Aaron Riemer Email and Phone Number

Technical Operations Manager with a demonstrated history of working in the telecommunications and software customer support/call center industry. Strong communication skills in the technical operations field skilled in Technical Support, Session Initiation Protocol (SIP), Servers, Avaya Products, CRM, KM, and Contact Center functionality. Committed advocate for the business and in particular the end users supporting customers. Experienced in multiple integrations of acquired companies and third party support vendors to enable seamless transitions in order to support customers at industry elite levels. Liaison and partner with the business and corporate IT. Highly respected resource to both Avaya employees and Avaya IT resources for global application support. Proud advocate for user base. Received numerous commendations from various levels of organizations, associates and partners both within and outside the Services organization.Successfully partnered with the business and IT in the implementation of two new CRM/Ticketing platforms during time with the company. Tested, provided feedback, created job aids, provided employee training, as well as ongoing support and improvement of the CRM platforms.Primary contact and expert for custom ticket routing rules within the Siebel CRM system. Responsible for making sure any updates or changes to the 360+ active rules would accomplish what the business requirements requested. More than 3000 SRs and 36000 activities assigned per day. Also documented all rules in a spreadsheet for ease of evaluating interactions and trouble-shooting routing problems.Consistently sought out by teammates (and Avaya IT) as subject matter expert for numerous applications, system interactions, and processes. Always willing to engage other subject matter experts if firsthand knowledge is not available.Worked to ensure HIPAA, GDPR and PCI compliance for multiple applications and environments including testing and documentation.

Customer support for Avaya SMB phone (Legend, Magix) and voicemail systems. Customer First advocate for 1 year. This entailed being a single point of contact for important SMB customers and customers who had unique or excessive issues with their systems.

Responsible for evaluating and working with 30+ Subway locations in the Northern Colorado region.

Managed multiple locations for the owners of 10 franchise locations. I was often brought in to manage struggling locations during the last half of my time with this company.