Technician Technical Support

Robert P Howe

Streamwood, Il., *****

Home: 630-***-****

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

Summary

Technical Support professional with 15+ years working in Call Center environments supporting Nortel, Aspect and Avaya systems. Design, implement Test and troubleshoot call flow designs on Aspect Call Centre and Nortel Symposium ACD systems. Work with team members and vendors to install and maintenance Telecommunications systems including PBX, Voice mail, Dialer, and Call Recording equipment. Work with carriers to install and test DS-1, DS-3, and Channel banks. Ability to detect and isolate issues before they become critical involving vendor support when needed. Program telephone sets, voice mail for TDM and VoIP systems. Support for Call center agents and business units.

Highlights

Telecommunications Analyst Detail-oriented

Project Planning Multi-tasks

Traffic Analysis Goal-oriented

Troubleshooting expert Strong Organizational Skills

Purchase Equipment Team-Oriented

Accomplishments

Project lead in charge of migrating legacy Nortel and Avaya PBX systems to an Aspect VOIP Call Center.

Worked with local vendors to move a Nortel CS 1000 from a branch office to a Data Center which was required for HSBC to complete the sale of their Cards and Retail Services business to Capital One.

Work with local vendors to move an Aspect Call Center system to a new Data Center.

Responsible for coordinating the move and set up of new work stations (Voice and Data) to consolidate 5 HSBC office locations in the Chicago area to a new main corporate building.

Experience

Sr. Systems Technician

March 2001 to November 2015

HSBC - Mettawa, IL.

Provide real-time support to everyday users of Aspect Call Center and Legacy Nortel systems.

Troubleshoot hardware and software issues and work with service providers to facilitate repairs.

Designed call flow routing of corporate Toll Free numbers for business units.

Supported business units by analyzing call flows and suggesting/implementing more efficient solutions.

Provided documentation support to team members, business unit managers and call center agents for equipment setup and problem resolution.

Provided desk top support when local IT staff could not resolve problem.

Corporate Telecommunications Specialist

Wards - Chicago, IL.

Billing for 50 stores.

Arranged vendor support for on-site issues.

Technician

Ameritech (now AT&T) - Chicago, IL.

Installations of new telephone sets.

Troubleshot phone issues.

Cabling of work station for voice and data.

MAC (moves, adds, changes) of work stations.

Education

Electronics Technician

DeVry Institute of Technology - Chicago, IL.

Electronics Technician

Coursework in electronic component troubleshooting and design.

Bachelor of Arts : Telecommunications Business

Indiana University - Bloomington, IN.

Telecommunications Business

Coursework in Marketing and advertising.

Skills

Databases, Programming, Project Planning, Purchasing, Technical Support, Troubleshooting, Nortel, Avaya, Aspect, IVR, VOIP, Call Center, Dialer, CDR, Call Recording

Contact this candidate