Manager Technical Support

Cindy Lindsey

*** ******** *** ********, ** ***** 303-***-**** ********@*******.***

Profile Summary

Dynamic results oriented IT professional with over 8 years of experience. Hands-on leader who

is effective at creating a team environment. Driven by challenge and the opportunity for

development; thrive in a diverse fast paced setting.

VOIP • Cisco Call Manager • Unity • UCCX • Quality Manager

Call Center • Testing • Metrics • Project Management • Scripting

Vendor Management • BCP • Change Management • Visio

Salesforce

Professional Experience

Amdocs Denver, CO

Technical Support Manager March 2008 - Present

• Currently manage a team of 5 Technical Support technicians who support 5 locations for 2

customers.

• Planned and deployed a new Cisco VOIP phone system.

• Expanded phone system to 2 other locations.

• Currently support the entire VOIP system for the company.

• Script all call queues and perform all logic changes.

• Perform all VOIP troubleshooting.

• Experience working with Century Link and Cisco on VOIP problems.

• Maintain all Cisco VOIP servers.

• Configure and manage all devices, phones, softphones and conference phones.

• Train all business users on Cisco Reports.

• Work with Cisco TAC on software bugs and problems.

• Planned and deployed a Cloud based phone system for a second customer.

• Manage the cloud VOIP system.

• Currently manage a team of 5 Technical Support technicians who support 5 locations for 2

customers.

• Managed the team in a Windows 7 conversion for 3 locations.

• Managed 2 ITSM ticketing system rollouts; Clarify and Helpspot.

FiservIss Inc. Denver, CO

Technical Support Lead August 2005 – March 2008

• Technical support for internal and external customers.

• Performed QA of many types of websites and software weekly.

• Wrote test cases for websites.

• Supported 20 websites.

• Wrote SQL statements to gain information from many different databases.

• Worked across 4 different business lines that Fiserv had purchased.

• Performed troubleshooting of software packages, websites, computers and networks.

• Communicated effectively with other departments in the company daily.

• Worked as a part of a team daily to solve technical issues in the company.

• Self-motivated team player that is very flexible.

• Trained many new IT personnel on software applications and websites.

EDUCATION

University of Denver, Denver, CO Spring 2004

Masters in Computer Information Systems

Metropolitan State College, Denver, CO Winter 1985

Bachelor of Science in Criminal Justice

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