EP

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Ermelinda Preni

@ermelindapreni

Technical Support Team Lead and VoIP Systems Engineer, specializing in Linux VoIP infrastructure, escalations, and carrier coordination.

What I'm looking for

I’m looking to lead VoIP/NOC operations where I can own escalations, troubleshoot SIP and routing deeply, improve incident response through root cause analysis, and mentor engineers while supporting reliable cloud-based telecom services.

I’m a Technical Support Team Lead and VoIP Systems Engineer with over 4 years of experience supporting international telecom and VoIP infrastructures. I install, configure, and maintain Vicidial, Asterisk, FreePBX, and Vicibox environments, and I’m hands-on with SIP, RTP, registration, routing, and call quality troubleshooting.

In fast-paced production environments, I manage Linux-based VoIP platforms and ensure optimal performance through monitoring of CPU, memory, storage, and service availability. I use SQL querying for troubleshooting, reporting, and data extraction, and I investigate Vicidial database performance issues to support stable operations.

I lead technical support operations end-to-end—coordinating complex incidents, handling escalations, and working directly with carriers and providers through ticketing systems until resolution. I also train and onboard new engineers, led the Technical Support Department for the last two years, and coordinate daily workload management, mentorship, and root cause analysis.

Experience

Work history, roles, and key accomplishments

CC

Current

Technical Support Team Lead

Current

Confidential Telecom & VoIP Company

Jan 2022 - Present (4 years 5 months)

Provided advanced technical support for international VoIP and telecom customers by installing, configuring, and maintaining Vicidial, Vicibox, and FreePBX environments on cloud infrastructure. Led NOC-style escalations and incident resolution, including SIP/RTP troubleshooting, dialplan/IVR configuration, SQL-based diagnostics, and carrier coordination.

VICIdial Asterisk Vicibox SIP Configuration Dialplan Development IVR Linux Administration NOC Operations

IP

Sales Manager

Internet Service Provider

Jan 2021 - Jan 2022 (1 year)

Managed customer relationships for telecom and internet services, coordinating between technical and commercial teams to deliver service outcomes. Prepared commercial proposals, negotiated service agreements, and identified new business opportunities while maintaining customer accounts.

Customer Relationship Management Account Management Proposal Development Negotiation Cross functional Coordination CRM Platforms Stakeholder Management

Education

Degrees, certifications, and relevant coursework

PT

Polytechnic University of Tirana

Master's Degree in Telecommunication Engineering, Telecommunication Engineering

2020 - 2023

Master's studies in Telecommunication Engineering at Polytechnic University of Tirana from 2020 to 2023.

PT

Polytechnic University of Tirana

Bachelor's Degree in Telecommunication Engineering, Telecommunication Engineering

2017 - 2020

Bachelor's studies in Telecommunication Engineering at Polytechnic University of Tirana from 2017 to 2020.

Tech stack

Software and tools used professionally

Gmail

Wireshark

Ubuntu

CentOS

Linux

Webmin

Root Cause

SQL

Trunk

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