RANDALL L. STAFFORD
Jacksonville
Summary
Customer Implementations Specialist with extensive skills in Telephony and IT network programming and design, technical consultation, customer project call facilitation, design implementation, onboarding training, execution of project design cutover launch, customer technical support and root cause analysis. Understands administrative and technical information to devise forward-thinking effective solutions that help customers achieve optimal efficiency. Strong capabilities in different technical and administrative disciplines.
Overview
30
30
years of professional experience
Work History
Customer Support Analyst
AT&T
Jacksonville
02.2023 - 04.2025
- The programming configuration of AT&T Office at Hand cloud-based phone system partnered with Ring Central.
- This included technical consultation, administration, implementation, customer project call facilitation, onboarding training, number porting, and customer technical support.
- All tasks done remotely.
Systems Technician Analyst
AT&T
Jacksonville
11.2003 - 02.2023
- The installation, troubleshooting, repair, and programming configuration of Telephony PBX systems (Nortel, Avaya IP Office).
- This included technical consultation, administration and configuration of Voice Messaging, Contact Center ACD (Automatic Call Distribution).
- This also included the installation of network routers and switches and Testing.
- Telephony platforms traditional and Cloud based.
- Provided technical support at different customer\client sites implementing procedural and technical solutions to diagnose telephony network and device problems.
Telecommunications Specialist
Baptist Health Inc.
Jacksonville
01.1995 - 11.2003
- The installation, troubleshooting, repair, and programming configuration of Telephony network systems.
- This included the technical consultation, administration and configuration of Voice Messaging, Contact Center ACD (Automatic Call Distribution).
- Technical support to over four thousand users by implementing procedural and technical solutions to diagnose telephony network and device problems.
Education
Bachelor of Science Degree - Information Technology
University of Phoenix
Jacksonville, FLAssociate of Science Degree - Electronic Engineering
Florida Community College at Jacksonville
Jacksonville, FLSkills
- Analytical technical consultation
- Customer project call facilitation
- Team collaboration
- Efficiency
- Proven experience in customer service
- Customer service excellence
- Exceptional administrative and technical critical thinking skills
- Onboarding training
- Familiar with JIRA and Confluence project management systems
- Cost-effective problem-solving solutions for customer/client needs
- Excellent oral and written communication skills
- Great understanding of complex technical standards
- Excellent at root cause analysis
- Excellent organizational skills
- Liaison between customer/clients and Information Technology staff
- Initiative-taking and driven
- Excellent PC skills
- Exceptional understanding of M S Office 365 Suite (Word, Excel, PowerPoint)
- Exceptional knowledge of IT network protocols TCP/IP and VOLP
- Experience with cloud Telephone systems; Ring Central, Amazon Connect
- Strong understanding of Central Office circuits: PRI, T1, fiber and Ciena devices
- Strong understanding of network equipment: routers, switches, and gateways
Timeline
Customer Support Analyst
AT&T
02.2023 - 04.2025
Systems Technician Analyst
AT&T
11.2003 - 02.2023
Telecommunications Specialist
Baptist Health Inc.
01.1995 - 11.2003
Bachelor of Science Degree - Information Technology
University of Phoenix
Associate of Science Degree - Electronic Engineering
Florida Community College at Jacksonville