Terrence Jett

• Configure and maintain Cisco Webex Calling customers via Control Hub.
• Support Microsoft Teams Operator Connect customers via Microsoft Partner.
• Troubleshoot Cisco CUCM alarms via Cisco RTMT, Logic Monitoring.
• Maintain, configure, troubleshoot UCCX.
• Basic scripting for agents in Call Center environment.
• Troubleshoot Expressways for remote MRA phones and Jabber.
• Renewing self signed certificates or via DigiCert.
• Configure and Porting DIDs in Ribbon platform.
• Work with vendors Cisco TAC, Kurmi, Imagicle, Redsky, Calero, Dubber.
• Develop standard work processes for operational efficeiency.
• Assist Level I and II VOIP Engineers with troubleshooting support.

Prjoect & Achievements

• Acknowledged for quick and effective response to network outages and emergencies, minimizing impact and improving recovery times.
• Recognized as a top performer for processing the highest number of support tickets with a strong focus on resolution time and customer satisfaction.
• Created standard operating procedures and documentation that increased operational efficiency across VOIP support teams.

• Conducted Move Add Changes (MACD) phone changes.
• Provide technical support to end-users for VoIP related issues.
• Consistently ensured company SLA's were met.
• Ran monthly Unity Call Handler scheduling and Reports.
• CER creations of ELINs and maintaining update to date contact info.
• Troubleshoot and maintain Cisco Unified Attendant Consoles.
• Part of team dedicated to large healthcare client telecom support.
• Ensure daily backups of telecom systems.

• Alarm surveillance and response to Network Element events.
• Track and monitor maintenance performance and the impact on other processes.
• Monitor and respond to alarms using the Pegasys Security support system.
• Monitor and respond to fire alarm system and building maintenance alarms.
• Monitor ticket status and update log-sheets daily.
• Monitor and follow-up on closed work items.
• Respond to Network System outages and Emergency service conditions.
• Follow established procedures/protocols during outages.
• Effectively multi-tasks to achieve specific measurable goals toward productivity and quality.

• Member of the Data Network Group team responsible for monitoring, testing, and repairing LAN, WAN, ATM, frame relay, ADSL, Internet, Sonet, Asynchronous transport and other data offerings in a customer focused 24x7 network operations center.
• Support, monitor and troubleshoot business frame relay, gigabit, ATM, point-to- point data networks.
• Monitor networks with HP Openview, Micromuse Netcool, Extreme EpiCenter, Cisco WAN Manager, Fujitsu Netsmart.
• Assist with the turn up and the maintenance of routers, bridges, hubs, and other CPE elements used in data networking.
• Analyze trouble tickets and provide fast corrective measures to solve problems.
• Enter maintenance and repair work items in dispatch systems when required.
• Ensure data customers are informed with timely accurate updates during outages.
• Develop recommendations for process changes.