Supported VoIP Business Phone Systems by phone as a Tier 2 Technical Support Representative to Jive Communications customers. Did troubleshooting of the VoIP phones Polycom, Yealink, Cisco, and others. Worked on the troubleshooting of the networking components of the VoIP service by working with many types of modems, routers, and switches. Configured Dial Plans, Call Routes, Auto Attendant Systems, and Voice Mail Systems. Proficient in the configuration and setup of AdTran and ReadyNet routers.Key Accomplishments:• Achieved perfect attendance for my entire tenure in this position.• Finished with a 100% NPS score from customer surveys• Received acclaim from co-workers for team work and overall work ethic.

Contributed to the success of the Client Success department by immediately responding to customer’s concerns by remoting into Office Network Servers to troubleshoot potential problems. Rectified existing problems while utilizing excellent, in-depth knowledge of company products. Proactively contacted Dental and Medical Office professionals whose synchronization software was not functioning, and repaired other technical problems with the Solutionreach product platform. Worked with ODBC Connections, MS SQL Database connections, and MS Excel XLS_CSV Exports. Escalated problems to Tier 3 Technical Representatives to ensure new functionality or to correct software bugs. Cross-trained to assist a larger team with all customer-facing service needs.Key Accomplishments:• Demonstrated work place integrity by performing all duties necessary for client retention.• Showed desire to contribute to an open and collaborative work environment.• Continuously learned about Solutionreach products through the SR Academy training program. • Strive for excellence in all aspects of your career.

Received Salesforce Cases from Network Administrators supporting Centrify Agent software for Macintosh OS X 10.8, 10.9, 10.10.x. Worked with organizations to help deploy Mac OS X Centrify Agent, Centrify DirectControl Windows Server, and Group Policy. Worked with Centrify Cloud Manager, SaaS, and Office 365. Analyzed and troubleshooted IP and DNS connectivity in order to be able to join Mac Workstations to Active Directory. Assisted in writing Knowledge Base articles and training of teammates.Key Accomplishments:• Regarded highly by fellow co-workers as a team player and dependable employee• Received commendation from manager for Case Management and Customer Service• Assisted with Escalations to follow required SLAs and strict deadlines

Worked on the implementation of a proprietary application upgrade of the JDE Application system. Gave full Spanish language support by phone for Graveyard and Swing Shifts when needed by department. Managed Active Directory and LAN Desk Network changes for internal employees through Global Help Desk.

Hired for a Temporary 2-Week Project Contract to Upgrade E-mail Exchange Server from 2007 to 2010 throughout the company network. Helped Lead Technician with any extra projects to facilitate completion of work responsibilities.Key Accomplishments:Successfully prepared/configured 250 End-User Workstations with Microsoft Outlook 2003/2007/2010 to be compatible with the new Microsoft Exchange Server 2010 migration in less than 10 working days.Completed Server Migration of 250 Microsoft Exchange Mailboxes to Exchange Server 2010Received Outstanding Merit Commendations and Endorsements from the Lead Technician and IT CIO

Experience in coordinating project sales orders for the AT&T Worldwide eVPN service. Ability to manage several client orders, oversee project delegation, strive to meet project deadlines, and exercise leadership skills to help facilitate timely completion in a team environment.Key Accomplishments: Completed upwards of 50+ eVPN sales orders during a monthly period Received Power of One Certificates as a Quality Key Contributor for work efforts during the years of 2008 & 2009

Received incoming technical support cases by phone from the Nortel Client base in the United States, Canada, Caribbean, Latin America, and South America. Supported Nortel BCM, Norstar Meridian, and CallPilot equipment through troubleshooting issues by phone, e-mail, and through laboratory research.Key Accomplishments: Played key role in supporting Nortel Customers with million dollar accounts to provide emergency technical supportAssisted in implementing an Internal Web Technical Support to support team efficiency

Supported Utah County employees' computer help desk needs by phone and one-on-one support. Entered county work order requests into Track-It database and monitored work order completion. Initiated back-ups on county Sun Microsystems' UNIX server. Built, installed, and configured necessary computer hardware and software applications to complete work orders in a timely manner.Key Accomplishments: Main help desk technician for all divisions of the Utah County Health Department.Commended by supervisor and co-workers for dependability, honesty, and integrity through job evaluations over a six year period.Oversaw roll-out of over 100 new PC workstations/laptops at the Utah County Health Department & the Utah County Sheriff's OfficeHea. Built and configured PC workstations with OS (Windows Vista/XP/2000/NT/98) and proprietary Utah County Government software. Configured proprietary software to various county department specifications and performed on-site consultation, training and installation services. Remotely managed Windows PC workstations at county department locations. Increased customer satisfaction and customer care team efficiency by implementing new processes, procedures and the trouble ticket database.

Supported employees' computer needs through troubleshooting network systems and applications. Responded to questions from end-users by phone and through one-on-one training. Configured network hardware and software applications to meet company goals.Key Accomplishments: Contacted over 75% of end-user calls in personal area within 15 minutes.Commended by supervisor for dependability, honesty, and integrity.Maintained lab of complex client/server systems to validate/test software.

Provided assistance by installing PC Workstations, LAN servers and Telephone Cable. Helped the MIS IT department technicians troubleshoot and administrate network systems. Spliced and terminated CAT 5 cable at various telephone rooms in city buildings.Key Accomplishments: Spent over 100 hours reorganizing and cleaning up a telecommunications closet. Commended for exceptional IT Help Desk Support, Knowledge and Customer Service.Helped MIS IT department technicians install network and telephone cable in the fire, police, water, and recreations' department buildings.

Responded to customer's questions by telephone. Supported online software, modems, and Internet applications. Contributed to the troubleshooting knowledge base through internal suggestions. Listened to customer's complaints. Helped calm frustrated and irate customers. Worked to retain member accounts by incorporating sales techniques.

Crew Lead Ride Operator responsible for operating the larger roller coasters, engineer on the Wild Kingdom steam train, certified to operate almost every ride in the park. Excelled at giving stellar customer service to all of the parks guests and visitors.

Operated Lagoon Rides in Kiddieland as well as larger rides on the park like the Roller coasters, Wild Kingdom steam train engineer, and many more rides. Known for providing excellent customer service to all of the park guests.