Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Michael Mulherin

Michael Mulherin

Cedar Rapids,United States

Summary

An experienced VoIP Technician that is responsible for the customer-facing aspects of a VoIP Network. With a focus on excellent customer support, provisioning, change requests, troubleshooting/repair, and client communications.

Overview

12
12
years of professional experience

Work History

VoIP Technician

HostMy
03.2024 - Current
  • Provided remote support and troubleshooting for HostMy hosted business telephone service, with expertise in configuring and managing Yealink phones.
  • Diagnosed and resolved complex VoIP issues, including network infrastructure, routing, and firewall configurations, ensuring seamless communication for clients.
  • Utilized the Bicom PBX platform to design and optimize efficient call flows tailored to customer needs.
  • Managed and updated IVRs (Interactive Voice Response) and Hunt Groups based on customer requests to enhance communication workflows.
  • Assisted in supporting and maintaining the SMS texting platform, addressing technical issues and ensuring reliable message delivery for clients.

Switch Control Center Tier II Technician

Aureon
01.2018 - 08.2023
  • Responsible for development, testing, implementing and supporting all designs for hosted unified communications needed to deliver customer solutions
  • Provided technical leadership and collaboration with internal groups to ensure clients needs are met
  • Participated in the highest level of internal escalation for all voice and UC issues, including but not exclusively, connectivity, quality of service, break(fix, voice quality, and configuration) feature, services and network issues within the environment
  • Provided internal and client support for signaling and media platforms, including etaSwitch, BroadSoft, Perimeta Session Border Controllers, EdgeWater Networks Session Border Controllers, Cisco media Gateways
  • Assisted with large migration of clients from an outdated revision of Broadworks to standard
  • Proficient with documentation of processes and how-to guides, and call flow diagrams
  • Was the point of contact for clients within the Voice and Unified Communications systems for support and provisioning of the UC platforms
  • Maintained a thorough understanding of VOIP and traditional call flows and signaling protocols
  • Perform project work including server platform design, security enhancements, upgrades and migrations
  • Work directly with clients to solve communication problems and implement new technology
  • Represent the company as a face for the Voice products in relationships with clients
  • Work with vendors of various PBXs to best design inter-working solutions

Gas Leak Surveyor

Dan Fitzgerald & Associates
04.2017 - 12.2017
  • Walk along buried gas mains using a natural gas detection device to locate any underground leaks
  • Inspect gas pipes and conduits to identify and pinpoint the origin of leaks
  • Inspect gas meters located on residential, commercial and industrial buildings for any compliance faults
  • Reporting leaks and compliance issues to managers for review

Server

Millstream Brau Haus
08.2016 - 04.2017
  • Prepare tables with special attention to sanitation and order
  • Attend to customers upon entrance
  • Present menus and help customers select food/beverages
  • Take/serve orders and answer questions or make recommendations for other products
  • Collaborate with other restaurant servers and kitchen/bar staff

Technical Support Specialist

LightEdge Solutions
02.2013 - 07.2016
  • Provide first-level client support and technical issue resolution via e-mail, phone and other electronic mediums
  • Accurately document all service requests
  • Exercise sound judgment and escalate service requests and incidents as needed
  • Monitor client services for availability and up-time
  • Configuration and testing of client equipment remotely and on site
  • Obtain comprehensive understanding of company offered services and systems
  • Identify and correct or advise, on operational issues in client systems
  • Participate in a 24x7x365 on call rotation and willing to work weekends and extended hours at times
  • Dispatch to client sites
  • Other duties as assigned

Education

Associates - Criminal Justice

Kaplan University
Cedar Rapids, IA
10.2012

Computer Science -

Kirkwood Community College
Cedar Rapids, IA
01.2007

Computer Engineering -

Iowa State University
Ames, IA
05.2004

Skills

  • Customer Service

  • Information Technology

  • Voice over IP

  • Broadworks

  • Session Initiation Protocol

  • Polycom

  • Webex

  • Linux CLI

  • Edgewater Session Border Controllers

  • Bicom PBX Platform

  • Yealink

References

Dillon Davis from Aureon

dillon.davis@aureon.com - 515-360-4035


Brad Fortune from TDS Telecom
319-721-7614


Todd Wirth from Zoom
todd@hawkfans.com - 319-551-2337

Timeline

VoIP Technician

HostMy
03.2024 - Current

Switch Control Center Tier II Technician

Aureon
01.2018 - 08.2023

Gas Leak Surveyor

Dan Fitzgerald & Associates
04.2017 - 12.2017

Server

Millstream Brau Haus
08.2016 - 04.2017

Technical Support Specialist

LightEdge Solutions
02.2013 - 07.2016

Computer Science -

Kirkwood Community College

Computer Engineering -

Iowa State University

Associates - Criminal Justice

Kaplan University

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Michael Mulherin