Laura Ferguson
Oklahoma City,OK
Summary
Telecommunications Technician, technically skilled, and customer-focused, with 15 years of experience. Dedicated to providing technical expertise and cultivating positive customer relationships through efficient system management and problem resolution.
Overview
17
17
years of professional experience
Work History
Network & Telecom Specialist
Oklahoma University Health Sciences Center
Oklahoma City, OK
02.2015 - Current
- Experience in telecommunication design, configuration, and maintenance using multiple telecommunication systems, including Avaya Platform, Calero Pinnacle, and Team Dynamix.
- Maintained service continuity during work-from-home transition in 2020 and return to campus in 2021 to a hybrid environment.
- Service oriented to offer effective communication with both technical and non-technical audiences.
- Provide expert technical support in easily understandable terms and guidance to clients, including system functionalities, troubleshooting issues, and ensuring seamless technical solutions.
- Collaborated with the customer relationship team to increase customer satisfaction through reducing our service request response times from 2 weeks to a 2-day turnaround.
- Serves as a liaison between the customer and cross-functional teams to effectively translate needs into actionable plans and ensure seamless coordination.
- Process Moves, Adds, Changes (MACs) for end-user devices and cabling systems.
- Manage the programming of digital, IP, and analog phone sets.
- Proficient in Avaya CMS Supervisor for call center administration, troubleshooting, and customer report generation. Configure call flows and routing strategies to improve the customer experience, including skills based routing, conditional routing and call vectoring.
- Demonstrated ability to manage tasks and projects.
- Maintain flexibility to consider alternative solutions and approaches, embrace new ideas and perspectives, and be willing to adjust to evolving circumstances.
ASG /LV Systems
ASG/LV Systems
Oklahoma City, OK
08.2009 - 02.2015
- Oversaw alarm response for burglary and fire incidents, ensuring timely dispatch of authorities.
- Managed office tasks such as filing, billing, and recording technician hours.
- Entered new accounts and reporting codes into system for seamless operations.
- Engaged with Microkey/MKKS Central Station software for effective monitoring of alarms.
Administrative Assistant
Oklahoma Rehab, Inc.
Oklahoma City, OK
03.2008 - 06.2009
- Routed calls efficiently and answered inquiries promptly.
Performed accurate data entry for patient records.
Verified insurance benefits to ensure proper billing processes.
Researched ICD-9 codes to support correct medical coding practices.
Prepared documentation for durable medical equipment requests.
Audited filing systems to maintain organized records.
Education
Some College (No Degree) - English Literature
University of Central Oklahoma
Edmond, OKSkills
- Ticketing systems management - ServiceNow and Team Dynamix
- Avaya Aura System Manager
- Avaya CMS Supervisor
- Effective verbal and written communication skills
- Data entry and management
- Computer proficiency
- Teamwork and Collaboration
- Customer Relationship Management
- Equipment Installation and Maintenance
Affiliations
- I enjoy cultivating native plants to attract and support local and migrating butterfly populations whilst observing and documenting the butterfly life cycle.
- Hobbies include yoga and hiking as well as reading.
Timeline
Network & Telecom Specialist
Oklahoma University Health Sciences Center
02.2015 - Current
ASG /LV Systems
ASG/LV Systems
08.2009 - 02.2015
Administrative Assistant
Oklahoma Rehab, Inc.
03.2008 - 06.2009
Some College (No Degree) - English Literature
University of Central Oklahoma
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