Monte Ferguson Email & Phone Number

Grand Rapids, Michigan, United States

Implemented all aspects of projects including; scope of work creation, and project schedule. Assembled and managed a team to ensure projects delivered on time and on budget. Managed equipment and telecom orders with various vendors. Coordinated all communications with client and vendors. Managed project budget.Verified proposed site as viable for service by conducting a comprehensive pre-qualification inquiry with all applicable vendorsProvided detailed report to sales team outlining all potential vendors, including costs and an estimated time line for implementation Assessed and established scope of work with clientsObtained equipmentManaged and participated in site survey to determine site requirements and arrange for their completion Placed and managed service order with vendor and clientManaged installation with I.T. vendor, the client, and internal staffEstablished initial billing in production billing systemTelephony- Broadsoft (hosted PBX) Integral member of implementation teamAssessed and established scope of work with clientsConducted initial site survey to determine power, networking infrastructure requirements, client needs, and feature requestsProvided a proposed solution to client for sign offDesigned and implemented voice solution in hosted PBXConfigured and deployed phonesConducted training at client siteProvisioned E911Conducted final testing after numbers have ported and obtained customer sign offProvided ongoing support to clientsSIP Trunks Obtained, and routed, direct inward dial numbers to satisfy scope of work requirements Managed communication with clients and their I.T. vendorManaged internal engineering staff to implement the solution and provision E911Communicated to client’s I.T. vendor technical information to implement the voice solutionManaged telephone number porting process, including obtaining letters of authorization, submitting and managing orders with telecom vendors

As acting supervisor handled escalated calls and resolved issues. Oversaw the invoice resolution tickets. This required methodical work to research and document the appropriate course of action. In the invoice resolution role I was given a heightened authority and additional responsibilities. Managed various responsibilities in a fast pace work environment.Oversaw the orderly flow of the department’s operations, directing inquiries, and providing leadership as the lead support technician.Trained new staff on policies, systems, and services Advocated, and was key in implementing, one call resolution to improve call center operations Provided remote help desk support to customers, covering a wide gamut of issues, in a fast paced environment. Supported Windows, MacOS, and iOS operating systemsProficient in the protocols of DNS, TCP/IP, Ethernet, SMTP, FTP, POP, IMAP, AppleTalk and BonjourDeveloped and maintained in house knowledge baseEqually skilled in working with a wide range of skill sets, from residential clients to corporate I.T. professionalsProficient in listening to the customer’s, both verbal and non-verbal, cues to diagnose the root causeAdept at adjusting communication to match the abilities of the clientManaged special projects in a detailed, thorough, and timely manner