Rebecca C. Email & Phone Number

Columbus, Oh

As a Customer Experience / Collaboration Field Specialist, I worked from home providing technical support for their PureConnect client's systems. I provided troubleshooting, log gathering for Genesys cases as well as help diagnose and correct configuration or environmental issues with their systems. I worked daily with Windows servers and virtual environments.

Oakbrook, Il

As a Training Consultant, I had the opportunity to work from home and provide online training as well as travel to our client's site to provide "Train the Trainer" or "Direct to End User" style sessions. I worked closely with our project management team as well as with our clients to tailor their training for their specific needs. Our team found that being included in the beginning of the project allowed us to to provide a more successful training experience. Due to my knowledge of the system, I went to a few existing client sites to provide best practice as well as administrator/supervisor training. During my day to day I used Microsoft Office products (Word, Excel, Sharepoint), Adobe (Captivate and Editor) and Citrix (GoToMeeting and GoToAssist). Essential Job Functions• Attend project implementation meetings with different clients to understand their training needs and work on their customized Training Stategy document.• Consult with the client to let them know what their responsiblities are (training location and equipment).• Followed client specific remote access and security protocols to gather what is needed for documentation.• Create tailored training documentation; adding or removing chapters as needed, client environment specific screenshots and verbage. • Manage training calendar with my team and coordinate who the primary trainer is as well as our backup.• Work on forecasting our time to determine that we didn't go over our allotted training hours.• Used products like Replicion to track our time and project hours.• Booked my own travel to client sites and manged expenses via Concur. Travelled 25% - 50% of the time.• Utilized GoToMeeting for client meetings, demos and online trainings.• Print training documentation and created binders as needed.• During training, provide support for those in class who have issues with logging into the software.• Provide Best Practice consultations for existing customers.

Oakbrook, Il

As a Technical Consultant, I worked from home with a broad range of clients in many different industries across the country. I provided technical support for their PureConnect systems (formerly Interactive Intelligence). I helped the client troubleshoot, gather logging, diagnose and correct configuration or environmental issues with their system. I worked closely with my team as well as Genesys support. For my role, I became PureConnect and PureCloud certified by Genesys. I worked daily with Windows servers, virtual environments, Wireshark and different methods to connect to clients via VPN or products like GoToAssist. Essential Job Functions• Participate in the queue for direct support calls from clients and triaged them according to severity.• Utilize GoToAssist or remote VPN to access the client's PureConnect system.• Created and managed tickets in our customized ticketing system as well as track my time via Replicon.• Daily review of open and pending tickets for clients and those opened with Genesys.• Worked with clients to gather logging examples to present to Genesys for additional support.• Utilized FileZilla and other FTP clients to upload logs.• Add, Moves and Changes for some clients with managed services.• Provide ad-hoc training for clients that needed a refresher or were not familiar with a particular aspect of the system.• Create ad-hoc training documentation for client's needing some additional tailored help. • Created status reports for supervisors on tickets that are outstanding past a certain time period.• Participated in weekend long oncall when necessary.• Worked special projects when assigned.

Knoxville Tn

When I worked for TeamHealth as a Telecom Technician we support multiple systems however my main focus was Interactive Intelligence which is now PureConnect by Genesys.Essential Job Functions:• Add, moves and changes across all phone platforms; i3, ShoreTel, Nortel.• Work trouble tickets for phones, voicemail and computer telephony software.• Troubleshoot phone software integration issues with CRM and other applications.• Troubleshoot ShoreTel 230g VPN phones for remote users.• Provide phone training as needed.• Put in purchase requests for additional equipment or vendor services. • Process vendor invoices.• Conference Bridge Management• Building new Auto Attendants in i3 and Shoretel• Order and assign toll free numbers to Auto Attendants• Use audio editing software to create customized greetings from our recording library• Run reports for i3 and Shoretel systems• Adtran programming• Work with vendors to fix telephony issues at remote sites.• Call in trouble tickets with service providers.• Install phone software client applications; ShoreTel Communicator, Interactive Client, Screen Capture, Recorder and Supervisor.• Mantain multiple Windows servers; i3 application/media servers, ShoreTel DVS servers and CallPilot VM servers.• Phone system replacement and new phone system installs.• Analog lines run for different devices.• Project planning for infrastructure changes and disaster recovery.• Disaster recovery testing.• Create documentation for training, disaster recovery and knowledge management.• Work on special projects requiring telecom integration.

Knoxville, Tennessee Area

My first position at TeamHealth before moving to the Telecom department.Essential Job Functions:• Answered phone calls for support.• Worked email support queue.• Created and disabled accounts and password management.• Troubleshot phone, computer and network problems.• Entered in Remedy tickets and assigned to the appropriate department.• Escalated urgent or priority tickets as necessary.• Provided instruction and training as necessary.