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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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