Summary
Overview
Work History
Education
Skills
Non Related Experience
Timeline
Generic

ERIC YOUNG

McKinney,TX

Summary

Technologically-savvy professional with proven customer service, time management, and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.

Overview

10
10
years of professional experience

Work History

tier 2 Advanced Support Engineer

Ring Central
Dallas, TX
07.2024 - Current
  • Diagnose and resolve complex technical issues related to RingCentral's Unified Communications (UC) platform, including VoIP (SIP, RTP, QoS, codecs), networking (LAN/WAN, routers, firewalls, switches, TCP/IP, DNS), and integrated systems.
  • Communicate technical information clearly and empathetically to both technical and non-technical audiences, including executives and end users.
  • Collaborate with internal departments (e.g., product development, engineering, and services) to expedite the resolution of highly complex issues.
  • Help develop and maintain customer-facing and internal knowledge base articles, and documentation.
  • Strong understanding of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions.
  • RingCentral is a leading provider of cloud-based communications and collaboration solutions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.

Remote Installation technician

Spectrum VoIP
Plano, TX
11.2023 - 07.2024
  • Assist and manage the installation of Spectrum’s VoIP services and hardware for new clients throughout the country.
  • Assist contracted third-party premises technicians who are sent to the client’s site to physically install our phone service and equipment via phone call, remote sessions, or using VPNs.
  • Build the client’s domain using our CRM (Salesforce), coordinating with the third-party premises technician via Field Nation to arrive at the client’s site in a timely manner, investigating the client’s current network/configurations so that network conditions can either be duplicated with our equipment or to see if more equipment is needed to ensure that the network is in perfect order.
  • Configure the ISP’s modem to allow the use of Spectrum VoIP’s Mikrotik router.
  • Configure the Mikrotik to adapt to the client’s previous network settings, such as Firewall/NAT rules, port forwarding rules, VLANs, static IPs, access control rules, DHCP settings, and Wi-Fi.
  • Notate the details of the remote installation with precise notes and time stamps to explain all that was accomplished during the installation for future reference.
  • Assessed customer needs and recommended appropriate products or services.

Technical Support Specialist

Spectrum VoIP
Plano, TX
11.2021 - 11.2023
  • Successfully resolved an average of 50 technical support tickets per day, maintaining a 95% customer satisfaction rating.
  • Developed and implemented a new troubleshooting process, reducing the average resolution time by 30%.
  • Created and delivered training materials for new hires, resulting in a 50% reduction in onboarding time.
  • Led a team of technical support specialists in implementing a new customer relationship management (CRM) system, resulting in improved efficiency and accuracy in ticket management.
  • Collaborated with cross-functional teams to identify and resolve recurring technical issues, resulting in a 25% reduction in ticket volume.
  • Provided technical support for VoIP services to enhance customer experience.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Handled customer service issues by providing guidance or escalating for advanced support.

Tier 1 Technical Support

TEKsystems/Quest Diagnostics
Plano, Texas
01.2020 - 11.2021
  • Received recognition for outstanding customer service, resolving a complex technical issue that had been open for over a month, resulting in a satisfied customer, and positive feedback.
  • Implemented a proactive monitoring system, identifying and resolving potential issues before they impacted customers, reducing downtime by 15%.
  • Successfully upgraded and migrated a company's entire network infrastructure, minimizing downtime, and ensuring seamless operations.
  • Developed and delivered technical training sessions for new hires, resulting in a 25% decrease in onboarding time.
  • Collect and analyze data to detect deficient controls, duplicated effort, extravagance, fraud, or non-compliance with laws, regulations, and management policies.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Identified needs of customers promptly and efficiently.

IT Technician

Fujitsu America Inc
Dallas, TX
09.2019 - 04.2020
  • Developed and executed a comprehensive cybersecurity strategy, resulting in zero security breaches, and ensuring the protection of sensitive company data.
  • Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
  • Troubleshoot program and system malfunctions to restore normal functioning.
  • Expand or modify the system to serve new purposes, or improve workflow.
  • Collected, analyzed and reported on data for use in operational planning.
  • Performed remote troubleshooting sessions with customers using virtual tools such as TeamViewer or LogMeIn.
  • Assisted customers with installation and configuration of software products.

Premise Technician

AT&T
Dallas
10.2015 - 04.2020
  • Responsible for installing/repairing ATT U-verse and Directv digital television, internet and VoIP services for residential and business customers.
  • Efficient with installing/repairing low voltage wiring including Cat5, Cat6, coaxial cable, and fiber optics for residential home and business locations
  • Installed, activated, upgrade/downgrade, configured, customized, diagnose/troubleshoot, repair and replace ATT/Direct tv home video equipment, home entertainment gateways, home and business networks, and Wi-Fi equipment.
  • Install/configure wireless B/G/N/AC routers, layer 1, layer 2, and layer 3 switches and hubs to maximize efficiency of LAN and wireless LAN
  • Analyze service issues and report outages

Education

HS Diploma -

Plano East Senior High

Certificate in Information Technology - Network Security

American Business Technology University

Coax Ethernet and Fiber Optics -

ATT Premise Technician Training

Skills

  • VoIP troubleshooting
  • Network configuration
  • Unified Communications
  • Technical documentation
  • Remote support
  • Customer satisfaction
  • Analytical
  • Efficient
  • Microsoft Office
  • Great organizational skills

Non Related Experience

  • Customer Service Rep, Nerium International
  • Benefit Specialist, Medco Health Solution
  • Aircraft and Engine Production Management, US Air Force

Timeline

tier 2 Advanced Support Engineer

Ring Central
07.2024 - Current

Remote Installation technician

Spectrum VoIP
11.2023 - 07.2024

Technical Support Specialist

Spectrum VoIP
11.2021 - 11.2023

Tier 1 Technical Support

TEKsystems/Quest Diagnostics
01.2020 - 11.2021

IT Technician

Fujitsu America Inc
09.2019 - 04.2020

Premise Technician

AT&T
10.2015 - 04.2020

HS Diploma -

Plano East Senior High

Certificate in Information Technology - Network Security

American Business Technology University

Coax Ethernet and Fiber Optics -

ATT Premise Technician Training

Similar Profiles

CREATE PROFILE