Call Center Technical Support
Resume:
David Fenwick
Brandywine, MD *****
*********************@***********.***
Professional Summary: Highly motivated IT professional with a 'can do' attitude and a track record of accomplishments. Over 15 years of experience as a Support Specialist, progressively increasing responsibilities. Skilled in providing technical support across diverse technologies, collaborating with IT staff, and delivering infrastructure development projects. Excel in supporting and customizing complex call center systems, such as Genesis CIC and I3, to meet business needs.
Work Experience
Senior Infrastructure Engineer
United States Medical Supply/ADS - Miami, Florida
August 2012 to June 2023
· Provided technical support for a broad range of technologies, building strong relationships with IT teams and third-party support providers.
· Successfully managed project deliveries for infrastructure development initiatives.
· Supported the Genesis CIC system, handling SIP, Call Center Support, Call recording, and Outbound Dialer tasks.
· Created automated call flows using CIC technology to enhance efficiency. Network Analyst/Voice Analyst
FIS - Raleigh, NC
July 2010 to November 2010
· Offered on-call support for various network issues, including monitoring, problem determination, and installation of Cisco network devices.
· I3 Certified Administrator, providing desktop and server support in a Windows environment.
· Assisted with server administration tasks and software/hardware-related issues. Network/Voice Analyst
Ceridian - Raleigh, NC
January 2002 to July 2010
· Provided I3 support for users in Payroll and HR call center environment, serving as the go-to person for technical support activities.
· I3 Certified Administrator responsible for server build and implementation, IVR setup, voice recordings, screen capture, soft fax setup, and call flow customization.
· Offered desktop and server support in a Windows environment, including major network enhancements and I3 equipment upgrades.
· Assisted in the setup and installation of the Raleigh call center, covering servers, workstations, phones, and networks.
Systems Administrator / Desktop Support Specialist / Lotus Notes Administrator
IBM - Raleigh, NC
November 1997 to January 2002
· Provided support for an upstart Call center, including server build and support in the Windows environment.
· Handled Lotus Notes Administration, setting up user accounts and access in the case management environment.
· Configured users in Siebel Administration.
· Offered desktop support for IBM thinkpads and desktops. Education
BS in Computer Information Systems
Shaw University - Raleigh, North Carolina, US
1993
Skills
• Siebel Administration
• Server Support and Administration
• Cisco Networking
• Network Administration
• Windows Environment
• Technical Support
• Call Center Systems (Genesis CIC, I3)
• IVR
• Active Directory
• Desktop Support
• Network Monitoring
• VoIP
• Help Desk
• System Administration
• DHCP
• Network Support
• Microsoft Windows Server
• LAN
• DNS
• Information Security
• Operating Systems
• SQL
• Microsoft Exchange
• Load Balancing
• TCP/IP
• Disaster Recovery
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