Paul Edmunds
Ottawa,Ontario
Summary
17 years of tech support experience in IT and VoIP telephony. Passionately curious, striving to learn and improve with each task. Anxious to share ideas, teach others and answer questions in order to learn. Diplomatic and highly technical with an objective data-driven approach to solve issues rather than win arguments.
Overview
17
17
years of professional experience
Work History
L3 Technical Support
Mitel Networks
07.2019 - Current
- Drove complex multi-product technical investigations with executive-level visibility
- Handled escalations tickets from L2 support team, mentored incoming employees
- Worked with multiple software design teams to qualify and verify field-found defects
- Troubleshoot call signalling/audio across for servers, devices, trunks end to end across voice network
- Global subject matter expert for call recording issues, delivering training presentations to a global audience
- Frequently worked with 3rd party vendors (Firewall, SIP Providers, IT admins)
- Data-driven approach with Wireshark and regexp, Python and Excel to parse large log files
- Wrote knowledge base articles, both internal and external
Technical Support Specialist
Mitel Networks
04.2012 - 07.2019
- B2B support for certified vendors installing and troubleshooting Mitel Telephony solutions
- L1-L2 support handling queue calls, lab reproduction and initiating design escalations
- Linux-based Unified Communications client/server and VoIP/SIP Internet Gateway
- Windows-based call recorder running SQL interfaced to Mitel voice network
- Vmware, Active Directory, MS Exchange, Web certificates.
Desktop Support
PIKA Technologies
12.2008 - 09.2011
- Desktop support and system administration for small company of ~150 employees
- Maintained corporate PBX, hybrid of R&D Asterisk and legacy Nortel BCM
- Active Directory, MS Exchange, Microsoft Office admin
- Purchasing, deployment and maintenance of all end-user desktop equipment.
Technical Support Specialist
Pika Technologies
10.2006 - 11.2008
- Supported software developers writing IVR, Fax, Call recording apps for CTI boards, for Analog, ISDN, SIP Telephony
- Supported hardware and both high/low-level software APIs, maintained sample applications in C++
- Worked closely with all levels of the organization; design, VE, IT, sales, marketing, executive leadership.
Education
Bachelor of Systems and Computer Engineering -
Carleton University
Ottawa, Ontario01.2004
Skills
- SIP/VoIP telephony, RTP packetization, TLS, Web certificates,
- Wireshark, Notepad, RegExp, Putty, Linux, Windows, SQL,
- Microsoft Office: Word, Excel, Powerpoint, OneNote
- SalesForce and BMC Remedy ticketing systems
- Atlassian/JIRA software defect management
Languages
Timeline
L3 Technical Support
Mitel Networks
07.2019 - Current
Technical Support Specialist
Mitel Networks
04.2012 - 07.2019
Desktop Support
PIKA Technologies
12.2008 - 09.2011
Technical Support Specialist
Pika Technologies
10.2006 - 11.2008
Bachelor of Systems and Computer Engineering -
Carleton University
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