AWS Admin Associate with Customer-Obsessed Support

MCKINNEY, US, ***** • *****@*****.*** • 972-***-****

FREDERICK FIELDS (DALE)”

AWS Administration and VOIP Support Engineer

PROFESSIONAL SUMMARY

AWS Administration and Technical Support Engineer with extensive expertise in cloud-based, VOIP systems. including contact center technologies, spanning over 27 years. Proficient in designing Amazon Connect environments and optimizing VoIP infrastructure, leveraging skills in AWS CloudWatch and WebRTC to enhance customer experiences and streamline operations. Passionate about fostering team growth and implementing innovative solutions to drive continuous improvement in system performance in addition to strong analytical debugging skills and a fast learner.

EMPLOYMENT HISTORY

TELECOM ANALYST MARCH -2025

NCR ATLEOS FRISCO TEXAS

Provided extensive high-level troubleshooting of NCR postillion processing platform in order to support the millions of atm transactions and accurately assesses the customers technical and connectivity issues for NCR, Diebold, Hyosung, Triton, and Genmega ATM offline network problems.

Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.

Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.

Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.

Participates in training programs to continuously improve product knowledge and service skills

AWS ADMINISTRATION SUPPORT ENGINEERJan 2019– Dec 2024

Kemper InsuranceDallas, TX

• Provided extensive Ops Support for over 4,000+ Amazon Connect users, ensuring rapid resolution minimal downtime and smooth user interactions

• Designed and deployed complex Amazon Connect Contact Flows, improving customer service efficiency and agents experience.

• Provided extensive technical leadership and training for a team Amazon Ops team, enhancing their expertise in Amazon Connect, Dev opts tools and network troubleshooting.

• Conducted comprehensive VoIP and Cloud-based telephony systems troubleshooting using tools such as AWS CloudWatch, Splunk and Zscaler ensuring rapid issue resolution.

• Collaborated with cross-functional teams, including DevOps and Network teams to optimize cloud telephony infrastructure and minimize system outages.

• Analyzed and debugging complex database issue related to Amazon Connect and Network issues via CloudWatch and Splunk.

• Initialed and drove customer escalation from start to finish to ensure a quick resolution and detailed Root Cause Analysis (RCA) report.

TELECOM SUPPORT / PRODUCT VERIFICATION ENGINEER Mar 2013 – Jan 2019

Kemper InsuranceDallas, TX

• Provided critical and complex support for the Call Center and Stakeholders.

• Maintained and supported Nortel, Avaya, and NICE platforms, as well as documentation and user training.

• Analyzed and optimized complex call routing and voice/data application configurations.

• Provided training on Avaya Softphone and IP phone technology to boost organizational communication proficiency.

• Led the Product Verification and Testing of complex hardware and software.

TELECOMMUNICATIONS SUPPORT/SOLUTION ENGINEERMay 1998 - Mar 2013

Nortel NetworksRichardson, TX

• Delivered technical support for large-scale VoIP and telecommunications systems network switching and routers, resolving complex client issues.

• Led hardware and software upgrades and conversions improving system performance and reliability.

• Developed technical solutions and product demonstrations that improved customer satisfaction and increased product adoption rates.

• Tier 3 Support Engineer for SIP, H.323, Pri and VOIP.

EDUCATION

BUSINESS ADMINISTRATION (NO DEGREE)Jun 1984

East Texas State UniversityCommerce, TX

SKILLS

Amazon Connect, AWS CloudWatch, Splunk, CCaaS, JIRA, Calbrio, Verint, Confluence, NICE, WebRTC, SIP, H.323, MGCP, PRI Amazon Console, Lambda, S3 bucket, EC2, Event Bridge, VoIP, TCP/IP, VLAN, IP routing, ServiceNow, RingCentral, Avaya, Nortel and VMware, LAN/WAN, Traceroute, Excel, Power Point

ENTRY LEVEL SKILLS

Python, JavaScripting and Linux

ADDITIONAL INFORMATION

CERTIFICATIONS

•AWS Cloud Practitioner – Ongoing

•VOIP Engineer

•Python -- Ongoing

•Sip

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