Larry Lakpor
Providence,RI
Summary
Experienced Cloud Support Engineer with 8 years of hands-on experience providing remote technical support, VoIP troubleshooting, hosted PBX administration, and network support in fast-paced environments. Skilled in supporting cloud-based phone systems, SIP/VoIP technologies, endpoint devices, and customer networking infrastructure. Strong background in ticket management, client communication, issue resolution, and Tier 1–2 technical support. Holds a bachelor’s degree in network engineering and known for delivering dependable customer-focused support while managing multiple priorities independently.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Cloud Support Engineer
Votacall
Boston, MA
01.2018 - Current
- Provide Tier 1–2 remote technical support for hosted VoIP and cloud communication platforms
- Troubleshoot SIP registration, call routing, audio quality, codec mismatches, latency, and network-related voice issues
- Support IP phones, Softphones, mobile applications, and PBX-related services
- Assist clients with service requests, phone provisioning, extension management, auto attendants, call queues, voicemail, and fax services
- Diagnose networking issues involving routers, switches, firewalls, VLAN, NAT, and ISP connectivity
- Work daily within ticketing systems to document troubleshooting steps, resolutions, and follow-up actions
- Deliver professional customer support while managing multiple client issues simultaneously
- Coordinate with carriers, internal engineering teams, and vendors to resolve escalated issues
- Perform remote onboarding, troubleshooting, and support for endpoint devices and hosted services
- Support platforms including hosted PBX systems, SIP trunking, and cloud communication solutions
IT Support / Help Desk Support
Tufts Health Plan
Watertown, MA
11.2017 - 10.2018
- Provided technical support to end users for desktop, software, and connectivity-related issues
- Assisted with workstation setup, troubleshooting, password resets, and account support
- Resolved Tier 1 help desk tickets while maintaining excellent customer service standards
- Supported users remotely and onsite with hardware and software troubleshooting
- Escalated advanced technical issues when necessary and documented resolutions accurately
Education
Bachelor of Science - Network Engineering
Johnson And Wales University
Providence, RI05.2017
Skills
- Hosted PBX / Cloud Phone Systems
- SIP Troubleshooting & Call Flow Analysis
- IP Phone Provisioning & Registration
- Avaya IP Office (familiarity)
- NetSapiens / Hosted VoIP Platforms
- Network Troubleshooting
- Customer Service & Client Communication
- Router, Switch & Firewall Troubleshooting
Certification
SIP/VoIP Certifications
Timeline
Cloud Support Engineer
Votacall
01.2018 - Current
IT Support / Help Desk Support
Tufts Health Plan
11.2017 - 10.2018
Bachelor of Science - Network Engineering
Johnson And Wales University
Additional Qualifications
- 8 years of telecom and cloud support experience
- Strong understanding of VoIP technologies and hosted communication systems
- Experience troubleshooting networking and endpoint connectivity issues
- Excellent written and verbal communication skills
- Comfortable working independently in remote support environments
- Fast learner with strong analytical and problem-solving abilities
Personal Information
Title: Cloud Support Engineer