Richard Huether Email & Phone Number

Peoria, Illinois Area

Tech Support Duties: Tier 1 remote global technical support for Unified IP contact center management system hardware/software and Spectrum ACD hardware/software. Duties included: handle initial customer calls, open trouble cases and serve as primary contact through case resolution. Gather system data and analyze logs. Apply problem resolution. Escalate intractable problems to higher levels of support or software engineering. Routinely provide detailed case updates to customer personnel, Aspect management and Aspect internal engineering. Mentor less experienced members of Tier 1 support team. Field Support Duties: Installation and upgrade, preventative and remedial maintenance and troubleshooting of Spectrum ACD and peripheral systems, Call Center ACD, and Unified IP systems. Routinely worked with Telco, customer IT, and other vendors to coordinate upgrades and installations and to troubleshoot and resolve complex telecom issues. Performed customer site well care visits to ensure customer satisfaction and provide consultative services on supported hardware/software.

182Nd Air Wing/182Nd Comm Flight Peoria, Il

Feb 2010 - Mar 2011: AFSC 3D172 Cyber Transport Tech - deploy, sustain, troubleshoot, and repair standard voice, data, and video network infrastructure systems, IP detection systems and cryptographic systems. Primary duties included but not limited to work in base CO on Nortel Meridian PBX involving telephone moves, add, changes. Troubleshooting analog, digital, and VOIP phones issues. Phone cable installation and repair. Layer 1 network troubleshooting. Feb 1995 - Feb 2010: AFSC 2E673 Telephone Systems Tech. For primary duties, see above.Apr 1992 - Feb 1995: Unit OJT Manager - Responsible for oversight of Comm Flight unit OJT program per directives of Air Guard Bureau, base, and unit training policies. Ensure expedient progression of airman OJT.Oct 1987 - Apr 1992: Small Computer Support Specialist. Data entry/data processing.Nov 1986 - Oct 1987: Telecom Operator. Telephone operator.

Peoria, Illinois Area

Responsible for installation and upgrade, preventative and remedial maintenance and troubleshooting of Rockwell Galaxy and Rockwell Spectrum ACD systems and system peripherals (printers, CSUs, channel banks, Sun and Windows servers). Routinely worked with Telco, customer telecom and IT departments, and other vendors to coordinate installations and upgrades and to troubleshoot and resolve complex telecom problems. Performed regular customer site visits to ensure customer satisfaction with all system hardware and software and to provide consultation services.

Dyess Afb Abilene, Tx

AFSC 34156 Navigation/Tactics Training Devices Specialist. Inspect, install, operate, maintain, repair, and modify digital navigation training devices and associated subsystems. In short, maintain subsystems of Digital Flight Simulators.Duty assignments:May 1981 - Jun 1981: Lackland AFB, San Antonio, TX (basic military training)Jun 1981 - Dec 1981: Chanute AFB, Rantoul, IL (Technical School)Dec 1981 - Dec 1982: Kunsan AB, Korea. 8th CRS (F16 flight simulator)Dec 1982 - Jun 1985: Dyess AFB, Abilene, TX 463 AMS (C130 flight simulator)

Electronics Technology/Computer Science

No degree. 94 credited hours in mostly electronics technology and computer science related courses.

General Studies