Senior Support Engineer Resume

OBJECTIVE:

Senior Field Technician: To focus on and provide a high level of service to customers. To apply my skills to existing technologies and be granted the opportunity to learn new platforms.

PROFILE:

Motivated, personable telecommunications technician with a successful 17 year track record providing small to large businesses a high level of service.
Talent for quickly mastering technology. Diplomatic and attentative with professionals and non - professionals at all levels.
Accustomed to high pressure situations.
Demonstrated history of being detail orientated and resolving customer communicated issues within a timely manner.
Flexible and versatile - able to maintain a sense of humor under pressure.
Poised and competent when working in a team environment.
Diverse and open minded when new ideas are presented.
Thrive in deadline-driven environments.
Excellent team-building skills.

SKILLS SUMMARY:

Project Management
Nortel CS1000
Nortel Call Pilot
Nortel Meridian 1
Nortel Succession
Nortel Meridian Mail
Nortel Symposium
Nortel CCM - Scripting
Norstar/BCM
VOIP
NEC 80/160/2400
Nice Systems
DTI/PRI Install/Maint
NARS/BARS
Panasonic KXTDA/TDE/TVA
Avaya IP Office, Magix, Partner, Definity, Audix
Avaya Voice Mail

PROFESSIONAL EXPERIENCE:

Senior Support Engineer

Confidential

Responsibilities:

Interface with local and international customers on a daily basis to discuss businees needs and services available.
Provide support for all Telco related items pertaining to Local, LD, and translations in regard to daily Confidential functionality, and services.
Install and maintain new peripheral equipment as needed per customer.
Coordinate and implement system moves, add, and or changes as required.
Confidential system support, installations, and upgrades.
Voice Mail planning and engineering based on customer requirements.
Communicate requirements and needs to senior staff, and assist in the planning and implementation of services.

Customer Service

Confidential

Responsibilities:

Work hand in hand with front-office operations and successfully provide impeccable customer service:
Listen and understand problems beings reported. Act on those issues reported.
Diagnose errors based on logs, interpret origin of trouble reported, and resolve issues in a timely manner.
Provide adequate updates to both customer and operations as to my findings, actions taken, changes made, and resolution steps implemented.
Develop and maintain an open line of communication with customers and end users.
Follow up with customers after services are completed, tested, and confirmed operational on a daily basis.
Dedicated to a high level of customer retention. Contribute to overall company growth of new business based on referrals of services rendered.
Routine maintenance of systems under contract.
Quarterly perform maintenance on peripherals, trunks, élan, slan, and tlans as needed.
Perform weekely backups of Confidential, Voice Mail, Contact Center, etc.
Document status,changes, findings, and revelant information for future reference.
Manage all aspects of day-to-day operations for technicians reportings to directly to me
Ticket management of customer requests and troubles reported.
Act as primary contact in trouble resolution escalations prior to ETAS involvement.
Intrusive testing performed prior to Manufacturer escalation.
Customer confirmations on all work required, and scheduling needed.
Detail all events, contacts involved, findings, actions, and procedures taken to resolve.

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