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.

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.
• 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.

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.
• 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.

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.

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.