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L3 Avaya Voip Support Engineer/major Iident Manager Resume

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NC

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SUMMARY:

  • Experienced Information Technology Analyst with troubleshooting and performance skills that balance work and team support responsibilities in a timely manner.

TECHNICAL SKILLS:

Microsoft OS s: - Windows XP, Windows 7, Windows 8, and Windows 10

Mac OS s: - Maverick, Yosemite, El Capitan, Sierra Imaging, Software Installation, Data Migration

Microsoft Applications: - Office 2003, 2007, 2010, 2016, Office 365

Windows & Mac Applications: - Time Machine, Safari, Siri, Crash Plan, Connected Backup CMD Prompt, Powershell, McAfee, Norton, Symantec, ESET, Internet Explorer, Firefox, Chrome Complete Backups & Restores of OS & Applications (Imaging & Restoring) Remedy 8, SRM, Oracle Click to Chat, eGain Click to Chat, Workday, EMAN, Iceburg, Smart Support, Cisco SPARK, Cisco Jabber, Webex, Active Directory, Avaya CMS Supervisor, Service Now Bitlocker, CTI, OrchIS UI, Azure, Cisco Prime Infrastructure, Cisco Director, and SCCM Web Console.

EXPERIENCE:

Confidential, NC

L3 Avaya VOIP Support Engineer/Major Incident Manager

Responsibilities:

  • Supports & Monitors Avaya Phone lines for the State of Texas
  • Works closely with AT&T, Frontier, and Century Link carriers to report, escalate, and close internet/phone outages
  • Avaya Site Administration, Web Help Desk, Solar Winds, Jump Server, and RSA Token

Confidential, NC

Shift Lead/Call Center Specialist

Responsibilities:

  • Supported The Standard Insurance Company’s clients via E-mail, Phone, and Chat with issues related to their accounts, machines, and peripherals.
  • Worked closely with our Escalation Team to route high priority tickets to resolution groups.
  • Active Directory, Avaya CMS Supervisor, Service Now, Bitlocker, CTI, OrchIS UI, Azure, Cisco Prime Infrastructure, Cisco Director, and SCCM Web Console

Confidential, NC

IT Analyst

Responsibilities:

  • Supported external SendHub VOIP Clients via E-mail, Phone, and Chat with issues related to: SendHub Mobile and Web application performance, billing inquires, cancelation, and service coverage.
  • Worked closely with our, Tier 3, Dev. Ops, and Sales Teams on handling, escalating, and providing critical customer feedback to our CEO.

Confidential, NC

Level 2 IT Analyst

Responsibilities:

  • Supported Internal Cisco employees via Phone, Chat, and E-mail with issues related to: Cisco Virtual Office devices, VPN to server connections, cisco mobile phone applications, laptop and desktop reimaging, browser add-in compatibility, cisco jabber and webex connectivity and functionality, new hire domain access enrollment, and VOIP connection and application maintenance.
  • Supported MAC users and assisted with data migration, OS Updates and Installation, Microsoft Office, Cisco Jabber, and Cisco Anyconnect performance troubleshooting
  • Worked closely with our, Tier 2 Desktop, Mobility, Cisco Virtual Office, Engineer, Escalation Desk, and Voice Support teams on handling and escalating support cases.
  • Assisted in the setup of Team SLA Performance Events via setup of foods, beverages, and eatery

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