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VoIP / Hosted IP Centrex Support

United States
$20+ hr
April 21, 2017

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Michael Hopkins

Stafford, TX ***** • • 281.***.****



Articulate professional with solid education and experience in business systems analysis and telecommunications, to include help desk operations and VoIP service management.

Relationship Development: Strong interpersonal talents with a talent for supporting customers, repair groups, network engineers, project managers, order entry, vendors and field technicians.

Information Management: Well-developed ability to utilize business technologies to configure VoIP and IP Centrex systems, troubleshoot tools and enhance application performance. Proficient with MS Office Suite, HTML, Windows XP, Windows 7/10, Cisco, Mediatrix ATA, 3Com, Linksys, IP Phones, Aastra, TCP/IP, TELNET, FTP, SIP, DHCP, and DNS.

Project Oversight: Highly organized with technical expertise to guide project planning and implementation. Success meeting organizational goals within team driven and self-guided roles.

Key Strengths: Finely tuned analytical skills with a dedication to continually streamlining and improving work processes. Effectively interface with management to resolve problems.


Bachelor of Business Administration in Business Management

Southwest Texas University, San Marcos, Texas

Certifications: Remote LAN Dial – VPN, Broadsoft, Voice Over IP/Polycom, Web Center, Very High Performance Backbone Network Services (VBNS)


Verizon, Inc., Houston, Texas

VoIP / Hosted IP Centrex Support (11/2004 – Present)

Technologies: Broadsoft, ESAP, Order Pro, XML, MS Office, Visio, WIN XP, WIN 2000, WIN 7, WIN 10

Oversee Verizon VoIP installation and major voice over IP projects, strategically supporting Account Team, Technical Engineers, Service Deliver Staff, Trainers, Executives and all customers to ensure timely project completion. Train all Junior Project Managers Technicians on AVS ATA device installation to ensure successful upgrades from analog to VoIP phone service. Confirm system compliance, administer TFTP / FTP server operation, and educate customers on subscriber data, Broadsoft IP Centrex features, and contact information. Resolve complex VOIP related hardware and IP Centrex configuration issues. Collaborate with Technical Engineers on design and overall service delivery.

Selected Contributions:

Develop internal troubleshooting tool website to equip project teams with swifter tool access, troubleshooting, and overall customer service.

Expertly configure IP Centrex features, including auto attendant, hunt groups, and shared/multi call appearance for VOIP customers.

Served as single point of contact for post-installation customer support, reporting ongoing project progression and ensuring accurate documentation.

MCI/Verizon Inc., Houston, Texas

Help Desk Support (11/1999 – 11/2004)

Technologies: Broadsoft, ETMS, XML, MS-EXCEL, MS-Word, Visio, WIN XP, WIN 2000

Controlled frame relay, ATM and IDA merge for long distance/local voice service via PSTN network. Managed ETMS tickets and service escalations, resolving all complex VOIP network concerns. Coordinated with Engineers and Onsite Technicians on CPE device installation and configuration

Selected Contributions:

Successfully serviced customers to meet company Service Level Agreement and Mean Time To Repair goals.

Obtained enhanced tools optimize troubleshooting and customize installations.

Additional experience as a Manager for Chuy’s Comida Deluxe (1994 – 1999) charged with daily overall operations, product management, cost control, computer software installation, sales reports, and the supervision 25 personnel.

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