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Joshua Alexander

@joshua-alexander

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Technical Support Specialist focused on VoIP, networking, and exceptional customer service.

United States

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What I'm looking for

I am seeking a hands-on VoIP or networking role where I can troubleshoot complex systems, improve uptime, create documentation, and work with collaborative teams to support enterprise customers.

I am a technical support professional with eight years in VoIP, networking, and systems administration, dedicated to delivering reliable, customer-focused solutions.

In my previous rolls I’ve troubleshoot and resolve enterprise VoIP issues, provision devices for large hospitality and contact center deployments, and configure BroadSoft and Sangoma systems while integrating UCaaS into client infrastructures.

My background includes hands-on experience with Cisco and Juniper routing/switching, SolarWinds and Zabbix monitoring, Asterisk PBX and Broadworks configurations, and Linux server administration using Puppet and Python automation.

I maintain strong customer empathy, create clear documentation and knowledge-base resources, and hold certifications including SSCA SIP School, Polycom Technical, and cPanel Technical to support continuous technical excellence.

Experience

Work history, roles, and key accomplishments

Current

VoIP Engineer

Current

Fourteen IP

Oct 2020 - Present (5 years 1 month)

Troubleshot, monitored, and resolved enterprise VoIP issues, provisioned devices for large hospitality and call center deployments, and integrated UCaaS into client infrastructures while producing configuration documentation.

SIP Sangoma Documentation

VoIP Engineer

Summit Broadband

Jun 2018 - Oct 2020 (2 years 4 months)

Analyzed and resolved telecom and network topology issues, administered Juniper and Cisco routing/switching equipment, and monitored system connectivity using SolarWinds to support outage restoration and Tier II operations.

Juniper Cisco Solarwinds Incident Management

VoIP Engineer

VoiceOnyx

Jun 2015 - May 2019 (3 years 11 months)

Resolved escalated business customer VoIP issues, configured Asterisk PBX systems, monitored connectivity with Zabbix, and maintained internal knowledge base and Polycom endpoint support.

Asterisk Polycom Zabbix Connectivity Monitoring Knowledge Base

Linux System Administrator II

HostDime

Sep 2012 - Jun 2015 (2 years 9 months)

Managed and automated Linux server environments using Puppet and Python, resolved DNS/Apache/MySQL/PHP/Tomcat/Nginx issues, performed server migrations, and served as an escalation point for complex hosting incidents.

Linux Puppet Python DNS Apache MySQL Nginx Server Migration

AT&T Business Service Rep

Convergys

Mar 2011 - Sep 2012 (1 year 6 months)

Handled inbound business customer service for AT&T accounts, troubleshooting phone and cellular issues, managing large accounts, and addressing billing and equipment sales inquiries.

Account Management Billing Support Sales Support