Technical Support Specialist

WALTER FRESHOUR

***** ********** **., **** ********, CA 92530 Email: **********@*****.*** Phone: 949-***-****

Professional Summary

Insightful Senior Technical Support Specialist looking to leverage 30+ years of Problem Solving, Development, Product Testing, Training, and Mentoring proficiencies, into a professional Lead, Senior, Supervisory, Management position. Committed to providing professional technical support leadership to those experiencing technical hardware and software problems. Successful in training, mentoring, supervising, managing, and troubleshooting devices, assisting with system updates, support, and configuring connectivity.

Skills

• Experienced with telecom equipment planning, installation, maintenance, and support.

• Strong knowledge of telecom services, Networking, Trunking, Analog, TDM, VoIP, SIP, UCaas, SaaS.

• Profound understanding of telecommunications technologies and products.

• Ability to efficiently manage, supervise, train, and mentor teams, sites, and reported problems.

• Solid communications and organizational skills using Microsoft Office Suite (Word, Excel, Visio, etc.).

• Proficient and knowledgable with Windows 7/10/2012/2016 Server, VMware, and Linux Redhat OS.

• Proficient in designing, developing, testing, Custom IVR and Call Center scripts using script languages.

Experience

Mitel, Inc. - Irvine, CA July 2017 – November 2019

Senior Technical Support Specialist

Assist dealers with network assessments, design, configuration, deployment and post deployment

troubleshooting for VoIP, SIP, UCaaS, and SaaS.

Provided Help desk / Desktop Support to dealer and customer on purchased equipment and installations.

Generated Product Problem Report (PPR) for all reported issues, duplication steps and log collection.

Assisted in development and writing of technical literature, specifications, and knowledge base articles..

Supervisied/Trained/Mentored other engineers on 3rd party products and custom applications.

Serve as Custom Call Center / IVR Application design, development, installation, and support specialist.

Serve as Adtran, AudioCode, and Epygi Gateway support specialist.

Toshiba America, Inc. - Irvine, CA 1999 – June 2017

Senior Staff Support Engineer

Assist dealers with network assessments, design, configuration, deployment and post deployment trouble shooting for VoIP, SIP, UCaas, and SaaS.

Serve as Tier 3 escalation engineer virtually and/or onsite, providing Help Desk / Desktop Support.

Generated Product Problem Report (PPR) for all reported issues, duplication steps, and log collection.

Work with outside Value Added Developers (VAD) on new software applications, installation, testing, training, trouble shooting, and problem reports.

Designed, developed, tested, deployed, maintained Custom Script Base Call Center and IVR Systems / Applications.

Designed, developed, tested, and deployed Gateway Wizard and ISDN PRI Channel Monitor.

Design, develop, deploy, multiple types of data monitoring software to assist field engineering .

Assisted in development and writing of technical literature, specifications, and knowledge base articles.

Design, develop, and presented Product Training Webinars and Training classes for Tier 1-2 support engineers and dealer technicians.

Provide Q/A Testing and supervise third party product testing of new hardware and software.

Trained/mentored/supervisied Tier 1 and 2 Technical Support Engineers and Dealer Technician’s.

Serve as Call Center and Custom IVR Application design, development, Installation and support specialist.

Serve as NetPhone/Strata Call Manager CRM Application design, Installation and support specialist.

Serve as Oaisys Tracer / Talkument and Oak Clarify integration and support specialist.

Serve as Adtran, AudioCode, and Epygi Gateway support specialist.

Toshiba America, Inc. - Irvine, CA

Field Support Staff Engineer 1995 – 1999

Investigate and analyze highly advanced product problems and respond via telephone and/or site travel

Obtain, evaluate, and test new products to determine reliability and provide detailed report of findings

Provide customer support of TAIS product, including field problem and application support

Serve as Call Center (ACD) and Custom IVR Application design, Installation and support specialist.

Serve as NetPhone/Strata Call Manager CRM Application design, Installation and support specialist.

Trained junior field support members in problem solving, analysis techniques, policies and procedures

Trained/mentored/supervisied Tier 1 and 2 Technical Support Engineers and Dealer Technician’s.

Support development of technical literature and specifications

Monitor Beta Test Sites; produce weekly reports for each site

Toshiba America, Inc. - Irvine, CA

Marketing Support Engineer 1991 - 1995

Provide pre and post-sales support of TAIS IVR/ACD equipment, including proposal preparation and product demonstration.

Acted as liaison in planning, coordinating, and implementing product installations nationwide

Obtain and evaluate competitive equipment to better position Toshiba products in market

Assist with product applications and resolving technical product problems

Support development of technical literature and product specifications

Prepare reports summarizing area activities to upper management and other departments

Education

Cleveland Institute of Electronics

Certifications

Sound Technician Apprenticeship

Toshiba Telecommunication Products

Novell CNA 3.12

Adtran TS Associate Internetworking

Microsoft (MCP)

Adtran TS Pro Internetworking

Polycom Wireless Pre-Sales

Adtran AOS Routing Basics

Polycom VoIP Pre-sales

Adtran (ATSA/IN)

AudioCodes SIP-CPE Technical

Adtran Introduction to SIP

References

Work

Keith Barnes – **********@*****.*** – 949-***-****

Gwen North – *********@***.*** – 949-***-****

Jeff Vogler – *****@*******.*** – 949-***-****

Personnel

Carrie Jordan – *********@*****.*** – 714-***-****

John Forbes - **********@*****.*** – 831-***-****

Willing to relocate for a great new opportunity.

Contact this candidate