Call Center General Labor
Resume:
Pierre D Michel
Commerce, CA *****
**********@*****.***
PROFESSIONAL EXPERIENCE
HSN,Nordstrom, Huffy. May 2018 – October 2023
Warehouse general labor,QC, order puller, fork lift driver (shipping department).
Exclusive Network Enterprise Apr 2015 - May 2018
Telecommunications Technician
Trace all the analog lines for faxes, phones and modems and cross connect to their new locations.
Patch all the cisco phones in the MDF and test them for connectivity using cable tracing and testing.
Replaced defective phones and ensured connectivity.
Trained 8000 users on how to use their Cisco VOIP phones and features of the different hardware throughout Los Angeles County.
Provide end user training on how to use the functionality of phones, ACD and voicemail prior to the installation and cutover of new systems.
Conduct training at the customer facility and provide support after the system has been installed.
Training included PABX, KTS, VOIP, Centrex, voicemail.
Create all training materials and user guides using Microsoft Office Suite products.
Effective communicator both verbal and written.
Kaiser Oct 2008- May 2015
Telecommunications Analyst/ PM
Oversaw system installations, vendor management, procurement, service issues (PBX, voice and data), and billing on behalf of multi-agencies nationwide.
Assisted in merger to CISCO Call manager and Unity Voicemail.
Configured CISCO phones with specific templates for each department.
Provided CISCO IP phone support/training and Unity voicemail support/training.
Administrating the Siemens Hipath 3000,4000 and Xpression.
Tone and cross connect analog lines for Fax, Phones and Modems.
COMWIN and Hipath Assistant to configure different devices in the system.
Set supervisors and call center agents using Business view Composer and Observer. (Siemens call center management software).
Nature Made Dec 2001 – Jun 2008
Telecommunications Engineer
Responsible for tasks relating to monitoring operations, installations, project management and/or maintenance of telecommunications systems and switch devices.
Assisted in merger of CISCO Call manager and Unity Voicemail.
Configured CISCO phones with specific templates for each department.
Analyze reports generated by call accounting software and make recommendations to correct overflow problems.
Design voice networks, integrate telephony hardware and network services.
Familiar with traffic engineering and PBX system planning.
Using the Siemens phone mail system, configured and design the call processing boxes and voicemail for every user.
Familiar with the Siemens 9006 or mod 80 and use it daily to do the MAC works.
Certified in Hicom 150, Xpressions and Hipath 3000.
LCWIN and EMML to configure different devices in the system.
Set supervisors and call center agents using Business view Composer and Observer (Siemens call center management software).
Work with the cable vendors installing data and voice in different buildings and conduct tests before signing off on them.
Tone and cross connect analog lines for Fax, phones and modems.
Trouble shoot CAT5 cables and to make them when necessary.
Utilized Remedy ticket systems.
El Camino Resources LTD. Mar 1999 – Jul 2001
Computer & Telecommunications Technician
Responsible for tasks relating to monitoring operations, installation, and/or maintenance of telecommunications systems and switch devices.
Accountable for wiring schematics for remote and local offices.
Provide support/training for PC, phone, fax, and modems issues for internal U.S. employees.
Configure, tone and cross connect analog lines for phones, faxes and modems.
Analyze reports generated by call accounting software and make recommendations to correct overflow problems.
Design voice networks, integrate telephony hardware and network services.
Familiar with traffic engineering and PBX system planning.
TECHNICAL SKILLS
Training
Training end users how to use the full functionality of their phones.
MAC Orders (Phone, Modems, Fax)
Processing move, add, and change request orders for phone, modem, fax lines, and voice mail
Wiring (Woodland Hills)
Perform telephone wiring for local office
Ports
Port analysis on switch devices
Phone Accessories
Issuing phone accessories to users as requested with proper authorization
Inventory Control
Ensure that an adequate inventory of phones and accessories are stocked
Phone Support
Troubleshooting phone problems and assisting users with issues regarding phones, modems, faxes and voice mail
Programming phones and voice mail using LC Win software and EMML software including IVR.
Warehousing
Packing, picking, fork lift driver, shipping, shrink wrapping, labeling and loading trucks.
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