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Exceptionally efficient and dependable IT professional with a stellar customer service record and superb work ethic. Broadly and deeply knowledgeable in a wide variety of programs and applications as well as the principles and techniques involved in maintenance. Approachable with excellent communication skills. Pays keen attention to details in relentless pursuit of excellence that enables success for teams and organizations. Adaptable by nature, flexible and open to changing arrangements at short notice. Good at building relationships across different levels and with people from all social or cultural background. Passion for learning new technology and skills in general.
• Support the creation and implementation of routing/feature changes for toll free and VoIP Inbound Local Origination service for small, medium, and large customers.
• Support for toll free porting gains and losses for wholesale and retail numbers for Verizon customers and carriers.
• Manage MACD tickets, phone calls, and email requests.
• Interact daily with customers, inbound service teams, operations groups, carrier partners, and sales groups.
• Decision making and analytical skills are critical and must work in a fast-paced environment.
• Collaborate with different stakeholders in the successful execution of projects, changes, and migrations across SIP/TDM technologies.
• Complete customer requests and projects with high attention to detail and accuracy.
• Provide support for customers, vendors, carriers and internal/external personnel/organizations.
• First point of contact in IT support team to resolve technical issues for over 100 employees with a wide array of software and hardware needs.
• Managed and maintained updates for Windows 7 OS and MacOS as well as all compatible software
• Used remote desktop, DameWare and VMware to troubleshoot both desktop and server issues
• Maintained a secure environment using NetExtender VPN and updating Kaspersky databases to detect and eliminate outside network threats
• Monitored Spiceworks ticketing system and MS SharePoint to resolve IT change requests for all hardware and software issues in a timely manner.
• Managed templates, layout, navigation, banners, images, and customized design utilizing HTML5, CSS3, JavaScript
• Extensive work in customizing and navigating WordPress themes
• Develop and propose technical solutions when designing websites
• Implemented SEO and SMO strategies
• Help with various SEO and digital marketing tasks including original content creation, in-depth research projects and copywriting