Suzanne Nowak
Ferndale,WA
Summary
Dynamic Systems Applications Specialist at Avaya with a proven track record in technical problem solving and customer experience management. Successfully expedited case resolutions and maintained strong client relationships, ensuring high satisfaction levels. Adept at troubleshooting complex systems, leveraging technology proficiency to enhance service delivery and foster a positive workplace culture.
Overview
27
27
years of professional experience
Work History
Systems Applications Specialist
Avaya
01.2018 - 06.2025
- Supported small business systems, including IP Office and converged S8XX server systems.
- Provided out-of-hours support for U.S. customers and internal Avaya clients.
- Troubleshot issues and alarms using Linux and Communications Manager programming skills.
- Acted as primary contact for customers to expedite case resolutions.
- Facilitated management escalations, overseeing workflow and communication between global teams.
- Maintained strong relationships with internal and external customers to ensure satisfaction.
Account Services Representative
Avaya
01.1998 - 01.2018
- Contributed to original IP Office phone systems team by supporting configuration and installation.
- Executed third-party integration, documentation, troubleshooting, and debugging of platform interactions.
- Provided 24x7 on-call technical support for over three years as sole technician.
- Delivered exceptional customer service to clients, technicians, and business partners regarding VOIP systems.
- Assisted in programming and maintenance of IP Office VOIP phone systems and B5800 components.
Education
Master of Arts - Human Resources - Emphasis in Project Management
Colorado State University Global Campus
Denver, CO01.2020
Bachelor of Arts - Sociology, Mathematics, Spanish
University of Colorado At Denver
Denver01.2002
Skills
- Adaptability
- Analytical thinking
- Customer experience management
- Training and development
- Positive workplace culture
- Technology proficiency
- Multitasking skills
- Customer satisfaction strategies
- Leadership qualities
- Accountability measures
- Technical problem solving
References
References available upon request.
Timeline
Systems Applications Specialist
Avaya
01.2018 - 06.2025
Account Services Representative
Avaya
01.1998 - 01.2018
Master of Arts - Human Resources - Emphasis in Project Management
Colorado State University Global Campus
Bachelor of Arts - Sociology, Mathematics, Spanish
University of Colorado At Denver