Zeph Mayer Email & Phone Number

Rochester, New York, United States

Rochester, New York Metropolitan Area

• Managed portfolios of 25 - 40+ Enterprise and 200 - 1000+ SMB accounts over ~$3 - 4M+ ARR, respectively.
• Results driven: In the past year, achieved up to 105% net retention and 193% of migration sales goals. Received commissions over 131% of target. Grew 2 accounts from ~$143.5k – $281.5k ARR combined. Renegotiated.
• Data driven: Proactively leveraged CRM tools - Gainsight NXT, Salesforce, other analytical resources, identifying areas of risk / opportunity, prioritizing and engaging clients in need of attention. * Identified a.
• Escalation Management: Coordinated / Collaborated internally, externally, cross-functionally as a client advocate, setting expectations, driving positive outcomes. Interfaced with multiple Mitel / RingCentral groups.
• Conducted compelling demonstrations, up-sell / cross-sell of Mitel products and services. Through Mitel’s partnership, led service migration opportunities developing client interest, to evaluate RingCentral’s MVP.

Rochester, New York, United States

• Orchestrated account reviews and management with consultative selling techniques across a variety of industries, (Government, Healthcare, Finance, Education, Technology, Retail etc.) accommodating client needs and.
• Contributed to an environment of team learning / collaboration through coaching, offering strategic advice, constructive recommendations and resources to assist managing workflow or ambiguous scenarios with colleagues.
• Composed client outreach communication templates, frequently used by the team.

Rochester, New York Area

• Started as the single point of contact for ShoreTel Support on Saturdays for 1.5+ years. Successfully advocated for strategic changes to weekend staffing, prompting management to expand support resources to adapt to.
• Employed analytical problem solving, maintenance / administration of IP phones, endpoints, video / conferencing solutions, cloud infrastructure, LAN, managed routers, (T1 and Ethernet circuits) desktop, mobile.
• Gathered required service trouble details, device / server logs, for initial root cause analysis, finding solutions, coordinating with other teams as necessary, to resolve defects / issues found with urgency.
• Experienced with VoIP technology and integrations, (UC, UCaaS, CCaaS, SaaS) networking terminology including SIP, RTP, QoS, CoS, and codecs.
• Systems used: Salesforce, JIRA, Remedy, SQL, Windows / Linux servers, (WinSCP) Cisco and HP routers / switches, OCOMM, Sansay, (CDR) WireShark and Contact Center management systems.
• Handled complex and escalated cases / special projects, when requested by management.

Rochester, New York Area

• Conducted network grooming activities, including standard trunk group building, full or partial augmentation, deletion tasks with basic trunk testing and verification, (AMA/COT testing).
• Leveraged network analysis tools, traffic reports, VVAM and Secure CRT for direct 5E switch access to verify trunk status and schedule running various commands as necessary. Thereby ensuring no subscriber service.
• Worked with complex network translations, (Trunking & Routing) for TDM Alcatel-Lucent 5ESS, DMS, (Nortel) and Genband, (G9). Familiar with SS7 signaling and some PRI/SIP protocol elements in G9.
• Managed MetaSolve, (M6) Solutions work queue; familiar with the provisioning process within the system.
• Assisted with call testing and compiling results for FCC compliance records in IAS and IRIS, while meeting stringent deadlines.

Rochester, NY

• Testing, preparation of reports/results, repair and refurbishment of new / used telecom equipment, switches, routers, network cards, wireless AP’s, video receivers / transcoders, phones, (ADTRAN, Avaya, Brocade, Calix.
• Worked with both AC and DC electrical equipment and power supplies.
• Offered proactive suggestions and implemented changes to methods and procedures, improving organization and optimizing productivity in the test lab / coordination with other departments.
• Participated in the interview, selection and direction of a suitable intern with management, to assist in the lab.

Rochester, New York Area

• Inbound and outbound calls, messaging and email communication with internal departments and customers.
• Created, worked and closed tickets; monitoring stability and utilization of POTS lines, T1’s, Prime/PRI, T3’s and Ethernet circuits, (including DS1, DS3, OC3-48, GigE and MPLS networks) utilizing various systems.
• Coordinated trouble shooting and network escalations, with the appropriate supplier organizations, departments and Carriers/Vendors, ensuring timely repair of service issues.
• Familiar with various network protocols including, (MPLS, BGP, OSPF, QoS, CoS, VoIP) equipment, (Cisco/Juniper, CPE, MUX, DSLAM, Demarc, WAN, LAN) configurations, (Speed/Duplex, timing, IPv4, IPv6) and how the network.
• Handled complex or escalated cases and other tasks as assigned by management.

Rochester, New York Area

• Inbound and outbound customer service and technical support for business, government, and consumer accounts.
• Effective troubleshooting and experience with a large variety of software and hardware for cellular voice and data devices operating on CDMA - 1XRTT, 3G - EVDO Rev. A / B, 4G - LTE and GSM - UMTS, HSPA+ network.
• Ensured proper network / device provisioning, diagnosis and service management using Alcatel-Lucent, Nortel switching, escalating issues via Remedy ticket system.
• Placed in charge of research and distribution of data product / service information to disseminate new or critical product details to team members.
• Mentored new-hire Customer Service and Tech 1 transition classes.

Niagara Falls, NY

• Resolution team member. Handled escalated phone calls, effectively negotiating with customers to resolve their issues.
• Supported center wide billing reworks/credit queue and completion of personal/team follow-up assignments for customer account management or maintenance.
• Sought out by managers to lead team meetings / briefings. Particularly, when reviewing new and advanced products, devices and services.

Buffalo/Niagara, New York Area

• Handled transport, setup, maintenance and breakdown of staging materials.
• Installed stage lighting/projection systems, electronic and sound production equipment/wiring for various concert venues and events.
• Entrusted with driving trucks, logistical use of loading/lifting and technical equipment as needed to complete assigned tasks.
• Worked both independently and as part of group efforts to ensure timely setup and smooth coordination of several events and concerts, both indoors and outdoors.
• Supported and substituted for sound engineers when necessary.

Bachelor Of Arts (B.A.), Music, Anthropology, Psychology

Activities and Societies: Performed with the SUNY Geneseo Brass Quintet, Wind Ensemble and Orchestra.

Comptia A+ Certification, Comptia A+ Certification, Remote Desktop Support

Regents Diploma With Honors

Activities and Societies: Western New York Youth Wind Ensemble, Greater Buffalo Youth Orchestra, UB College Wind Ensemble, JV and Varsity.