Shaun Curry
Walworth,USA
Summary
A dynamic leader with a proven track record at Windstream Communications over the last 14 years, adept in customer relations and technical troubleshooting. Excelled in relationship building and maintaining high work standards, achieving over 150% of ticket clearances monthly. Skilled in conflict resolution, outage isolation and effective communication, consistently exceeding goals and fostering customer loyalty. Skilled VoIP Network Engineer with background in sales, implementing and supporting complex network voice systems. Strong knowledge of VoIP protocols, QoS, and IP telephony integration. Reputation for troubleshooting proficiency, proactive problem-solving skills, and ability to improve network efficiency and performance. . Highly skilled Senior Network Analyst with experience in network design, configuration, and both WAN/LAN troubleshooting .
Overview
24
24
years of professional experience
Work History
Senior Network Analyst
Windstream Communications, Inc.
Rochester, NY
03.2017 - Current
- Led the deployment of VoIP (Voice over IP) solutions to enhance communication capabilities while reducing operational costs.
- Assist with migration of TDM legacy systems to cutting-edge VoIP network infrastructure, resulting in significant reduction in operational costs.
- Oversee and assist throughout the full life cycle of a trouble ticket to resolution resulting in positive NPS scores from pre-existing customer base.
- Manage and support various make/model customer premise SBC’s, switches, routers and phones such as Cisco Cube, Adtran TAXX's, Mitel's and Polycom.
- Act as primary VoIP escalation point internally for our largest customer base such as Volkswagen, O’Reilly Auto Parts, NYU Medical and the Commerce of Massachusetts.
USCG Charter Captain/Merchant Marine Officer
Lake Ontario Sport Fishing & Guide Service
04.2009 - Current
- Operate and maintain all vessels that make up the charter fleet
- Pursue and oversee all sales and service, both on and off the water
- Developed supportive, friendly relationships- building a loyal base of repeat customers
- Ability to plan, initiate and carry out business ideas
- Guiding clients to fulfill their daily NYS limit of trout and salmon in and around Lake Ontario
ERC Voice/VoIP Team Lead
Windstream Communications
04.2013 - 03.2017
- Responsible for overseeing and managing a team of ERC Technicians that actively troubleshoot all aspects of the Voice/Data network within the Enterprise Repair Center
- Manage and coordinate conference calls with Sales, Engineering and Operations in order to build customer confidence
- Investigate, analyze and document all technical procedures and incident management that assist in isolation of both the customer and network related troubles
- Responsible for monitoring and troubleshooting a wide range of managed telephony, routers and VoIP applications such as Broadsoft, Genband and Sonus
- Coordinate and assist in developing post mortem/root cause analysis for customer retention
ERC Technician II- Routing & Translations/ VoIP
Windstream Communications
02.2011 - 04.2013
- Troubleshoot Voice traffic in and out of the network consisting of all SS7, ISDN and SIP signaling
- Oversee and maintain a work queue consisting of up to 30 trouble tickets at once while maintaining through customer communication
- Multi task in evaluating, isolating and assessing network problems to accommodate customer and vendor needs
- Exceeding minimum ticket clears each month by over 150% based on monthly stats
- Progressed to acting Team Lead position in less than 1 year with the company
Sales/Service Consultant
Frontier Telephone of Rochester
05.2006 - 04.2009
- Create and manage small/middle market business accounts for phone, Internet, and television service
- Build customer loyalty to maximize retention rates
- Responsible for analyzing and interpreting customer’s bills of which includes renewing contracts and rectifying billing issues
- Side by side observations to assist with the training of new commercial employees
- Maintaining and exceeding sales goals for 3 consecutive years
Sales Associate/Customer Service
Bayside Boat + Tackle
04.2001 - 05.2006
- Service and maintain the fleet of rental boats that accounts for 60% of all revenue
- Process New York State Hunting and Fishing Licenses utilizing government software
- Sales and service of both Nissan Motors and Mirrocraft Boats
- Performing training for all full and part-time employees
- All operations of the bait and tackle retail store
Education
US Coast Guard Charter Captains’ License -
World Wide Marine Training
01.2005
Associates Degree - Business Administration
Monroe Community College
01.2004
Associates Degree - Liberal Arts
Monroe Community College
01.2003
Skills
- Customer Relations
- Effective Communication
- Strong Technical Expertise
- Effective Multi-tasking
- Conflict resolution
- Strong Work Ethic
- Quick learner
- High energy level
- Attention to detail
- VoIP protocol expertise
- SIP trunking
- VoIP system integration
- Call routing
- Network troubleshooting
- Telecom infrastructure
- IP telephony
- Switches and routers
Timeline
Senior Network Analyst
Windstream Communications, Inc.
03.2017 - Current
ERC Voice/VoIP Team Lead
Windstream Communications
04.2013 - 03.2017
ERC Technician II- Routing & Translations/ VoIP
Windstream Communications
02.2011 - 04.2013
USCG Charter Captain/Merchant Marine Officer
Lake Ontario Sport Fishing & Guide Service
04.2009 - Current
Sales/Service Consultant
Frontier Telephone of Rochester
05.2006 - 04.2009
Sales Associate/Customer Service
Bayside Boat + Tackle
04.2001 - 05.2006
US Coast Guard Charter Captains’ License -
World Wide Marine Training
Associates Degree - Business Administration
Monroe Community College
Associates Degree - Liberal Arts
Monroe Community College
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