SYDNEY JONES
Rowlett,TX
Summary
Cybersecurity undergraduate with hands-on experience providing Tier 1 technical support for enterprise VoIP and unified communications systems. Experienced in troubleshooting SIP/VoIP issues, supporting users and devices in live production environments, and performing initial network and system diagnostics. Strong foundation in cybersecurity principles including authentication, encryption, and secure system configuration. Seeking an entry-level role in cybersecurity, network security, or systems support.
Overview
1
1
year of professional experience
Work History
Tier 1 Support Technician – VoIP & Unified Communications
Clearspan Communications (formerly Mitel)
03.2025 - Current
- Handled Tier 1 technical support for users on Clearspan unified communications platforms, troubleshooting VoIP, SIP-based telephony, PBX features, and softphone client issues.
- Troubleshoot call routing issues, SIP registration failures, one-way audio, dropped calls, and endpoint connectivity problems.
- Performed initial network diagnostics related to voice services, including firewall and NAT behavior, DNS/DHCP issues, QoS-related call quality problems, and LAN/WAN connectivity.
- Assisted customers with provisioning and validation of user endpoints and UC features such as voicemail, call forwarding, and remote office functionality.
- Monitored system alerts daily, documented findings related to VoIP performance, and escalated issues to Tier II/III engineering teams when required.
- Resolved incidents and service requests using BMC Remedy, ensuring accurate documentation and clear communication with customers.
- Executed maintenance tasks for live production systems, ensuring consistent system stability and operational performance.
Education
Bachelor of Science - Cybersecurity, Criminal Justice
University of North Texas
Denton, TX05-2026
Skills
- Cybersecurity & Networking: Firewalls, IDS/IPS concepts, VPN concepts, SIP/VoIP security fundamentals, authentication and authorization (JWT, MFA), encryption fundamentals (RSA, AES), DNS, DHCP, NAT, QoS, LAN/WAN
- VoIP & Unified Communications: VoIP, SIP-based telephony, PBX systems, call routing, call quality troubleshooting, softphones, endpoint provisioning, UC feature management
- Systems & Tools: Windows environments, Linux, Git, Bash
- Programming: Python, C, JavaScript
Timeline
Tier 1 Support Technician – VoIP & Unified Communications
Clearspan Communications (formerly Mitel)
03.2025 - Current
Bachelor of Science - Cybersecurity, Criminal Justice
University of North Texas
Additional Experience
Jersey Mike’s Subs — Shift Lead
Rowlett, TX | June 2021 – August 2022
- Customer-facing role emphasizing communication, teamwork, and responsibility in a fast-paced environment.