Isaac V. Email & Phone Number

Sunnyvale, California, United States

San Francisco Bay Area

Louisville, Kentucky Area

 Provide Tier I support to clients related to issues with assigned business unit products and services. Responsible for creating and modifying new and existing new users. Responsible for creating and maintaining customer’s call flow IVR. Design and implement call routing plans based on customer’s needs. Provide first level support for managed telephony managed services. Provide constant communication to clients on any/all outstanding issues. Continuously evaluate the status of all work… Show more  Provide Tier I support to clients related to issues with assigned business unit products and services. Responsible for creating and modifying new and existing new users. Responsible for creating and maintaining customer’s call flow IVR. Design and implement call routing plans based on customer’s needs. Provide first level support for managed telephony managed services. Provide constant communication to clients on any/all outstanding issues. Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services. Provide quality customer service that exceeds customer expectations and improves level of service being provided. Show less

Louisville, Kentucky Area

Responsible for the successful migration of Insight Communications Telephony network to Time Warner Cable. Responsible for managing the decommisioning and removal of unused telephony equipment from multiple sites. Worked with various departments to ensure all office leases and vendor contracts were terminated. Disconnected l T1 and Trunk facilities with Insight Communications were disconnected. Responsible for provisioning of PRIs on Adtran 908e devices. Responsible for creating dial plans… Show more Responsible for the successful migration of Insight Communications Telephony network to Time Warner Cable. Responsible for managing the decommisioning and removal of unused telephony equipment from multiple sites. Worked with various departments to ensure all office leases and vendor contracts were terminated. Disconnected l T1 and Trunk facilities with Insight Communications were disconnected. Responsible for provisioning of PRIs on Adtran 908e devices. Responsible for creating dial plans for business customers. Show less

Louisville, Kentucky Area

Responsible for operation of Insight’s IP/TDM Telephony network. Responsible for vendor relationships. Negotiated maintenance contract terms with vendors. Trained NOC technicians on HFC and basic telephony concepts. Maintained network capacity and made recommendations to augment the network. Responsible for all maintenance and operations of Cedarpoint Safari, Nortel DMS and Lucent 5ESS switches. Performed Code Administration duties. Interfaced with Neustar pooling (PAS) and NANPA to… Show more Responsible for operation of Insight’s IP/TDM Telephony network. Responsible for vendor relationships. Negotiated maintenance contract terms with vendors. Trained NOC technicians on HFC and basic telephony concepts. Maintained network capacity and made recommendations to augment the network. Responsible for all maintenance and operations of Cedarpoint Safari, Nortel DMS and Lucent 5ESS switches. Performed Code Administration duties. Interfaced with Neustar pooling (PAS) and NANPA to order and return codes. Maintained TN inventory for 60 plus rate centers. Ordered TNs from NANPA/POOLING. Managed 5 Central Office technicians. Performed daily and weekly ticket analysis to identify trends. Created a preventive maintenance schedule to identify problems before they occur. Show less

Greenwood Village, Co

Performed quality compliance of trouble tickets. Performed daily trouble ticket escalations to appropriate parties to provide timely resolution to customers. Actively communicated process improvements and necessary changes of day-to-day business operations to management. Provided coaching/guidance to technicians. Assisted in finding appropriate resolution of difficult troubles, and/or questions. Responsible for the continued training of systems and processes for switch and network… Show more Performed quality compliance of trouble tickets. Performed daily trouble ticket escalations to appropriate parties to provide timely resolution to customers. Actively communicated process improvements and necessary changes of day-to-day business operations to management. Provided coaching/guidance to technicians. Assisted in finding appropriate resolution of difficult troubles, and/or questions. Responsible for the continued training of systems and processes for switch and network surveillance, as well as for customer reported troubles. Responsible for training new hires. Provided assistance during telephone switch migration. I was on-call 24X7X365. Served as first point of contact on escalation list.Performed HFC Telephony network surveillance and analyzed data to ascertain network outages using NetExpert and ARRIS Cornerstone products. Reacted to switch and transport alarms. Supervised switches using NetXpert, Lucent 5ESS, and Nortel DMS alarm monitors. Troubleshot, diagnosed, and repaired customer reported service impairments using my exhaustive knowledge of HFC Telephony networks. Received incoming calls from field technicians for phone installation support. Networked with various ILECs to troubleshoot and provide precise resolution to customer. Prevented critical outage by suggesting replacement of malfunctioning DMC cards at HDT. Coordinated conference calls between ILECs, switch techs, and managers to provide accelerated and efficient service restoration. Actively suggested and distributed training information to team members. Sustained approximate average of 1700 monthly worked tickets monthly. Utilized available documentation to identify possible solutions to problems. Show less

Greenwood Village, Co

Troubleshoot customer issues: installation, upgrades, connectivity, software, and TCP/IP settings via phone, online chat, and email. Provide technical support/information in an adequate timely manner to customers pertinent to @Home service. Support includes troubleshooting/solving email configuration problems, Installation of networking protocols such as TCP/IP and Client for Microsoft Networks, Installation of Network Interface Cards over online chat. Helped in detection of possible email… Show more Troubleshoot customer issues: installation, upgrades, connectivity, software, and TCP/IP settings via phone, online chat, and email. Provide technical support/information in an adequate timely manner to customers pertinent to @Home service. Support includes troubleshooting/solving email configuration problems, Installation of networking protocols such as TCP/IP and Client for Microsoft Networks, Installation of Network Interface Cards over online chat. Helped in detection of possible email server outages by telneting into mail servers. Demonstrated ability to work independently as well as multi-task using a variety of computer applications. Show less