Voice Administrator Resume

PROFESSIONAL EXPERIENCE

Confidential

Voice Administrator

Responsibilities:

I worked for a shoe corporation in the headquarters of Indianapolis.
I supported over 650 locations with a total of 2000 end - user devices across the nation.
I was in charge of building new sites within Cisco Unified Communications Manager as well as day to day support on both Finish Line and Run Company locations.
I spent most of my work days troubleshooting IP Phone issues in Cisco Communications Manager (CUCM) and Interactive Intelligence (I3) environments.
I also supported Confidential office IP Phones using Interactive Intelligence (I3v3), by creating / deleting user accounts.
I monitored the stores using Cisco Prime Collaboration Software.
I supported both analog and digital configurations of the stores voice infrastructure.

Confidential

VoIP Engineer

Responsibilities:

Troubleshooting route patterns, Calling Search Space, IP Phone issues, call routing issues and connectivity issues.
I build devices to the needs of the customer/department using hunt groups, call forward and pickup settings. I build and support voice mail accounts within Unity.
I also install Cisco End User software for the customer (IP Communicator / CUPC). I collaborate with the customer to route phone calls to the correct end users.
Tracing calls made for Supervisors using VeraSmart and CDR reports. I try to come up with processes that would be more efficient for both the customer and the team.
I am currently working on a knowledge base for our service desk to help them be more efficient and helpful to the customer.
I convert small departments from analog to IP phones, and setup IP phones for Call Agents.
I have strong troubleshooting skills in find routing, and call flow issues.
I am currently learning Configuration Manager in Contact Center Enterprise, Script Editor in Contact Center Express, and will be learning Unified Computing Systems.

Confidential

IT Helpdesk Agent

Responsibilities:

Confidential

Lab assistant (Help Desk)

Responsibilities:

Duties included troubleshooting hardware and software issues.
Correcting software corruption, software settings that had been changed by students, and computer hardware peripheral failures.
Weekly re-installation of ghost application to re-image the computers back to a preset configuration.

Assistant Manager

Confidential

Responsibilities:

Responsible for assisting with the administration of total aquatic operations at facility.
Supervised more than 40 employees daily
Organized and maintained all programs including, swim lessons, swim team, open activities, water aerobics, scuba diving, lap swimming, parent-toddler swimming, and junior lifeguard training classes
Developed strong personal customer base among patrons
Prepared daily, weekly, and annual reports on revenues, attendance figures, program participation and maintenance; including chemical, safety equipment, operations, and customer satisfaction evaluations
Maintained essential job skills through regular in-service of CPR, First Aid, and Lifesaving requirements. Also taught swim lessons, assisted swim team, and maintained facility with general cleaning and preventive maintenance