Ashley Ochoa Email & Phone Number

Oceanside, Ca, Us

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.• Work with Mitel escalations engineers to troubleshoot and resolve end user problems.• Assist in configuration of PBX, switches, mobility routers, SBCs and contact center software.

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• Explain technical information in clear terms to non-technical individuals.• Document all transactions and support interactions in system for future reference and addition to knowledge base.• Create support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.IT Support

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.•Extensive oral skills used in 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. •Install VM application and build required images.

Bachelor Of Science - Bs, Information Technology Management, 4.0

Computer Network Operations, Computer Network Operations