Guy Everest

Diagnose SIP/RTP call flows and engineer SIP trunk, SBC, FreeSWITCH-based voice-gateway, dial-plan, routing, and endpoint-provisioning solutions for UCaaS/CCaaS migrations. Coordinate carrier and vendor escalation paths to resolve client-reported voice-quality and connectivity issues.

Oversaw 150+ enterprise UCaaS/CCaaS accounts and resolved escalated VoIP and SIP incidents including registration failures, one-way audio, and call quality issues. Owned high-severity cases in Zendesk through resolution and mentored Tier 1 technicians.

Led end-to-end VoIP migration for 3 municipal agencies covering 200 devices, 423 extensions, and 4 IVR flows. Architected dial plans, routing logic, and network-optimization changes that kept emergency and public-service phone lines running with zero disruption.

Owned technical escalations and drove resolution across carriers, vendors, and internal teams. Managed phone systems, network troubleshooting, and provisioning server, and administered Microsoft Teams Phone licensing for 300+ users.

Certified as a Senior and Junior IP Phone Engineer.

Grade: 4.0

Earned a Master of Science in Information Systems Management and Security with a GPA of 4.0.

Grade: 3.7

Earned an Associate of Science in Information Technology with a GPA of 3.7.

Earned an Associate of Science in Computer and Information Systems.

Earned CompTIA Network+ and CompTIA A+ certifications.