Call Center Support Specialist
Resume:
Jimmy Soles
Mogadore, OH
***.*****@*****.***
Authorized to work in the US for any employer
Work Experience
Security System Sales
Deep Sentinel
Specializing in sales for security systems and in network architecture for lager footprints. Work from home position dealing directly with consumers, following leads, and closing sales. Sr Voice Network Engineer
Diebold - North Canton, OH
2011 to 2016
Specializing in Avaya and Cisco
Responsibilities Included:
• Management of:
o daily operations, overseas engineers, Vectors/VDNS/IVR Servers and Routing/.WFM/WFO, CMS and Backups, and specialized projects with functional groups as required
• Collaboration with the CEO, department managers, and shareholders
• Participating in short-term and long-term corporate voice network planning
• Evaluation and improvement of the corporate voice network infrastructure; including telephony, data circuits, and systems hardware and software
• Budgeting architectures of networks
• Organizing the tracking of hardware and software modifications to the network infrastructure
• Utilizing criteria for evaluation and selection of vendor hardware and software to determine adherence to corporate guidelines
• Maintaining a detailed technical expertise of the voice communications, network operations, hardware, and software
• Upgrades and supporting corporate voice networks, servers with patching campaigns and Security protection.
Skills Implemented:
• Supporting Avaya/Verint call center applications
• Avaya Contact Center Express
• Avaya Call Management System (v7 and V8)
• Avaya Application Enablement Server
• Avaya Call Center Elite Multichannel
• Managing Avaya Session Border Controllers
• Managing projects and overseeing them to completion
• Microsoft Windows
Telecommunication and IT Specialist
Continental Airlines - Cleveland, OH
2000 to 2010
Specializing in Avaya and Cisco hardware
Responsibilities Included:
• LAN, WAN, and CAN support.
• Installing, maintaining, configuring, and troubleshooting 100 Mbps, T3 networks, and WAPS within the environment
• Maintaining and troubleshooting Cisco equipment
• Avaya Voice-over IP telephony with G700 Avaya series servers, G350, and G650 media gateways
• Setup mobile services for customers; Black Berries and IPhone; X mobile services for remote customers and sales office
• RJ45 cabling connections
• Laptop network connectivity both locally and via VPN
• Submitted and/or assisted with many cost saving initiatives; including two which eliminated unnecessary trunks and located and eliminated lines no longer in use, saving thousands of dollars
• Desktop computer functionality
• Maintained printers (HP 4000 & 5000 series), a variety of peripherals, system, and application software functionality
• Troubleshooting issues back to the server if necessary
• Limited server troubleshooting on Windows 2000 server
• Virus elimination support. Biometric clock functionality G3R PBX system
• Assisted in upgrading from a G3r to 8300 VoIP system Technical Support Specialist / Team Manager
Birmingham Steel - Cleveland, OH
1998 to 2000
Manage a team and Vendors
Specializing in Management, Avaya, and Cisco
Responsibilities Included:
• Administering a Definity PBX Switch
• Assistant Administrator for 4 NT Servers, desktop computer functionality for approximately 200 users, maintenance of printers, terminals, and keyboards.
• Installation, break, and fix of a variety of software applications, server patches and virus protection Education
High school diploma or GED
Skills
• Service Delivery
• Project/Program Management
• IT Infrastructure Design
• IT Strategy
• IT Security Network Administration
• Process Optimization
• Change Management
• QA Team Leadership
• Consulting Technology
• Deployment/Migration Needs Assessment
• Cost Control
• Avaya Microsoft Telecom Server Troubleshooting
• Network Support
• Customer Service
• Remote Site Management; Training and Accreditations
• Microsoft:
o Microsoft Advanced Server 2000, Microsoft Advanced Server 3000, Microsoft Windows 2012Pro, Microsoft XP Windows Vista ITIL, Windows 98, Supporting Microsoft Windows 95 Vol I and II Updating Support Skills, Windows NT and Windows 2000, Active Directory Windows 7
• Avaya Definity ESC Expert BTC124H, Avaya
• Integrated Management Overview NTE10081E AVAYA- Install and Initialize S8700 Series Media Server Solutions NTE30027E Install and Initialize S8500B Media Server Solutions NTE30026E Avaya
• Installing/Initializing S8400 Media Server Solutions NTE30024E-Avaya
• Communication Manager 6-7- 8 Trunk and Routing Avaya Administration; setting up Avaya Intuity Audix
• Gene 5+ years hands on, multi-site contact center systems, integration experience with ACD and IVR solutions, Cisco UCCE SIP, H.323, and MGCP voice protocol configuration.
• Manage Cloud base systems.
• Prior experience deploying and administering routers, switches, RAS, TACACS and LAN/ WAN [HSRP, Qos, VLAN's, Bandwidth modeling] and VoIP infrastructures
• Strong experience configuring and troubleshooting Voice Gateways
• Prior support experience of the ICM environment including ACD, PG, IVR
• Prior experience deploying and administering routers, switches, RAS, TACACS and LAN/ WAN [HSRP, Qos, VLAN's, Bandwidth modeling] and VoIP infrastructures
• Excellent documentation, presentation, and problem-solving skills
• Excellent communication skills and client-facing skills
• Help Desk Management
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