Brian Hellinger Email & Phone Number

Kanata, Ontario, Ca

Responsibilities:•Manage UC, Contact Center, and Mobility Cloud based ShoreTel implementation projects and function as lead for all activities in design, deployment, and project closure phases of implementation methodology•Ability to provide accurate telephony design for Cloud based solutions to ShoreTel Network Systems team•Manage onsite engineering resources during deployment phase of project•Function as senior technical resource to onsite engineering resources both from a telephony and networking perspective•Work with Service Design to agree the right telephony solutions based upon discovery data gathered during the in-discovery phase of project•Foster collaborative environment across functional teams•Effective meeting management and on-time publishing of meeting minutes•Keep management aware of project status, critical paths, and associate risk•Project Manager (PM) creates a project schedule and plan with financial, resource and material requirements. The PM also manages large/complex customer facing projects or multiple smaller projects

Phelps, New York, Us

Provided customer support from premise equipment to core network.Liaison between network operations and Engineering for ticket work and outages.Metaswitch proficient to provision and build out accounts.Met or exceeded monthly and quarterly stats.Managed a queue of tickets while taking inbound calls.Cisco, Adtran, Calix, Tellabs, and Metaswitch equipment were utilized regularly.

Rochester, Ny, Us

Started off as a technician responsible for troubleshooting T1, routing, and VOIP based trouble tickets. Currently oversee day to day operations of a 9 person group of techs responsible for anything from turning up services to working trouble tickets. Responsibilities include new hire training, quality assurance to meet SLA, trouble escalations, adequate staffing levels, and provided tech support 24/7

Little Rock, Ar, Us

Team lead of the Tier 2&3 service technicians. Responsible for training all levels of technicians. Developed and improved training processes/program. Relay changes or new products/processes to the team. Assessment of the teams knowledge and how to improve on that. Troubleshoot the more complex and critical customers issues.

Responsible for rapid and throrough troubleshooting of more complex voice and internet service. As a Lead i was responsible for day to day functioning of the job which included hitting and exceeding quality standards, mean time to repair, and increasing the teams knowledge. Also responsible for scheduling and other dailey operations

troubleshoot and resolve customers phone & internet issues on a basic level.

interface with customers in an inbound call center. Meet and exceed certain levels of service, quality, and other objectives.

Hanover, Maryland, Us

i turned an internship from a summer job into a Full/Part job will finishing out my senior year of college. The job included datebase upkeep, constant contact with potiential candidates, maintained relationships with customers & hiring managers.