Customer Service Technical Support

Location:

Riverside, CA, 92503

Posted:

July 27, 2023

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Resume:

JIMENEZ MADRIGAL, ROBERTO

***** ***** **. 714-***-****

Riverside, CA 92503 *****@***.***

IT PROFESSIONAL

Results oriented IT professional with over 40 years of experience in customer service A proven record of success in providing systems support for large corporate Call Centers & PBX’s. Ability to implement creative, cost effective and practical technical solutions to meet business unit needs. Key competencies include:

• Cisco Call Manager

• Cisco Unity Voice Mail

• ROLM 9005 PBX

• ROLM Phonemail

• Cabling Infrastructure

• Moves, Adds and Changes

• Voice Systems Training

• Manage Onsite Cabling Contractors

PROFESSIONAL EXPERIENCE

Spectrum Brands, Inc. – Lake Forest, CA June 16, 2014 – October 12, 2022. Primary Duties and Responsibilities

Collaboration Administration (50%) Office 365 Administration

• Manages licenses for all Office 365 products.

• Recommends, writes, publishes, maintains articles, procedures and policies.

• Assists in end user training on all Office 365 products.

• Assists with Global project support.

Mobility Administration

• Evaluates and introduces new mobile device technology to Spectrum Brands customers.

• Evaluates and determines wireless device corporate standards.

• Manages the relationship between Spectrum Brands and the wireless vendors.

• Management of the Webex audio services for Spectrum Brands.

• Recommends, writes, publishes, and maintains wireless device operating procedures. Auditing (25%)

• Audits invoices for accuracy and potential cost savings. Technical Support (20%)

• Office 365 Technical Support

• Tier 1 & 2 Technical incident and task support

Mobility Technical Support

• Provides technical consultation and support to customers in the use of standard wireless devices.

• Reviews and updates the mobile device request items in the Service Catalog.

• Provide backup support for the wireless administration team by procuring and provisioning wireless devices.

• Model the Spectrum Brands eight Core Capabilities to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility. Contract Negotiation (5%)

• Negotiates corporate wireless contracts with industry standard vendors. JIMENEZ MADRIGAL, ROBERTO – 714-***-****

Nichols & Associates – Long Beach, CA March 2010 – January 2014 Senior Telecom Analyst Consultant

Support and own Moves, Adds and Changes (MAC) work orders and assist in trouble shooting of issues for Professional Voice Production platforms to include:

• Complete MAC work orders within established SLAs

• Provides assistance troubleshoot Cisco CCM equipment at domestic sites.

• Perform administration, configuration, and monitoring of all Cisco CCM equipment.

• Maintain accurate documentation.

• Assist in the planning and implementation of the corporate network infrastructure.

• Participate in on-call support for Voice Network systems.

• Maintain Cisco voice solutions, including Call Manager, Unity Connection, and voice Gateways.

• Participate in Business Continuity and Disaster Recovery planning in Voice environment to minimize work disruption.

• Tracks performance against SLAs

• Identifies opportunities and drives service improvements.

• Ensures preventative maintenance is done as specified by voice engineering. Capital Group Companies Inc. - Irvine, CA August 1986 - July 2009 Senior Network Analyst

Provide first-level support for Cisco Call Manager, Cisco Unity Voicemail, ROLM PBX and Phonemail technologies at two sites (Irvine and Brea) supporting 2500 users. Provide 2 nd

level remote support for

Cisco Call Manager/Unity Voicemail and ROLM PBX/Phonemail technologies for three other sites.

• Maintained second-level remote support to remote sites by connecting over VPN to correct issues and/or work with vendors to seek resolution for Call Manager/Unity voicemail technologies.

• Troubleshot connectivity issues beginning at the equipment level and continuing to the building’s main point of entry for both the local and long-distance Telco carriers.

• Worked closely with business units and other technology support groups in the design and rollout of their unique utilization of the Call Manager/Unity voicemail technologies.

• Played a key role in the installation of a new Call Manager/Unity voicemail system in Irvine, CA.

• Managed upgrades with technology vendors for the ROLM PBX, ROLM Phonemail, Cisco Call Manager and Cisco Unity voice mail systems ranging through multiple stages of technological changes and enhancements for both hardware and software installations. ROLM Southern California - Torrance Office 1982-1986 Telecom Systems Engineer

GTE – Lakewood, California 1977-1982

PBX Installer and Repair

Puerto Rico Telephone Company – San Juan, Puerto Rico 1973-1977 Residential Installer and Repair

JIMENEZ MADRIGAL, ROBERTO – 714-***-****

EDUCATION

Miguel Cervantes Saavedra High School - San Juan, P.R. - Graduate 1971 University of Phoenix, Diamond Bar Campus – Business Administration TECHNOLOGIES

• MS-Word, MS-Excel, MS- Power Point,

• MS-Outlook, VISIO

• Aspect Automatic Call Distributor (ACD)

• Cisco Unified Contact Center Express

• Cisco Unified Call Manager

• Cisco Unity Voice Mail System

• Cisco Switches and Routers

• Cabling Systems Infrastructure

• AT&T Route It! Software

• MS O365 / Teams

REFERENCES:

Nathan Hunter