Stephen Joyce Email & Phone Number

Galway, County Galway, Ireland

County Galway, Ireland

- Coordinate design documents, develop migration planning to new unified communication tools and aid in ongoing divestitures with clients.- Perform DID management for multiple companies.- Validating number deployments to ensure country specific requirements are met with respect to telecom regulations- Develop, and implement policies, measures, and training plans for the administration of telecommunication systems. - Plan for and arrange pre-emptive maintenance and upgrades for equipment and software of voice systems.- Perform regression testing prior to any new software deployed on any environment/equipment- Guiding and mentoring help desk team so that they can understand better issues related to unified communications.

Galway Ireland

HP Connectivity Services Voice Operations (Formerly Global Telecom)Participated in separation activities as a result of the divestitures which include "HP Inc" “Hewlett-Packard Enterprise” “DXC Technology”. • This involved setup of new voice solutions, migrating the employees to the new infrastructure prior to reaching "Day 1" • Meet very short deadlines to meet legal obligations.Project related activities include• Setup of voice gateway routers and perform configuration changes on Skype for Business topology.• Migrate users from existing Avaya or legacy voice to the Skype for Business Environment.• Clean-up exercises during site closures and legacy voice decommission.• Update site documentation.Ongoing Activities• Lead daily call that tracks current escalations to the level 3 queue also Identifies potential escalations and pro-actively check alerts through prognosis on all voice platforms• Ability to diagnose call quality and routing issues raised to the L3 queue with the aid of obtaining trace logs to identify the issue.• Troubleshoot and understand VoIP software issues arise that end user's experience when attempting to use their back off telephone solution.• Liaise with Telecom companies to resolve issues of calls not correctly routing over SIP or through local PRI lines.• Run a varied level of reports to track changes in Avaya/SfB environment and be in a position to pro-actively act on issues before they become problems or major incidents.

Hewlett-Packard

• Participates as a member of an Information Technology (IT) technical team. • Performs basic analysis of functional or service requirements. • Implements end-user or enterprise infrastructure or services as prepared by more senior engineers. • Provides end user and routine or basic support of enterprise platforms and services. Monitors the environment and resolves issues utilizing available knowledge reference documentation. • Monitor’s production schedules and ensures production jobs complete successfully without issues. • Ensures complete and timely hand-off of incidents to other support teams as appropriate. Assists with enterprise-wide system maintenance and change implementation.

• Provide phone and chat support to internal employees on their mobile devices and PCs• Support consists of standard software application packages and the environments and platforms in which the business operates (desktops, laptops, PC-COE, remote access, messaging, etc.)• In-depth knowledge of technical skills in hardware, MS Operating Systems, Network, Remote Connectivity and process knowledge to ensure quality in all of the Global Service Desk businesses, infrastructure support, and documentation• Basic knowledge tools, client management tools and remote-control software to help resolve at least 90% of calls online, without having to dispatch to service partners or desk side support technician• Needs to diagnose triage issues and deliver a high level of customer satisfaction.• Assist team with other duties required to maintain the support center operate smoothly.