Jeff Crampton

Support Services Manager at Calabrio, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Minneapolis-St. Paul Area

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5.0

/5.0
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Rodney Dybedahl

I have known Jeff for many years and have worked with him as a colleague and also as a customer. He is a very knowledgeable individual. He works hard to make sure he will get the situation handled to the best of his ability. He is a very dedicated person to the company he is working for. His ability to provide very detail orientated solutions to very complex problems makes him stand out in a crowd. He will get the job done no matter what he has to do to find the answers. He has the ability and the resources to work on a large number of products including voice and data issues. He is a very personable individual which allows him to interface with many customers very well. I am sure he would be a great asset to any company he will work for. I wish him the best in his future endeavors..

Gary Barnard

Jeff is a great asset with a demonstrated ability to resolve technical issues. I found his attention to detail and memory of known issues a great resource. I worked with Jeff over several years supporting Nortel enterprise messaging applications for Black Box Network Services.

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Credentials

  • Managing a Multigenerational Workforce
    LinkedIn
    Sep, 2020
    - Nov, 2024
  • CompTIA A+
    -
  • Meridian1 Opt 11-81 Installation and Maint
    -
  • NCSE - CallPilot 4.0 Unified Messaging
    -
  • NCSE CallPilot 5.0
    -
  • NCSS - BCM Install & Maint
    -
  • NCSS - CallPilot Admin
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  • NCSS - Sumposium Tech Support
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  • NCSS - Symposium Application Developer
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  • NCSS - Symposium Install & Maint
    -
  • NCTS - Technology Specialist
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  • Norstar Installatin and Maint
    -

Experience

    • United States
    • Software Development
    • 400 - 500 Employee
    • Support Services Manager
      • May 2020 - Present

      I manage a 12 person software support team working on Calabrio's Work Force Management application. We've been able to stay below the expected metrics for the past two years. I am a firm believer in education, training and common sense support.

    • Support Escalation Manager
      • Nov 2015 - May 2020

  • Calabrio
    • Minneapolis, Minnesota
    • Level 2 Technical Assistance Engineer
      • Nov 2013 - May 2020

      I provide advanced level Technical Support for Calabrio products including Quality Management, Workforce Management, Cisco Agent Desktop and Analytics products. I provide advanced level Technical Support for Calabrio products including Quality Management, Workforce Management, Cisco Agent Desktop and Analytics products.

    • United States
    • IT Services and IT Consulting
    • 300 - 400 Employee
    • Tier II Technical Account Manager
      • Jun 2010 - Nov 2013

      Regularly provide remote technical support and assistance to customers with Cisco Call Center equipment including Cisco ICM/UCM/CAD/CIM. Successfully provide technical supported for deployment personnel on other Cisco products including CIM/UCCE/UCCX/UCM. Well versed in using Event Logs, Cisco Logs and SQL database queries to determine root cause analysis for customers. Provide installation and Administration support for on Calabrio WFO - QM/WFM. Regularly provide remote technical support and assistance to customers with Cisco Call Center equipment including Cisco ICM/UCM/CAD/CIM. Successfully provide technical supported for deployment personnel on other Cisco products including CIM/UCCE/UCCX/UCM. Well versed in using Event Logs, Cisco Logs and SQL database queries to determine root cause analysis for customers. Provide installation and Administration support for on Calabrio WFO - QM/WFM.

    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Technical Support Engineer
      • Apr 2004 - Feb 2010

      Provided level 2 and level 3 technical expertise for internal and external customers. Support personnel on Nortel Applications including CCM products, Symposium, SIP CC, CallPilot / Meridian Mail, CS1000, Nortel M1 PBX, BCM and Norstar. Acted as the technical support interface with Manufacturer TAC organization at all levels of expertise. Led engineering and problem resolution practices used by field technicians for more complex products and applications. Remotely assessed situation and troubleshoot customer hardware / software applications, document proper Scope of Work for field technicians. Enabled technician to go to site fully prepared completing job. Traveled to multiple Customer sites to supervise technicians directly on complex installations and configurations. Ensured on time completion and customer satisfaction. Performed advanced / complex service and MAC requests remotely. Saved hundreds of customers valuable time and company thousands of dollars in costly field resources. Mentored and trained Tier 1 support personnel on application servers and tools, resources, and products. Saving the company thousands of dollars in training costs and travel time for Tier 1 Engineers. Show less

    • Applications Integration Engineer
      • Jan 2001 - Jan 2004

      Worked with customer IT Departments to design and implement networking integration solutions for Nortel Meridian SL1, Meridian Mail, Symposium Call Center Servers, CallPilot Servers, and Voice Over IP communications. Managed Contact Center and PBX installation projects from the engineering to completion and acceptance. Resolved conflicts within networks and assured understanding of Contact Center data and networking requirements. Traveled to Customer site, set up and installed VOIP Call Center Solutions on multiple network platforms working with developers and multiple vendors including Cisco and Nortel with setup and installing. Managed Contact Center installations ensuring proper CTI/IVR integration and customer satisfaction Trained Customer Supervisors and Administrators on system administration and reports including basic Crystal Reports integration. Assured customer satisfaction with installation and functionality of Contact Center after the installation. Show less

    • Technical Services Engineer
      • Feb 2000 - Apr 2001

      Provided technical assistance to technicians on Cisco AVVID, Nortel Core products and Applications, including Meridian Mail, CallPilot, Symposium Call Center Servers, and Internet Telephony Gateway Products. Researched and recommended system solutions for sales and assisted during proposals/demos. Project Managed large installations and coordinate communications with customers Provided remote and onsite technical support for customers nationwide. Designed and implemented complex customer requirements for converging PBX and Voice Mail systems, VoIP product installations, Voice Messaging Networks such as ESN, AMIS and VPIM. Show less

    • Senior Technician
      • Sep 1998 - Feb 2000

      Provided detailed and complex customer service on a variety of voice and data systems.  Installation and Maintenance of Nortel Networks products such as Meridian SL1, Meridian Mail, Norstar, Symposium, CallPilot, ITG, Succession, and Octel Voice Mail Systems and Cisco AVVID/Unity. Provided Move, Add and Change services for a variety of customers ranging from small offices to very large corporations. Led the team of technicians that completed all local data services installations.

    • United States
    • Higher Education
    • 700 & Above Employee
    • Manager of Network Hardware
      • Jan 1988 - Jan 1998

      Manager, Network Hardware Installed and Maintained over 1200 computers including IBM compatibles from various manufacturers including Dell, Gateway, Compaq, Macintosh, SUN, and AT&T and all related peripheral equipment. Managed architects and contractor's installation and implementation of telephone and network wiring during construction and remodeling projects. Installed and maintained campus network consisting of 7 Novell Netware 4.1 fileservers, several generations of CISCO routers, over 100 hubs and switches from Cisco, Cabletron, and 3COM all spread over 55 acres, 29 buildings connected over a fiber backbone. Resulted in connecting over 1,000 Student, Staff and Faculty to campus network. Managed installation of new campus cable infrastructure including 5000 pairs of voice copper, 177 pairs of multimode fiber, 35 pairs of singlemode fiber and the video network. Wrote "Small Campus Wiring Standard" which several colleges in the Twin Cities and outside of area used when developing campus networks. Provided maintenance and "move, adds and changes" to campus's two phones systems Nortel Meridian SL-1 Option 61c and Option 11c and Octel 250 voice mail system. Reducing the Maintenance costs to the Institution by half. Show less

Education

  • US Navy A School Advanced Electronics
    Advanced Electronics
    1976 - 1977

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