Christopher Layman Email & Phone Number

Vancouver, Washington

Comprehensive managed I.T. support for small and medium businesses.

• Performed primary troubleshooting of server hardware and software (first- and second-level phone support) in a virtual call-center environment (using Avaya IP Agent)• Troubleshot software and hardware issues by identifying the symptoms of a problem and targeting the most likely cause rather than following a script, what we called “sharpshooting”• Provided remote field support for headquarters-based engineers to maintain telephony equipment• Coordinated monthly software and OS patches• Labeled and documented company assets for accurate tracking• Maintained support group procedural documentation in preparation for internal compliance auditsACCOMPLISHMENTS • Cross-trained 4 team members on configuration and troubleshooting of Austin Logistics software• Programmed scripts to search logs automatically which reduced time to complete documentation tasks by 50%

• Analyzed dialer schedules and calling patterns • Served as subject matter expert for customers and peers on the Davox/Concerto Unison automated dialer and related applications• Monitored dialer performance and adjusted parameters to meet client goalsACCOMPLISHMENTS • Trained 6 team members on the setup and usage of Davox/Concerto Dialer software and Austin Logistics software• Created a dashboard spreadsheet using VBA scripts and macros to aggregate data from multiple sources, allowing one person to monitor the performance of four sites, freeing-up three staff members for other projects

• Purchased and credited 1,500 sales finance contracts per month• Created and compiled monthly Excel reports to track employee and Center productivity for use in performance appraisal reviews

It Professional

Activities and Societies: Participated in an internship opportunity with McCormick & Schmick's, assisting with an office.

Education record