Desk Analyst Customer Support

PITCHOU NDAKAKANU-MUHEDU

*** ******* *****, ******, **

L9T6S6

Cell 647-***-****

********@*******.***

BILINGUAL TELECOM SYSTEM ANALYST

A resourceful Telephony System Analyst with more ten years of experience working in Telecom field and eight years of experience in IT field in different industries with multiple platforms, systems, projects, technologies, vendors and environments, an analytically minded, with excellent organizational and good verbal written communication skills, creative thinker with an eye for detail, experience building rapports with clients, teams, stakeholders and third parties.

AREAS OF EXPERTISE

MS Office, IT/Telecom project management, Telecom Systems administrator, service now, incident management, SharePoint, One Drive, Fax2mail(By OpenText), Telco vendors management, Cisco Call manager 10.5, Cisco Unity connection 10.5, Cisco Unified CCX V11.6, Cisco voice getaway, call handler design, Cisco UC link 11.6.5, Cisco Jabber 12.6, Cisco Ip communicator, Polycom Trio 8888, SIP trunk, PRI, Centrex line, BCM System administrator, PBX option 11, Meridian Call pilot, Avaya Aura, Avaya Red, Avaya CM, Avaya CMM, Avaya System administration(Gedi and Emulation), Avaya SIP call flow, XEN servers, cisco Routing and Switching, Cisco network devices, Avaya Voice Gateways, WIFI, WLANs, VMware, Esxi 6.5, UCSC-C240-M4S2, CUCM cluster patch management, TELUS Bill Analyzer, MS Skype, MS Teams.

PROFESSIONAL EXPERIENCE

ABB Inc, Burlington, Ontario

December 2016 to Present

Sr.Telecom analyst/Voice Project manager/Telus DTOS

Single point of contact for Telecom issues providing Technical expertise, troubleshooting of all Telecom related issues affecting ABB users both while supporting ongoing project and normal business operations engaging Telco (Bell, Telus Bell Aliant/Cisco/Tier3.

Initiating, planning, executing, facilitating, and completing all Telecom related projects.

Monitoring project status, receiving change order requests and reviewing with upper management.

Delivering project's objectives within scope, schedule, cost, and quality.

Ensuring completeness and quality of all project deliverables

Organizing, conducting meeting with stakeholders, relevant project players and ABB directors to provide project status.

Coordinating all Telecom Macs such as new user phone and voicemail set up, ordering telephone accessories, phone replacement, Toll, ordering LD code, ordering lines and circuits, line decommission

Managing all ABB Canada Telecom operations and projects

Providing a single point of contact between the client and vendors to ensure success of all Voice related project.

Analyzing defects, determine approach, compile, and develop status reports.

Provided customer support by performing hardware and software installations, maintenance, troubleshooting and upgrades/Patches on voice products and applications.

Investigating, escalating, and fixing all ABB UCCX call center technical and System access problems.

Coordinating weekly meeting with ABB account manager at TELUS and Billing representative to decipher any discrepancies related to the billing/invoices.

Using Telus Bill Analyzer to perform monthly verification of cost against the fixed cost for managed services provided to ABB Inc to avoid unexpected costs.

Performing research and data analysis to identify possible usage issues and trends use collected data for potential optimization and/or recommendation.

Creating telecom documentation and providing training to end users

Generating and building Excel sheet reports on current over all Voice activities, hardware inventories and updating/keeping all Voice data accurate.

Technologies used: IVR, TC3, Plantronics, Call pilot, Jabra, BCM element manager, cisco VoIP, UCCX 11.5, CUCM 10.5, cisco unity 10.5, OPTION 11, BCM50/450, CUE&CME, PRI, CUCI link, Jabber 12.6/12.8/CISCO IP Communicator.

Wal-Mart, Mississauga, Ontario

February 2016 to October 2016

Bilingual Telecom Analyst/Red Avaya Project coordinator

Worked closely with program manager to facilitate the definition of Walmart Store Avaya (Red Avaya) centralized project scope, goals and deliverables.

Participated and collaborated in several interactive voice response project initiatives for both new systems and improvements on current systems.

Billing and invoicing monitoring of all purchasing, vendor management (UNITY, TELUS, ALL Stream, Bell, SaskTel, Videotron, and Bell Alliant) and inventory management.

Participated and collaborated in project success by being a key stakeholder and by building effective relationships with other key stakeholders, internal and external.

Communicated requirements to Wal-Mart stores and carriers to keep progress on track

Applied a structured methodology and lead change management activities and assess change impact

Identified, analyzed, prepared risk mitigation tactics

Integrated change management activities into project plan

Managed project resource allocation and budget.

Planned and schedule project timelines

Tracked project deliverables using appropriate tools

Constantly monitored and reported on progress of the project to all stakeholders

Responsible for All AVAYA incidents management (Post cutover Defects & MACs) and diagnostics of end user voice systems and problem resolution

Documented and tracked all Red Avaya problems. Enquires and events in the CRM system

Liaised between the vendors and the organization to resolve all Red Avaya related technical issues

BMO, Scarborough, Ontario

October 2015 to February 2016

Bilingual Help Desk Analyst

Provided cost effective first-level IT supports by applying known solutions to problems or performing basic research.

Supported Hardware Break/Fix such as Branch Servers & UPS, Workstations (Desktops & Laptops), Smart Source Cheque Scanners, Card Readers with Pinpad, Local Printers (Thermal Printers (POS Printers), Passbook Printers, Desktop Printers), Network Printers, Cash Recycling Units & Cash Dispensing Units.

Mobile user management using BES and AIR WATCH, Mobile MACD, enabled users to self-activate devices by entering their corporate credentials, configured policies for device restrictions, layout, settings access based on OS or ownership type(BYOD or Corp-owned), performed remote commands such as clear passcode, send message, lock device, or perform an enterprise or device wipe, Troubleshoot mobile devices and training.

RBC Royal Bank, Toronto, Ontario

March 2015 to August 2015

Bilingual Telecom Analyst / Project coordinator

Coordinated projects activities such as providing Floor plans to Bell technicians using e-drawing and RBC LOB databases, Communications to RBC Branches, High risk Communications, Branch audit completeness (content details), monitoring of group email box, audit coordination with Bell, Black Berry rotation of coverage

Executed Day 2 defects and MACs Post migration, handling tickets in the tracker, email follow up, follow up with Bell, trending and issues post migration-identification and documentation.

Updated telecom inventory and prepared required reporting relevant to the operations of telecommunications.

Prime handling Post Migration defects, wrong line programming, wrong MPLS configuration, Network equipment upgrade, replacing defective cisco phone engaging Telco for Centrex line programming.

First response to all Sound Quality defects, collected Voice and Network data, implemented codec change, telephone equipment upgrade and leased line, Performed analysis and diagnosis of voice network issue, handled escalations to the RBC Network and Telco teams, organized conference calls gathering user information, relaying technical information to both internal and external teams about complex voice issues affecting client, tested resolution, documented the successful resolution while updating involved Teams with client feedback.

Liaised between the vendors and the organization to resolve technical issues

Telus Inc., Toronto, Ontario

December 2010 to june 2015

BCM/ PBX System administrator /Bilingual Telecom analyst

Bilingual Telecom system administrator for CIBC/Intria and Bilingual Telecom analyst for the co-operators.

Performed diagnostic and troubleshooting tasks for interfaces on Cisco switches and routers, Analyzed Network equipment output, determined voice or data issues and implemented possible fix engaging Telco, Tier 3 and Cisco.

Along with Telus Billing Team, Reviewed, ascertained accuracy and recommending payment of invoices submitted by the Telco (Bell, MTS, SaskTel Etc…) companies for the services rendered.

Responsible for billing configuration with Telus consolidated Billing Team

Responsible for Centrex line purchase and programming such as hunt group/ lines rollover.

Recommended ideas to enhance technical capabilities of the system and reduce operating costs, created user phone profile, set up cisco soft phone, extension mobility, managed call processing on CISCO CUCM CME and set up voice mail using Cisco unity.

Coordinated MACs of telecommunication equipment by obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, and maintaining an inventory of devices and their locations within the network.

validated customer requests for provisioning and engage others (i.e. other Telco’s such as Bell etc.) as required, coordinated end to end provisioning of service orders including ordering facilities (i.e. voice trunks, circuits, etc.) as required.

AstraZeneca, Mississauga, Ontario

February 2009 to November 2010

Bilingual service desk Analyst

Provided telephone based technical support of desktop applications, hardware and network connectivity to a wide range of employees – specifically sales reps working remotely (VPN) and admin staff located at the Mississauga office.

Delivered client driven IT Support for both local and remote users, approximately 1200 across North America

Shoppers Drug Mart, Toronto, Ontario

September 2008 to February 2009

Bilingual service desk Analyst

Provided a 24-hour problem determination and resolution center for all Shoppers Drug Mart stores and Corporate/Regional staff having questions or experiencing problems with the following systems: Corporate Desktop / SHHC (PCs, corporate applications, phones including mobile and blackberry, printers and fax machines), Point Of Sale (Registers, Pin pads, Controller), HEALTHWATCH™ SYSTEM (HW Next Gen, Zadall, TRex), Store Accounting (LITES, WFM, Cosmetic Commissions), PC (Admin, FSM, Associate, Pharmacy),MMS, All In-store Hardware and Communications.

CIBC, Toronto, Ontario

August 2008 to September 2008

Bilingual technical support

Responded to client needs from multiple lines of businesses related to infrastructure and service delivery requests; Troubleshoot, resolved and/or escalated for one or more products or services

Responded to client requests (telephone, email, and web) for infrastructure support to defined service level objectives.

CCSI, Mississauga, Ontario

June 2008 to August 2008

Bilingual Helpdesk Analyst

Provided phone-based technical support in activities associated with the identification, prioritization and resolution of reported problems.

Supporting issues associated with MS Office, Internet Explorer, VPN, and Operating Systems XP/Win 2000/03, general Networking, Vista, BLACKBERRY, and AS400.

CSC, Montreal, Quebec

May 2006 to June 2008

Bilingual Helpdesk Analyst

Provided help desk support to Nortel’s employees by phone, emails or voicemails, provided advanced troubleshooting of hardware and software and assess whether incidents require dispatch to local on-site resources.

Administered Exchange and Active Directory accounts, Troubleshoot issues related to Microsoft Outlook, Blackberry, Windows Mobile, VPN, call pilot, MCS, Windows XP, office suite, Internet Explorer, data backup recovery, Antivirus, MS Exchange server, troubles with general networking, Escalate to high level complex issues.

Rogers Inc, Montreal, Quebec

March 2005 to April 2006

Bilingual Helpdesk Analyst

Helpdesk support exclusively with Rogers’s employees concerning MS Office, software, hardware, networking, and OS issues.

Escalated specific incidents to appropriate levels or support groups.

Ajillon/GlaxoSmithKline, Montreal, Quebec

Sept 2004 to March 2005

Bilingual Helpdesk Analyst

Tracked calls with Remedy as ticketing system, Provide phone help desk support to GSK employees on the phone or via emails

Performed troubleshooting issues related to lotus notes and windows OS environment

Tele performance/Bell Sympatico, Montreal, Quebec

April 2003 to August 2004

Bilingual Technical Support

Supported the following operating systems: Windows XP Home and Professional Edition, Windows ME, Windows 2000 Professional with latest service pack (not Server Edition), Windows 98 SE, Windows 98, Mac OS 10.2 to 10.5.

Configured the various software Internet services from Bell Sympatico such as Outlook Express, Internet Explorer, Netscape, Mac mail software, MSN premium

EDUCATION

SCRUM, project delivery methodology, Mississauga - completed in class Training-November-2016

Cisco CCENT/CCNA VOICE, Toronto, ON-completed Training course and Labs - October -2013

ITIL, Toronto, ON-Completed Training course- December 2010

IAD- Montreal, QC -Diploma in Computer Networking -December 2002.

Malamba College, Kinshasa, Republic Democratic of Congo- High School Diploma in Biochemistry -July 1996.

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