Lead Technician
Assist and coach commercial voice and data technicians with problem resolution, technical questions; enforce quality control measures, manage and prioritize workload. Responsible for maintaining and servicing large accounts including Maine Medical Centerand affiliates, Time Warner Cable, City of Westbrook; Teleservices, Napa Auto Parts, Town of Scarborough, Scarborough School Dept, and Town ofWindham.Install, troubleshoot and repair VOIP services, switches, Cisco IP phones, T-1's, DSL circuits, POTS circuits, ATA's and SIP devices.Train customers on use of phones, voicemail and web portal, simple troubleshooting, and reporting service issues. Ensure new circuit turn-ups are processed in a timely manner and keep all databases updated.Central Office wiring, testing, and maintenance of service and transport equipment. Coordinate activity between switch and transport to identify and resolve service affecting issues and network outages.Partner with sales force and vendors to design and implement customized service packages for new customers.Available on a 24/7/365 on call basis. Project work included: Supervising team of technicians to successfully replace the Jetstream ATM gateway, which entailed scheduling and conducting site visits to over 400 customers. Worked to streamline internal Service Order Procedures and Processes, reworked field documents to reflect added clarity and new technologies. Worked the repair desk, taking customer calls to improve customer service and trouble shooting processes for the repair dept.