Senior Technical Support Engineer, Joe Cunanan has been an integral part of S-NET’s Customer Support Team since he joined on April 1st, 2015. Joe has been fascinated by telecommunications ever since he can remember and is deeply motivated by finding resolutions to unusual and challenging issues. During weekends, he likes to hang out on the beach and prioritizes spending time with his family. Can you guess what musical genre Joe enjoys listening to?
My long time interest in telephony played a huge role in my decision to pick this path. I’ve always been fascinated by how old school telephones worked back when switchboards were used to route calls from one end point to another, and how much technology has evolved since. I recognized the opportunities in this field during my college years, and I picked the path that opened the most possibilities for me.
I now have a Bachelor’s Degree in Information Technology and several years of work experience under my belt at various telecommunications providers.
As a part of S-NET’s Technical Support Team, I provide Level 1 support to clients. But I am also involved in other projects and tasks, like phone system provisioning, DID management and porting. I interact with our clients every single day and I really enjoy this part of my work.
Being able to successfully resolve a client issue is the best feeling in the world! It is rewarding from a technical standpoint, of course, but it also feels very satisfying to be able to help people and teams, especially clients who are less tech-savvy. It’s up to us, the Support Team, to help clients use their technology successfully and make the most of what they are paying for.
I really enjoy being able to provide support to clients and our internal teams in a way that directly contributes to the success of our entire business. I like to be challenged and enjoy working with unusual technical issues that require an extra dose of creativity and outside-the-box thinking. I also like to take on a wide range of responsibilities and implement a methodical approach in my work, so that we can be effective as a team.
I can’t say that I have any favorite projects. I really enjoy working with our Engineering Team on complex networking problems, because these collaborations truly help me expand my technical knowledge and skills. Since working at S-NET, I have grown a lot as a professional. I have become more disciplined and I manage my time much more effectively. I have become much better at customer service as well. My communication skills have improved dramatically, I am a better listener now and have a very positive outlook and attitude in general.
I enjoy playing with my kids. Time with them is very precious and I try to be a strong presence and influence in their lives as often as I can.
I prioritize my family during weekends as well. But I also enjoy listening to heavy metal and spending time on the beach. I look forward to having a few beers with my friends when the pandemic is over.