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Telephone Systems Administrator Resume Example

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TELEPHONE SYSTEMS ADMINISTRATOR
Professional Summary

Experienced System Administrator with a background in Information technology. Focused on performance optimization and technical improvements with understanding of cost-effective decision making and usability.

Genesys ICCS certified with over 10 years in large-scale distributed network environments.

Progressive experience marked by continuous contributions above and beyond requirements. Resourceful and consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making.

Determined to deliver best technical solutions to meet functional and business requirements. Diligent troubleshooter, with strong communication skills and the ability to interact effectively with employees and departments various IT environments. Flexible with positive work attitude focused on producing results under tight deadlines.

Skills
  • System upgrades
  • Program installations
  • Performance Analysis
  • Technical Analysis
  • Infrastructure planning
  • Multi-tasking abilities
  • Team Building
  • Analytical skills
  • Good listening skills
  • Cultural awareness
  • Troubleshooting
  • Interpersonal Communication
  • Training & Development
Work History
Telephone Systems Administrator08/2013 to Current
NorthWestern Energy – Butte, MT
  • Genesys platform administrator-responsible for continuous improvement, monitoring, maintenance and quality assurance of the contact center IVR. Real time monitoring, implementation and support of IVR /Systems integration projects that meet established specifications, design criteria, quality standards and business requirements in a team environment.
  • Monitored telephony and IVR devices to resolve technical problems quickly.
  • Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
  • Implemented, developed and tested installation and update of telephony equipment and the Genesys IVR environment company wide.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Creating, editing and maintaining IVR call flows .
  • Training end users on locally installed applications for both telephony and the IVR.
  • Remote multi state support for the company contact center to include troubleshooting telephone issues, call flow issues, custom recording issues, local installations of software, and user applications.
  • Coordinated and maintained vendor contracts for T1 circuits, POTS lines and other telephony and network infrastructure.
  • Creating, documenting and updating system processes.
IT Technician10/2007 to 08/2013
PPL Montana – Colstrip, MT
  • Delivered technology training to team members and end-users, enhancing knowledgebase and team productivity.
  • Managed system-wide operating system and software deployments, as well as related software upgrade problems.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Established, repaired and optimized networks by installing structured wiring, cabling and devices.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
  • Answered and triaged requests and tickets for assistance in order to provide top-notch support, averaging 50 trouble tickets a month.
  • Planned, coordinated and implemented outage offices for onsite vendors and control room operators.

IT Analyst06/2003 to 10/2007
Lame Deer Public Schools – Lame Deer, MT
  • Boosted information sharing by enhancing interfaces between computer systems.
  • Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Evaluated and adopted new technologies to address changing industry needs including bio-metric scanning for the student lunch program.
  • Oversaw installation of software programs and hardware systems to meet federal, state and local requirements.
  • Planned and conceived computer systems using information engineering, data modeling and structured analysis.
  • Investigated and addressed computer and server issues to enhance usability and improve functionality.
  • Managed SIS for the district including SIS software upgrades, creating custom reports, staff training, state audits, and data mining.
  • Helped improve state and federal reporting by showing clear connection between current policies and business results.
  • Documented procedures and business processes and shared information with appropriate stakeholders.
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes.
Education
Bachelor of Science: Business Administration With MIS Minor12/2009Montana State University - Billings- Billings, MT
Associate of Applied Science: Business Management05/2004Chief Dull Knife College- Lame Deer, MT
Certifications
  • Genesys ICCS Certified
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Resume Overview

Companies Worked For:

  • NorthWestern Energy
  • PPL Montana
  • Lame Deer Public Schools

School Attended

  • Montana State University - Billings
  • Chief Dull Knife College

Job Titles Held:

  • Telephone Systems Administrator
  • IT Technician
  • IT Analyst

Degrees

  • Bachelor of Science : Business Administration With MIS Minor 12/2009
    Associate of Applied Science : Business Management 05/2004

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