Customer Service Manager

Education:

. Johnson and Wales University

Providence, RI

. BS: Network Engineering

May 2007

Related Skills:

. Excellent customer service skills

. Specialized in Avaya Communication Manager, with skills in various

Avaya platforms

. Knowledgeable in the research of common and complex issues, and

resolutions through various means

. Confident presenter and public speaker

. Ability to work as a member of a team towards common goals

. High availability for after-hours support

Employment History:

May 2009 - April 2014 Carousel Industries of North

America Exeter, RI

Technical Analyst - Connectivity

. Create documentation for new standards and procedures for training

. Provide detailed reporting for existing customers, including alarm

history and port usage

. Work with end users, field service technicians, and vendors to

resolve connectivity related issues

. Design, coordinate, and implement processes for new customer

onboarding

. Communicate with internal and external resources regarding issue

resolution

. Support for redundant Alarmtraq servers in production environment

. Documented known issues and trouble resolution methods to internal

staff and clients

. Configured various Avaya based platforms for alarm reporting

. Troubleshoot various alarms within Avaya Communication Manager, and

legacy Avaya platforms

June 2007 - April 2009 American Power Conversion

West Kingston, RI

Technical Support Engineer - Enterprise Account Support

. Provided technical expertise on UPS units ranging from consumer

level to enterprise accounts

. Analyzed data and event logs to identify symptoms of various

hardware and environmental issues

. Enabled customers to utilize the full potential of network based

enhancements

. Provided customized solutions for customers power and cooling needs

. Communicated with internal team members to assist in additional

troubleshooting allowing for efficient customer support processes

May 2006- June 2007 WebCenter Technologies, LLC

Warwick, RI

Tier 1 Support

. Worked with end users with connectivity and account issues

. Consulted with local and remote administrators concerning Internet

access for their clients.

. Performed on-site service for maintaining and configuring wired and

wireless networks

. Ensured that incoming calls were documented for future reference

and reporting

. Prepared latest Tier 1 technicians for their daily duties

. Assisted higher level technicians in their operations

Certifications and Awards:

. Avaya Certified Implementation Specialist (ACIS)

. CompTIA Network + Certification

. CompTIA A+ Certification

Contact this candidate