Ashley Ochoa Email & Phone Number

Oceanside, CA, US

Encinitas

• Provide end user support and training for UC systems: premise and cloud-based PBX, contact center and other UC Systems and components from ShoreTel, Mitel, 8x8 and RingCentral.
• Provide support in a variety of carrier and line types including: Analog Loop, Ground Start, PRI, SIP and E&M.
• Direct customer troubleshooting support via telephone and e-mail, problem identification and resolution, and detailed documentation of the customer’s configuration as well as telephony system implementations.
• Troubleshoot with Microsoft Server OS (2016, 2012 R2, 2008) and Desktop Applications.
• Utilize ConnectWise for tickets, projects, and time tracking.
• Utilize and read packet capturing software for diagnosing network and provider-based SIP issues.

Greater San Diego Area

• Investigate, diagnose, and analyze technically difficult and/or highly critical problems, working with customers/resellers, support team members and QA to provide resolution to customer issues.
• Provide phone-based support for business telephony products and engage end users and answer questions via email, phone, website live chat and in forums.
• Provide support in on premise and cloud Contact Center technologies such as: IVRs, Agent Tools, Call Queues, MoH, reporting, API integration, and Call Distribution.
• Troubleshoot and configure Digium IP Phones, Polycom phones, Gateways, Digium PBX systems, PRI/Analog Telephony Cards, and other IP Phones.
• Design/create test environments to aide in failure analysis testing.
• Assess tiered personnel escalations and determine the proper course of action

Eugene, Oregon Area

• Provide customer support via email, phone, chat and drop-in visits.
• Support online web application for college instructors.
• Support classroom equipment & educational resources for students and faculty.
• Operate Windows 7 and Mac OSX operating systems.
• Regular use of problem solving skills and creative brainstorming.
• Extensive writing used in creation of web documentation and client support.

Eugene, Oregon Area

• Configure a help desk application and customize the settings to support the specific help desk site.
• Analyze site requirements for help desks; configuring site support, ticket, chat, knowledge-base, email, VoIP, and other site requirements.
• Plan, collaborate on, coordinate and document complex IT projects.
• Collaborate and coordinate with IT technicians to implement multiple images using virtual machine software in a classroom environment.
• Analyze and document help desk sites requirements, coordinate site configuration and document user procedures.
• Analyze and document requirements for MAC and Windows images for staff and student use.

Bachelor Of Science - Bs, Information Technology Management, 4.0

Computer Network Operations, Computer Network Operations