Ronald Simpson
Hamilton
Summary
Motivated professional eager to embrace new challenges. Demonstrates strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work independently and rapidly acquire new competencies.
Overview
20
20
years of professional experience
Work History
Service Desk Analyst
altafiber
Cincinnati
07.2004 - 12.2024
- Monitored customer network and server environments using EM7 to ensure optimal performance and security.
- Delivered telephony software support for Cisco and Avaya systems, enhancing communication efficiency.
- Responsible for providing physical access to data centers in compliance with all established security protocols, while maintaining integrity and confidentiality.
- Complaint resolution.
- Developed SOP documents to streamline support processes.
- Trained on-site telephony software administrators to enhance customer support capabilities.
- 24/7 Call Center Support Desk for MSPs, carriers, and customers.
- Support multiple VoIP end-user software, including Broadworks, Dubber Call Recording, Call Center Management, and Akixi Call Reporting.
- Cross-reference customer records in a variety of databases, including CRM, Salesforce, and Ascendon.
- Adhere to customer-specific processing rules and SLAs.
- Logged detailed ticket work notes to prevent redundant practices.
- Additional Applications Experience: Teams, Cisco Finesse, Cisco IP Communicator, Cisco Webex, Empirix, Neustar, Broadworks, Vitality V-Fax.
Education
High School Diploma -
Fairfield High School
Fairfield, OH05-1980
Skills
- Network security and monitoring
- Data center protection
- Telephony and VoIP support
- Standard operating procedures development
- Customer engagement and service
- CRM and ticket management
- Incident resolution and problem solving
- Attention to detail
- Technical support expertise
- ITIL framework knowledge
Affiliations
- Classic and Current Auto Repair
- Bicycling
- Volunteering
References
References available upon request.
Timeline
Service Desk Analyst
altafiber
07.2004 - 12.2024
High School Diploma -
Fairfield High School
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