Desktop/Telephony Support Specialist
American Stock Transfer & Trust Company, LLC
As a Desktop/Telephony Support Specialist at America Stock & Transfer my duties are: Support/HelpDesk: Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for call center and others end-users. Provide complex and unique technical troubleshooting assistance to employees across global business units. Avaya Voice Engineer: Set up accounts and support voice-telecom applications including call center applications, Avaya PBX. Support Home Office Users, Call Center and Distribution Center phone systems, including coverage paths, speed dials, pick-up groups, VDNs, vectors, customer service call routing and Visio diagrams. Troubleshoot technical telecommunications issues and provide customer training on telecom services, such as voicemail and phone features. Coordinate moves, adds and changes in the PBX and Audix; administration, support and troubleshooting; Auto Attendants, Class of Service administration, Call Routing Patterns, Quarterly Backup of Systems and VoIP configurations. NICE Interaction Management (NICE Server), Zeacom Communication Manager. Displays a solid knowledge of major desktop software applications and networking concepts. Network troubleshooting, VPN and remote users support (Work from home users), AD Administrator. Windows 2008, 2012 Servers, (DHCP, TFTP, Active Directory, Multi-Domains, Exchange). SCCM deployments in a large-scale environment; deployments of large and complex applications targeted for mass audience; created tasks and collections as well as updated/performed troubleshooting of distribution point issues for packages deployments and drivers. Lumension Security for packages distribution and windows patches thru Domain Controller. VMWare Administration for VDI deployments terminals P20, P25 and R50, Application Package, and distribution, troubleshoot VDI issues and assign permanents folders. Network troubleshooting, VPN and remote users support.