Voice Support Specialist

Robert F. Michalik

**** **** **.

Hanover Park, IL 60133

Cell: 630-***-****

*******@*******.***

*Switches *Voip

*Softphones *Lync

*Voicemail *MAC

*PBX *PCX

*Alcatel-Lucent *Avaya

Objective:

Voice Experience Summary:

Robert Michalik has 8 years of experience with Avaya and Alcatel-Lucent

VOIP systems with Hewlett-Packard. Robert has experience with wiring,

programming, and troubleshooting Voip systems. Robert worked as the primary

person for level 2 support issues for over 800 users. Robert also has

extensive knowledge with call routing, Bit mapping, and phone logging with

Avaya systems. In Robert's most recent opportunity with HP he acted as a

Project Manager to deploy Avaya phones on employee's computers with would

allow them to have access to their phones virtually anywhere. Robert's

first opportunity with HP was as a Case Analyst which was to provide

technical support to customers by phone and email so clear communication

was a must. Robert has gained experience with customer services, Voip phone

support and integration, configuration, and deployments and is ready to

continue his career within the VOIP space. I just wrapped up at HP and I

am available to interview and start.

Work Experience:

Hewlett Packard/Alcatel-Lucent - Naperville, IL 1/2005 - 10/2014

My Instant Communicator Project Manager 6/2013 -10/2014

*Managed project to deploy phones on employee's computers.

On-site Network and Voice Technician 1/2013 - 6/2013

*Supported Wireless Aruba Access Points

*Wired Alcatel-Lucent Switches

Tier 2 Phone/Network Support 4/2006 - 1/2013

*Managed and deployed techs to provide desktop support and daily

network wiring and phone installs.

*Worked to troubleshoot and resolve voice and LAN trouble tickets in

HP Service Manager.

*Administered PCX and VOIP phones.

*Provided customer service to more than 800 callers a year for VOIP

phones, softphones, and LAN issues.

*Created scripts for helpdesk to provide support on voice and LAN

issues.

Helpdesk 1/2005 - 4/2006

*Worked as shift lead to a team of five employees.

*Used HP Openview to update and troubleshoot tickets

*Utilized Serviceware and Remedy to provide technical support and

utilize scripts.

*Provided Technical Support and customer support by phone and email.

TekSystems - Downers Grove, IL 9/2004 - 12/2004

Contractor

*Installed 100 computers in migration to Windows XP

*Desktop Support in Windows XP

Microsystems - Lombard, IL 6/2001 - 12/2004

Computer Operator

*Installed hard drives, cd roms, power supplies, memory, nic cards,

etc.

Robert Morris College - Aurora, IL 2/2002 - 5/2002

Tech Intern

*Provided Desktop Support in Windows 2000

*Installed and configured Routers, Switches, and Hubs

Education:

Robert Morris College - Aurora, IL 6/2002

BBA - Emphasis in Computer Networking

College of Dupage - Glen Ellyn, IL 6/1997

Associates Degree - Computer Information Systems

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