Joey Kellogg Email & Phone Number

Greenwood Village, Colorado, United States

Developed and managed Problem Management process based on ITIL delivery model. Worked directly with internal and external customers to develop and deploy new support tools providing holistic views of customer infrastructure. Acted as the main point of contact between customer account teams/leadership and technical engineers/leadership. Ensured coordination and compliance with highly variable customer processes and requirements. Worked directly with technical team to validate data was reviewed and any issues requiring attention were highlighted. Specific examples include certificate expiration, uptime audit, as well as capacity trend summaries.Chronic/Comprehensive Alarms Reduction Project – Worked as lead coordinator on this project which successfully reduced the number of Chronic alarms within Avaya’s Managed Services by over 60% over 18 months, with corresponding reduction in engineering man hours needed to support these issues. Coordinated ongoing engagement of multiple technical disciplines and worked directly with their leadership teams to ensure continued involvement/buy in. Coordinated efforts between support, development, and technical teams to generate monthly Repeat Incidents reports for Avaya Managed Services customers. Solicited ongoing feedback from all stakeholders to maintain value and relevance of recurring reports, and ensured timely and reliable delivery of the same.

 Departmental Technical Lead; duties include being a mentor for the Highlands Ranch and India Operator services teams, answering all procedural and technical questions related to operator services and Meeting Exchange/Bridge Talk application functionality. Login Administrator for more than 25 applications surrounding audio conferencing for team members and external customer, responsible for approximately 80 users. Critical Escalation interface: traveled to business partner locations and conducted web demonstrations encompassing the audio conference platform and operator functions. Audio Conference Coordinator, supporting both internal and external customer base. Support of conference service; includes special features and requests, speaking directly with the customer on their needs. Responsible for trouble shooting audio conferencing bridge interruptions as they arise to resolution. Audio Conferencing operator assisting external customers with reservations, answering questions, as well as making feature functionality recommendations. Project management from scheduling, remote support, and maintaining communications of status directly to the customer.

 Tier 2 IT Helpdesk support for all Avaya associates. Duties included software support, instructing installation and upgrades, McAfee virus protection, MS Office how-to questions, as well as troubleshoot all issues as they were reported. Created several procedural documentation/scripts for both Avaya and IBM’s use for the supported applications. Software support, instructing installation and upgrades as well as troubleshooting issues as they arise.

 Technical Customer Support Professional, with extensive customer contact, providing internal support for Lucent/Avaya associates. Duties included support for Maestro introduction, WCSC Platform, as well as FSAC-SS administration.  Assisted internal Avaya end user community for several applications such as Maestro functionality and FSAC-SS ID administration and ticket/end user unlock features. Also supported TWB (Tech Workbench), mainly assisting Field Service Managers understand technician time reporting on tickets/cases, as well as unlocking tickets within the system for technicians. Utilized UNIX and Microsoft applications. Spokesperson for the team, or Team Lead, advocate for all escalated issues pertaining to the Maestro application performance for the Denver Tech Center area. Represented when implementing job procedures and commitments to all parties involved. Analyst for all supported responsibilities, including documenting new releases to existing databases. 24/7 Fault Management for the supported applications, managing issue response and resolution, as well as preparing recovery protocol. Consistently exceeded personal and team objectives and expectations Employed by IBM from Avaya in August of 2001. I accepted a position when the business was outsourced to IBM, performing similar duties.