Technical Support Incident Response

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ZENTAVIOUS HOLDER

Vigilant, analytical, and detail-oriented IT professional with over a decade of experience in technical support, network services, and VoIP systems, now expanding expertise into cybersecurity. Skilled in diagnosing and resolving complex technical challenges across network, VoIP, and infrastructure environments, with a proven ability to optimize system performance and improve operational reliability. Ability to apply a customer-focused approach by delivering tailored solutions that boost retention and satisfaction. Comfortable working in fast-paced, high-pressure settings and collaborating across teams to achieve business objectives.

Threat Analysis Incident Response Vulnerability Scanning

Network Architecture Firewall Troubleshooting VoIP Provisioning

SIP Configuration SIEM Monitoring Packet Analysis

Penetration Testing Mobile Device Management Windows Server

Active Directory VPN Configuration Data Backup

Access Management ServiceNow Support Jira Ticketing A C H I E V E M E N T S

Earned the Circle of Excellence Award by Vonage in 2017 for outstanding performance in customer retention.

Maintained a 90+ day customer stick rate averaging 92%–95% from 2017–2024; exceeded All-In Revenue Save Rate goals, peaking at 58.62% against a 55% target in 2023 and 2024.

Reduced cost-per-conversion from $8.00 to $1.78 while driving over $1.98M in annual recurring revenue retention.

Delivered consistent YoY improvements across customer retention, revenue per account save rate, and operational efficiency.

Achieved 92%+ schedule adherence and improved QA scores by incorporating feedback and refining processes. P R O F E S S I O N A L E X P E R I E N C E

Vonage Business Solutions Atlanta, GA (Remote) Apr 2014 to Jun 2025 Retention Representative – Oct 2017 to Jun 2025

Achieved over 55% of monthly save quota by identifying customer needs and delivering personalized solutions.

Resolved complex billing and technical issues, enhancing customer satisfaction and improving retention outcomes.

Applied technical knowledge of VoIP systems and network configurations to troubleshoot service issues, reducing escalations to Tier 2 support.

Handled high-volume inbound and outbound retention calls with professionalism, empathy, and problem-solving expertise.

Partnered with internal teams to ensure timely resolution of recurring service issues, contributing to customer loyalty and account stability.

Identified opportunities to enhance documentation accuracy and escalation consistency.

Collaborated across departments to refine retention strategies and support team knowledge-sharing. IT Support Specialist – Apr 2014 to Oct 2017

Supported small and midsize business customers as part of the VoIP & Network Services team, delivering tiered technical assistance via phone, email, and remote desktop.

Installed, configured, and maintained VoIP phone systems, ensuring uninterrupted SIP call functionality across various environments.

Executed network configuration changes and resolved firewall conflicts involving mid-tier devices such as SonicWall, Fortinet, WatchGuard, and Cisco.

Analyzed SIP logs and call traces to identify and remediate VoIP communication flow and latency issues.

Collaborated with cross-functional teams to escalate and resolve complex network and service degradation incidents.

Documented technical procedures and resolution steps, enhancing internal knowledge base and supporting faster incident response.

E D U C A T I O N C E R T I F I C A T I O N S

• Certified Cybersecurity Technician, EE-Council University 2025

• Certified Ethical Hacker (CEH), University of Georgia 2021

• CompTIA A+ Certification, Technology Center 2013

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