Experience

Avotus Corporation

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Telecom Engineer

  • Feb 2009 - Present

  • Interaction with client and understanding their problem related to phone or voice mail then troubleshooting by Logging into the PBXs (Nortel Meridian Option 11c, 61c, 81c and BCM) and Voice Mail systems (Call Pilot or Meridian Mail) system by making configuration level changes as per customer’s requirements. • Take ownership of customer support escalations and respond effectively from phone/email . • Management of DID range across the customer’s organization and maintaining the system inventory and updating any change related to the phone or voice mail. • Vendor management for any onsite change request or new hardware installation. • Coordination with service provider for major service level changes related to DID series or PRI line. • Provide follow-through on all cases as needed and ensure that customers’ requirements have been met. • Organize and maintain resources, processes, and all other relevant information to constantly provide complete and accurate responses to customers. • Help develop and maintain an internal knowledge management database to ease operation within the team and achieve consistency in service delivery. Show less