Phillip Dudas Email & Phone Number

Seattle, Washington, Us

Seattle, Washington, Us

Supporting 200+ users in both local & satellite offices as well as teleworkers.Areas of responsibility include but are not limited to:• Active Directory – Maintenance on users, security groups, distribution groups and workstations• Avaya – Created and modified Phones/Stations, Vectors, Skills, VDNs, Agent IDs, Researching and modifying ACD reports, One-X Agent and Communicator using CMS and Site Administrator• Exchange – Creating and modifying mailboxes, shared resources, distribution groups and unified messaging accounts, modifying dial plans• Google Apps – Creation and troubleshooting of spam filtering accounts, whitelisting senders/domains • KnowBe4 – Phishing and Malware Campaigns• Lync/Skype for Business – VoIP Environment. Planned, Organized & Executed migration of users off of Avaya to Skype for Business. Created and modified accounts, troubleshoot and modify dial plans and PSTN routes• macOS/iOS - Resident go to person for macOS and iOS problems• MailGate – Troubleshooting for secure messaging accounts• Meraki – Add wireless users and clients, add/configure hardware VPN endpoints (Z1) on VPN concentrator• SCCM – Imaging, packaging and deployment of new applications and remote control of user workstations• Veeam – Restored files from backup• VMWare – Created new VDI’s, update bases, recompose, create new ThinApps for VDI users, create new VMs• Windows Server 2008/2012 – File permissions, Shared Printers• Provided support for various other systems such as Verint/AudioLog Call Recording, Avaya Contact Center Express, Taske, Biscom Fax and others including many in house developed applicationsI have a history of excellence in customer service and also have worked with external vendors such as wireless service providers and office equipment maintenance providers.In addition to day to day support I have also written documentation including user instruction and internal reference for tasks such as account creation and problem resolution.

Toronto, Ontario, Ca

Implemented backup processes for 2 back-office locations using Veritas NetBackup, Quantum Scalar Tape Drives, tape management, data recovery testing and tracking. Responsible for preventative maintenance on all IT equipment located in both back office and remote locations and incremental updates to Windows 2003 and 2008 servers. Supports Network Operations Centre for remediation of outages on high availability systems.Provides training resources to retail and back-office locations in Western & Central Massachusetts. Supports workstation hardware running Windows 7 and XP, Office 2010 software, Servers, printers, scanners, LAN and WAN equipment. Also provides support for wireless devices running iOS, Android, Citrix VPN.Planed, scheduled and executed hardware installations for staff relocations throughout Massachusetts.

Toronto, Ontario, Ca

Analyzed and evaluated contact center related data necessary to accurately forecast call volumes, handle times and staffing need up to 1 year in advance. Supported forecasting needs resulting from increased call volumes and marketing campaigns and provided historical patterns for forecasting purposes. Provided reporting and analysis of data on a daily basis to confirm the existence of scheduling problems in the near future. Monitored call levels and systems which included providing system failure notices to ensure all are running within acceptable levels.

Princeton, Nj, Us

Responsible for day-to-day operations, troubleshooting and preventative maintenance of office wide voice systems including Siemens ACD, PBX & PhoneMail voice mail systems. Managed the migration of ACD Agents from Siemens to Aspect while keeping Siemens PBX online for back office operations staff.Managed Aspect ACD, WinSet and Witness Systems eQuality Balance Quality Assurance monitoring systems for 2 call centers. Provided technical solutions for internal customers, including cabling, test and turn-up of new circuits and system hardware, system failure monitoring, and periodic review of accounts and circuit status.

Princeton, Nj, Us

Designed and managed weekly reports sent out to the Senior VP level on call center staffing FTEs and attrition levels. Assisted with daily duties of the Director and provided administrative support.

Designed, implemented and maintained initial training and technical reference documentation standards and knowledge-base content for Dial-Up Internet Support Technicians.

Solved customer inquiries, billing and performed troubleshooting on technical problems with dial-up internet service, in a call center environment.