Becky Kantack Email & Phone Number

Littleton, CO, US

Englewood, CO

• Initiated effort towards process improvement and created a SharePoint-based database to centralize technical information for a team which increased team productivity. Recognized for effort and received Innovation and.
• Applied critical thinking to provide analytical, technical, and solution support to customers on Avaya IP telephony products.
• Proactively identified new software/firmware releases to customers and initiated analysis, scheduling, and implementation, including project management of scheduled upgrade/updates..
• Achieved 100% adherence to SLAs and provided world class customer service for customers. Recognized by peers and customers for excellence in customer support.
• Addressed customer concerns, scheduled maintenance, performed troubleshooting and followed through with problem resolution. Escalated issues in a timely fashion and maintained communication with customers and technical.
• Acted as a technical resource, mentor, and coach for coworkers giving them the benefit of my knowledge and skills. Reviewed documentation for technical managers for content, grammar, and spelling.

• Maintained and provided problem identification and resolution of complex communication systems utilizing telephone and remote diagnostic capabilities for Unix/Linux based phone and voicemail systems.
• Supported end-user installations, configurations, upgrades, and migrations of media servers and gateways through problem isolation, verification, resolution, and documentation.
• Coordinated with technicians, remote field engineers, and onsite personnel for the maintenance and/or repair of converged equipment including media servers, media gateways, and voicemail systems.
• Worked in tandem with Tier 4 on patches and/or troubles with media servers, media gateways, and voicemail systems.
• Implemented patches, PCNs, and upgrades to media servers, media gateways, and voicemail systems.

• Provided first-level technical support and administration of Unix-based voicemail systems.
• Proactively monitored domestic and international networked Unix-based voicemail systems and provided top level problem analysis and resolution.
• Coordinated technicians, field service engineers, and onsite personnel for the maintenance and/or repair of voicemail systems and interchanges.
• Escalated issues as needed to Tier 3 and Tier 4 and maintained communication with customer and technical teams.
• Coordinated and helped develop special projects for improving and streamlining processes used in daily workflow
• Trained associates on new applications and procedures as well as created new training and process documentation.

• Provided technical support to customers and field personnel in maintaining and troubleshooting complex communication systems utilizing telephone and remote diagnostic capabilities.
• Monitored, programmed, and engaged in problem resolution of domestic Legend phone systems, auto attendants, and other communication equipment.
• Assisted in training internal associates, developing process documentation, and served as a SME (Subject Matter Expert) to help support new employees.
• Maintained external customer records and database

• Provided first level support for phone and voicemail systems for internal and external customers.
• Diagnosed and resolved hardware/software issues for customers.

• Instrumental in development of insurance replacement sales department for sales of camera and video equipment.
• Managed projects for customer claims, inventory, and technical documentation.
• Provided critical analysis of products based on technical expertise.
• Supported external clients to procure proper inventory of camera and video equipment as well as maintaining positive customer relations.

Itil Certification, Itil Foundations V3

Bachelor'S, Computer Information Systems

Ccna, Cisco Certified Network Associate

Legal Secretary

Received certificate for one-year program in the Legal Secretarial program.

High School Diploma