Timothy Huntington

• Performed telecommunication and networking business evaluations.
• Researched and recommended network and data communications hardware and software.
• Installed, maintained and supported IVR applications.
• Performed day-to-day monitoring, management, administration and support of alarm systems.
• Installed, maintained and supported VoIP applications.
• Adapted and modified standard techniques, procedures and criteria to solve complex problems.
• Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
• Answered questions regarding service and AMC issues, resulting in 50% fewer calls to helpdesk.

• Verified basic needs are being met, providing navigation assistance for various benefits and available services.
• Responded to all client inquiries and asked appropriate questions to facilitate resolution.
• Interacted with team members across departments to research and resolve customer issues.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
• Sought ways to improve processes and services provided.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Managed 25 incoming calls and emails per day from clients.

• Answered questions regarding Service and AMC issues, resulting in 60% fewer calls to helpdesk.
• Worked closely with network administrators and server engineers to deliver quality service.
• Maintained appropriate environmental conditions in telephone equipment rooms.
• Identified poor quality lines and underutilized circuits.
• Performed network modeling and analysis.
• Designed, installed and maintained organization's telephony network.
• Monitored overall network performance.
• Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
• Installed, maintained and supported voice/data applications.
• Maintained documentation for telecommunication systems, equipment inventory and floor plans.

• Provided support for hundreds of company's customers throughout CT, MA and NY Worked primarily with MITEL, Cisco, Meraki, Microsoft, Inter-Tel and Oaysis call recording
• Contributed to intricate installations improving telephone network wiring with cable drops and MDF cross connections
• Installed, provisioned and serviced Cisco PoE switches, call managers, PBX's, Contact Center servers and client's PC's
• Provided timely support and repair services to all clients, ensuring service levels are upheld and all are properly tracked and responded to
• Focus is on maintaining ownership of issues and providing consistent and timely resolutions utilizing monitoring software to keep response times low keeping company's productivity up
• Reported and tracked customers' interactions in our systems, updating case notes and systems with all troubleshooting steps performed in Tiger Paw C.R.M. or Salesforce type ticketing system
• Worked independently while using standard company protocol to respond to more complex customer issues
• Documenting when finding the root cause of the problem
• Also used and created MS VISIO to diagram customer networks to resolve future problems quickly
• Used VPN and remote access technologies to fix issues that did not require on-site presence
• Successfully researched new technology, and trained customers and coworkers, while staying current on company required certifications
• Wired 66/110 blocks and patch panels as well as toned, traced and troubleshot cabling which also includes identifying switching loops