Antony Davis

· **********IPT Applications **************************************

· Participate in network and collaboration and architecture planning and design in project kick of discussion

· Plan Implement and support Call Manager, presence, Unity and MRA applications

· Configure and support SIP and H323 gateway

· Implement On Prem Local gateway with Webex Cloud

· Implement and maintain UCCX

· Manage the security aspects of an information systems and update the vulnerably recommended

· Perform health check on IPT applications and give recommendations to customers

· Work on support ticket and provide solution based on incident / change request severity

· Work with SIP integration with other solutions (Recording , Billing , other PABX)

*****************Network and Security****************************

• Coordinated hardware replacements/upgrades when required by working closely with procurement team.
• Maintained accurate records of all help desk interactions, allowing for efficient tracking and analysis of recurring issues.
• Managed high-volume ticket queues, prioritizing tasks to minimize disruption and maintain business continuity.
• Streamlined help desk processes for faster ticket resolution and increased productivity.

• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
• Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Tracked KPIs and created continuous improvement plans.
• Collaborated with team members to develop new strategies for handling complex technical problems.
• Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
• Reduced call wait times by implementing effective time management techniques during high-volume periods.
• Managed customer contact center with [Number] support representatives.
• Implemented proactive monitoring solutions to identify potential issues before they escalated into larger problems.

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.