Ensured adherence to 2nd quarter project budget and assisted fellow team member in completing project task on schedule by conducting meetings for other project elements, creating/distributing team meeting notes, and learning / completing project invoicing.
Troubleshooter network issues between servers, and telecommunication networks included firewalls.
Supported client's nightly change management process by maintaining and gathering information to oversee change management call during maintenance window.
Delivered quality customer service and identified real-time issues involving incorrect call routing and dropped calls by attending outage calls with client and vendors including Avaya products.
Enhanced project efficiencies and process flows by maintaining client / vendor change management process database and utilizing Dropbox website as single point of contact for technical documents.
AT&T Inc.- IT Application Developer Hoffman Estates, IL01/2007 - 01/2012
Performed as tier 3 on-call 24x7 support for all severity level 1 production issues, ensuring CTI component reliability and availability.
Investigated issues and documented in database for future use.
Created alarms and procedures identifying issues in advance of future outages.
Analyzed, investigated and identifying root cause of outages and report to internal customers.
Developed requirements for and performing user acceptance testing on Avaya switches and phones.
Improved staff efficiencies and internal communication through creating / closing production trouble and change management tickets, ensuring team members and management awareness of issues for future problem resolutions.
Installed, configured, and managed CTI / Genesys Framework, Management layer, Genesys Historical / Real-Time Reporting and CTI Genesys Routing enterprise products using Unix and SQL.
Provided IP addresses for firewall provisioning and external route points across different networks, ensuring call paths correctly transferred.
Minimized downtime and saved costs of server reductions by migrating applications from Window servers to Unix servers and upgrading software applications.
Supported error-free production releases by creating test plans/manuals for new software lab validation/production and running automated testing tools.
Provided support and consulting to internal developers and customers for both production and lab environment with Unix and Window servers.
AT&T Long Distance- Solutions Specialist Rosemont, IL01/2003 - 01/2007
Maintained service levels of 80% or higher by managing inbound / outbound customers calls regarding service information, service establishment, and toll-free service maintenance and billing issues.
Oversaw escalated customer calls and monitored service levels as acting manager during weekly management staff meetings.
Retained paying customers by providing timely resolution to clients experiencing call routing issues.
Increased call center efficiencies and standardized process documents in collaboration with sales teams, project managers, and leadership on special projects.
Trained peers and managers on new methods and informed of new plans were available to the customers.
Created small tables using SQL to continue learning new skills.
Provided informal new employee training and led team building / focus groups, ensuring continued call center operations success.
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Companies Worked For:
Indian Prairie School District 204
AT&T Long Distance
Grambling State University
Job Titles Held:
IT Application Developer
MS : Cybersecurity MS : Telecommunication Systems BS : Computer Science
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