VoIP
issues based on severity level
· Advanced troubleshooting of client issues using Wireshark and analyzing logs
· Re-produce problems found by customers on their production systems using our
LABs then raise a bug
· Install Silhouette 3 nodes HA IP Telephony Software using SUSE Linux in a
virtualized VMware environment
· Configure the 3 nodes and ensure all nodes are up and in service
· Web provision the newly installed silhouette systems
· Manage and support Dentrix client, a software for dentistry client
· Install VMware on our UCS system and manage/maintain the virtual machines
· Manage LAB network environment involving: vASA and Cisco equipment,
Windows servers
· Provided after hour support
Environment: LAN/WAN, Database, Gateways, Voicemail Server, Media Servers, SBC,
MBG, Cisco Routers/Switches, vASA Firewall, VMware LAB environment Mitel IP
phones, Basic SQL scripting,
Software OS: UNIX, Linux, Windows XP, ESXI VMware, and Silhouette IP Telephony
HA (High Availability)
SIP Signaling & Codec, Minet /SIP Signaling, RTCP, RTP, SRTP G.711a/ulaw, G.729
Responsible for Planning, Designing, Installing, Maintaining, and Troubleshooting
TANDBERG Video conference Infrastructure such as: Gatekeepers, Gateways,
Border Controllers, VCS, / Expressway, MPS, MCU Bridges, and providing onsite
training and technical support.
· Responsible for conducting onsite surveys on Government clients’ boardrooms to
determine sufficient requirements for Audio visual and videoconferencing
systems.
· Implemented a videoconferencing infrastructure at Public Health Agency
· Provide regular support remote and on site
Protocols/Services: TCP/IP, RTP/RTCP, H.323, SIP, H.320, H.261, H.263, H.264,
G.711, G.722, G.728, H.242, H.243, H.248, H.450, H.239. H.460,
Platforms/Hardware Expertise: TANDBERG Endpoints 1700, 150, 1000, E20 MXP T1,
T3 Codec Integrators & Profiles 880 6000, 8000.
Infrastructure Expertise: Gatekeepers, ISDN Gateways, Border Controllers, IP VCR
, VCS controllers, /Expressway Codian MCUs, MPS, Tele-presence T1,
T3, TMS Management Servers. Polycom Endpoints
Primarily responsible of planning, designing, maintaining and troubleshooting
wireless LAN networks
· Conduct site surveys to determine best RF coverage areas to achieve
Data/Voice requirements
· Additional responsibility included providing customers VoIP Assessment to test
their VoIP network’s capability and availability using NetAlly pre-assessment
client software readiness
· Install, test, troubleshoot and support TANDBERG Videoconferencing Systems
such as 1700 MXP, 6000, 8800, 8000, Profiles, and Infrastructure equipment
then provide customers with technical support
· Install and configure a test LAB ready for VoIP and Data network
· Test various Audio/Video Protocols to accommodate QoS
· Developed technical documentation to simplify the usage of TANDBERG endpoints
Environment: Audio/Video, LAN/WAN, WLAN Enterprise
Protocols/Services Expertise: TCP/IP, RTP/RTCP, H.323, Audio/Video Codec, G.711,
G729, H.264, Terminal, DDNS, Proxy and DHCP.
Software Expertise: Ekahau, Air Magnet, Net Ally, NetIQ, Packet Analyzer, Protocol
Analyzer, SNMP monitoring tools, Microsoft windows All, UNIX, Linux, Ms. office
2000/2003, Antivirus, Firewall,
Platforms/Hardware Expertise: Avaya, Cisco, Nortel Access points, Wireless
Controllers, Routers/Switches,
TANDBERG Expertise: Endpoints, Gatekeepers, Gateways, Border Controllers, VCS,
MCU, MPS, TMS,
Endpoints: IBM, Dell, HP, Clones,
Routing Protocols: RIPv1, 2, EIGRP, OSPF, IS-IS, BGP.
• Provided first & second level IT Support by troubleshooting and resolving technical issues.
• Installing, Maintaining, Upgrading, Troubleshooting POS systems, Handhelds, Printers and Scanners throughout customer relates sites.
• Installing, Maintaining, Troubleshooting Windows XP & 7, Windows 2003 Severs, DNS, Servers, DHCP, And Active Directory MS Exchange on Site.
• Worked efficiently as part of a team to meet deadlines and accomplish tasks.
• Assisted in Project management and installation of POS Systems in Most shopping centers
Environment: LAN Enterprise
Software: POS software, Windows XP, Windows 7, Windows 2003 & servers & Enterprises, UNIX, Linux OS.
Platforms/Hardware: XP tablet, handheld devices, PDA,
• Responsible for conducting site surveys and implementation of wireless broadband antennas to provide internet connections to clients
• Implemented more than 500 CPEs (Customer Premises Equipment’s) on customers' sites.
• Other duties involved conducting Wireless LAN Site surveys to determine coverage areas for Data/Voice as per customer’s request
• Developed a secure wireless network, and worked on a mesh topology project.
• Utilized GPS to collect and record site-specific data into PDA’s about city zoning area
• Installed a base station tower to provide Wi-Fi solution for a dead zone
Environment: Various office locations in the cities and countryside, satellite communications, wireless.
Software Expertise: Air Magnet, Ekahau, Microsoft OS ALL, MS office 2000/2203 UNIX,
Platforms/Hardware Expertise Spectrum Analyzer, Access points, Wireless Routers, Switches, Controllers, Management software’s tablet, handheld devices, PDA,