Matthew Hunt

Tier II and III technical support for new and existing accounts. Types of support issues include IP phone provisioning, Quality of Service evaluation, ordering new equipment, moves, adds, and changes on the cloud phone system. Use of Salesforce for account management and support-related issues. Mentor and escalation point for several internal teams. Escalation point for internal teams and external customers. Responsible for product support, software bug isolation, critical account management, and building relationships with internal teams and external customers.

• Assessed project milestones and team performance to keep staff on-task.
• Drove technical initiatives for large enterprise systems to align with long-term business strategies.
• Provided educational expertise and mentoring to junior team members.
• Identified value opportunities to exploit product for maximum business effectiveness.

Tier-level support for Carrier solution products, including Cloud PBX, Cloud Server, Hosted Microsoft Exchange, DNS Record Administration, Cisco 2431/2432 Integrated Access Device, Trunk Aggregated Router, Core Router, T1/T3 error testing. Use of Siebel for Account Management and Support.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Used ticketing systems to manage and process support actions and requests.
• Responded promptly to incoming sales leads and requests for technical support.
• Researched and identified solutions to technical problems.
• Responded to customer inquiries and provided technical assistance over the phone and in person.

Customer Support Engineer for Modular Messaging and Intuity Audix. Assist in debugging software applications used for Messaging. Perform Windows server 2000/2003, UNIX, Linux Red Hat, Linux CentOs, Virtual Server, Installation, and Administration—Troubleshoot problems between the interface of Windows server, Unix Servers, and Linux servers. Install and maintain Integration with Avaya, Nortel, Cisco, and Mitel trunk configurations using T1/E-1 QSIG, H.323, SIP, ACD, and Digital Set Emulation. Use of Siebel for Account Management and Support.

• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Connected to computer of client using remote link to install programs and applications.
• Monitored systems in operation and quickly troubleshot errors.
• Installed and maintained hardware and computer peripherals to store tangible components.
• Upgraded operating systems and computer software to perform compatibility with programs.
• Patched software and installed new versions to eliminate security problems and protect data.
• Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
• Collaborated with outside departments to implement system-wide improvements.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Communicated with clients to verify roots and causes of computer problems.
• Updated hardware and software platforms by implementing automation and efficiency improvements.
• Attended training committees that wrote training modules for equipment operation and testing.

Installation, Maintenance, and Repair of all Nortel Meridian 1 PBX and Voicemail Platforms. Systems Included Nortel CS1000S, Option 11C, Option 61C, Call Pilot 201i Server, Symposium Call Center Server, Octel 250, Meridian Integrated Conference Bridges (MICB), and Nortel Signaling Servers. Maintained 5 call centers within CHI National. Managed large Corporate Cell Phone Accounts with Verizon and Sprint. Recommended by Senior Vice President to be part of a Customer Service Awareness Team for all Corporate Offices. Use of Remedy for Account Management and Support.

• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
• Communicated effectively with vendors to determine pricing and technical specifications for available hardware, software and services.
• Assessed facilities to determine capacity and needs for telecommunications systems.
• Followed standards and procedures to maintain safe work environment.
• Developed and implemented procedures for preventive maintenance, backup and data recovery.
• Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
• Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
• Reviewed and interpreted facility orders, network design orders and circuit layout orders.
• Monitored and analyzed system performance, such as network traffic, security and capacity.
• Accurately read, understood and carried out written instructions.
• Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
• Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
• Developed cost estimates for system and component implementation and operation.
• Installed and maintained systems and analyzed users' needs.
• Applied effective time management techniques to meet tight deadlines.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Worked flexible hours across night, weekend and holiday shifts.
• Proved successful working within tight deadlines and a fast-paced environment.
• Delivered services to customer locations within specific timeframes
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Passionate about learning and committed to continual improvement

Daily activities include responding to service calls (Repair and MAC) within SLA, ordering parts for systems, reporting time, reporting closure codes for resolved tickets, and maintaining the company vehicle. Rotate with other technicians on a 24x7 on-call schedule. Installed Option 61C with Meridian Mail in Downtown Denver as the lead technician. Installed new column on Option 61C in Colorado Springs as the lead technician. This included all cabling, software, and hardware changes.

• Kept detailed records of field measurements and data.
• Collaborated with other field technicians to resolve complex technical issues.
• Adhered to safety protocols by implementing routine tests and ensuring accurate and safe equipment handling.
• Read and interpreted technical manuals and schematics to understand systems design and operations.
• Communicated with customers to provide updates, gather information and resolve issues.
• Prepared and submitted reports to document work performed and provide progress updates to management.
• Enacted successful repairs by applying technical skills and operations knowledge.
• Communicated with supervisor to report progress, discuss issues and seek guidance.
• Demonstrated to customers proper methods for operating equipment after it had been installed.
• Worked with diverse types of weather and ground conditions.
• Tested systems, noting issues and completing preventive maintenance.
• Diagnosed and repaired problems with electrical and mechanical systems.

Tier II support for Wells Fargo Bank on all telecommunication-related issues. Performed trunk status and configuration changes. Made programming changes to PBX and Voicemail platforms remotely using terminal emulating software (ProComm/HyperTerminal). Worked with vendors on the completion of site audits, new circuit and equipment installs, and upgrades. Submitted purchase orders to AT&T, MCI, Pacific Bell, Southwestern Bell, Sprint, Qwest, Verizon, Lucent, Siemens/Rolm, and associated cable vendors. Use of Clarify and Remedy for Account Management and Support.

• Interpreted clients' needs and introduced services to fit specific requirements.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Duty stations include Naval Training Facility Great Lakes, Illinois; Naval Training Facility San Diego, California; USS Merrill San Diego, California; and USS Cape St. George Norfolk, Virginia.

Interior Communications Electricians (ICs) install, maintain and repair the equipment for internal communications within ships and shore facilities. These communication systems include public address systems, internal telephone systems, alarm systems, engine telegraphs to communicate orders for changes in engine speed from the bridge (ship's command station) to the engine room, certain kinds of ship control and equipment monitoring devices, the ship's gyrocompass, the rudder position indicator, audio-visual equipment for the ship's TV entertainment systems, advanced navigation and various other equipment.

• Maintained computer communication systems and internet services for [Number] person office.
• Maintained alarm, intercom and indicator systems for [Location].
• Helped with photo and video production and performed visual and sound editing tasks.
• Facilitated communication between two or more parties using switchboards and other telephone systems.
• Operated sound-recording equipment to record signals and preserve broadcasts for purposes such as analysis by intelligence personnel.
• Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
• Put together and configured antennas, power sources and other equipment to establish communications.
• Followed schedules and procedures for changing frequencies and cryptographic codes.
• Repaired radio equipment as necessary using electronic testing equipment, hand tools and power tools.