Service Delivery Representative
CurrentCompleting provisioning of new users in the Broadsoft and Genband portals• On average, I grab 10 new tickets a day. Roughly speaking, these changes account for about 60% of all requests I complete. These include, but are not limited to: adding users with new numbers and extensions, building hunt groups, adding new users to call centers, and/or building new voicemail accounts. Troubleshooting to diagnose and correct user reported issues• This involves employing knowledge of the physical, data link, and network layers of the OSI model to find the source of a problem. The most common troubleshooting scenario occurs when phones are unable to connect to the network. Team members must follow rigid steps in order to diagnose the problem which, in my experience, can range from the phone not being plugged in correctly to the router not being on the access list of our TFTP servers. A new queue (Service Delivery Trouble) was recently created to address tickets such as these as well as specific customer questions, it receives about 10-15 tickets daily. Maintaining accurate user-service records• User profiles should reflect current user settings and provisioning, therefore, user profiles are updated throughout the day as new change request are completed.
