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Sara Pigeon
309 E 128thDr.Thornton ,
Colorado 80001
Home 720-949-1230 • Cell 303-995-9876
pigeonsara@yahoo.com
Summary
of Qualifications
·
Engineer
levelexpert understanding of PBX and soft switch, administration,
provisioning, installation and hardware maintenance, SIP, VoIP, TDM and POTS,
Specialized in Avaya / Enterprise.
·
Over8
years experience in Tier 2 and Tier 3 nationwide telecom technical support for
Fortune 500 companies, government and emergency services, achieved 85%+ trouble
resolved remotely.
·
Demonstrated
record ofhigh performance achievement, including
exceptional customer service, perfect attendance, strong teamwork, escalation
resolution, top ticket quality and high volume transactions.
·
Over16
years of experience in computer operations, networking, assembly, and
maintenance. Savvy in all forms of cellular,
video, voice, chat, text, social media, streaming media and IM communications.
·
Extensive
expertise in all phases of customer service,
sales, technical support, billing and collections.
·
Self-starting, goal-oriented,
scientifically minded, strategist and tactician, whose confidence, perseverance
and vision promote success.Excelled where others could not, promoted often.
Certifications
Avaya
CertifiedSpecialist, ACA, ACS, PBX feature
administration and programming, PBX installation and maintenance, TCP/IP,
T1/DS1, ISDN, VoIP, SIP, DSL, frame relay and dozens of certificates in
telephony, networking, wireless communications and computer security. Coursework
completed on CCNA Voice and A+.
Experience
Skype
/ IBM / Staffing Agency Boulder , Colorado
Skype
Connect SIP Tier 3 Technical Support Lead Engineer 06/10
to 07/11
·
Lead
team of technicians in performing SIP Trunking installation and maintenance for
PBX,Gateway, SBC, ATA, Softswitch, Softphone ALL Manufacturers and
all RFC 3261 devices.
·
Primary troubleshooting tools,
ACME Packets 2600 / NN-OSE, Bria, Wireshark, Putty, Lab equipment.
·
Performed
all managerial duties, including, coaching, hiring, training, mentoring and
disciplinary. Policy creation and enforcement for attendance, business
continuity planning, IT resource utilization & security.
·
Developed knowledgebase and
training for over 100 different manufacturers PBX / switches including, Cisco,
Nortel, Digium Asterisk, Jazinga, Audio Codes, 3CX, BroadSoft, NEC,
Grandstream, VoSky, LG-Ericcson, www.freepbx.org/, Zaplee, FreeSwitch, and many
more.
·
Functioned
as escalation point for PBXand CPE related issues,
worked on complex or chronic issues, proactively monitored and worked all
escalations to ensure minimal customer impact.
·
Mentored
and trained extensively on Web based Skype Manager, Skype for Enterprise, Skype
for Business and Skype Connect (SIP) products. Other tools used Jira, nGenera, Lotus Notes,
MS Office.
Avaya
Inc. Highlands
Ranch, Colorado
System
Support Specialist / Tier 2 Technician and Tier 3 Engineer 07/07 to 04/10
·
Complex
PBX Switch software administration and
hardware maintenance skills.
·
Specialized
inDefinity, Merlin, Magix and Partner phone systems,
knowledge of Spirit, 1A &Comkey.
·
Detail-oriented
troubleshooting and rapid problem solving for complex PBX, Voicemail and CMS
issues.
·
Performed
Tier 3 Engineer for multiple legacy product lines, certified to work on all
product lines.
·
AdministeredACD,
hunt groups, queue's, coverage paths, vectors, VDN's, ARS, announcements, dial
plans, class of service, class of restriction, feature access codes, Time of
day routing, Night service, remote access permissions, stations, trunks and
much more.
·
Troubleshooting
of trunks, T1, ISDN, DID's, POTS, circuit packs, alarms,
UPS, attendant consoles, administration terminals and a wide variety of digital
and analog phone stations.
·
Expertly
supported Avaya and LEC Field techs instructing them on how to isolate and
resolve circuit, switch and phone issues.
·
Currently
studying to obtain my CCNA and have studied current VOIP technical training inaddition
to my Avaya and Qwest VOIP training, have also read Cisco VOIP fundamentals
course book.
Covad
Communications Denver , Colorado
Tier
2 Repair Technician 02/07
to 07/07
·
Quickly
learned troubleshooting and system skills to become a top office performer.
·
Problem
isolation and resolution for layers 1-3 of the OSI Model, Physical, Data and
Network.
·
Testing
knowledge of DS1, DS3, DS0, ISDN / IDSL, SDSL, ADSL and POTS circuits.
·
Configuration
ofATM, Frame Relay, TCP/IP, routing protocols, PPP and IP addressing.
·
CPE
setup and diagnostic for Cisco, ENI, Siemens, Netopia routers and Paradyne
CSU/DSU's.
·
Router
Script LAN/WAN IP and optioning customization, firmware updates,
reports and statistics evaluation for troubleshooting of Cisco and other top
manufacturers' routers.
·
Co-op
testing with ILEC field and CO techs, NOC techs, Trans techs and Field service
techs.
·
Supported
field techs instructing them in how toconduct
testing configured router scripts for techs and served a source of knowledge
for any work related questions they had.
·
Gained
experience with DSLAM's,Cisco BPX Data switches,
Radius, Backhauls, DS3 and OCX fundamentals.
·
Worked
cooperatively with LEC, ILEC, CLEC, DLEC, ISP and end users to achieve
resolutions.
Qwest
Executive Office Denver , Colorado
Channel
Support Manager6/05 to 12/06
·
Earned
the top office achievement"Applause" award 16
times in an 18 month period.
·
Consistently
performed 40-80% above company standardsearned
nickname "The Machine".
·
Became
a master ofsystems, processes, regulations, tariffs
and all things rule or method based.
·
Prevented
over $200,000 in revenue lossesvia careful
investigations and prudent adjustments.
·
Exceptional
skills in handlingcustomer complaints, escalated
issues and de-escalating irate calls.
·
Responsiblefor
mentoring and coaching thousands of representatives on help desk calls.
·
Achieved
mastery of telecommunications billing and product offeringsand
their functionality.
·
Facilitated
continuous, positive business improvement by providing feedback to supervisors,
training and process teams.
Qwest Denver , Colorado
Sales
and Service Consultant 1/03
to 6/05
·
Sold
entire line of Qwest products including features, DSL,
VoIP, PCS, DTV, LD and CPE.
·
Consistently
exceeded all companysales and quality assurance
objectives by up to 230%.
·
Mastery
of PSTN features, their interactions and availability per switch type DMS (10
to 500) and 5E.
·
Extensive
LNP experience porting numbers to landlines, voicemail
and cell phones.
·
Ability
to multitask over 40 software applications at once,
mastering the majority of them.
·
Successfully
conducted one-call resolutions in order to maintain customer satisfaction.
·
Promoted
to DSL SME for all high speed internet inquiries,
provisioning and product expertise.
·
Maintained
and monitored DSL internet traffic in Lucent Stinger, Cisco and ALCATEL DSLAMs.
Also provided escalated technical support for upset DSL subscribers.
Lucent/Avaya Westminster,
Colorado
Systems
Support Specialist 8/1998
to 05/2001
·
Matching responsibilities as
later experience in same job title, Definityalone was supported at this time.
Education
University
of ColoradoDenver, Colorado
Bachelor
of Arts in Sociology with an Anthropology Minor(1 Semester Remaining)anticipated
graduation 2012
Pursuing
long term goal of achieving a PHD with focus and interests in technology
(telecommunications and internet) and regulatory based solutions to humanities
many and varied issues.
Cisco
Networking Academy Online
1
Semester of coursework for CCNA Voice and A+2010 and self-studies in 2011
Front
Range Community College.Westminster ,
Colorado
Two
years of working towards Associate of Science in Computer Science 2007 (No
Degree Obtained)
Harvard
Business SchoolOnline
Leadership,
Business Management, and Strategy course work
2007
Similar
coursework done at IBM with their internal program for management development.
Northglenn
High School, Northglenn, Colorado
Graduated and earned a High School Diploma
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