Voice Engineer, Applications Analyst, Service Desk Analyst

**** ***** ***

Winston-Salem, NC *****

M: 704-***-****

E: **********@*****.***

Evan Grizzard

Objective

To secure a challenging career that will utilize my technical, customer service, language, and leadership skills, and provide the opportunity to fully utilize and broaden my diversified skills.

Experience

HCTec, Winston-Salem, NC

Service Desk Analyst II

March 14, 2024-May 2, 2024

·Provide technical support to healthcare staff within multiple facilities

·Understand and support applications such as Epic, Outlook, Microsoft Authenticator, training website

·Use troubleshooting and administration tools such as Dameware, Powershell, Active Directory

·Track incidents and requests within Sevice Now ticketing system

·Call delivery and management using Five9 application

State of North Carolina – Judicial Branch, Raleigh, NC

Cisco VoIP Specialist/Network Engineer

September 29, 2015-January 31, 2024

·Work closely with customers at state-wide judicial sites to determine, develop, and implement their telephone system needs.

·Provision and install/administer Cisco IP phones and voicemail accounts, including daily adds/moves/changes, in Cisco Communications Manager, Communications Manager Express, Cisco Unity Connection, Cisco Unity Express.

·Develop automated attendants for Unified Contact Center Xpress and Unity Express by scripting call flows, recording voice prompts/menus, and keeping associated documentation current

·Travel periodically for on-site support.

·Support end user troubles and requests as needed

·Proficient in Cisco Unified Communications including UCCX admin and scripting, Unified Communications Manager, Unity Connection, Unified Intelligence Center, Finesse, WebEx/WebEx Calling

·Installation, configuration, maintenance of Cisco network hardware via Cisco SDWAN, including VManage, DNA Center, LiveNX

Family Dollar Stores, Inc., Matthews, NC

Service Desk Analyst II/Incident Analyst/Applications Analyst

July 2007-March 2015

·Responsible for end user administration and support, script development and maintenance, reporting, and associated documentation for Cisco Unified Contact Center Xpress (UCCX).

·Support end user applications related to Cisco Unified Communications.

·Provide level 3 Point of Sale system support, including hardware and software, for store POS systems.

·Provide on-call support for POS Technical Support group.

·Periodic travel to store sites around the USA for on-site suppport/repair.

Other Skills

·Basic SQL

·Microsoft Office applications

·Consistently type 60 WPM

·Proven superior troubleshooting and problem-solving skills

·Experienced in providing superior customer service and technical support by way of personal interaction, telephone contact, online chat, and email

Education

Rowan-Cabarrus Community College, Kannapolis, NC

East Gaston High School, Mt. Holly, NC

References

Available upon request

Contact this candidate