Hello, I'm

Gower Andros Aimable

I'm a |

Enterprise VoIP Support Engineer with 2 years of hands-on experience troubleshooting SIP signaling, call routing, auto attendants, and MySQL data discrepancies—handling complex L2 escalations, L3 cases, and stepping into Escalation Management for critical incidents.

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English (Native) Chinese (B1)
Gower Andros Aimable
gower@portfolio:~

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Gower Andros Aimable — Technical Support Engineer

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SIP Signaling | Call Routing | MySQL Data | REST API Support

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VoIP & SIP | API Integrations | Cybersecurity | Cisco CCNA

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Portfolio loaded successfully. Welcome!

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About Me

I am an Enterprise VoIP Support Engineer with two years of experience handling complex Level 2 escalations and Level 3 cases for mostly US-based enterprise cloud contact-center accounts (100–500 seats). At team leadership's request, I stepped into the role of Escalation Manager to lead high-priority client incidents to resolution.

My day-to-day work focuses on ensuring calls flow cleanly between client phone systems and platform infrastructure—analyzing SIP signaling in Wireshark, configuring call trees and auto attendants, and coordinating directly across client IT teams, carriers, and engineering. I also execute MySQL queries for data bug investigations and hold Postman Academy certifications in REST API testing.

My career started in healthcare, where I earned a nursing qualification. This clinical background gives me systematic problem-solving skills, strong technical-to-non-technical communication, and deep familiarity with clinical workflows and strict privacy standards in regulated environments.

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40–60 Cases/Wk

Complex L2/L3 case queue management

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100–500 Seats

Enterprise US customer account sizes

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Escalation Lead

Stepped into Escalation Manager role

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RN Context

Clinical degree & workflow familiarity

Technical Skills

Telecom & Call Routing

SIP Signaling & Call-Flow Analysis Call Forwarding & Transfer Paths Auto Attendants & IVRs VoIP Quality Troubleshooting Wireshark Packet Analysis

Data & APIs

MySQL Queries & Investigation REST API Fundamentals Postman Collections & Sandbox Scripting Scripting & Log Parsing

Support Operations & Tools

Escalation Management Ticket Queue & Backlog Ownership Salesforce & Zeus Jira Incident & Outage Communications Seat Provisioning & Billing Queries Technical Offboarding

Certifications & Domain Context

General Nursing Degree (Clinical Context) ISC2 Certified in Cybersecurity (CC) Google Cybersecurity Certificate Google IT Support Certificate Cisco CCNA (In Progress)

Experience

April 2024 – March 2026

Technical Support Engineer — Vonage (an Ericsson company)

Kraków, Poland

  • Escalation Management Leadership: Stepped into the role of Escalation Manager at team leadership's request, managing critical client incidents, coordinating cross-functional responses, and leading executive communications.
  • Managed L2/L3 technical escalations for US enterprise cloud contact-center accounts (100–500 seats), driving a queue of 40–60 complex cases per week to resolution.
  • Diagnosed end-to-end call routing and VoIP audio quality faults using Wireshark to inspect SIP signaling across local networks, carrier lines, and platform infrastructure.
  • Configured custom auto attendants, call trees, and call forwarding rules to ensure seamless caller and enterprise client routing.
  • Executed MySQL database queries to investigate backend data discrepancies and document bugs for engineering teams.
  • Maintained live queue management in Salesforce/Zeus, managed issue tracking in Jira, and verified fixes with end-users prior to ticket closure.
March 2026 – Present

Professional Development — Independent Technical Specialization

Kraków, Poland

  • Postman Academy API Testing Certification (Aug 2026): Advanced skills in REST API test suite design, sandbox test scripting, and automated runner execution.
  • Cisco CCNA (In Progress): Deepening core networking knowledge (routing, switching, network fundamentals) underlying enterprise VoIP stability.
May 2023 – August 2023

Order Management Coordinator

Motorola Solutions | Kraków, Poland

  • Managed end-to-end B2B customer order coordination across Sales, Logistics, and Finance teams
  • Maintained detailed customer records in Salesforce CRM, ensuring data accuracy and cross-team accessibility
  • Delivered high satisfaction through clear communication and accurate delivery tracking

Certifications

ISC2

Certified in Cybersecurity (CC)

ISC2 — August 2023

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Google Cybersecurity Professional Certificate

Coursera — November 2024

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Google IT Support Professional Certificate

Coursera

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Postman Academy API Testing

Postman Academy — August 2026

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Postman Academy API Beginner

Postman Academy — February 2026

Education

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Associate's Degree in General Nursing

Sir Arthur Lewis Community College | Saint Lucia | 3-year program

Career transition: Moved from healthcare into technology, applying strong analytical thinking, systematic problem-solving, and client-facing communication skills developed in high-stakes clinical environments — skills that now drive my approach to enterprise technical support, escalation management, and client relations.

Get In Touch

Based in Kraków, Poland. Available immediately and open to remote opportunities. Interested in working together? Reach out directly.

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Location

Kraków, Poland

The fastest way to reach me is via email or LinkedIn. I typically respond within 24 hours.

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