Engineer Manager
Resume:
Charles Schmidt
********@*********.***
Professional Summary:
Experienced and industrious Aspect Voice Engineer with a stellar record of individual and corporate client satisfaction. Exceptional troubleshooter for long and short-term potential system problems. Extensive experience in Call Center support. Able to handle projects simultaneously and bring them to completion in a timely and cost-effective manner.
Professional experience:
06/07- 03/18
CountryWide / Bank of America Richardson TX
Voice engineering operations, including break/fix, projects, and voice-related upgrades
Vast knowledge of with Aspect System Management Suite and Aspect Real Time Reporting
Knowledge of Avaya Call Manage System and Cisco Call Manager
Performed troubleshooting on Aspect, Avaya, Sonus/VoIP, Cisco and other voice-related issues. Accessed Aspect SMS, Avaya Voice engineering CMS and Cisco Call Manager on a daily basis for troubleshooting issues for timely resolution to minimize customer impact.
Monitored SNMP alerting from Aspect Call Centers.
Worked directly with AT&T and Verizon on all carrier incidents.
Main focus of my position was to troubleshoot break/fix issues and bring quick resolution.
Research and resolve incident and change requests
Provide cross training to teammates on Aspect ACD support
04/98 – 06/07
Specialized Resources, SRI Richardson and Allen TX
Voice engineer Aspect Call Center support
Direct interaction with Aspect customers providing onsite support in sales and maintenance. Remote support and travel required
Developed Aspect maintenance and application training courses
Provided maintenance and application training classes for customers like Cisco and Sprint
Perform installation and configuration of Aspect products
04/96 – 4/98
Aspect Call Center Solutions Dallas and Ft Worth TX
Support voice engineer, field service
Performed maintenance, configuration and installation of all Aspect products
Excellent understanding of the Aspect application SMS including Route Administrator
06/93 – 04/96
Teknekron Infoswitch Ft Worth TX
Voice support engineer
Support Teknekron call center hardware and applications
Required travel
Skills
Understanding of Unix, MS office and Microsoft operating system
Excellent trouble shooting skills
Call Center support on ACD systems
Dependable and reliable, organized, good team player and excellent customer skills
Education
Cisco training ACUCM v8.0, Sunset Learning Completed 9/2014
Collin Community College, Unix tools Completed 1994
A variety of Aspect training classes
Total Technical Institute, Ft Lauderdale Fla, Computer skills Completed 1980
Contact this candidate