Mark Edwil R.

Customer Experience & Tech Support | VoIP Software, VoIP, Server

Hi. I work as a VOIP Engineer / IT / Technical Support Engineer / Telecommunications Engineer with Yeastar Technician, Routing Specialist, and Security Specialist certification. My goal is to provide best-in-class IT support and implementation projects. I got more than five years of extensive experience in Telecommunications, IT Support, Help Desk, Data Network, VoIP, Project implementation, and many more. I have strong experience in Customer IT Support and Project Management, managing on-premises and cloud environments. Effectively plan, install, configure, troubleshoot, and optimize IT infrastructure to achieve high availability and performance. I am passionate about data collection, analysis, and resolving customer's technical problems. I've worked on the implementation of custom solutions for clients in the Small-Mid Size business sector with up to 300 users, which included: ✅ migration from ISDN to VOIP Netsapiens platform (VoIP) ✅ implementation of computer network including router and switch ✅ implementation of VOIP phones such as Yealink, Grand stream, Polycom, Cisco ✅ implementation and troubleshooting of Netsapiens Softphone on Android and Windows And many more In implementing complex IT projects, I use the following approach: 1. Assess customer needs 2. Study business workflows 3. Architect and plan implementation of the solution 4. Implementing and deploying the solutions 5. User adoption and training 6. Ongoing Support My recent work and experience: 1. ✅ VOIP Engineer - New York, NY - Helpdesk implementation and ongoing helpdesk support - Phone System implementation and ongoing changes. - Assisting clients using TeamViewer or Any Desk to troubleshoot their Phones or LAN problems 2. ✅ Senior Telecom Network Engineer (Gur Lavi Communications)- a leader in Project Implementation and Management - Manila, Philippines - Network and VOIP configuration for all customers - Managing Netsapiens as company's main VOIP Platform - Responsible in reading, analyzing and Drawing of Network Diagrams and design to properly address customer's fault and needs. 3. ✅ VOIP Technician (Birns Telecommunications, Inc)- New York, NY - Responsible in monitoring and maintaining the voice and data network functionality of Dynalink Communications client - Supports level 2 and level 3 customer’s voice and data network issue - Responsible in answering Customer's Inquiry through Email and Calls - Responsible in working with Clients' Technical Team and Network Team for faster Case resolution 4. ✅ Corporate Helpdesk Engineer Level 2 (TPG Telecoms / AAPT) - Manila, Philippines - Troubleshoot service from TPG Telecom like ( EFM, ADSL, SHDSL, 3G, PIPE, ETHERNET, FTTN, FTTB,FTTP) - Use TPG DSLAM, Radius Server Test, VPDN Tool, MRTG, and SRAA, for network troubleshooting - Responsible in Coordinating and Liaising with Other departments (I.E. MACD, NOC, Service Delivery, Order Assurance, NOC, Account Management and Help Desk) I will be glad to share how my recent experience would be useful. Tell me if you are available to discuss details. I’m happy to answer any questions you might have about the details of your project.