R. Curtis Roth
Voice and Video Support Specialist
Myrtle Beach,SC
Summary
Dynamic Voice and Video Support Specialist with extensive experience at Charter Communications, excelling in Unified Communications and technical troubleshooting. Proven track record in enhancing customer support and streamlining ticketing processes. Adept at leveraging VoIP technologies while fostering strong relationships with clients and team members to drive effective solutions.
Overview
12
12
years of professional experience
Work History
Voice and Video Support Specialist ~ Sr. Voice and Video Support Specialist
Charter Communications
Charlotte, NC
07.2016 - Current
- Streamlined Unified Communications administration for end users and endpoints utilizing Webex Control Hub
- Guided customers through technical issue resolution and response to service inquiries.
- Leveraged the Cherwell ticketing system to monitor and address support requests.
- Provided training and guidance to team members.
- Documented solutions in knowledge base for future reference.
- Monitored service trends to identify recurring problems and solutions.
- Developed support materials for enhanced customer understanding and usage.
- Delivered technical support to customers through phone, email, and Webex interactions
- Troubleshot hardware and software problems on Windows and Mac OS platforms.
- Provided guidance to junior members of the team on best practices.
- Coordinated with vendors for product ordering and delivery services.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Collected, analyzed and reported on data for use in operational planning.
- Configured end points to facilitate employee utilization
- Maintained positive working relationship with fellow staff and management.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Evaluated existing processes and procedures for potential areas of improvement.
- Tested new software releases prior to deployment in production environment.
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Assisted in the development of user training materials and FAQ documents.
- Assisted in training new team members on support protocols and systems.
- Managed service requests using ticketing systems to track progress.
- Resolved technical issues through troubleshooting and customer guidance.
- Provided customer support for various telecommunications services and products.
NOC Technician ~ Sr. NOC Technician ~ Avaya Telephony Administrator
Time Warner Cable
Herndon, VA
01.2015 - 05.2016
- Administer and troubleshoot Avaya Voice Systems in SIP environment serving multiple markets leveraging Avaya Site Administrator, Avaya System Manager, Call Management System, ETS Studio, Empirix, Neustar, Avaya Aura Voicemail, Modular Messaging, and Active Directory.
- Develop training materials and provide documentation to assist team in effective incident troubleshooting and resolution techniques.
- Direct initiation, management, and escalations toward appropriate teams and carriers to expedite incident resolution
- Create, update, and resolve tickets within the Service Desk and Eventrak Remedy Ticketing systems.
- Analyze availability and environmental application of DID’s across Time Warner Cable DID Inventory.
- Monitored network performance and identified issues in real-time.
- Documented incidents and resolutions in ticketing system for tracking.
- Trained junior technicians on best practices and troubleshooting techniques.
- Maintained positive working relationship with fellow staff and management.
NOC Technician ~ Avaya Telephony Administrator Contractor
Insight Global
Herndon, VA
05.2014 - 01.2015
- Troubleshoot and administer Avaya Voice Systems in a legacy PRI environment for multiple markets, using Avaya Site Administrator and Avaya Modular Messaging.
- Troubleshoot and administer 46xx, 96xx, and Polycom model telephones, sick lines, coverage answer groups, and features.
- Provided first-level support for enterprise telephony issues.
Technical Support Representative
iCore Networks
McLean, VA
01.2014 - 03.2014
- Served as first line of contact to maintain existing telephony network operations for clients
- Troubleshot network issues, programmed ATAs, Routers and Cisco Telephony
- Created and updated tickets within the Salesforce ticketing system
Education
B.S. - Information Technology
George Mason University
Fairfax, VA08.2013
A.S. - Information Technology
NVCC
Annandale, VA05.2011
A.S. - Business Administration
NVCC
Annandale, VA05.2011
Skills
- Unified Communications
- Technical troubleshooting
- Customer support
- Ticketing systems
- VoIP technologies
- Service desk management
- VoIP administration
- Endpoint configuration
- Team collaboration
- Problem solving
- Vendor coordination
- Network configuration
- Network troubleshooting
- VoIP systems
- IP addressing
- Telephone technical support
- LAN configuration
- Technical support
Leadership Experience
Senior Capstone Project, Team Leader, 09/01/12, 05/31/13, Organized meetings and led a team of 6 according to set deadlines and project schedule, Demonstrated consulting skills and the ability to analyze a client’s specific working atmosphere, Implemented changes and provided quantifiable results
Timeline
Voice and Video Support Specialist ~ Sr. Voice and Video Support Specialist
Charter Communications
07.2016 - Current
NOC Technician ~ Sr. NOC Technician ~ Avaya Telephony Administrator
Time Warner Cable
01.2015 - 05.2016
NOC Technician ~ Avaya Telephony Administrator Contractor
Insight Global
05.2014 - 01.2015
Technical Support Representative
iCore Networks
01.2014 - 03.2014
B.S. - Information Technology
George Mason University
A.S. - Information Technology
NVCC
A.S. - Business Administration
NVCC