Objective
I am seeking a challenging position which allows continued professional growth, increased responsibility/accountability, and the opportunity to build, develop, and manage complex customer networks utilizing my extensive customer service experience and my passion and love for technology.
Skills
• Troubleshoot voice issues including faulty hardware, static during calls, one way audio, and no audio, and faxes not sending or receiving.
• Configuring new devices with in the Cisco Call Manager GUI.
• Experience in walking a customer through how to use their Cisco phones with models ranging from 79XX-99XX.
• Troubleshoot voicemail issues within the Cisco Unity.
• Use network monitoring tools to proactively address potential network problems that could lead to outages.
• Experience working in a NOC environment.
• Quick to learn, understand, and apply new technologies.
• Effectively deescalates customers during difficult situations through use of excellent customer service skills.
• Able to multitask and work efficiently to meet aggressive service level agreements.
• Top ticket closure recognition on team multiple times.
Experience
Insight Global @ Cisco | RTP, NC
Customer Support Engineer 9/13 – Present
Fidelity Investments | RTP, NC
Non-Qualified Services Lead 2/09 – 8/13
ACS...
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