Jeff Wall Email & Phone Number

Meet with Customer Support Operations management and analysts to interpret business requirements and turn them into technical solutions that meet the business needsProvide documentation on designed solutions to technical and non technical teams including call flows, method of procedures and standard operating procedures.Designed and implemented call delivery solutions utilizing SIP trunks/PSTN to multiple third party service delivery partners around the world.Implemented call center sites (hardware and software) utilizing CIC 2.3.1, Interaction Director, Interaction Proxy, Interaction Recorder, and integration with EWFM and CTI application. Also have similar experience utilizing Avaya product suite including CM, CMS, SES, AES, G650, and G450.Experience in analyzing call center reporting and developing custom reporting solutions to meet business needsWorked with a variety of different technologies to pass data between call centers for routing purposes, caller validation, or CTI pops. These include web services using SOAP, UUI over SIP, and DTMFProvided technology training sessions to business and technical audiencesParticipated in Tier 3 on-call rotation

Waterloo, Ontario

Designed and developed solutions to help the Customer Support Organization meet their desired goals and objectives.Developed IVR call flows in Interaction Designer to validate and route customers to the most appropriately skilled agentAdvised Customer Support Organization on good routing and skilling practices as well as technology to support service level goals and customer satisfaction.Maintained Interactive Intelligence CIC suite of products by applying patches to application and operating systems, troubleshooting applications and performance issues and monitoring through perfmon and custom scripting.Proactively monitored capacity of inbound voice T1s and assisted with adding additional capacity by procuring gateways and additional T1s in various regions around the world.

Provide an escalation point for ESS Exchange Intermediates and external customersInterface with Software Development Support teams to solve complex issues in larger customer environmentsLead the team in the design, communication and execution to advance the diagnosis of technical issuesProvide training and knowledge transfers to internal employees Work on internal projects and initiatives that assist in helping teams meet business goalsWork in an on-call rotation and provide after hour support for critical issues

Waterloo, Ontario

Provide an escalation point for internal and external customersSupport customers BlackBerry servers in the following environments:Windows NT/2000/2003 Server, Windows 98/XP/2000, Exchange 5.5/2000/2003, Active Directory, Domain Controllers/Members Servers, MSDE and SQL Proxy Servers.Provide guidance to internal employees and aid in knowledge transferMaintain the IRT test network

Waterloo, Ontario

Provided first-level BlackBerry Enterprise Server SupportMember of the Beta Support Team, supporting and diagnosing beta issues

Provided support for BlackBerry handhelds and Desktop Software for Microsoft Outlook and Lotus Notes

Provide hardware and software support for desktop workstations

Supported local and remote employees with general computer problems Responsible for nightly backups or AS400 and other Windows based servers