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Mik-ko Hanks
Atlanta, GA
currently: Job hunting
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Work history
Tier 2 SIP Engineer
tags:
sip pbx cisco linksys polycom
How would you describe your time at Vocalocity?
My responsibilities include but are not limited to set up and configuration of voicemail, auto attendant ,provisioning of VoIP devices
Provide 2nd level support to Small to medium sized business customers via phone, email, instant message, Remote Desktop and fax in support of VoIP network and phones, infrastructure hardware/software, equipment and network
Opened, maintained and close trouble-tickets for all incoming customer requests
Facilitated the opening, trouble-shooting, and closure of VoIP and IP network trouble-tickets with 3rd party carriers in support of Vocalocity customer issues
Configuration of VoIP phones, soft phones, teleconference boxes and other network devices
while Demonstrating the highest level of professionalism and customer support
Demonstrated knowledge of SIP networks and VoIP routing methodologies, Demonstrated knowledge of VLAN configurations exhibited Strong customer service and organizational skills
Demonstrated ability to work independently and exercise good judgment
posses Strong project management skills, detailed oriented and ability to handle multiple tasks
unparalleled problem solving and consultative skills and ability to quickly and efficiently adapt in a fast paced work environment...
Tier 1 Tech Support/Noc
tags:
dns
• email
• web hosting mobile
• voip
• sip
• t-1
• cisco
How would you describe your time at cbeyond communications?
Maintained ACD availability to answer all incoming customer calls in queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives. Resolved routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant,VPN, ,MobileWireless, Dns andWeb Hosting, and browser configurations. Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS,SIP Analog telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times. Responsible for handling customer calls with a positive problem-solving attitude. Properly documented in OSS system call purpose and resolution. Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification. Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources such as Cbeyond Online and the Knowledgebase to resolve customer troubles. Actively participate in training classes for new products and services. Consulted with Tier II or supervisor as needed for problem resolutions. Perform additional duties such as; data analysis, project management, reporting. Provided input for troubleshooting scripts and diagnostic tools Cisco Router Troubleshooting...
Tier 2 Technical Support
tags:
help desk analyst tech suppor...
How would you describe your time at Verso Technologies?
My responsibilities include but are not limited to: Provide level 2 inbound and outbound technical support/ customer service for the hospitality industry. Provide support to clients via emails, chats and ticketing systems. Configure, manage, and support internet routers, gateways, and servers. Configure and Troubleshoot VPN connection issues Configure, manage, and support WAPS and Switches. Provide Wireless, Ethernet, DSL, Cable and Dialup technical support Work in a fast-paced call center environment Identifying/isolating reported problems with hotel and end-user hardware or software Resolve issues that are not limited to installations, configurations of product/hardware software. Manage proprietary Company built outage board and bulletin board. Perform escalation audits and QA?s. Manage and Update Training Manual for certain clients. Assist and provide training for new clients. Provide customer service and technical assist to level 1, account managers, supervisors, and vendors/clients. Take, control, and resolve complicated situations/issues with escalated tickets Act as Acting Supervisor when needed. Also perform Level 1 related duties when needed. Provided Mentoring and coaching for level 1 agents...
Master Tech
tags:
cable & satellite
• dsl
• winxp
• osx
• broadband internet access
How would you describe your time at Earthlink?
Worked in a team of 10 technical support professionals covering 50 states Responsible for over 5 million individual and cooperate accounts Handled calls pertaining to Earthlink?s high speed product line including Cable modern, and ADSL technologies Resolved issues using my problem-solving skills in accordance with the company policy Assisted the Broadband Support Team with account maintenance and set-up Participated in several special project dealing the planning and implementation Educated customers with technology question and concern Customized networks solution to fit customer?s requirement Delivered an unmatched level of quality and assisted in network validations -...
Military Police
tags:
military police
• law enforcement
• air base ground defense
• mp
• air force
• usaf
How would you describe your time at United States Air Force?
Provided armed security response to restricted and controlled areas Served as information liaison for air force and to the public Assisted Air Base Ground Defense for DOD installations Responsible for the entry and exit into multi-million dollars space launch Tracked satellite facilities in accordance to the Federal regulations Consulted with assigned military personnel on security issues...
Mik-ko's Network
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Senior Recruiter ...,
Ciber
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