Abel Diaz
@abeldiaz
Escalation Engineer delivering Tier 2 technical support for VoIP, networking, and SaaS issues through root-cause troubleshooting.
United StatesWhat I'm looking for
I’m an Escalation Engineer and Tier 2 Technical Support professional with 2+ years of experience troubleshooting hardware, software, networking, and VoIP environments. I focus on incident management, root cause analysis, and clear documentation to quickly restore service for end-users.
At Lightspeed Voice, I diagnose complex SIP/VoIP issues—covering call routing, audio quality, registration, and hosted PBX—using systematic troubleshooting. I also investigate TCP/IP, DNS, DHCP, NAT, VPN, firewall, and network connectivity problems that impact voice services and endpoint communications, and I collaborate with Engineering and Product to resolve high-impact customer incidents.
Previously at NTT DATA, I provided Tier 1 enterprise support by resolving hardware, software, account access, and connectivity issues while maintaining high customer satisfaction. I managed and escalated incidents through ServiceNow, documented troubleshooting steps to meet SLAs, and supported Windows environments and business applications through remote diagnostics.
Experience
Work history, roles, and key accomplishments
Escalation Engineer
Lightspeed Voice
Jan 2024 - Present (2 years 6 months)
Diagnose and troubleshoot complex SIP/VoIP hosted PBX issues, including call routing, audio quality, registration, and endpoint communications. Resolve network-related problems by investigating TCP/IP, DNS, DHCP, NAT, VPN, and firewall connectivity issues and collaborate with engineering/product teams to investigate defects and root causes.
Provide Tier 1 technical support by troubleshooting hardware, software, account access, and connectivity issues for enterprise users. Manage and escalate incidents in ServiceNow, document troubleshooting steps, and resolve issues according to SLAs while supporting Windows environments through remote diagnostics.
Education
Degrees, certifications, and relevant coursework
Cisco
Cisco Certified Network Associate (CCNA), Computer Networking
Pursuing the Cisco CCNA certification, expected to be completed in November 2026.
Florida International University
Bachelor of Arts, Computer Science
2018 - 2022
Earned a Bachelor of Arts in Computer Science from Florida International University from 2018 to 2022.
Availability
Location
United StatesAuthorized to work in
Job categories
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