Jason Cloud Email & Phone Number

Seattle, Wa

Advanced Voice Services, Tier 2 VoIP / PRI Support● Provide direct telephone, email, and remote troubleshooting of VoIP problems and Cisco and Edgemarc routers● Assist Tier 1 with advanced technical questions and handle both technical and complaint escalations● Diagnose call quality issues via packet capture and analysis of SIP headersAdvanced Support Group, Tier 2 T1, EoC, and DSL Support● Provide direct troubleshooting and Tier 1 escalations for T1, Ethernet over Copper, and DSL networks● Remote configuration and support of Cisco routers and Adtran CSUs● Coordinate with iLEC and dispatch technicians to ensure minimal downtime and to meet SLA goalsBusiness Support Representative, Tier 1 DSL and T1 support● Provide email and telephone troubleshooting to residential and small business DSL and T1 circuits● Coordinate iLEC, cLEC, and internal wiring technicians to isolate and resolve connectivity issuesBusiness Support Representative, Tier 1 DSL and T1 support● Provide email and telephone troubleshooting to residential and small business DSL and T1 circuits● Coordinate iLEC, cLEC, and internal wiring technicians to isolate and resolve connectivity issues

- Rapidly and independently learn various functions and modules of Epic HMR within strict deadline requirements- Assist IS consultants with training of clinical staff including Nurses, Nurse Practitioners, and Physicians- Act as Super User support for Urgent Care and clinical staff at go live date

- Ensure appropriate staffing levels to ensure 24/7 operability including interviewing and hiring new agents- Develop and implement scalable processes and procedures to streamline network support operations- Ensure client specified SLA goals are met on daily, weekly, and monthly basis- Resolve escalated LAN and WAN connectivity issues via direct support or collaboration with various ISPs- Create reports and analysis of data such as RFO, MTTR, and total network uptime based on client needs- Maintain customer relationships through direct and remote meetings with personnel at all levels of management, including both internal and client executives and directors- Ensure interdepartmental communication processes were clearly followed and worked to ensure all operations departments worked together with precision and alacrity

- Train classes of 15 to 30 new hire agents to provide Tier 1 technical support on Apple products including iPod, iMac, G5, and MacBook- Evaluate and adapt curriculum frequently due to evolving product line, client requirements, and trainee needs- Responsible for creating procedures to ensure COPC compliance of both project and call center

- Directly responsible for supervising team of 10 to 25 Tier 1 and Tier 2 technical support agents- Ensure that client specified metrics (AHT, ATR, Wrap, FCR, CSat) are met by the team and project on a consistent basis- Create and distribute daily reports to upper management regarding the metric data and status of the supervised shift- Assist Tier 2 agents with technical questions and handle escalations of both technical and service related issues- Communicate with high level client personnel at Quarterly Business Review to present quarterly metric and financial data

Assoicate Of Arts, Computer Science

Associate Of Arts (A.A.), Liberal Arts And Sciences, General Studies And Humanities