-Develop and implement innovative solutions that address core business issues-Leverage technical and analytical skills-Analyze and design techniques to solve business problems using information technology-Create and reuse intellectual capital to solve diverse, business and/or technology-related challenges-Evaluate design and technical layouts for purposes of data mapping, integration analysis, scripting, testing and software conversion-Facilitate weekly remedy work order request meeting-Update Remedy tickets using Remedy Action Request System-Update Microsoft excel spreadsheet containing information for remedy work order requests-Create SCRs using CCB Admin Process

Experience with Business Systems and Application Support.Understanding of Project Management Methodologies.Experience Supporting ShoreTel VOIP Phone SystemsExperience Supporting Shoretel Enterprise Contact Center SoftwareExperience Supporting Oaysis Tracer Call Recording SystemsExperience Supporting Mobile PhonesExperience Supporting Tivoli Workload SchedulerExperience developing surveysSoftware testing/quality assurance experienceTechnical writing/user documentation preparation experience.Ability and desire to assume a backup application support role for the organization’s business systems.

~Perform network diagnostics to remediate detected/reported network incidents~Document alarms and process for use by other analysts within the Network Operations Center~Primary responsibility is monitoring the availability of the IT environment. Responsibility for the monitoring and restoration of the Infrastructure following documented processes.~Proven skills in troubleshooting and resolving problems with a large scale IT distributed systems~Initiate, update, track and close trouble tickets; creating and sending network alerts as needed to internal organizations

• Successfully supported the Citigroup CBNA enterprise conversion to Cisco VoIp• Built and installed Cisco IP Phones and Unity VM boxes and populated site specific information• Resolved network routing issues resulting during implementation.• Troubleshooting and resolving all facets of VoIp implementation, including switch, SRST testing, translation patterns, and IP phones.• Providing “Day 1-3” support for users on-site, training users as needed on new VoIp phones.• User installation and relocation requests at new facilities, in accordance with IMAC (Install/Move/Add/Change) processes and procedures

• Act as the first tier support for Broadlane customers both internal and external• Perform troubleshooting and issue diagnosis in the identification of issues relating to PCs, applications, and basic network communications.• Answer customer support calls, emails, walk-ups and log problem tickets within the required service levels.• Reimaged, loaded and deployed replacement laptops and workstations for endusers.

• Maintain, monitor, and administer an evolving PBX and Voicemail infrastructure, as well as supporting the concurrent network, systems, and telecommunications services for Pepsico.• Provide operational and maintenance support on Cisco Call Manager and Cisco Unity by supporting Moves, Installs, Adds, and Changes (IMACs), providing troubleshooting, problem analysis and problem resolution for maintenance issues.• Receive and process orders for telecommunications connectivity and equipment (handsets, digital, analog and VoIP), perform station and voice mail switch translations and provision equipment and orders to support activity in the field.• Proactively provide the customer and the account team with regular updates and status reports on any Orders that are in progress• Coordinate with multiple service providers (local TELCO, PBX venders) to resolve system failures and to support installations.• Responsible for voice order processing for the Company throughout the US Domestic Enterprise and supports a variety of customer owned traditional, voice mail and new technology (IP) switches as well as provisioning LEC services

• Monitor and analyze the system alarms on the Intecom 6880 Pointspan PBX switch at least twice daily. System alarms analyze troubles, causes of troubles, and other conditions worth noting. Compile and document daily operations report.• Monitor the problem system queue, monitor alert notifications, act on and dispatch, triage, isolate, resolve, and report status on all daily problems. Close tickets as necessary.• Perform system health checks for Pointspan, Centergy, and all peripherals. Execute the problem escalation process as required.• Receive, validate, and implement IMAC (moves, adds, deletes) requests as required. Maintain Centergy reporting at an operational status. Examine the system for functionality, report problems, etc.• Create backups, perform installations and software upgrades to Pointspan PBX switch.• Other areas of responsibility include telephony server maintenance, design, installation and configuration of call routing tables to assure accurate call flow and statistics collection for various applications such as Centery Reporting, Phrase Manager, Edify IVR and E Talk.