CHRISTINA J. HOLT

***** *. ******** **., ******, KS 66062

913-***-****

aczfpg@r.postjobfree.com

INFORMATION TECHNOLOGY

Customer Support & Field Service Engineer Technical Support Analyst

Customer Account Management Technical Network/System Administrator

Customer Service

PCs & Networks

Databases

System Evaluation

Operations Analysis

Software Applications

OS Platforms

Telephony

ACDs

Results-driven customer support and field service engineer offering deep knowledge of information technology systems. Highly effective communicator with strong presentation, project management, and networking skills. Natural problem solver and efficient troubleshooter; detailed-oriented, and skilled in remote and onsite support. Outgoing representative with expertise in customer service.

Software/Applications

Call Center ACD, IVR, CTI, Unified IP Products, VoIP, Proxy, VMware, Wireshark, VPN,

Citrix, RDP, Modem, Carrier Interfacing T1, PRI, NFAS, Cabling/Wiring, WAN/LAN,

Networking, Oracle, SQL, CLI, Microsoft, Windows, Linux, Unix, KPI/SLA, Salesforce

EXPERIENCE

ASPECT SOFTWARE, INC., Olathe, KS 1995 - 2016

The world's leading enterprise cloud contact center and workforce optimization solutions. 9 out of the top 10 telecom providers use Aspect to connect with their customers.

SENIOR CUSTOMER SUPPORT ENGINEER (07/13-07/16)

SENIOR FIELD SERVICE ENGINEER (03/95-07/13)

Provided remote technical and application resolution and escalation assistance related to products. Diagnosed, troubleshot, repaired, and debug complex computer systems and software. Responded to situations where end users have failed to isolate or resolve issues in malfunctioning equipment or software.

Solitarily provided 24 hour on-call and onsite responses in KS, MO, NE, SD, OK, and AR for last 5 years due to reduced workforce adjustments.

Client Representation: Verizon, IRS, USPS, PayPal, Starbucks, Army, COX, Commerce Bank, HSBC, Citibank, Daimler Chrysler, Sprint, Amway, Musician's Friend.

Generated revenue through time and material projects management.

DELTA AIRLINES, Dallas, TX 1988 - 1995

COMMUNICATION SWITCHING TECHNICIAN

Provided onsite preventive and reactive maintenance on ACD voice switching system, desktops, and peripherals. Engaged with management and end users to educate proper usage of systems, traveling nationwide to call center facilities.

EDUCATION & CERTIFICATIONS

Associate of Applied Science in Computer Maintenance

Indian Hills Community College, Ottumwa, IA

Contact this candidate