m jane richardson resume 4-28-2016
TRANSCRIPT
M JANE RICHARDSON (256) 232-469526003 Cabbage Ridge Road [email protected], AL 35611 https://www.linkedin.com/in/mjanerichardson
SUMMARY
Services Professional with extensive experience in maintaining and supporting customer telecommunications systems for multiple clients via remote call center environments and on-site support. Proven leader delivering innovative and cost effective solutions.
Expertise Tech Support/ Problem Solving, Programming/Application Support, System Manager/Admin, Systems Monitoring, VOIP and Messaging Administration, Project Management, Technical Training, Database Administration
Systems Avaya Aura, Modular Messaging, Communications Manager, Nortel CallPilot, UM2K., and Meridian R11.
PROFESSIONAL EXPERIENCE
HEWLETT PACKARD ENTERPRISES, Palo Alto, California 2014- 2016Services Associate
Provided daily remote CFT MAC and Incident support for multiple customers across multiple platforms like Avaya Aura, Modular Messaging, Communications Manager, Nortel CallPilot and UM2K. Work was received via call center, Matrix, Remedy, and Outlook. Developed and maintained documentation and procedures for customer MAC work and database administration. Lead US CFT for Nortel UM2K. Exceeded SLAs and consistently received accolades from customers. Supervisor quote, “You really took the bull by the horns in deepening your skills in the system not being afraid to learn quickly, on the fly and under pressure. That is a seasoned engineer if I have ever seen one.”
Developed documentation and provided training for US co-workers. This ensured cross-training of support center and increased customer satisfaction.
Attained lead support role for new customer by learning customer platform and aggressively providing support, identifying, clarifying, and improving processes. This significantly improved customer satisfaction.
AVAYA INC. 2009-2014Senior Technical Specialist Santa Clara, CA Remote support for MACs and Incidents for release 11, CallPilots, and UM2K US customers. Lead UM2K administrator. Wrote and maintained documentation and procedures. UM2K trainer for co-workers in US and India. On-site tech for client on all telco/voice and premises security needs.
Developed documentation and provided training for US and India co-workers. This ensured cross-training of support center and increased customer satisfaction.
Provided consultation support for weekly customer issues call. Communicated issues to team and implemented resolutions to mitigate future issues thus increasing customer satisfaction.
Developed testing procedure for client post patching and upgrades that enabled our support team to identify issues. Proactively monitored databases for capacity to avoid performance issues.
Jane Richardson Page Two
NORTEL NETWORKS 2002-2008Network Administrator Mississauga, Canada Local and remote support on MACs and incidents for CSC Siemens and CallPilot systems prior to their installation of Nortel PBX and VOIP UM2K systems. UM2K program lead for project ‘migration’ 80+ locations. Primary US voicemail support.
Designated lead programmer for implementation of new carrier grade VOIP voicemail server for customer. Project implementation spanned six months and required weekly over time on an aggressive time table. This enabled the customer to see significant savings and implement consolidated remote maintenance and support.
COMPUTER SCIENCE CORPORATION 1996-2002Senior Technical Support Engineer Athens, AL Local technical support for desktop, laptop, telecom, security system, and video support. South Region Telecom Lead. Various soft skills.
Implemented training program for co-workers at US customer sites. This improved on-site support and increased end user productivity.
Received Outstanding Achievement Award 1998. Received CSC Excellence Award 2001.
ADDITIONAL EXPERIENCE
MSI, INCTelecommunications Specialist
Authorized Sales Representative for Bell South Sales consultatant for PBX, Key, Hybrid, Voice Mail, TAPI, Call Accounting, ISDN, security
systems, and paging for the commercial client.
EDUCATION/TRAINING
Bachelor of Science, Personnel ManagementAthens State, Athens. AL
INSTRUCTOR LED TRAINING and COMPUTER BASED TRAINING
Avaya Aura, Modular Messaging, and Communication ManagerNortel Unified Messaging 2000, Meridian PBX and CallPilot VOIP Protocol Technologies Networking for Messaging Systems Nortel BARS/NARS x11 Release 25, Call Pilot System Administration, and Application Release 1.07 Mitel 1050, 2000 PBX platformBell South certification courses on ESSE, Syncronet, Megalink, and Multiserv Bell South Data Services CourseAdvance Troubleshooting, Maintaining & Upgrading PC’sITIL 2011 Edition Overview Certificate and Benefits
References: Sergio PresasHewlett Packard Enterprises Services Associate *recent co-worker5209 Gibson Dr, The Colony, TX 75056Work: 972-745-6145Cell: 214-405-4216Email: [email protected]: [email protected]
Laura ClarkAT&T Professional-Network Design Engineer*recent client and former co-worker3170 Fairview Park Drive Falls Church, VA 22042Work: 571-228-2383Cell: 703.641.2151Email: [email protected] Email: [email protected]
Grace Vona Centennial College Information Technologies Manager*recent client941 Progress Avenue, Toronto, ON M1G 3T8Work: 416-289-5000 ext. 2096 Email: [email protected]