Customer Support Engineer

Codey Mortensen

Senior Customer Support Engineer

**************@*****.*** 603-***-**** www.linkedin.com/in/codey-mortensen

Summary

Experienced Customer Support Engineer with over 25 years of expertise in Cisco Voice CcaaS. Proven ability to troubleshoot and resolve complex technical issues, mentor teams, and deliver exceptional customer support. Adept at implementing upgrades, leading technical projects, and ensuring optimal system performance for global clients.

Skills

Advanced proficiency in Cisco UCCE, PCCE, CUIC, CVP, VVB, CUBE, CUCM, GW and UCCX systems. Verint (Work Force Management), Calabrio Call Recording and WFO (Work Force Optimization).

Strong expertise in Cisco VOS, Linux, Microsoft SQL, VoIP, EPIC, SpinSci, SPOK, MS Windows and network troubleshooting.

Configured Cisco Call Manager to support VoIP communications.

Exceptional communication, problem-solving, and interpersonal skills.

Proficient in time management, mentoring, and technical training.

Experienced in creating and implementing detailed customer service plans.

Worked directly with ServiceNow, Empirix, PumpCX and IVR Call Assurance providers

Work Experience

Sr. Managed Services Engineer L2

NTT DATA — Remote, NH

June 2004 – Present

Delivered 24x7 technical support, including monitoring, troubleshooting, and maintenance on multiple Cisco Contact Center systems.

Led major multi version upgrades of Cisco Contact Center systems, including Microsoft SQL transitions. Cisco VOS COP files, PUTTY, FTP, SFTP

Trained and mentored engineers, enhancing team knowledge and efficiency.

Developed detailed customer service plans, ensuring all client needs were met.

Cisco TAC Engineer

Cisco Systems — Boxboro, MA

December 2000 – June 2004

Provided support to thousands of customers using Cisco Contact Center systems.

Assisted in developing Cisco Support Tools for seamless system maintenance.

Deployed and maintained Cisco patching, documentation, and code updates.

Troubleshot Cisco networks to address performance and reliability issues.

ACD Administrator

JCPenney — Bountiful, UT

November 1998 – December 2000

Supported and maintained the Rockwell Spectrum Automatic Call Distributor (ACD).

Configured and updated Cisco ICM software in collaboration with Cisco TAC.

Conducted day-to-day technical operations, including wiring and hardware support.

Education

Associates of Applied Science in Electrical Engineering

ITT Technical Institute — Oct 1996 – Nov 1998

Certifications

Cisco Webex Contact Center Expert Fast Track Exam — Sunset Learning (Certified, Feb 2024)

NICE CXone ACD/IVR Implementation — NICE (Certified, June 2024)

References

Available upon request.

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