Tim Coen Email & Phone Number

Prior Lake, Mn, Us

Round Rock, Texas, Us

I currently work for Dell Compellent as an Enterprise Technical Support Advisor.This is a tier 3 support position.In this position I interact with both technical and non-technical personnel and must be able to communicate effectively via telephone, email, and in person. I am responsible for providing proactive and reactive technical support in a 24x7 environment.In this role my duties include the following:Provide customer facing, expert level consultative and escalation support for Dell Compellent Storage Center. Collaborate with Dell Compellent’s Copilot Solutions Engineers to resolve customer Storage Center issues. Work with other vendor support teams to ensure customer issues are resolved in a timely manner Advise peer technical and marketing teams on matters that affect overall customer experience. To identify targets for proactive maintenance or other systematic field issues. Documentation of technical software and hardware problems for internal and external distribution. Responsible for assisting with problem determination and problem resolution. Advanced diagnostics of software faults. Advanced shared storage performance troubleshooting and design recommendations.

Eden Prairie, Mn, Us

I am currently working a dual role as a Dell Compellent Copilot and also as a CSE.

St. Paul, Minnesota, Us

Supported the Integrated Rolm, Aspect, Ritefax, Verint, and VOIP network on all configuration and repair issues.I have supported & worked on IP phones. Both 3com and Aspect teleset 3’s.I Installed and configured and supported the Verint 10 Ultra systemI performed all of the t1 cabling and tapping to the Verint system as well as identifying all devices & trunks that needed to be mapped out in the Verint 10 Ultra system.I am the escalation point on all Aspect & Verint issues that arise. I am responsible for opening, managing, and escalating cases with our vendors.I have created and scheduled multiple opening and closing procedures for multiple 800 numbers.I have created the callflows for the 800 numbers as well as defined and recorded the announcements that are played to customers.I troubleshoot all cabling issues from the mainframe to the users desk.Knowledgeable on Crystal reports (CE10), and Aspect BOE reports on the Aspect system.Provided Remote Desktop support to install applications on remote PC’s.

Performed upgrades, MAC's, new installations on the Aspect ACD.Installed & serviced Aspect Winset server.Installed & serviced Aspect Agility server.Performed upgrades, MAC’s, new installation’s of CLI videoconference equipmentPerformed installation and service to Rockwell Spectrum systems.Perform upgrades, MAC’s, new installations on Rolm CBX .Perform upgrades, MAC’s new installations on Rolm Phonemail.

Provided technical assistance to National and Major Account Customers and field personnel maintaining and troubleshooting the Aspect ACD Systems, Witness recording systems, and Rockwell Spectrum systems.Responded to inquiries, complaints, and resolve problems ensuring best possible customer relations.Resolved user problems by troubleshooting of any and all outages with a timely response and repair resolution.Trained peers, new users, supervisors, on ACD functions, reporting features and system capabilities.Provisioned the following: ISDN, PRI/BRI, Local DID, CO, T1Years of experience working with IT Administrators on LAN & WAN related issuesWrote and programmed call control tables for call routing projects on the Aspect ACD and Design and programming databases to include the creation of new agent groups, super groups, trunk groups, DNIS, DID, ISDN, Thresholds, and all other telecommunications information.Planned and executed install of system patches, switch upgrades and troubleshooting any system outages. Ran SQL queries on the database and interpreted resultsWorked in a team environment for completion of complex testing and evaluation of callcenter technologies providing analytical and technical support of Aspect-Rockwell-Witness systems.Provided real time assistance troubleshooting mission critical Callcenter issues. Provided technical support to both customers and service engineersYears of experience working in the solutions center Identified and reported root causes on system failures and also responsible for implemented plans of actionResponsible for running queries against the Aspect SQL and Oracle databasesCertified to work on the Aspect Callcenter-Rockwell Spectrum-Witness eQuality Balance serverWorked at Aspect in the Customer Support Center for 11 months supporting Delta Airlines as a National account representative.Experience working with Clarify-Outlook-Excel-Word-Power Point.

Plano, Texas, Us

Boulder, Colorado, Us

Installed and cut over dozens of business telephone systems.Worked with cable subcontractors and oversaw cabling operations.Worked as the lead cable technician with 15 technicians reporting to me.

Telephone Communications Proficiency Degree, Telephone Communications

High School Diploma