Senior Technical Support Engineer

IT specialist managing over 400 users, in office and field, for all technology needs. Maintain equipment inventory and record with user andclient information using Vista Software. (Including laptops,desktops, phones, tablets, IT hardware, etc.)Support IT team with installing and configuring clientcomputer hardware and mobile devices.Maintain user client tickets, both onsite and throughremote access with level 1 troubleshooting, basic softwareinstalls, and hardware.Communicate system issues to the IT team and propose/execute solutions.Work with IT team to improve program usage and overallcommunication between the system programs and theusers.Organize and maintain IT resourcesSupport IT Team with any additional needs of thecompany.

Personalized technical support for enterprise size customers

Duties:  •Take inbound tech support calls. From troubleshooting a customers network  and ISP connections, ensuring their VOIP phones are up and running.  •Resolve technical issues associated with 8x8’s hosted communications  products via phone and e­mail  •Ensure customers iPBX is running normally, investigating and fixing errors  • Ensure customers inter office network is setup to work best with SIP and  VOIP protocols  •Support all 8x8 Products & Services, including Virtual Office, Virtual Office  Pro, Residential, Contactual Contact Center, Sales Force, Virtual & SIP  Trunking, and Central Hosting.  •Champions the implementation of workarounds and permanent fixes.  •Utilize knowledge of the customer environment delivering timely and high  quality incident resolution focusing on root cause analysis, prevention, and  knowledge transfer.  •Manage cases and sub­cases ensuring timely and high quality  communication with customers and resolution of all issues  •Follow through on customer commitments with courtesy and a sense of  ownership  •Proactively monitoring, diagnosing, and responding to critical iPBX/server  alarms  •Provide support to on­site installation technicians (Endeavour)  •Contacting customers and helping them install their hosted VOIP phone  systems including both the hardware and software aspects.  • Helping the customer design and implement a call flow that works for them.   • Using networking knowledge to help troubleshoot and resolve issues the  customers have integrating their system into their existing network.  • Designing and implementing beta testing procedures for new products,  including iPhone and Android applications. • Help customers configure telephone extensions, services, and activate  equipment  • Resolve immediate escalations to ensure customer satisfaction  • Part of Pre­TIL Pilot program

Setting up, troubleshooting and configuring VoIP equipment•Contacting customers and helping them install their hosted VOIP phone systems including both the hardware and software aspects.• Helping the customer design and implement a call flow that works for them. • Using networking knowledge to help troubleshoot and resolve issues the customers have integrating their system into their existing network.• Designing and implementing beta testing procedures for new products, including iPhone and Android applications.• Install VoiP equipment • Troubleshoot equipment • Use resources available and escalate issues as needed • Part for Pre-TIL Pilot program• Part of readiness support team

Racked and cabled routers, load balancers, servers and databases at a co-location data center for Visa-PlaySpan* Performed repairs on servers* Inventoried drives and replaced them when needed* Installed Linux/ Unix on new / re-imaged servers * Worked with IT asset management team to keep records of data center equipment* Attended IT training sessions

Setup new inventory system and tracked tens of thousands of dollars worth of company property.* Distributed supplies, furniture and equipment to new hires and company staff on a daily basis.* Moved office furniture and equipment within building to fit meeting needs.* Operated and maintained Audio-Visual (AV) and conference room equipment.* Kept up multiple conference rooms, in various configurations.* Performed minor repairs/replacements (i.e. replace water filters, florescent lamps, ceiling tiles).* Arranged for repairs for various items, from laptops to automatic doors* Performed administrative and office-related tasks

• Customer service/ cashiering• Sales specialist in clothing and action sports• Delegated tasks with management• Screened interview candidates• Trained over 20 employees• Ran 4 sales events• Troubleshooting, the all around “go-to” guy

Scanned files in a searchable data base; prepared documents for scanning (disassembled and reassembled files); paid close attention to the scanning process to ensure characters were recognized by the computer.

CashierAssisted in closing tasksTook phone ordersPrepared pizzas and doughCustodial cleaning

Administered hardware and software diagnostics; Assembled fiber optic transceivers; Worked in the lab taking apart transceivers and putting them back together, then tested them.