Sean Miles

Experience

1. Principal Technical Support Engineer i - Voice

   Twilio

   Jul 2019 — Present · San Francisco, CA, US

   Senior Technical Support Engineer in a very dynamic support environment. Tasked with supporting difficult voice issues for Global Customers, mentoring new team members, developing and enhancing troubleshooting procedures, and maintaining ticket responsibilities. Detailed tasks include: • Maintained personal ticket queue for global tickets in all time zones. o Escalation point for more difficult longer running tickets and customers. o Documented and developed procedures for troubleshooting difficult issues using Elastic Search and Kibana using data on a large scale. o Provided Support Engineering for Call issues, APIs, Application Design and a majority of the voice products in the Twilio portfolio. o Support for call and application issues across all 3 major Geos. • Created Team Based Account o This is a Twilio account designed to share knowledge, application design, and troubleshooting of Twilio customer applications. • SIP Troubleshooting across a wide range of Private and Carrier routes.

Skills

• Management
• Networking
• Team Leadership
• Network Design
• Customer Service
• Unified Communications
• Tcp/Ip
• Mobile Devices
• Vmware
• Vendor Management
• Telephony
• Cloud Computing
• Servers
• Troubleshooting
• Project Management
• Disaster Recovery
• Telecommunications
• Cisco Technologies
• Sip
• Wireless
• Testing
• Windows
• Unix
• Windows Server
• Network Security
• Call Center
• Integration
• Vpn
• Security
• Voip
• Data Center
• Software Development
• Call Centers
• Ip
• IT Management
• Solution Architecture
• Linux