jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary accomplished business analyst skilled achieving operational efficiency increasing revenue financial services health care gas industries business process improvement data analysis telecom asset management expert highlights business process improvement project management requirements gathering business requirements matrixes skills acd avaya call center cisco hardware phone support ip max meridian messaging network networking nortel pbx telephone systems problem solving programming project plans reporting routing siemens symposium systems administration systems support administration system design t1 technical support systems support user training telecommunications telecom telephone telephony troubleshoot troubleshooting upgrades voice mail voip accomplishments boosted customer service ratings developing new processes improving work flow designed delivered project plan training procedures experience business analyst 112009 present one80 intermediaries oradell nj responsibilities included daily programming updates troubleshooting nortel voip pbx aspect acd call center aspect uip also system design system implementations systems include avayanortel option 81 cs 10000 aspect acd call center aspect uip aspect aqm meridian call pilot coordinated internal customer establishing project plans implementations providing technical support problem solving solutions oversee programmed ip aspect pbx instruments aspect uniphi connect virtual instruments set call pilot voice mail applications mailboxes well maintain 800 numbers routing within aspect call center daily call routing call flow moves add changes project manger upgrades existing systems coordinate vendor telco circuits installations well maintain toll free number routing allocation maintain program aspect uip blaster campaigns reporting technical support specialistengineer 062006 042009 general dynamics portsmouth va responsibilities included gathering technical information customer voip pbx system installation design system implementations systems included nortel cisco siemens avaya implementations coordinated customers establishing project plans implementations providing technical support problem solving solutions oversaw programmed ip pbx instruments voice mail applications mailboxes unified messaging coordinated technical issues involving network hardware voip pbx systems cs 1000 meridian one systems octel systems siemens systems avaya cisco systems implementations included large networked ip telephone systems pbx systems well voice mail system networking architected administered automatic call distribution system implementation reporting systems meridian max systems symposium acd reporting systems earned reputation ontime installations ability troubleshoot solve telephony issues technical support specialistengineer 031997 032006 ip secure inc fort gordon ga responsibilities included consult design implementations nortel voip pbx installations coordinated t1 installations vendors well least cost routing programming oversaw programmed ip pbx instruments voice mail applications mailboxes coordinated technical issues involving network hardware voip pbx systems cs 1000 meridian one systems octel systems unity voicemail systems implementations included large networked ip telephone systems pbx systems well voice mail system networking architected administered automatic call distribution system implementation reporting systems meridian max systems symposium acd reporting systems earned reputation ontime installations ability troubleshoot solve telephony issues telecommunications analyst 011992 031997 health america city state worked call center supervisors ensure call center productivity performed direct systems administration 200 customers meridian pbx voicemail well systems support programming 10 site pbx systems provided technical phone support health america employees well coordinated end user training new existing employees telecommunications issues coordinated telecom vendor telco related issues successfully resolved customer issues regarding telephone software issues installation new telephone sets systems programmed maintained voicemail applications well automatic call distribution programming reporting technical support specialistengineer bell atlanticomnortel city state responsibilities included gathering technical information customer pbx system installation programming coordinated t1 installations vendors well least cost routing programming oversaw programmed pbx instruments voice mail applications mailboxes coordinated technical issues involving network hardware pbx systems well coordinated end user training new existing customer installations implementations included large networked telephone systems well voice mail system networking architected administered automatic call distribution system implementation reporting systems meridian max systems acd reporting systems earned reputation ontime installations ability troubleshoot issues telecommunications specialist contel communications city state provided direct systems support administration 300 customers rolm pbx voicemail 100 customers northern telecom pbx responsibilities included technical phone support employees successful administration installation customer related telephone request bachelor science degree criminal justice accounting edinboro university edinboro pa criminal justice accounting education