SUMMARY:

• To work in a challenging Information Technology environment that achieves results through team work and promotes individual growth and development .
• To contribute to the success of the organization by combining my education and acquired experiences
• Excellent understanding of intermediate to advance Cisco Unified Communication, including Cisco Call Manager, Cisco Unity, Cisco Unified Contact Center, Cisco Finesse etc.
• Intermediate understanding of complimentary products to the Cisco Unified communication infrastructure including but not limited to 2Ring, Cisco Workforce Management, AQM etc.
• Working knowledge of internetworks
• Strong understanding of installations, troubleshooting, and support of various hardware and software including but not limited to Microsoft Office and Office 365 suite, printers, and multifunction
• Excellent customer service and communication (written and verbal)
• Advanced use of Microsoft Office programs including Excel, Word, Outlook and PowerPoint
• Excellent written and verbal communication skills

EXPERIENCE:

Confidential, Saint Louis Park, MN

Voice engineer

Responsibilities:

• Lead voice infrastructure projects: migrations, deployment and upgrades from conception to finish
• Provide detailed training to end users and coworkers on voice technology
• Troubleshoot and support end user voice issues, and properly document and communicate with end users via ticketing system
• Perform move add changes, designs, and configuration in voice applications especially CUCM, Unity, UCCX, Cisco QMA
• Establish and maintain contact and relationships with vendors, partners and TELCOs to accomplish successful support and project initiatives
• Manage projects from a project manager and engineering perspective
• Serve as subject matter expert in advising, recommendation, acquisition and design of voice/ collaboration infrastructure
• Perform proper documentation of voice environment, processes and procedures

Confidential, Eden Prairie, MN

Enterprise Technical Support Senior Analyst

Responsibilities:

• Provided Technical support to partners and customers on Confidential Networking products through Phone/Web & emails
• Provided timely responses to customer issues, using all Confidential resources to quickly and accurately diagnose, troubleshoot, and repair customer's switch(es) or escalate to the appropriate team.
• Worked closely with other teams to drive complex, high profile customer escalations to closure within the published SLAs and ensure customers are delighted with the service and resolution
• Collaborated with other cross functional teams and provided customer feedback to improve the product usability, supportability, quality and play a key role in enhancing the customer experience
• Create documentation in the form of tech. notes, KB articles, best practices guide on the complex deployment/use cases and share this with the Escalation/Support/KB and field staff
• Based on the Partners & Customers support data provided feedback to the R&D and PM teams for enhancing the product quality and reliability
• Provided feedback on the customer reported issues trends, usability and supportability aspects and come up with solutions to resolve/deflect these issues
• Maintained/enhanced skill levels according to future technology trends.

Confidential, Saint Louis Park, MN

Help Desk

Responsibilities:

• Provided technical support to employees at 40+ auto - dealerships in the Twin-Cities and southern part of the country
• Troubleshoot all tickets received by email or phone to point of resolution
• Maintained proper documentation of ticket and timely communication with end user within ticketing system
• Troubleshooted various technology including but not limited to Windows 7, Windows XP, printers, proprietary automotive technical tools
• Imaged and configured computers for deployment
• Created and managed user accounts in Active Directory and Microsoft Exchange Server
• Created and managed accounts for other industry related CRM services including Reynolds & Reynolds, Contacted Management, DealerTrack, DealerSocket among others
• Receive and take inventory and setup of new equipment for deployment

Confidential, MN

IT Support desk

Responsibilities:

• First step in providing IT support to faculty, staff and occasionally students
• Received calls for support and respond to needs accordingly
• Responded to IT tickets received through the Inver Hills IT support system
• Assisted with password and account resets
• Scheduled, delivered and picked up of IT specialized equipment requests
• Delivered and configured computers and other equipment to staff and faculty
• Troubleshooted and resolved IT issues, including and but not limited to networking, software,
• Imaged computers for staff and faculty
• Updated and maintened of classroom equipment and computers
• Escalated problems not resolved by support desk to technicians
• Provided support to technicians as necessary

Computer Technician

Confidential, Minneapolis & Saint Paul, MN

Responsibilities:

• Installed home entertainment systems including TV, sound systems, games among others
• Basic computer servicing, including security checkups, virus removal, backup and system restore, OS installation and software installation
• Consulted service for technology recommendations and method of use of computers, mobile devices and other electronic devices
• Basic setup of home and small office networks and network devices
• Knowledge and service of Microsoft OS, including but not limited to: Windows XP, Windows Vista, Windows 7 and Windows 8
• Skilled in providing support of various Apple and Android Mobile devices