Open to opportunities

Paulkevin Sales

@paulkevinsales

Senior Telecom & VoIP Engineer delivering Teams Voice, Direct Routing, SIP troubleshooting, UCaaS, and customer success.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused UCaaS/VoIP team where I can own escalations, troubleshoot SIP and call quality end-to-end, and improve provisioning and call routing reliability while collaborating with engineering and carriers.

I’m a Senior VoIP and UCaaS Technical Support Engineer with 5+ years of experience supporting enterprise cloud communication platforms, including Access4, ChannelUC, Evolve IP, Vonage, and Ooma. I specialize in SIP troubleshooting, Microsoft Teams Direct Routing, CC4Teams, Ribbon Connect, number porting, call routing, and service provisioning—then stay with the issue through resolution.

I’ve supported partner-facing and enterprise environments by diagnosing problems like packet loss, jitter, one-way audio, registration failures, and complex call-flow failures. I configure IVRs, hunt groups, auto attendants, and manage escalations by coordinating with carriers and engineering teams.

Before moving deeper into technical support, I brought 6+ years of customer service experience with a strong focus on communication and customer satisfaction. At TELUS International (Ooma), I maintained a 96% CSAT rating and managed over 800 customer support cases, and at Microsourcing (Evolve IP), I handled VIP escalations and mentored junior analysts.

Experience

Work history, roles, and key accomplishments

Technical Support Analyst

Outforce

Jul 2025 - Mar 2026 (8 months)

Provided advanced partner-facing support for Access4 and ChannelUC, troubleshooting SIP services and Microsoft Teams Direct Routing through Ribbon Connect and CC4Teams. Configured IVRs and hunt groups and coordinated escalations with carriers and engineering to resolve packet loss, jitter, one-way audio, and call routing issues.

SIP Troubleshooting Teams Direct Routing Ribbon IVR & Hunt Groups Routing Service Provisioning

Technical Support Analyst

iReply

Sep 2024 - Mar 2025 (6 months)

Delivered Tier 1–2 VoIP technical support for Spectrum VoIP, resolving SIP connectivity, call quality, and provisioning issues. Supported call routing and business phone system configurations while creating troubleshooting documentation and workflows.

SIP Connectivity Troubleshooting Service Provisioning Routing Business Phone System Support Troubleshooting Workflow Development

Senior Technical Analyst

Microsourcing

Jan 2023 - Jun 2024 (1 year 5 months)

Supported enterprise UCaaS and VoIP environments by troubleshooting SIP signaling and RTP streams and monitoring circuits/services using Nagios. Investigated robocalls, spam calls, and fraudulent voice traffic and handled VIP customer escalations while mentoring junior analysts.

UCaaS Support SIP Signaling Nagios Robocall Spam Investigation Fraudulent Voice Traffic Investigation Mentoring

Technical Support Engineer

Movate

Oct 2021 - Jan 2023 (1 year 3 months)

Provided enterprise VoIP and UCaaS support, performing SIP trace analysis and root-cause investigations. Supported endpoint provisioning and service deployments to resolve customer issues.

Enterprise Support UCaaS Support SIP Tracing Root Cause Analysis Deployment Escalation Support

Technical Support Specialist

TELUS International

Oct 2020 - Oct 2021 (1 year)

Supported cloud PBX and VoIP customers, maintaining 96% CSAT while managing 800+ customer support cases. Assisted with service activation, provisioning, and troubleshooting to restore customer communication services.

Cloud PBX Activation Service Provisioning Case Management CSAT

Education

Degrees, certifications, and relevant coursework

City University of Pasay

Associate in Computer Technology, Computer Technology

2009 - 2011

Earned an Associate in Computer Technology, focusing on computer hardware, software applications, networking fundamentals, and system troubleshooting.