Call Center Help Desk

Shelly Ohman

920-***-**** • adwmuh@r.postjobfree.com

NETWORK SUPPORT ~ TELECOMMUNICATIONS ANALYST ~ PROJECT MANAGER ~ HELP DESK

I am a Telecommunications / Help Desk Support professional with almost twenty years of experience in the Electronics and Information Systems Technology supporting Personal Computers, Telecommunication systems in a variety of national corporate accounts. Current and past responsibilities include: sales, support, help desk, PBX and Key system administration, implementation and solution of new and after-market Lucent and Nortel telephone systems for small to medium businesses. Ability to work with a team or independently with minimal direction.

EDUCATION

M.S. Information Communications and Technology – UW Stout In Process

B.S. Management with a concentration on Business Management – UW Stout 2015

A.S. Marketing – Waukesha County Technical College 1994

CERTIFICATIONS

ITIL Foundations Certification

Avaya Basic and Advanced administration Certificate

Microsoft A+ Technician Certification

ASPECT – Certificate of completion in call center administration

Nortel Network Global Knowledge – Meridian Administration Certification

Lucent Technologies – Certified PBX Administrator

MCSE Certification Classes – 802 and 922

Web Masters Certificate

PROFESSIONAL EXPERIENCES

Oshkosh Corporation 2018-2022

Voice Engineer

Worked in a senior role to support the enterprise voice infrastructure, to include supporting segment IT and end user communities with the configuration and management of remote site voice gateways and phones. Responsibilities included Third level ticket investigation and resolution, Analysis and Problem Management, Reviews, analyzed and evaluated network infrastructure and made recommendations for improvement and optimization. Worked with users to determine needs and requirements and recommended ways to improve systems. Performed estimate of problem resolution for voice infrastructure related problems and issues Avaya Aura Communications Manager (AACM). Documented resolution procedures and conducted incident and problem management. Maintained working knowledge of voice infrastructure systems in a large enterprise environment. Developed of technical solution designs and documentation to meet business requirements. Supported and complied with Project Methodology Office (PMO) processes and procedures. Oversaw projects that involve network infrastructure support. Managed and addressed mid-size projects independently and coordinate team member participation. Reported project and status communications to upper management.

Schneider National 2014-2018

Telecommunications Analyst

Under general supervision, developed telecommunications solutions to address user needs. Interfaced with the business to define needs. Assisted in the design, development, and testing of communications software interface programs. Involved in the implementation and testing of projects ranging from Call Routing, IVR, Softphones, VOIP, call recording and desk phones. Required knowledge of communication protocols, hardware, and real-time operating system programming. Responsible for engineering and analytical tasks and activities associated with area within the telecom function, network design, engineering implementation, diagnostics and operations.

Northwestern Mutual / Genesis 10 2012 - 2014

Voice Communications Service Line Analyst (Contract position)

Avaya Blue (legacy Nortel) PBX administration for enterprise environment. This included soft phones, hard phones, call center and non-call center phones in addition to voice mail box. Responsible for all MAC work. Set up new users and removed termed users. Voice service line took calls, answered questions and assisted users with a multitude of telecom needs. Managed the online share point for the voice communications team. This involved a change over to SharePoint 2010. Received process improvement award with the first six months in the position.

GE Healthcare 2009 - 2012

Telecommunications Sr. Analyst

Responsibilities included Avaya Site Administration for an Enterprise environment. This included, Call Center design, programming, and implementation, and Agent set up and programming for call center environment. Responsible for MAC work, logical and physical programming, and coordination of digital, analog, and VOIP phones. Assisted end users with the installation, configuration and troubleshooting of the Avaya OneX Agent and Communicator client on their laptops. Configured Avaya VPN Home phones. Maintained, changed and monitored the Verizon Network Manager Toll free numbers and made changes when needed either planned or in a disaster recovery situation. Managed the online support center for the Americas and Global IT Telecom infrastructure. Managed contract technicians. Worked with related Telecom products like CMS, NICE Recording and Analyzer, Avaya Marquee, Texas Digital.

Incident Management Analyst / Change Control Coordinator (Internal transfer within the company)

Responsible for monitoring critical health care applications and supporting equipment for GE Healthcare. Duties included engaging and facilitating the proper persons and/or teams based on the application, equipment, and severity classification. This included documentation of processes, procedures, and policies. Other duties included escalating, as needed, corporate communications with the issue at hand that may be affecting the business, reviewing emergency change requests, and determining if the request is in fact an emergency and SOX compliant, and engaging the on-call problem manager to approve.

NBC Universal 2009 - 2010

Technical Integrations Specialist

Responsible for support of all remote servers in an enterprise environment of over 4000 servers for NBC. Provided technical support in windows troubleshooting, software and hardware, basic networking, share level permissions, print queue maintenance, DHCP and DNS, backup monitoring, and create\maintain documented processes. This included hardware and software upgrades. Daily responsibilities included data backups stretched across the globe. This data was used for disaster recovery and data retention so it must be monitored each day. New accounts and account moves were also a daily responsibility.

TAB Products CO LLC 2001 - 2007

Telecommunications PBX Administrator / Help Desk/ Project Manager

Responsible for all PBX, Voicemail and Call Routing, Symposium, administration and implementation. The main role as the Telecommunications Analyst was project based. All projects were rated by priority level with a cost savings and/or value added to the Business. Scrutinized all telecom and data bills for errors and incorrect billing. Coded all bills accordingly with cost center for accurate accountability for the Accounts Payable department. Analyzed business needs for corporate and all branches nationwide and adjusted the voice and data communication facilities accordingly. Negotiated new LD rates with vendors with an overall 51% savings. Reviewed and negotiated all other contracts involved in the IT infrastructure. Managed the implantation of the largest branch relocation, closings or new locations. Reviewed and negotiated proposals for wiring, phone system relocation and data technology at new location. Reviewed and implemented DSL for all locations with availability where needed. Set up Virtual Office for remote reps. Toned out voice jacks, cross connected and programmed all phones, and performed MAC work at the corporate location. Handled all cellular phones and connection cards for all end users. Negotiated pricing w/ Sprint and US Cellular.

Help Desk Analyst

Supported Windows 2000/XP, Office 2000, 2003, 2007, Microsoft Exchange, VPN, Dial Up, Windows NT and Novell. Answered, troubleshot, and resolved all hardware and software issues for 150 end users within the call center environment. Built new laptops and desktops for new users. Repaired and returned used equipment into the field. This included imaging and restoring laptop and desktop images to meet company standards.

Metavante Corporation /Tek Systems 2002 -2003

Sr. Telecom Analyst

Provided the highest level of Telecom support for this Data/Telecom outsourcing company. Supported a variety of PBX’s, Key Systems and call center support boxes like ASPECT, Nortel, Rolm, Siemens and Norstar. Provided Voice Mail support, such as Nortel Meridian Mail, Octel, Rolm Mail, and AVT. Performed Minor and Major MAC work on a daily basis. Prioritized importance on resolution for downed systems or faulty routing of call centers.

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