Jacob LeVering
VoIP Network Specialist
Salt Lake City,UT
Summary
Diligent Voice Operations Technician successful in the VoIP field. Over 10 years of hands-on experience working in different VoIP systems and telecommunications businesses. A strong team player works with little to no supervision and excellent team communication. Excellent abilities in troubleshooting, finding issues, and coming up with solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Voice Network Engineer
Fidelity Investments
02.2023 - Current
- Current role deals with Genesys Voice services from end user to carrier and maintaining service for 100s of locations and 1000s of associates
- System Admin on Genesys servers in 2 data centers
- Phone configurations for Polycom phones
- VoIP/SIP troubleshooting over entire network
- Monitor and maintain network and software components according to established guidelines and best practices.
- Supported global network users with connectivity, VPN, and access issues.
Voice Network Engineer
Alianza, Inc. (Cloud Communications platform)
04.2017 - 12.2022
- Started as VoIP Support Specialist diagnosing issues for 200+ ISPs on Alianza cloud platform and moved into team lead role after 4 months
- Created and documented process for escalating bugs to both Operations and Development teams
- This included how to properly diagnose bugs
- Handled customer-facing escalations for largest clients and led team of VoIP Specialists to do same
- Became subject matter expert for all outage incidents affecting cloud communications and proprietary call routing and switching platform
- Named Employee of Month for always pushing Support department to better future by finding processes that needed reworking
- Oct
- 2019 - Moved into role as Ops Voice Engineer
- Optimizing setups and configuration for both new and old customers on Oracle SBCs
- Troubleshoot any SIP/VoIP issue from end user's device to core of network in cloud and up to carriers
- Ran all day-to-day operations for Voice team including monitoring, troubleshooting, and alerting
- System had over 350k registered end-users with over 200 ISPs running up to 100+ calls per second
- Diagnosed issues causing outages for customers, resulting in issues being resolved within minutes rather than hours or days
- Created documentation for many of processes and configurations used in On-Boarding and Troubleshooting processes
- This documentation assists in training new personnel and keeping track of customers going through onboarding
- Created automation for Oracle SBC configurations, allowing us to create new configurations within minutes compared to hours.
- Installed and maintained systems and analyzed users' needs.
- Developed and implemented procedures for preventive maintenance, backup, and data recovery.
Tier 3 Network Technician Supervisor
CallSights for GoTo Connect (formerly Jive VoIP Communications)
07.2014 - 04.2017
- Supervised and trained team of 10+ network support representatives
- Assisting and training team on Jive VoIP products and network troubleshooting
- Escalated tickets to both NOC and Development teams after proper diagnoses of issues to create more fluid process for customers to get bugs reported and resolved
- Created in-depth process for configuring Adtran routers sent to customers. This allowed engineers to send out 100s of routers per week instead of 10s
- Became knowledge resource on Support team for troubleshooting network issues affecting customers' VoIP systems and devices
- Became Subject Matter Expert within Support org for other departments, assisting Channel Sales, Project Development, NOC, Development, and Field Engineering teams whenever needed
- Created new department in Support and became first Tier 3 Network Support Team Manager
- Took over project troubleshooting large multi-campus school networks situated in California with mostly Cisco routers and switches
- Trained, motivated, and worked alongside team of highly skilled network technicians improving morale and increasing overall efficiency with positive environment
Education
No Degree - Computer And Information Sciences
Utah Valley University
Orem, UTSkills
- Oracle SBCs
- Session Initiation Protocol (SIP)
- SIP Trunking
- Wireshark
- Packet Captures(PCAPs)
- IP Phones
- Voice over IP (VoIP)
- Linux
- Python
- AWS Route 53 SRV/DNS
- VoIP Monitoring Applications
- Datadog
- VoIP Troubleshooting
- Networking Troubleshooting
- APIs
- Stir/shaken
- Anti-fraud Monitoring
- VoIP Systems
- Network Troubleshooting
Websites
Certification
- CCNA - (Working on renewal)
- SIP School (SSCA)
- Adtran ATSP/Internetworking
Timeline
Voice Network Engineer
Fidelity Investments
02.2023 - Current
Voice Network Engineer
Alianza, Inc. (Cloud Communications platform)
04.2017 - 12.2022
Tier 3 Network Technician Supervisor
CallSights for GoTo Connect (formerly Jive VoIP Communications)
07.2014 - 04.2017
No Degree - Computer And Information Sciences
Utah Valley University
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