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Ian Davis

@iandavis2

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VoIP Support Specialist at U-Haul who resolved 6,000+ tickets and helped fix call recording for about 1,000 accounts.

United States

Message

At U-Haul, I supported phones, call routing, voicemail, and contact center systems across locations in the US and Canada. I resolved 6,000+ tickets and served as second-in-command on a CUCM and Calabrio cleanup that fixed about 1,000 accounts with call-recording issues, including 300+ I fixed personally.

I also helped migrate voicemail boxes to a new Cisco Unity Connection server and built one-click Ivanti ticket templates that cut ticket creation from minutes to seconds. I moved from POS support to the VoIP team, and I focus on fixing call problems and explaining technical issues in plain language.

Experience

Work history, roles, and key accomplishments

Remote VoIP Support Specialist

U-Haul

Jan 2024 - Sep 2026 (2 years 8 months)

Resolved 6,000+ Tier 2–3 tickets for U-Haul locations across the US and Canada, supporting phones, call routing, voicemail, and contact center. Led a CUCM and Calabrio cleanup fixing about 1,000 accounts and migrated voicemail to a new Unity Connection server.

Cisco Unified Communications Manager (CUCM)Cisco UCCE Cisco Unity Connection VoIP SIP Calabrio Webex Jabber Microsoft Teams Ivanti Windows MacOS

POS Support Specialist

U-Haul

Oct 2022 - Jan 2024 (1 year 3 months)

Provided remote point-of-sale support for U-Haul rentals, returns, and storage, handling 30–40 tickets daily. Diagnosed hardware and software issues, managed Meraki deployments, and took on VoIP issues leading to promotion.

POS Troubleshooting Meraki VoIP Customer Support

Customer Service Representative

Consumer Cellular

Apr 2022 - Oct 2022 (6 months)

Handled high-volume inbound calls, many from seniors, fixing device, email, and connectivity issues. Earned positive QA feedback and applied coaching promptly.

Customer Service Troubleshooting Communication Skills

Remote Technical Support Representative

Mereo Fiber

Oct 2021 - Mar 2022 (5 months)

Provided Tier 1 remote support to apartment residents setting up new internet and Wi-Fi. Assisted in merging Vicidiem into Mereo Fiber, moving customers and cross-training teams.

Technical Support Internet WiFi Customer Service

Remote Scheduling Center Agent

Aspen Dental

Jan 2021 - Oct 2021 (9 months)

Booked dental patients from a HIPAA-compliant home office, regularly meeting booking goals.

Scheduling Customer Service HIPAA

Services Reservation Agent

PetSmart

Apr 2019 - Dec 2020 (1 year 8 months)

Took 100+ calls a day; grooming scheduling was added to the role due to strong performance.

Customer Service Reservations Communication Skills

Corporate Trainer, Sales Team Lead & Telemarketing Representative

Empereon-Constar

Jul 2012 - Apr 2019 (6 years 9 months)

Promoted twice and named Employee of the Month; led a team of 20–30 agents, trained classes of 25–35, and led training for a 150+ hire client launch.

Training Leadership Sales Telemarketing

Education

Degrees, certifications, and relevant coursework

CompTIA

CompTIA A+, IT Support

In progress, targeting completion by February 2027.

CompTIA

CompTIA Linux+, Linux

In progress, targeting completion by May 2027.

CompTIA

CompTIA Network+, Networking

In progress, targeting completion by May 2027.

Cisco Networking Academy

Introduction to Cybersecurity, Cybersecurity

Completed Cisco Introduction to Cybersecurity badge, verified in November 2026.

Cisco Networking Academy

Cisco Networking Basics, Networking

Completed Cisco Networking Basics and Introduction to Cybersecurity badges, verified in November 2026.

Microsoft

Professional Certificate, Cloud Computing

Earned a Professional Certificate in Microsoft Azure Essentials in November 2026.

Twilio

Professional Certificate, Programmable Messaging & Voice

Earned a Professional Certificate in Twilio Programmable Messaging & Voice in November 2026.

Fortinet

Introduction to Next Generation Firewall, Network Security

Completed Fortinet Introduction to Next Generation Firewall certification in October 2026.

Microsoft

Professional Certificate, Artificial Intelligence

Earned a Professional Certificate in Microsoft Azure AI Essentials in November 2026.

ChurnZero

Professional Certificate, Customer Success

Earned a Professional Certificate in ChurnZero Customer Success Foundations in November 2026.

Fortinet

Fortinet Cybersecurity and Cloud Fundamentals, Cybersecurity

Completed Fortinet Cybersecurity and Cloud Fundamentals certification in October 2026.

Zendesk

Professional Certificate, Customer Service

Earned a Zendesk Customer Service Professional Certificate in October 2026.

LinkedIn Learning

Training, IT and Networking

Completed training in A+ & Network+ Cert Prep, Wireshark, ITIL 4, ServiceNow, Intune, Active Directory, and VoIP & UC.

Glendale Community College

Associate in Applied Science, Healthcare Technology Systems

Earned an Associate in Applied Science in Healthcare Technology Systems, with coursework in SQL databases, web development, IT project management, and HIPAA security.