Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• Systems Engineer Level II - Support Services

  • Nov 2014 - Present

  Greater Minneapolis-St. Paul Area - Call Center, Customer Interaction, VoIP, Call Recording, Quality Management, Workforce Management, Workforce Optimization, Speech Analytics, Performance Management • Fielding support cases and escalations via Salesforce CRM - Installing, configuring and administering proprietary and Cisco branded call recording software • Providing support to a wide variety of customer contact center environments • Maintaining and support Cisco branded and proprietary quality… Show more - Call Center, Customer Interaction, VoIP, Call Recording, Quality Management, Workforce Management, Workforce Optimization, Speech Analytics, Performance Management • Fielding support cases and escalations via Salesforce CRM - Installing, configuring and administering proprietary and Cisco branded call recording software • Providing support to a wide variety of customer contact center environments • Maintaining and support Cisco branded and proprietary quality management software • Troubleshooting a wide variety of technical issues including, but not limited to call recording, networking, Microsoft SQL database maintenance, Microsoft Server, Active Directory, Cisco Unified Call Manager, Citrix Server and Terminal Services • Gained proficiency in Microsoft Server and SQL • Diagnosing networking issues via Wireshark, Telnet, Tracerouute, Ping and various other networking protocol • Diagnosing quality management issues via trace logging • Diagnosing call recording issues via Webex remote meeting • New server instance installation and configuration • Coordinating and collaborating with end users and IT professionals in a timely manner • Responding to high severity issues to ensure service level charters are met and maintained Show less



ABILITY Network

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Specialist III - Escalations - Strategic Partner/Vendor Accounts

  • Jun 2011 - Oct 2014

  Minneapolis, MN - Working with new customers in the development of new accounts and the implementation of new systems - Remotely install server and web-based software via SSH - Upgrade Linux-based OS on servers currently in the field - Support wide area of customer computer knowledge - Assist customer with installs of Digital Certificates and ABILITY software - Respond to escalated tickets from internal and external departments - Assisting in training new employees with customer support and… Show more - Working with new customers in the development of new accounts and the implementation of new systems - Remotely install server and web-based software via SSH - Upgrade Linux-based OS on servers currently in the field - Support wide area of customer computer knowledge - Assist customer with installs of Digital Certificates and ABILITY software - Respond to escalated tickets from internal and external departments - Assisting in training new employees with customer support and desktop application support - Experience using Microsoft Customer Relationship Management(CRM) ticketing system - Provide support to sales team, ensuring all sales and service objectives were met - Supported mission-critical applications and services for large healthcare systems - Performed remote server management for virtual and physical Linux implementations - System monitoring - New server instance installation and configuration - Log monitoring - Monitored scheduled task completion - EDI exchanges - File archival and integrity - Collaborated with client IS managers to identify and resolve advanced networking issues - Helped troubleshoot Java GUIs for use in ANSI X12 EDI billing - Attained a high-level of proficiency in Red Hat Linux and SQL environments Show less