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Customer Service Engineer

Location:
Kennesaw, Georgia, United States
Posted:
January 28, 2018

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Edward Byrd III

**** ******* **. ** ********, GA 30064 ac38c3@r.postjobfree.com Cell: 404-***-****

Objective

Securing a position with an established and stable organization with opportunity for growth would be ideal. An organization where my years of telecommunication and networking experience will increase productivity, be added value and allow me the opportunity to serve their user community. Serving through technology has become a passion for me and I’d like the chance to bring that passion to your organization.

Skills

* Platforms: Microsoft Windows® operating systems up to Server 2012, Citrix 4.0, 4.5 Xenapp, VMware, Hyper-V, Office 365, Active Directory, Exchange 2003-2013.

* Networking: TCP/IP, Ethernet, VPN, Cisco routing, Fire wall,

* Telephony: VOIP, SIP, Polycom, SBC support, Hyper Traxx, Grandstream, Interactive Intelligence, Genesys Pure Connect, Fonality, 8x8, Connexsus, Altitude, Ring Central, Cisco Call Manager, VocalCom, Vici Dial, Noble Systems Maestro platform

* Tools: Norton Ghost,, McAfee/Norton Virus Protection Utilities, Snort, Lotus Notes, Watch Guard Firebox, SonicWall, Track-it, Spiceworks and Remedy ticketing systems, Unity Voicemail System, Blackberry Enterprise Server, Veritas back-up software, Backup Exec 2010, LiveVault, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access

Professional Experience

VOIP Systems Engineer II

2015 - Present – InComm, Atlanta, Ga

Administered telephony infrastructure for the organization and contact center. Spearheaded the development of processes and procedures to optimize support efforts. Researched and presented new and innovative technologies to assist with monitoring and support of server health. Maintained technology vendor relationships.

Assisted in the implementation of telephony system upgrade (Pure Connect).

Administered inbound/outbound campaign creation, IVR configuration, ACD, Skills base routing.

Maintained Telephony server health.

Maintained working vendor relations in regard to infrastructure and telephony circuit support.

Coordinated meetings with department heads to gather information for project initiation documents

Assisted in the design and implemented of Disaster recovery solution.

Monitored project status and communicated to Sr. Management

Provided voice for several IVR recordings

Maintained servers windows 2003/2008/2012

Telephony & IT Engineer

2012 - Present – Center for the Visually Impaired, Atlanta, Ga

Managed and maintained network and telephony infrastructure for in-sourced/ out sourced contact center. Spearheaded the development of processes and procedures to optimize support efforts. Performed cost benefit analysis on all recommended network and telephony solutions. Researched technologies to improve productivity of the organization. Maintained technology vendor relationships.

Coordinated the implementation of new telephony system (Noble Maestro System).

Coordinated the installation of new PRI circuits.

Collaborated with third party project team to implement Salesforce CRM solution.

Administered inbound/outbound campaign creation, IVR configuration, ACD, Skills base routing.

Maintained Telephony server health, campaign and dialer configuration.

Maintained working vendor relations in regard to infrastructure and telephony circuit support.

Coordinated meetings with department heads to gather information for project initiation documents

Upgraded network infrastructure and implemented Disaster recovery solution.

Introduced virtualization solution to network infrastructure.

Monitored project status and communicated to Sr. Management

Provided voice for several IVR recordings

Implemented helpdesk ticketing solution.

Managed servers windows 2008/2012

Migrated exchange from premise to cloud solution.(Office 365)

Administered wireless infrastructure that enhanced communications throughout the organization.

Budgeting and cost analysis of current/new technologies.

Telecommunications Engineer

2010 - 2012 – Acquinity Interactive, Deerfield Beach, Florida

Supported and maintained enterprise-wide telephony infrastructure. Designed and implemented new processes and procedures to optimize support efforts. Performed cost benefit analysis on all recommended solutions.

Coordinated the implementation of 6 new Phone systems (Fonality, ViciDial, Packet 8 (8x8), Connexsus, Altitude, Ring Central).

Maintained working vendor relations regarding Telephony system support and circuit installation.

Coordinated meetings with department heads to gather information for project initiation documents.

Monitored project status and communicated to Sr. Management

Administered wireless telecom solution that enhanced communications and lowered costs.

Designed and implemented inbound/outbound IVR configurations.

Administered call flow procedures, ACD, Skills base routing.

Maintained Interactive Intelligence telephony server health, campaign and dialer configuration.

Provided voice for several IVR recordings

Maintained all of company wireless service, devices and invoice analysis.

IT System Administrator

2006 – 2010, BFC Financial/ Levitt and Sons, Ft. Lauderdale, Florida

Established and managed enterprise-wide network infrastructure. Oversee companywide efforts to identify and evaluate all critical systems. Designed and implemented IT processes and procedures and perform cost benefit analysis on all recommended strategies. Collaborated with external auditors to conduct in-depth compliance audits and penetration testing, presenting all results to senior management. Developed curricula and facilitated awareness training for management and employees

Spearheaded the implementation of a new back-up solution (LiveVault).

Virtualized two Citrix servers using VMware.

Administered Citrix 4.0, 4.5 server and support Xen Desktop.

Maintained working vendor relations regarding IT solutions.

Administered wireless telecom solutions to enhanced communications and lowered costs.

Created company policies and procedures governing corporate system back-up, email retention, access control, and incident response.

Managed servers windows 2003

Maintained all of company wireless service, devices and invoice analysis.

Maintained all security policy information for audit review.

Help Desk Administrator

2005 – 2006, Phillips and Cohen LLC, Plantation, Florida

Ensured server stability and optimized connectivity. Monitored and enhanced Active Directory setting. Responsible for inbound desktop and technical support issues for a user base of over 250. Conducted system repair on Windows XP, and Server 2003 machines. Installed and upgraded software, imaging of new computers and configuration of internet settings.

Key in the setup/deployment of over 250 workstations for new site location.

Instrumental in developing new desktop support procedures

Configured/supported Citrix user accounts

Use of ghost imaging tools

Minor telephony responsibility

Senior Technical Representative

2003 – 2005, Tradestation Securities, Ft. Lauderdale, Florida

Provide comprehensive remote and onsite support for domestic and international customers including Tier-III support for key accounts of all sizes.

Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients.

Coordinated and conducted training of new employees on software installation, support, and customer satisfaction.

Education and Credentials

High School Diploma

North Miami Senior High – N. Miami, Florida

Professional Training and Certifications

A+, N+, Microsoft Certified Professional

CCNA Training

BorderCom International – Miramar, Florida

Pc Professional – Pembroke Pines, Florida



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