Reed Burton Email & Phone Number

Dallas, Tx, Us

Plano, Tx, Us

• Supported over 2,000 Cloud Telephone customers• A leader in providing excellent customer service to every customer with many positive reviews received• Customer Account Management and Retention • Supplied support to SIP Trunk Field Technicians by analyzing problems and supplying resolutions• Escalated tickets when required for Level III Engineering Support• Troubleshot SIP Trunk traces to advise field techs on Firewall and PBX issues causing failures• Supplied Moves/Adds/Changes for Cloud customers as well as troubleshot connectivity issues• Improved relationships with existing vendors and Built new relationships with prospective Resellers• Improved technical knowledge in both SIP Trunks and Cloud PBX technologies• Supplied Training to new Cloud Team technicians

Plano, Tx, Us

Redmond, Washington, Us

• Authored articles for Support Team on various procedures used in technical product support• Supplied technical support for customers involved in Beta product trials of Skype for Business• Supplied technical support for customers in an intuitive user-friendly manner• Improved customer relationships and communications with support engineers• Maintained strong working knowledge of Skype for Business Beta products• Maintained strong working knowledge of Microsoft TEAMS Beta application• Troubleshot technically complex problems using log files produced by SFB Beta• Located, troubleshot and where required, escalated bugs to the proper engineering team• Created technical documentation to aid both customers and team members in product use• Improved my skillset to support Microsoft Beta customers with greater accuracy and efficiency via continued online courses

Centennial, Colorado, Us

• Supplied Support to Field Technicians for Samsung VoIP PBX Systems• A leader in improving existing relationships with vendors, dealers, customers and field technicians• Team leader in Customer Service and technical support • Functioned as the point of Escalation for Customer Service and technical challenge issues for my team members.• Supplied Departmental Status Reports to the department manager on the total ticket count for the team and what issues required the most man-hours for resolution.• Troubleshot network connectivity issues with the PBX systems and Firewalls• WAP (Wireless Access Point) installation, troubleshooting, and configuration• Wireless Device support for customers and end-users includes tablets, cell phones & laptops• Authored as well as supplied the required research for daily and weekly reports to upper management for the ticketing system metrics.• Authored user-friendly documentation on Samsung technical support • Supplied technical support to field technicians requesting assistance for SIP Trunk issues• Managed 2 Major PBX Part Recalls by determining what serial numbers had been sold to Samsung Dealers & Distributors. • Arranged replacement of recalled units for each dealer and distributor while considering their needs to keep customer downtime to a bare minimum. Also supplied an organized means for the return of the defective units to our warehouse to be analyzed.

• Ethernet cable installation including Categories 3, 5, 5e, 6 and 6e• Ethernet cable termination to RJ-45, T568-A & B, 110 and 66 block panels• Ethernet cable termination to MDF & IDF panels when required• Ethernet cable testing and certification• Experienced with Fluke Micro-Mapper cable certifier• Experienced with Fluke continuity testers

Irving, Tx, Us

o Authored “Quality Control” checklists to be used by Telecom staff when providing new installations as well as MAC’s (Moves, Additions, and Changes).o Authored Video Conference system start-up and conferencing instructions for the executive / managerial user communityo Authored quick reference guides for cell phone users on to use the Unified Messaging portion of the service packageo Authored and designed the Corporate Telecom and Network maps using Visio 2000/2003.o Authored, designed and deployed the Telecommunications Departmental Intranet Wikipedia site providing end user self -help tips and basic technical information for the user community.o Authored training manuals for in house Telecom staff on how to use and support the following; “Telemate Call Accounting System”, basic administration of the “Rolm PBX/Voice Mail”, as well as the “Voice Request IVR System”.o Authored and designed the technical manual for in-house support staff for the conversion of the legacy serial based PBX to IP allowing remote control of PBX/Voice o Provided telecommunications support for over 1,200 local users on the Irving Campus as well as for 30+ remote locations throughout the United States.0 WAP (Wireless Access Point) installation, troubleshooting and configurationo Wireless Device support for customers and end-users includes tablets, cell phones & laptops o Wired and Terminated Voice and Data jacks for 68 cubicles and 14 offices as part of an overall remodeling project of 1 of the floors in the main building. Also terminated all Voice and Data cables to the data patch panels as well as 110 / 66 blocks for voice connections.o Very experienced in most major aspects of wiring and cabling as it applies to Telecommunications and Data networks. (CAT.3, 5, 6, 6e, etc.)o Established and maintained excellent vendor relationships with our supply, service and Telco carrier vendors. Vendor references available on request.

Seattle, Wa, Us

o Authored “Emergency Business Resumption Plan” for the IT Help Desk and Telecommunication systems for emergency preparedness and business resumption during as well as post-disaster.o Authored and administered mini-training sessions for Help Desk staff on; Customer Service techniques, basic troubleshooting, first level Telco support and proprietary bank software.o Authored and Initiated Quality Control procedures for all new computer and telephone installations.o Authored and published formal Work Instructions for many aspects of the IT Help Desk and Telecommunications support on the company Intranet.o Authored, managed and implemented the Inventory Database for all I/S related equipment.o Managed staff of 4 full time and 1part time technicians that provided telephone and computer support to over 800 internal customers, both local and remote.o Managed conversion project to the company’s new long distance and local dial tone providers.o Managed and maintained telephone and voice mail systems for 30 remote branch locations and the Corporate Home Office..o Authored “Emergency Business Resumption Plan” for the IT Help Desk and Telephone systems for emergency preparedness and business resumption.o Managed Service Request/Call Tracking system by monitoring and assigning requests to appropriate technicians based on skill set and load balancing.o Authored and administered mini-training sessions for Help Desk staff on Customer Service techniques, troubleshooting, first level Telco support and support of bank software/hardware.o Initiated Quality Control procedures for all new computer and telephone installations.o Authored formal Work Instructions for many aspects of Help Desk and Telecommunications support.o Interfaced with the Senior Vice-President of the Facilities department to manage and coordinate major cubicle, branch office, and employee relocation plans.

o Designed, authored, and maintained departmental procedures and guidelines.o Authored the IT Departments Service Level Agreement documentation (SLA's) for the company Intranet.o Authored the IT Help Desk's web site using Publisher that was utilized by the end user community for technical assistance and answers to general technical questions. o Maintained the IT equipment inventory database, as well as our software license database.o Authored Quality Assurance guidelines and Checklists to be used by IT Help Desk staff to ensure appropriate standards for desktop and laptop images were maintained.o Supervision and resolution of Help Desk and Telco related tasks.o Assisted Operations Manager with cubicle design and acquisition, interoffice telephone system acquisition, and RIM solution for executive team members.o Reduced spending by appropriate vendor selection and utilization of available equipment.o Managed equipment acquisitions and appropriate vendor selection.o Reduced costs for telephone system maintenance by providing “in-house” support.o Managed and maintained company telephone system, including installations, troubleshooting and expansion.o Designed, authored, and maintained departmental procedure documentation.o Maintained the IT equipment inventory database, as well as our software license database.o Supervised Help Desk technical staff, as well as provided on site and telephone technical support to the user community.o Worked with Operations Manager to establish policies and procedures for the small 4 person Information Technology department.

Kent, Wa, Us

o Authored the training manual for the end user community on how to use Windows 95.o Authored and maintained the Asset Inventory Database using Accesso Authored Service Level Agreement documentation that was distributed to the various department heads. –Major achievements while at Oberto include; promotion from Help Desk technician to Help Desk management in under 2 years, as well as the overall reduction in department spending by as much as 35%. Reduction in spending was achieved in part by training of staff to handle most PC and telephone repairs in house.Further details will be provided upon request.

Skype For Business (Beta) Software Support

Education record

Education record

Education record