• Perform call routing changes• Engage with vendors to resolve difficult technical issues•Support enterprise voice and contact center users and applications using Cisco Unified Communication Manager (11.x), Contact Center Enterprise (11.x), Unity Connection (11.x), Unified Intelligence Center (11.x), Calabrio One and Calabrio QM (9.x) to support the City of Phoenix•Responsible configuration and troubleshooting Cisco 8800 series IP phones and Konftel 300Wx IP devices while adhering to strict SLAs set in Remedy force by client•Install, configure, and troubleshoot Cisco IP Communicator and Cisco Jabber instant message & video application (iOS, Android, and Windows)•Troubleshoot IP Phone registration, call quality, and call flow

•Answer incoming customer inquiries via telephone, email and/or web concerning network password, telephony, voice mail, printing and computer related issues•Provide technical, operation and training support relative to hardware and software, via telephone or on site, to users of company’s personal computers•Install and configure desktop, laptops and peripheral equipment including moving adding or removing workstations as required•Use knowledge based system and other tools to deliver technical support solutions•Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of desktop related problems

• Assisted installing Microsoft desktop operating systems and desktop applications images and deploy new PC’s to end users• Install hardware and peripheral components, such as memory, circuit boards, disk and CD-ROM drives and backup devices • Interfaced with local management and IT to coordinate the Windows 7 migration and deployment• Analyze, troubleshoot and resolved employee reported issues in Windows 7 optimizing their work performance

• Analyze, troubleshoot and resolve server alerts and network capacity constraints in a large and complex hosting operations environment optimizing network server resources• Review, analyze, troubleshoot and resolve virtual server issues ensuring production in print jobs and security access maintains it’s consistency• Analyzed and resolved issues with Windows Server 2003 and Windows Server 2008 ensuring that terminal server resources can utilized• Responded to problems and service requests within service level agreements resulting in 98% resolution rate• Participated in small and large scale PC-related projects in effort to streamline help desk efforts• Install, troubleshoot, and repair computer hardware, (PCs, Thin Clients, etc.) and software

• Load software packages such as Windows OS, Microsoft Office and other office applications • Coordinated and performed department moves; lift PCs and monitors up to 50 pounds when necessary to maximize efficiency.• Resolve customer issues in Active directory and Exchange accounts on Windows server 2003 creating, enabling and disabling accounts as needed• Resolve server alerts and capacity constraints on SAN ensuring documents will be able to upload and limiting downtime• Troubleshoot and resolve issues with network resource access permissions in Windows 7 allowing users to access distribution list, network folders and shared drives

• Instruct and assist users in use of smartphones, specifically iPhones, Androids and BlackBerrys achieving first call resolution• Worked well in high pressure environment to resolve customers’ technical, provisioning, and billing challenges and achieving high customer experience ratings• Committed to customer service by resolving the issue on the first call• Resolve customer reported cellular phones issues with excellent customer service skills and a professional demeanor earning customer trust• Resolve customer cellular provisioning errors while achieving specific results from little direction and handling higher call volumes• Analyzed customer smart phone problems to come up with creative and practical solutions to complex problems resulting in high customer experience scores

• Provided technical assistance and training to end users on computer operating systems and approved applications resulting in client satisfaction• Used remote access software to take over user experience on their computer and utilizing troubleshooting skills for problem resolution eliminating stress from the client • Demonstrated teamwork by assisting coworkers whose skill set was insufficient to handle technical calls increasing their productivity and efficiency• Resolve PC issues within service level agreements including determining root cause appropriately eliminating same call redundancy• Analyze issues while at all times being able to communicate clearly with the onsite tech and customers in away both can understand one another achieving customer satisfaction

• Review and analyze customer insurance policy constraints offering creative and practical solutions to potential coverage gaps achieving the right coverage for the right price• Review customer's policy issues with a professional demeanor achieving excellent customer service • Review customer policy issue to achieve specific results from little direction and keeping service levels down• Support policy holders by being detail oriented when considering policy coverage changes due to life changes• Committed to customer service by writing the policy correctly on the first call

• Assisted employees with remote access connectivity to web servers to maintain hosted sites• Supported and assists Service Desk technicians with basic server and telecom support resulting in the hosted website maintaining 99% up time• Provided hands-on support for Engineering Teams to roll out new servers into data center with the networking and the data cabling• Analyze, troubleshoot and resolve Linux server issues in a large complex hosting operations environment maintaining website up time• Troubleshoot customer website issues with monitoring technologies quickly resolving website downtime• Review, analyze, troubleshoot and resolve capacity constraints within the data center including rack installment, cat5 cabling, and server installation efficiently utilizing the limited space