Danilo Abalos

Technical Project: VoIP Infrastructure Optimization & Escalation Management Overview This project highlights over a decade of technical support and VoIP engineering experience, focusing on high-level troubleshooting and system configuration for RingCentral and Fusion Connect. Core Competencies Demonstrated • SIP Analysis & Diagnostics: Utilizing tools like Empirix to monitor network health and diagnose call quality issues such as jitter, latency, and packet loss. • Enterprise Configurations: End-to-end management of cloud PBX services, including IVR, auto-attendant call flows, and advanced call routing rules. • Network Troubleshooting: Leveraging background in ISP infrastructure (CenturyLink) to identify root causes in broadband connectivity and signal optimization. • Escalation Leadership: Acting as a bridge between Tier 1 support and Tier 3 engineering teams or vendors to resolve complex systemic issues. Typical Problem Solved • The Challenge: A client experiencing intermittent "one-way audio" or dropped calls across multiple sites. • The Action: Conducted deep-dive SIP packet analysis, verified firewall/NAT settings, and coordinated with ISPs to ensure stable throughput for latencysensitive voice traffic. • The Result: Resolution of chronic connectivity issues, leading to improved uptime and higher customer satisfaction (CSAT) scores.