MELODY E. JULYE-BOBO

Aurora, CO ***** 303-***-**** ad2f0s@r.postjobfree.com www.linkedin.com/in/melody-julyebobo

DESK TOP SUPPORT TECHNICAL SUPPORT HELP DESK SUPPORT

Technical desk top support with strong troubleshooting, and communication skills. Enjoy helping customers and coworkers stay on task by maintaining and repairing technology and equipment quickly. Ensure that new technology will be future proof and will be able to grow with the demands of the business needs. Known as a collaborator who embraces technology and change, finishes projects correctly, on time, right the first time, and punctual. Work well as a member of team or individual contributor. Always does work with a smile.

Skills

Tools (Hardware): UC servers, ESXi host configuration and VMware install, Replace memory, hard drives and power supplies. Configure Cisco router and switch ports.

Technologies (Software/Languages): Install Windows server and OS. Configure network hardware. Troubleshoot PC issues of various software. Run diagnostics on hardware. Maintain current Windows patches on PCs. RDP into desktops and servers for updated, patches and remote control. Microsoft Office 365, Microsoft AD and LDAP integrations. ServiceNow ticketing system. Microsoft Team and Microsoft Voice configuration. Google Suite and Voice configuration.

Industry Concepts: Networks LAN, WAN, MAN, VLANs, MPLS, BGP, T1 circuits

Industry Knowledge: Basic Routing and Switch, DHCP, DNS, VPN tunnels

People Skills: Collaborative, Positive, Driven, Communication, Reliable, Task Orientated, complex troubleshooting skills, customer service driven,

PROFESSIONAL EXPERIENCE

Golden Harmony Home Health, Aurora, CO

Part time Technical Support 2008-2023

As a Part-Time Technical Support Staff member, I play a crucial role in ensuring the smooth operation of our products and services by assisting clients with technical issues and inquiries. Responsible for delivering exceptional customer service while troubleshooting and resolving technical problems.

Support and maintain in house network switches, servers, and desktops.

Diagnose and resolve technical issues related to software, hardware, and network connectivity.

Assist clients in the installation, configuration, and troubleshooting of software applications.

Dish Network, Englewood, CO 2022-2023

Senior Sys Admin 2022-2023

Supported 11 Cisco CUCM Clusters (CUCM, IM&P, Unity connection, Jabber, Webex and Webex Fed Ramp, CVP and CUSP).

Provide prompt and courteous technical support to clients via various channels, including phone, email, and chat.

Diagnose and resolve technical issues related to software, hardware, and network connectivity.

Supported Dish calls centers, IHS and wireless sites. Created agent logins, troubleshooting any agent login issue. Troubleshoot call routing issues.

Faced a significant cybersecurity challenge that necessitated a comprehensive overhaul of our infrastructure. The cyberattack, while posing a formidable threat, also served as a catalyst for our organization to showcase its resilience and commitment to fortifying our digital ecosystem.

Conducted POC for Google Voice and Cisco Webex Calling. Planning and implementing migrating users to Google Voice and Cisco Webex Calling. Which include porting phone number from one carrier to another.

EchoStar Satellite Services L.L.C., Englewood, CO 2009-2022

Principal VOIP Engineer 2021-2022

Sr VOIP 2 2017-2021

Sr Technical Administrator 2009-2017

Provided increasingly responsible support for Cisco Collaboration Platforms including CUCM, IM&P, Unity Connection, UCCX (10.X, 11.5), Finesse, Expressway MRA for Jabber (X8.9.2), Jabber client (12.X), WebEx Teams and Cisco Hub administration.

Planned, implemented. and executed conversion of Avaya to Cisco Collaboration over a 2-year period including dial plan, endpoint configuration, analog gateway configuration, voice gateway configuration, and voice mail configuration.

Provide prompt and courteous technical support to clients via various channels, including phone, email, and chat.

Provided Tier 1 – Tier 4 technical support for internal customer tickets for customer phone, Jabber, WebEx, and network issues that included involving other teams (Network, Security) with in the SLA.

oReceived 99% survey rating for customer satisfaction.

oEscalate unresolved issues to higher-level support or development teams as needed.

Consolidated enterprise into one carrier using SIP services.

oShut down 20 T1s at each location which saved the company over $300K per year on T1 circuits.

Touchbase Communications, Denver, CO 2008-2009

Telecom Support Engineer

Provided Tier 1 actions to Tier 4 technical support for multiple product areas of diverse scope and complexity.

Met service level agreements in a 24-hour environment.

Performed troubleshooting for remote customers globally dealing with T1/WAN outages.

Avaya, Inc., Highlands Ranch, CO 2007-2008

Converged Tier 3 Engineer

Provided technical support for multiple product areas with diverse scope and complexity.

Delivered remote post-sales support of hardware systems, sub-systems and/or applications for customers.

Supported more complex end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution, and documentation.

Collaborated with customer's technical staff and/or vendor to research, test and resolve issues.

Avaya, Inc., Westminster, CO 2002-2007

Quality Assurance Tester

Tested Avaya’s Communication Manager software, which included feature testing on multiple platforms.

Attended specification reviews for QFA new feature testing.

Wrote quality test documents for new features and had document reviewed as base lined based on ISO.

Performed cross platform testing with CM and Intuity Audix and Modular Messaging products also owned by Avaya, Inc.

Wrote modification request when breakage was found during QFA testing.

Installed new Modular Messaging equipment which included installing operating system (Windows 2000/2003 server and Exchange 2000/2003) including maintaining the domains, Active Directory and Policies on all systems and performed all system upgrades.

Used networking tools such as Packet Storm and NetEm for testing features to create delay and jitter in the network to detect network problems with IP phones and CM software.

Early Career Highlights Lab Manager, Avaya Inc., Lab Manager, Lucent Technologies, Tier 4 Customer Support, Lucent Technologies, Lab Support, AT&T Bell Labs

EDUCATION

Bachelor of Science in Business /Information Systems, University of Phoenix

Associates in Computer Information Systems, Community College of Aurora, Aurora, CO

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