William M. Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

São Paulo, Brazil

• Main point of contact for Technical Implementation Projects for Contact Center, analyzing internal customer requests and providing technical solutions for the production environment, resulting in better customer experience and increase of revenue• Led Support Ticket SLA, Incident and Change Management, focused on changes in production environments reducing costs and critical incidents; analyse of Support Incident and Request Tickets, delivery of SLA and Change Management… Show more • Main point of contact for Technical Implementation Projects for Contact Center, analyzing internal customer requests and providing technical solutions for the production environment, resulting in better customer experience and increase of revenue• Led Support Ticket SLA, Incident and Change Management, focused on changes in production environments reducing costs and critical incidents; analyse of Support Incident and Request Tickets, delivery of SLA and Change Management reports• Managed PBX System, Voice Links, CTI integration, Interactive Voice Response; Implemented and configured Network Voice Recorder (Cisco and Extreme), Impact360 WFM & Speech, improving user experience and increasing revenue and number of customers Show less

• Worked in Telecom department, managed PBX infrastructure and network support; configuration and administration of voice links with Voice Contractors; negotiation of contracts with telecom companies, implementation of financial reports and audit of invoices, achieving cost savings of approximately 30% per month• Responsible for Contact Center Project Implementation, configuration and administration of VoIP Infrastructure in remote sites with MPLS Technology

São Paulo Area, Brazil

• Worked as Service Desk Level 2 and provided technical assistance and support for Contact Center customers, installed and configured local IT infrastructure including IP phones, servers, network cabling and workstations• Oversaw local IT infrastructure including servers, security, networking, storage systems and desktop; conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support• Active Directory Administration (user accounts… Show more • Worked as Service Desk Level 2 and provided technical assistance and support for Contact Center customers, installed and configured local IT infrastructure including IP phones, servers, network cabling and workstations• Oversaw local IT infrastructure including servers, security, networking, storage systems and desktop; conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support• Active Directory Administration (user accounts, network shares, profiles, domains, etc.)• Avaya PBX Support including call flow configuration, IVR and CTI Integration• Working with a proactive problem-solving skill, analysing and attacking the root cause of the major recurrent problems, was able to contributed for a decreasing in opened tickets by 30% and reduced tickets SLA Show less

College Diploma, Computer/Information Technology Administration And Management

Computer Systems Networking

Diploma, System, Networking, And Lan/Wan Management/Manager

Managing Internet Environments and Computer Networks

Computing Technician, Computer/Information Technology Administration And Management, Technician