// experience
Work History
From VPN support to VoIP security engineering - each role adding a deeper layer of technical depth.
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VoIP Support EngineerAudioCodes · Full-time · RemoteNov 2025 – PresentSIP TLS / SRTP PCAP Analysis Python Automation Enterprise Support
- Diagnose, troubleshoot, and resolve issues on AudioCodes SBCs, gateways, and VoIP systems across global enterprise client environments.
- Real-time service monitoring using internal dashboards to detect anomalies - packet loss, call failures, and SIP irregularities.
- Collect and analyze logs, PCAPs, and SIP traces to perform root cause analysis on complex incidents.
- Configure and maintain security-related SBC parameters: TLS certificates, SRTP, routing policies - ensuring secure communications for enterprise clients.
- Collaborate with cross-functional teams to validate system changes, assess impact, and escalate critical incidents when needed.
- Document incidents, troubleshooting steps, and prevention recommendations for both clients and internal knowledge bases.
- Achievement: Automated repetitive device restart procedures with a Python script, reducing manual workload and significantly improving incident response time.
- Achievement: Improved SIP case analysis accuracy by creating structured investigation templates for packet capture and trace review.
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Technical Support Engineer – Tier 1 & 2CyberGhost VPN · Full-time · On-site, BucharestFeb 2025 – Jul 2025VPN / Endpoint Security TLS / SSL Python & Bash ITSM Windows / macOS / Linux
- Delivered Tier 1 & 2 technical support to international users across Windows, macOS, and Linux - handling VPN connectivity, endpoint security, DNS issues, firewall conflicts, and network routing.
- Diagnosed and resolved complex multi-step issues including TLS/SSL handshake failures, VPN tunneling errors, and client-server communication problems, minimizing downtime for enterprise clients.
- Managed 70+ ITSM tickets daily, triaging by priority, performing root cause analysis, and ensuring SLA compliance with clear client communication throughout.
- Collaborated with Tier 3 engineers and development teams to reproduce, validate, and implement fixes - including multi-client configuration adjustments and bug patch testing.
- Developed Python and Bash automation scripts for log collection, system diagnostics, alert monitoring, and endpoint performance checks.
- Authored and maintained troubleshooting workflows, internal SOPs, and knowledge-base articles - enabling Tier 1 agents to independently resolve complex issues.
- Mentored and trained new support engineers in advanced troubleshooting techniques, cross-platform diagnostics, and best practices for high-demand SaaS environments.
- Conducted network and endpoint vulnerability assessments, providing actionable feedback to engineering teams to improve product stability.
- Guided enterprise clients through configuration best practices and complex onboarding scenarios.
What These Roles Built
[protocol]
Deep Protocol Knowledge
SIP, TLS, TCP/IP, VPN tunneling. Understanding how communication actually works at the packet level.
[reliability]
High-Pressure Reliability
Handling 70+ tickets per day in a SLA-driven environment. Calm, methodical, and thorough when it matters most.
[automation]
Automation Mindset
If a task is repetitive, it gets automated. Python scripts at both companies reduced manual effort and improved team output.
[documentation]
Documentation Culture
SOPs, KB articles, incident reports. Everything is documented so the next person does not start from zero.