Debra Upton
Technical Support Specialist
Arab,AL
Summary
A hardworking and customer-centric technical support professional specializing in the telecommunications sector, with extensive experience in customer service, hardware/software management, installations, end user support, quality assurance, voice/network services, and help desk operations. Established capabilities in management and leadership to effectively train support teams, develop support documentation, and achieve customer needs. Proven capabilities in troubleshooting technical issues across multiple systems and applications for customers. A resourceful and dependable producer who elevates customer technology experiences, services, and support.
Work History
Technical Support Specialist
Windstream Communications
Arab, Alabama
02.2004 - 06.2020
Created and maintained accurate customer databases on SharePoint
Listened, lelearned, and acknowledged the context of each customer's pain points to deliver the right solution for their unique requirements.
Extensive knowledge in the provisioning of line and trunk products in TDM and VoIP switches, including DMS500, Lucent 5ESS, and Metaswitch platforms Experienced in multiple order and technical systems such as Metasolv, NGMSS, SAD,
Education
High School Diploma -
05.1992
Skills
- Software: Microsoft Office Suite, Remedy, SharePoint, AS/400, Jira, Outlook System Components: Auto Attendants, Virtual Call Routers, MADN Proficient in all MS Office applications
- VOIP Phones: Mitel, Polycom, Aastra
- Time Management
- Trouble shooting
- Critical thinking
- Customer service
- Transferable skills
- Active listening
- Time management
- Interpersonal skills
- Relationship development
- MS Office
- Project organization
- Application support
Volunteer Work
Relay for Life Fundraising
Walk/Run for Saint Jude's
Food collection for local community house
Timeline
Technical Support Specialist - Windstream Communications
02.2004 - 06.2020
Arab High School - High School Diploma,
Similar Profiles
Jason EddyJason Eddy
Customer Service Technician at Windstream CommunicationsCustomer Service Technician at Windstream Communications
Mark B. ShimalaMark B. Shimala
Senior Engineer - CLEC OSP at Windstream CommunicationsSenior Engineer - CLEC OSP at Windstream Communications
Sergey NovakSergey Novak
Telecommunications Field Technician at Windstream CommunicationsTelecommunications Field Technician at Windstream Communications
Mark JohnsonMark Johnson
Senior IT Business Consultant (Scrum Master) at Windstream CommunicationsSenior IT Business Consultant (Scrum Master) at Windstream Communications
Zoie MaddenZoie Madden
Pro Shop Attendant at Eagle's Nest Golf CoursePro Shop Attendant at Eagle's Nest Golf Course