Summary
Overview
Work History
Skills
Timeline
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Ryan Panchot

Hillsboro,OR

Summary

Experienced Telephony Professional with over 7 years delivering high quality, efficient service to users with varying technical abilities. Customer Service oriented technician with a strong troubleshooting ability and self starter mentality. Experience solving complex issues both individually and with a team. Project Management experience handling installs and implementations; ability to understand new technologies quickly and efficiently.

Overview

10
10
years of professional experience

Work History

Senior Operations Engineer

Lumen
09.2022 - Current
  • Troubleshooting of issues on multiple platforms including Genesys, MS Teams and NICE WFM
  • Developed and maintained standardized operating procedures for numerous functions and tasks to streamline Telecom operations.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications for over 10,000 contact center users.

CloudDesk Support Engineer

Zulty's
01.2022 - 09.2022
  • Analyzed issues of over 650+ systems to identify troubleshooting methods needed for quick remediation.
  • Provided guidance on installing and integrating new hardware components and software to remote clients..
  • Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
  • Gathered project requirements through interactions, meetings and walk-throughs with potential application users and to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups.

Installation Success Engineer

Ringfree Communications
04.2021 - 01.2022
  • Designed, configured and tested systems, working with customers from end of Sales process through their VOIP system go live installation date.
  • Worked with Carriers on porting numbers to new system.
  • Scheduled all meetings with customers, as well as performed trainings on over 50 systems.
  • Developed project management roadmap to define project objectives, timelines and milestones.

Project Engineer

Inflow Communications
01.2019 - 04.2021
  • Engineered Projects for companies ranging from 50-10,000+ employees.
  • Performed upgrades, migrations and deployments both on-site and remote.
  • Audited systems to identify areas of concern and increase productivity for customers.
  • Telecom knowledge in ShoreTel, Mitel, RingCentral, AdTran and Genesys.
  • Command Line, Windows server setup, Wireshark and MySQL databases.

Technical Support Analyst

Inflow Communications
01.2018 - 12.2018
  • Responded to Tier 1 tech issues, appropriately documenting and respond to requests through phone and ticketing system.
  • Performed after hours upgrades and migrations as well as responded to on-call requests.
  • Improved customer satisfaction by providing timely and accurate technical support to end users.

Technology Support Specialist

Beaverton School District
06.2014 - 12.2017
  • Handled deployments of 10,000+ devices over 3 years.
  • Worked with iOS devices, Macs, iPads, iOS Apps.
  • Optimized technology support by providing timely and effective troubleshooting for hardware and software issues.

Skills

  • VoIP and On-Prem phone system knowledge
  • Training & Development
  • Time Management
  • Self-motivated professional
  • Program installations
  • Purchasing and Procurement
  • Project Development
  • SIP, TCP, UDP
  • Call Flow Creation and Troubleshooting
  • System Administration

Timeline

Senior Operations Engineer

Lumen
09.2022 - Current

CloudDesk Support Engineer

Zulty's
01.2022 - 09.2022

Installation Success Engineer

Ringfree Communications
04.2021 - 01.2022

Project Engineer

Inflow Communications
01.2019 - 04.2021

Technical Support Analyst

Inflow Communications
01.2018 - 12.2018

Technology Support Specialist

Beaverton School District
06.2014 - 12.2017

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Ryan Panchot