Bill W. Email & Phone Number

Interacted with customers and internal team members on a daily basis to deliver solution based service, ensure issue resolution and proper follow-up, determine current and future service needs, and drive customer satisfaction through service excellence and effective administration of support commitments.• Monitored systems through daily health checks and ensured timely identification and resolution of issues. • Troubleshot and repaired system failures in all enterprise components. • Documented all repair and maintenance activity in maintenance tracking and knowledgebase systems. • Worked individually and as a member of repair and enhancement teams to provide efficient service delivery to all accounts within assigned areas.

I was one of the Global Technical Support engineer's that trouble shot Hardware and software issues.

Interacted with customers and internal team members on a daily basis to deliver solution based service, ensure issue resolution and proper follow-up, determine current and future service needs, and drive customer satisfaction through service excellence and effective administration of support commitments.• Installed, configured, tested, deployed, and maintained Unified Communications solutions, ACDs, Intelligent and Skills Based Routing systems, Reporting systems using Crystal Reports / Business Objects XI, and Oracle Database systems. • Monitored systems through daily health checks and ensured timely identification and resolution of issues. • Troubleshot and repaired system failures in all enterprise components. • Performed Help Desk support, remote-access support, and on-premise support of Microsoft and Sun Solaris operating systems application servers. • Configured and maintained interface between ACD and Call Recording systems. • Retrieved and reviewed call recordings to isolate and resolve recording quality issues. • Provisioned entities in system software. Coordinated T-1 and T-3 trunk cutover activity with telephone service providers. • Installed and maintained on-premise cabling from demarcation panel to workstation utilizing distribution frame infrastructure. • Documented all repair and maintenance activity in maintenance tracking and knowledgebase systems. • Worked individually and as a member of repair and enhancement teams to provide efficient service delivery to all accounts within assigned areas. • Worked on a team to evaluate and recommend a new Knowledgebase for the company.

Interacted with customers and internal team members on a daily basis to deliver solution based service, ensure issue resolution and proper follow-up, determine current and future service needs, and drive customer satisfaction through service excellence and effective administration of support commitments.