Amy Hatfield Email & Phone Number

Telecommute

Tier 4 systems support with implementation team, and responsible for upgrades and integration, testing and product release of the Windstream UcaaS products including, collaborating with partner companies to support solutions and features, executing test plans, working with internal teams to test facilities for product certifications, and manage the Windstream Product Development Mitel and TalkDesk Products sandbox environments. Provide technical support for new product releases and installations, and if necessary, execute product upgrades in the infrastructure with Product, and Sales Engineering Teams. Communicate with team in regards to technical discussions and systems maintenance and optimization. Resolving escalation from the Windstream Mitel and TalkDesk Presales, Day1, and 2 Support Teams. Coordinating partner and vendor logistics when necessary for Data Center Site support efforts. Assist with the Monitoring the health of the System Environment. Assist with the Managing the Server product configurations and releases. Support Project onboarding from the Implementation to Day 2 support Operations. Development of internal processes to be conformant with corporate best practices

Telecommute

Manages a team of Engineers and Analysts who support Windstream's cloud-based UCaaS environment and customer premise equipment. Responsibilities include, but are not limited to:• Working with the Executive Team to refine service delivery framework• Determine staffing obligations based on historical data, trends, and SLA objectives• Provide work force analysis through review of production, call volume, and forecasts• Interaction with customers, Engineers, Project Managers, Account Executives & Managers, Sales Design & Solutions Architects, Product Marketing, Consultants, and Executives• Adherence to budget requirements for multiple business units• Provide career development planning for Architects, Engineers, Specialists, Technicians, & Analysts• Ensure proper prioritization of projects, implementations, and service requests• Appropriately schedule resources for daily support, on-call, projects, and implementations• Supervision of customer on-boarding and refinement of processes to achieve maximum transition efficiency

Telecommute

Assigning, directing and evaluating work activities for the team. Serve as a resource for complicated and difficult work assignments. Support Mitel UCaaS cloud solution and work with the implementation teams to support, test, verify and release new feature changes to the Mitel Infrastructure. Interface with customers, partners, and internal support teams.

Telecommute

Support Mitel UCaaS cloud solution and work with the implementation teams to support, test, verify and release new feature changes to the Mitel Infrastructure. Interface with customers, partners, and internal support teams.

Greater Pittsburgh Area

Plan, develop, and implement the telecommunications infrastructure. This includes installing, configuring, maintaining, supporting, and optimizing all Mitel telephone systems and services, AVST voice mail and PBX communication systems, and Sonexis audio conferencing environments. This also includes analyzing and resolving telecommunication circuit issues in a timely and accurate fashion, and support user needs where required. In 2013, revamped all internal and external documentation to standardize the format and flow to be the same, also created numerous runbook and external documentation to assist in troubleshooting issue. In 2014, facilitated PBX upgrade to Mitel version MCD 6.0 on 15 PBX systems and relocated and upgraded 4 Sonexis Conferencing servers in our DataCenter promoting me to lead technical resource for the in-house conferencing bridge system. In 2015, completed install of 2 new Mitel PBX system in India for 100+ users, decommission 4 PBX’s in 2 offices and convert users to a teleworker solution, Initiated auditing on toll free and voice services to save money on unused services, In 2016, converted users with multiple VOIP phones to HotDesk saving resources and money on licenses, enabled SSL enhancements on our public facing websites to increase security, completed Call Center redesign project to decrease the number of call processors and call paths to streamline calls, Upgraded 14 PBX systems and Voicemail system to SIP integration for future enhancements..

Greater Pittsburgh Area

Install, configure, maintain andtroubleshoot Windows XP, and Windows 7 desktops and laptops, both physical hardware or in a virtualized environment, printers,telephones, projectors and network equipment. Responsible for installing and configuring client applications, including Microsoft Visual Studio, Microsoft Office applications, including Office, Visio, Project, etc, Symantec Backup Exec Desktop andLaptop Option, Symantec Endpoint Protection Manager, Encrypted Laptop Hard Drive, etc. Installation, configuration, documentation and maintenance of windows servers and server applications, including Exchange server, SQL server, etc. Responsible for other server operations, including backups and tape rotation, etc. Maintain records of network port location, IP address allocation, software licenses, etc..

Responsible for the installation, configuration, maintenance, and administration of Microsoft Windows based servers, including; OS patching, 3rd party software loads, off-hours maintenance tasks, and performance testing. Responsible for all computer, network & voice related support issues within the Pittsburgh office and for regional remote employees, including Windows desktop and laptop systems. Administration of services on a Microsoft network such as printing, file sharing, anti-virus software, login scripts, creation and maintenance of user accounts, repairing damaged equipment, purchasing, installation, configuration of computer equipment. Administration of software packages utilized to run key internal functions including; Microsoft Office Suite and Agency Management Software for internal business applications. Administration of backups and restore processes and procedures. Perform voice and data systems maintenance, installations, upgrades and other technical duties related to the operation of the Pittsburgh office network. Maintain security policies and SOX compliance practices. Evaluate new technology through innovative thinking to meet or enhance user requirements. In May 2009, completed a 150 person office move involving, desktops, laptops, servers, switches and phone system.

Responsible for the installation, configuration, maintenance, and administration of Microsoft Windows based servers, including; OS patching, 3rd party software loads, off-hours maintenance tasks, and performance testing. Responsible for all computer, network & voice related support issues within the Pittsburgh office and for regional remote employees, including Windows desktop and laptop systems. Administration of services on a Microsoft network such as printing, file sharing, anti-virus software, login scripts, creation and maintenance of user accounts, repairing damaged equipment, purchasing, installation, configuration of computer equipment. Administration of software packages utilized to run key internal functions including; Microsoft Office Suite and Agency Management Software for internal business applications. Administration of backups and restore processes and procedures. Perform voice and data systems maintenance, installations, upgrades and other technical duties related to the operation of the Pittsburgh office network. Maintain security policies and SOX compliance practices. Evaluate new technology through innovative thinking to meet or enhance user requirements. In May 2009, completed a 150 person office move involving, desktops, laptops, servers, switches and phone system.

Responsible for providing technical support to attorneys, paralegals, secretaries and staff via phone, email or onsite support. Ability to handle multiple issues at a time and maintain highest level of support to the organization. Also responsible for training junior team members and assist with escalated issues. Provide input to the management team to determine software upgrades and requirements for additional software at the firm. Perform advanced level troubleshooting with numerous vendors.

TECHNICAL SUPPORT SPECIALIST. Responsible for providing prompt and courteous technical support for customers including answering complex questions on function and product usage and recreating customer problems. Also responsible for mentoring and training less-experienced technical support personnel and taking customer problems to the point of identifying the problem or recommending a fix/solution. Provide input to Development organization or Software Engineers on possible updates that are needed to ensure product or solution quality. Perform problem recreations and bug verifications. Perform QA testing on upcoming releases to learn new features and functions. Perform beta support for assigned products. Coach/Mentor less-experienced technical support personnel. Identify training needs within support organization and proactively create and deliver training sessions to address these requirements. Identify and promote cross-training initiatives within department as needed. Provide higher-level web content via eNews, Technical Documents, and Informational Solutions.NETWORK ADMINISTRATOR. Responsible for maintaining and upgrading internal testing lab environment. Provide back up and support of the 25+ Lab machine environment, including, but not limited to: hardware and software maintenance, and assurance of infrastructure integrity via patches, upgrades, fixes, configuration settings, etc. Remotely push software upgrades and patches to machines on an as needed basis. Verify all machines are currently up to date on software versions and releases. Optimize system operation and resource utilization. Provide system management, backup, and recovery.

Associate, Electronic Engineering Technology

Education record

Education record