Walter Storey
Amazon Connect Engineer/Voice Engineer
Cape Town
Summary
A voice/sip engineer with five years of professional experience supporting various business applications and voice applications in media, telecoms, and travel experience industry. I also partake in information security, disaster recovery, incident response, and vulnerability assessment. I wish to be challenged in my work and afforded the opportunity to sharpen my skills. Ultimately would like to be part of a technology firm that makes the world a better place, creating something different, cutting-edge, and helpful.
Overview
9
9
years of professional experience
10
10
Certifications
Work History
Amazon Connect Engineer
Collinson Group
02.2021 - Current
- Design, deploy, and support business and voice omni channel products/solutions on the cloud
- Building conversational IVRs and chat bots with Amazon Lex, AWS Connect, DynamoDB and AWS Lambda
- SIP & VoIP configuration and connectivity (TCP/UDP), call flows, announcements (AWS Polly), dial plans, skills, routing, AWS Connect & EC2, fault-finding end user compute to server (incl
- CMD prompt), contact center reporting and wall boards, BCP/DR testing
- Build monitoring infrastructure (Logging, Metrics, Tracing) and will work closely with voice and technical engineers to provide the right tooling to measure the reliability of our systems
- Perform technical and analytical documentation of current voice and business application systems
- Recommend future upgrades, patching and expansion opportunities
- Configuration and building our monitoring infrastructure (Logging, Metrics, Tracing)
- Migration of old-school on-premises contact center software to AWS cloud based
- Create and maintain reports for patch compliance and system audit data
- Microsoft WSUS patching and remediation of security vulnerabilities and Implementation of security and cumulative updates
- Shopify administration: add and remove agents, assign access and permissions set up security requirements as required, and any other required task as required
- Liaising with 3rd parties including service providers
- Handle users, authentication, roles and permissions and any other Shopify related issues
- ISO documentation for all voice/ telephony and business application used in the contact center
- Other duties and responsibilities as assigned
- Configuring of new agents, ticket automation and ticket properties on Freshdesk.
Voice Engineer
Wanatel Africa
07.2018 - 02.2021
- Ensuring a core service delivery function to meet and address customer, client, supplier, internal needs, expectations, SLAs, as well as support the respective technical and sales teams
- Configuration and maintenance of network and infrastructure
- Installation and configuration of open-source chat system and integrating with in house monitoring systems
- Management and configuration of core network FortiGate firewalls
- 2nd and 3rd level support, day to day debugging on voice, data, and IP telephony technology
- Configuring and troubleshooting of a multitude of VoIP phones (Yealink, Grandstream, Gigaset, Snom GSwave, Zoiper, Yeastar, FarSouth, etc.)
- Troubleshooting call problems and escalating to the upstream providers
- Audit of the telecom network and PBX infrastructure
- DID setup, IP authentication, route testing
- Manage and support of company technical internal infrastructure
- Analyzing system logs other monitoring tools) and identifying potential issues resource demand management (problems, faults, changes, requests, resources
- Identifying and implementing service improvements (process and technology) to increase customer satisfaction
- Installation and configuration of voice hardware and software
- New technology, product service deployments, service offerings including investigations, proof of concepts, testing etc
- Documenting changes to company network and infrastructure environment
- Contribution, development, recommendation and planning of installations, proposals
- Configuring of new agents, ticket automation and ticket properties on Freshdesk.
Linux Support Engineer
ShopBeat
10.2017 - 06.2018
- Monitoring and troubleshooting services and systems
- Network configuration of virtual tunnels
- Bash scripting to automate processes and run daily monitoring
- System cloning and configuration using Clonezilla
- Linux and command line use rsync, netstat, df, grep, ifconfig, pkill, modprobe and many more
- Networking and routing
- Working on Embedded systems and development boards.
Support Engineer
Astro Africa
06.2015 - 10.2017
- Installing, configuring, maintaining, and troubleshooting of user workstations and network
- Linux server support
- Format and reload of user machines, ensuring all user data is backed up and secured
- Ensuring correct software is loaded onto the user’s machine
- Monitoring and maintaining computer systems and networks
- Working with system admin to resolve issues and perform configuration and maintenance
- Troubleshooting system and network problems, diagnosing, and solving hardware or software
- Replacing parts and creating procedural documentation and relevant reports
- Supporting the roll-out of new applications
- Setting up new user’s accounts and profiles and dealing with password issues
- Follow-up on all unresolved calls.
Education
National Certificate in Information Technology - Informatics
KushPhik Polytechnic
Zimbabwe 04.2001 -
Skills
Amazon Connect
undefinedCertification
CompTIA Linux+
Timeline
Amazon Connect Engineer
Collinson Group
02.2021 - Current
Voice Engineer
Wanatel Africa
07.2018 - 02.2021
Linux Support Engineer
ShopBeat
10.2017 - 06.2018
Support Engineer
Astro Africa
06.2015 - 10.2017
National Certificate in Information Technology - Informatics
KushPhik Polytechnic
04.2001 -
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