Kevin

Technical Support Engineer

Part of the Workforce Optimization team in Five9.. Oversaw strategic workforce planning and scheduling to align staffing with operational requirements and ensure seamless business performance.. Utilized and managed quality monitoring tools—including call recording and playback systems—to evaluate compliance with established standards.. Produced and delivered detailed quality metrics reports and analytics to track performance trends, highlight improvement opportunities, and measure the effectiveness of training and coaching initiatives.. Experienced in handling and troubleshooting CCaaS Administrator issues, APIs, Digital Channel and CRM Integrations.

VOIP Support Engineer

Diagnosed and resolved SIP and PBX-related voice faults to maintain reliable communication systems.. Managed customer and reseller issues and service requests through the ticketing system, ensuring timely resolution.. Escalated complex faults to upstream carriers for advanced troubleshooting.. Provided accurate, timely guidance to customers for effective issue resolution.. Assisted clients with requested modifications to their Virtual PBX setups.

ADSL & NBN Engineer

Addressed ADSL connectivity issues by conducting thorough assessments and delivering effective solutions tailored to each case.. Provided technical evaluations and recommendations for ADSL and NBN VoIP-related concerns.. Documented technical work and processes to support colleagues and clients with accurate reference materials.. Developed training materials in specialized fields to enhance team knowledge and performance.. Delivered training sessions to colleagues, promoting best practices in case handling and technical support.. Diagnosed, analyzed, and resolved faults within product environments under time-sensitive conditions, ensuring rapid detection, isolation, and resolution.

Customer Service Representative

Technical Support Representative