2014–2018
City of Hattiesburg
Systems Administrator
City government IT: the servers, the network, and the phone on every desk. When something broke, the whole city noticed — and my phone rang first.
Anthony Felipe — Portfolio — 2026
Anthony Felipe
ANTHONY
FELIPE
I run support for a VoIP platform serving 70,000+ users — and I lead our adoption of AI by building the tools we need.
SENTIOX · NET-CHECK · VOX · FEATURE PORTAL · SUPPORT DASHBOARD · FIN AI MCP CONNECTORS ·
Chapter 01 — Discipline
Discipline first.
United States Air Force. Staff Sergeant, E-5, honorable service.
The Air Force taught me integrity first, service before self, and excellence in all we do. Everything since has been those values, applied.
Chapter 02 — The infrastructure years
Six years of hands-on IT, from hardware to software.
2018–2020
University of Southern Mississippi
IT Manager, College of Nursing
Simulation labs, clinical software, faculty machines. Infrastructure that had to work at 8 a.m. every single day, because nursing cohorts don't reschedule.
Chapter 03 — Startup era, 2020–2023
The startup era.
December 2020: I joined VOXO as the founding member of its support team. Lead Technical Support Engineer — which meant writing the playbooks, building the escalation paths, and taking the worst tickets myself.
The worst tickets were the good ones. SIP and RTP failures, carrier escalations through Telnyx and SIPStation, STIR/SHAKEN attestation. The kind of problem where the answer lives in a packet capture.
Chapter 04 — The numbers
Today, by the numbers.
- users on the VoIP platform I support
users on the VoIP platform I support
- support tiers — T1, T2, T3 — reporting to me
support tiers — T1, T2, T3 — reporting to me
- KPIs I own: FRT, MTTR, CSAT, Reopen rate
KPIs I own: FRT, MTTR, CSAT, Reopen rate
- production AI agent — Intercom Fin with custom MCPs
production AI agent — Intercom Fin with custom MCPs
Technical Support Manager at VOXO since March 2024. GKE and GCP under the hood, PCAP analysis when calls get ugly, strategic pharmacy accounts when the stakes are highest.
Then I stopped waiting for tools and started shipping them.
The workshop
Internal tools I built for the support floor. Every demo runs on fabricated data. Open one.
Finale — The wall
What I work with.
Conversational AI
- Claude API
- LLM-as-judge evals
- Intercom Fin
- Custom MCP servers
- Tool & prompt design
- Voice-agent QA
Voice infrastructure
- SIP
- RTP
- PCAP analysis · tshark
- STIR/SHAKEN
- Carrier escalations · Telnyx · SIPStation
- SIP ALG & NAT diagnostics
Cloud & code
- TypeScript
- Go
- Node.js
- Ruby
- Cloudflare Workers · D1
- GKE · GCP
- Next.js · React
- Postgres · Prisma
- Linux
Support operations
- T1/T2/T3 org design
- FRT · MTTR · CSAT · Reopen
- Escalation playbooks
- Triage tooling
- Runbooks
Leadership
- USAF Staff Sergeant · E-5
- Founding support hire
- Hiring & coaching
- Strategic accounts
- Cross-team escalation
Finale — Contact
Let's talk.
I'm looking for a senior role where running support and shipping software are the same job. If that sounds like your team, my inbox is open.
- Emailanthony.felipe5@gmail.com
- LinkedInlinkedin.com/in/anthony-felipe-36761b174
- GitHubgithub.com/apfelipe90
- Résuméresume.pdf
Built with Next.js and GSAP. Every VOXO visual on this site uses fabricated demo data — no customer data anywhere.
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