It Support Call Center
Resume:
Tony DeSantiago
*********@*****.***
I.T Support Engineer – IT Operations
Summary
Over 20 years’ experience in the server, desktop and call center support field using several flavors of UNIX, Linux and Windows including: Red Hat Linux, Fedora, SCO OpenServer, SCO UnixWare and Windows 2K3, 2K8, 2K12, 2K16. Daily experience with SQL Server Management Studio (SSMS) managing any SQL infrastructure, from SQL Server to Azure SQL Database and Simple SQL queries
Over 5 years’ experience in the Financial Recovery call center industry with a strong knowledge of Noble Dialer Systems nka Alvaria
Managed Intel servers, desktop hardware installations and configuration projects to increase the call centers recovery and collection revenue
Perform system monitoring tasks to troubleshoot various alerts using tools such as vi, netstat, lsof, nmon, top, task manager and Windows Event Viewer to provide reliable uptime for increased production
Remote Desktop, Remote Desktop Connection Manager, VPN, Azure JIT VPN, Webex, MS Teams, and Active Directory used to resolve remote support issues reported by clients and end-users
Basic telephony configuration experience with robbed bit T-1 and ISDN circuits utilizing Dialogic communication technology to prevent phone line circuit disruptions
Strong communication skills including the ability to explain technical concepts to non-technical stakeholders at an appropriate level of detail
Can work in a Team Environment or Independently with little or no supervision
Quickly comprehend technical concepts and product capabilities
Strong attention to detail: verify completeness, accuracy, and quality of work performed
Prioritize duties to meet deadlines, and complete tasks in a challenging fast-paced environment
Possess Social Security Administration Support Authorization Clearance
Professional Experience
Cora Systems, - Carrick-On-Shannon, Ireland 09/2023 – 04/2024
I.T Support Engineer - Remote
Performed daily Database backups and restores to support reported issues with their proprietary Portfolio Project Management (PPM) application using: MS SSMS 2k17, 2k18 and 2k19
Performed daily installs and upgrades of their proprietary Portfolio Project Management (PPM) version builds
Utilized: Remote Desktop Connection Manager, VPN, Azure JIT VPN to access MS and Azure Servers
Configured Website App Pool connection strings using IIS
Created KB Training articles and Processing Templates to ensure Best Practices are in place for all Team Members
Daily Turnover meetings with all Teams Members to ensure urgent tasks are completed to meet DevOps and Clients expectations
Promoted and implemented a positive and team oriented environment
Tony DeSantiago
*********@*****.***
USAN, Inc, Norcross, GA 07/2016 – 09/2023
Shift Manager – Network Operations Center
As Day Shift Manager, ensure the following were followed:
Monitor system performance and identify and respond to alerts using various SUMO Web and Opsgenie tools, manually correlate alerts, and perform actions based on predefined instructions, ensuring timely escalations.
Professionally answer inbound calls and emails, researching answers to questions and initiating requests for action as needed per documented KBA’s while logging all Incidents using Service Now
Professionally initiate outbound communications via phone, email and slack channels.
Personally work directly with internal and external Stakeholders to provide support of day-to-day maintenance activities.
Effective communication with Vendors and Telco companies such as Verizon and Lumen
Promoted to NOC Shift Manager - 07/16/22
7/2016 - 3rd Level SaaS engineer: Provided support for Aspect/Alvaria Unified IP Cloud Call Center solutions while maintaining a 98% CSAT rating. Using emails and verbal communication to meet SLA on all reported issues
Mid to Senior knowledge of Unified IP AQM, UAD, RTR, Enterprise Monitoring, Unified Resource Manager, Unified Director Recording Tool, UIP System Administration, WFM/WFO and Calabrio Recording Platform
Provide server maintenance and Hot Fix installation to help troubleshoot and resolve Application Services issues on Windows 2K8, 2K12 and 2K16 server platforms.
Utilize logs, task scheduler, Wireshark, server configurations for customer network FTP data flow reported issues
Organize and prioritize task timelines and follow-ups to ensure appropriate resolution
Use of MSSQL Management Studio 2K8 and 2K16 R2 to create simple queries to assist with troubleshooting database issues
Maintaining and displaying exceptional customer service to all stakeholders (internal/external)
Consistently promotes and model the Company’s client service principles in a teamwork environment
Attend weekly Support Calls with Stakeholders to review all Open Reported issues for proper assignment and escalation
Create and review internal KBAs as part of the USAN OneNote Knowledgebase
Verint Systems, Inc, Alpharetta, GA 03/2012 – 07/2016
Product Support Specialist
Provided Tier2 support for Witness Legacy and Verint V11 applications while maintaining a 98% CSAT rating. Meeting SLA on all inquiries is a mandatory requirement.
Mid to Senior knowledge of Witness Legacy QM 7x Applications: Enterprise Reporting, User Synchronization Tool (UST), Extract Transfer Loads (ETL), QM System Administration, QM Search/Replay and QM 7x & v11 Customer Feedback
Troubleshoot and resolve application issues from the server perspective, utilizing logs, administration or monitoring tools, server configurations and other techniques
Troubleshoot application integration issues, understand the supporting integration tools and data flow
Organize and prioritize tasks per an established timeline and follow-up to ensure appropriate completion
Use SQL 2k3 or 2k8 to create simple queries to assist with troubleshooting database issues
Maintaining and displaying exceptional customer service to all stakeholders (internal/external)
Deep diagnostic troubleshooting to resolve proprietary Quality Monitoring and Customer Feedback software and web portals reported inquiries
Assisting customers with software installation and troubleshooting issues on Windows Servers 2k3 or 2k8, Windows XP/7 Laptops/Desktops and Citrix platforms
Identified as a Customer Feedback Pioneer to participate in functional test planning for Version 11 software platform
Consistently promotes and model the Company’s client service principles in a teamwork, work product, and personal interactions while also providing ongoing training to new and existing employees
Provide exemplary client service to all internal and external clients; proactively promotes client service throughout department and among teams; responds to peer requests with recognition that requests serves a client or Company need
Utilize Wireshark (and other third party programs) to troubleshoot customer network data flow
Install, Configure and troubleshoot Teleflow and NMS telephony software
Create and review internal knowledgebase articles as part of the Verint Oracle Knowledgebase
Many commendations and acknowledgements achieved as a result of helping resolve our client’s issues in a timely manner
Tony DeSantiago
*********@*****.***
Wireless Generation, LLC, Alpharetta, GA 07/2008 – 3/2012
Product Support Help Desk Analyst – Educational Software
Provided support for all technical and web application issues reported via inbound calls while maintaining a 95% first call resolution rate. Responding to email issues and concerns within SLA are also handled in a timely manner.
Salsesforce CRM used to create and escalate Trouble Tickets
Maintaining and displaying exceptional customer service to all end users and internal staff
Deep diagnostic troubleshooting to resolve proprietary educational handheld software and web portal issues are performed daily while tracking all steps using the SalesForce Ticketing Dashboard
Assisting customers with software installation issues on Windows Laptops/Desktops and ASUS Netbooks as well as Mac's
Participate in functional test planning and testing for the assigned application(s), functional area(s) or project(s)
Consistently promotes and model the Company’s client service principles in a teamwork, work product, and personal interactions while also providing ongoing training to new and existing employees
Provide exemplary client service to all internal and external clients; proactively promotes client service throughout department and among teams; responds to peer requests with recognition that requests serves a client or Company need
Escalations specialist, Regional application specialist, Encryption specialist, Mac specialist, Reports specialist, including ROM and Tier1 handheld hardware management. Account Management interface and cross trained in Implementation Services
Many commendations and acknowledgements achieved as a result of helping resolve our client’s issues in a timely manner
CLK Management, LLC, Overland Park, KS 09/2007 – 05/2008
Sr. Business Systems Analyst/Assistant Manager – Operations
Assisted with the managing and training of 125+ recovery account managers utilizing an automated outbound/inbound dialing system
Maintained, upgraded, and supported existing Dell Linux servers to ensure operational stability for enterprise to increase recovery revenue percentages
Daily updates to production relational and collection database tables which included the monitoring of daily imported/exported customer accounts
Responsible for the installation and support of custom 3rd party collection applications and reporting tools
Desktop support provided for all local and remote end users. Some of the utilities used on a daily basis were: Remote Desktop, VPN, VNC, Active Directory and Webex
Provided daily performance reports to general managers, such data was used to strategically improve connection performances to achieve monthly collection goals
Dialing filters are implemented to comply with FTC/FCC and State regulations
Worked closely with vendors for quick project completion and timely support resolution
MB Solutions, LLC, Atlanta, GA 07/2005 – 09/2007
Sr. Systems Analyst / Dialer Manager- Operations
Maintained, upgraded, and supported Linux servers to ensure operational stability for enterprise
Daily updates to production relational and collection database tables
Responsible for proper implementation and support of all T1 Circuits to ensure no phone service interruptions occur which will affect the daily collection production
Provide support by resolving end-user issues and maintaining a presence at “Help Desk”
Import/Export of client information is completed on a daily basis for dialing strategies and full account penetration to increase recovery percentages
Provide assistance for all upgrades and maintenance of collection workstations
Provided management assistance for 100+ collection agents, including the training on the 3rd party collection applications to maximize operational efficiency
Penetration/Production reports are generated on a daily basis for Operation Executives
Dialing filters are implemented to comply with FTC/FCC and State regulations
Profits increased by 20% within the first year by implementing dialing algorithms
Provided on-site demonstrations to help our company acquire new portfolios
Managed the selection, development, and motivation of assigned staff for special projects
Tony DeSantiago
*********@*****.***
Noble Systems Corporation, Atlanta, GA 08/1999 – 04/2005
Sr. Systems Analyst / QA Software Analyst
Provide support for all Unix/Linux technical and telephony dialogic issues reported via inbound calls while maintaining an 85% first call resolution rate. Responding to email issues and concerns within SLA are also handled in a timely manner
Maintained and displayed exceptional customer service to all end users and internal staff
Deep diagnostic troubleshooting to resolve proprietary call center solutions and application software were performed daily while tracking all steps using the TARS Ticketing Dashboard
Provided remote support via LAN/WAN or dial-up connections using SSH, VPN, Webex, and Citrix ICA to minimize client downtime
Generated additional revenue outside our normal Server products by providing a high level of Quality Assurance for all assigned application(s), functional area(s) or project(s)
Traveled to various customer locations to help maintain our accounts and to provide onsite support
To enhance system performance and to help our clients meet their financial goals, daily SQL queries and scheduled maintenances were performed on their Informix databases
Assisted our Sales and Marketing departments by conducting product demonstrations for potential clients At least 75% of all product demonstrations resulted in the purchase of our predictive dialer
Many commendations and acknowledgements achieved as a result of helping resolve our client’s issues in a timely manner
To help market our proprietary desktop software, Windows 98-XP installations/upgrades with MS Office Suite installations/upgrades were performed for testing purposes
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