Joshua Skelton
Summary
Competent Telecommunications Technician bringing 20 years of experience installing voice, data and other systems. Expert at software configuration and troubleshooting. Well-organized and resourceful with superior work ethic and attitude.
Overview
24
24
years of professional experience
Work History
Product Quality Assurance
Wanderlust Enterprise LLC
01.2020 - Current
- Oversaw incoming materials flow and provided product quality control.
- Monitored performance measurements to maintain product quality control and record keeping.
Telecommunications Engineer
British Telecom
12.2014 - 01.2020
- Provided prompt troubleshooting and repair services for telecommunications equipment and software on the Avaya and Cisco platforms. These include Avaya Site Administrator, Onex for remote users, CMS Supervisor, Genesis call center strategies, Modular Messaging for voicemail applications.
- Enhanced customer satisfaction with timely resolution of technical issues within the Nice and Verint recording applications.
- Performed routine system tests to identify potential problems before they escalate into larger issues affecting customers'' experiences.
- Responded to service requests during and after business hours.
Telecommunications Analyst
Farmers Insurance Group
02.2007 - 12.2014
- Configured and maintained complex telecommunication systems within Avaya, Nice, Verint, Genesys, Siebel, and Modular Messaging.
- Reduced downtime for clients by proactively identifying potential issues and resolving them in a timely manner.
- Collaborated with cross-functional teams to implement telecommunication infrastructure improvements.
- Increased customer satisfaction through diligent troubleshooting and resolution of network-related issues both for in-house and remote users.
Quality Assurance Lead
Farmers Insurance Agency
02.2000 - 02.2007
- Managed test case creation and execution to ensure comprehensive coverage of all feature sets.
- Coordinated with developers to troubleshoot issues discovered during testing, expediting resolution times and minimizing delays in product release schedules.
- Delivered timely and accurate reports on test results, facilitating informed decision-making for product improvements.
- Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
- Designed test plans based on project requirements, ensuring comprehensive validation of functionality according to specifications.
Education
BBA - Management Information Systems
University of Oklahoma
Norman, OK05.1998
Skills
- Software development lifecycle
- Telecommunications Repair
- Avaya Voice Portal
- Siebel CTI Integration
- Voice Recording - Nice / Verint
- Customer service-focused
Timeline
Product Quality Assurance
Wanderlust Enterprise LLC
01.2020 - Current
Telecommunications Engineer
British Telecom
12.2014 - 01.2020
Telecommunications Analyst
Farmers Insurance Group
02.2007 - 12.2014
Quality Assurance Lead
Farmers Insurance Agency
02.2000 - 02.2007
BBA - Management Information Systems
University of Oklahoma
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