Timothy Shea Email & Phone Number

Victor, New York, United States

• Added responsibilities for Carrier and Wholesale escalations.

Victor, New York, United States

• Assist Voice and Data Network Engineers with the reproduction, diagnosis, and resolution of any issues with the FirstLight fiber network and acquired legacy fiber networks.
• Act as an escalation path for Tier I Enterprise Repair Center via ticket, email, and direct chat.
• Develop and administer training courses for new hires and existing technicians. Courses focused on supported technologies and hardware, hardware management software, troubleshooting methodology, and best practices.
• Rarely co-administrate test benches, rack switches, routers, optical network terminals, and hosted phone equipment within the Repair Center's secure lab environment.
• Become familiar with various router and switch command line interfaces like Cisco 2900 series and 3600 series. Adtran 9xx and 12xx.
• Obtain basic troubleshooting and management experience with Optical Network Terminals such as Ciena, Calix C7 and F series, TelcoSystems TMarc, Tallabs and Nokia AMS.

Rochester NY

• Assist development engineers with the reproduction, diagnosis, and resolution of any reported defects discovered in the Allworx software and hardware product lines.
• Act as a final escalation path for Tier 1 and Tier 2 call centers via ticket, email, and direct phone call transfer.
• Provide training to Tier 1 and 2 technicians regarding escalations and improvement of processes.
• Develop and improve documentation and support material for existing and emerging troubleshooting processes including 3rd party applications and hardware that we inter-op.
• Assist with the moderating of the department's online resource libraries (wiki, shared drives, message boards, etc).
• Rarely co-administrate, troubleshoot, repair, and upgrade Technical Support's test benches, desktop servers, rack servers, switches, routers, and firewalls to ensure an always-on environment from which to reproduce and.

Rochester, New York Area

• Product & Process Engineer:
• Engaged in the concept development of new product offerings; discussing margins and analyzing use case scenarios to determine compatibility, comparability and value-add with regard to existing product lines.
• Assisted with the inter-op of new and conceptual products by extensively fault testing software and hardware in a lab environment, documenting any issue and making recommendations to the provisioning team to fine tune.
• Provided support material and recommendations to marketing and sales engineers when requested.
• Developed and communicated necessary training and materials for newly introduced products to various departments, utilizing my previous role as technical trainer in the absence of a replacement.
• Prepared technical documents and troubleshooting procedures publicly posted and distributed through our Sharepoint knowledge-base and online resources.

• Trained and supervised a team of 25 technicians for the support of Tier 1 and 2 residential, small business, commercial and wholesale customers; ensuring successful turn-up process and service installation.
• Assisted with the knowledge-base merger of TMC Communications (formerly Tri-M Communications, Inc) and trained a local team of support technicians to field overflow calls.
• Developed and distributed support material and recommendations to marketing, sales engineers and product development in order to improve customer experience and satisfaction with installation and troubleshooting.
• Expedited the migration of our technical knowledge-base to SharePoint 2013 from 2007; retouching and adjusting many of the previously published articles to fall in-line with the new visual style and publishing platform.
• Continued development of the employee training, testing and updated tiering system.
• Assisted with the creation of new policies and procedures, department metrics and call center employee expectations to improve employee ownership, performance and accountability while maintaining moral.

• Communicated inter-departmentally to coordinate resolutions to known issues list and worked to extinguish any developing problems as they become visible in production by utilizing the resources of various departments.
• Contributed to the initial creation of our technical knowledge-base in SharePoint 2007, replacing an outdated open-source Wiki page server. Personally publishing over 200 individual support articles with reference.
• Developed an employee training, testing and updated tiering system with focus on new hire implementation.
• Programmed a couple online exams via java with automatic scoring and email of results for new hire and existing tiers to save paper.
• Gained general knowledge of various modems, routers and switches. Gained advanced knowledge of Broadsoft and Genband M6 Hosted VoIP platforms as well as experience with provisioning and troubleshooting 3rd party VoIP.

• Processed incoming orders by phone and email for both United States and international teams as well as maintenanced any orders that did not meet customer specifications over time.
• Managed shipping logistics of anywhere from 20 to 35 orders at a time with 30 minute updates for high priority accounts.
• Maintained a database of tens of thousands of open accounts related to individual factory technicians as well as customer and corporate accounts totaling millions of potential dollars.
• Occasionally maintained the parts database for each of the warehouses.
• Pioneered the tracking of individual warehouse employee schedules to reduce the pull-time on high priority parts overseas.
• Assisted with the training of new hire logistics workers for both the U.S. and the international call centers.