JEFFREY L. GREEN
84 Myrtle Street ?Hillsboro, New Hampshire 03244 ?(603) 547-5433 •
[email protected]
? SUMMARY OF QUALIFICATIONS ?
Technical Support Engineer ~ Customer Support Engineer ~ System Engineer
Key contributor in ensuring the top performance of hardware and software, coupled with 20+ years experience delivering exceptional system support. Fast learner with in-depth understanding of all major operating systems, along with hands-on knowledge of networking, XML, VXML, Java, and SQL, among others. Award-winning leader who has received multiple honors for delivering exceptional customer support, going above and beyond, and demonstrating solid work ethic. Additional areas of expertise include:
Application Servers • Web Servers • Portals • Resolution Implementation • Mobile/Phone Software
Bug Tracking & Fixes • Application Development Tools • Application Servers • Remote User Support
Troubleshooting • Initial Customer Contact • Application Integration/Middleware
EAI – Enterprise Application Integration • Team Building & Collaboration • eCommerce applications
? PROFESSIONAL EXPERIENCE ?
Career Note (2008 – Present): Serve as Administrator for Hillsboro Lodge 1091 Loyal Order of Moose, overseeing all areas of bookkeeping, fraternal paperwork, and wait staff management.
Pactolus Communication Software, Marlborough, Massachusetts 2007 – 2008
Company focused on the development and delivery of next-generation Internet protocol (IP) service solutions for converged TDM/IP and VoIP carrier networks.
Sr. Technical Support Engineer
Provided front line support leadership for /NGN software. Assessed customer problems with SIP messaging and Oracle databases, troubleshot issues, and uncovered on-target solutions. Facilitated the process of getting Linux and Oracle databases up and running to support the needs of the business by loading and configuring systems. Visited customer sites to install, test, and ensure the functionality of systems. Opened and worked on bug reports for development. Incorporated bug hot fixes and software releases at the platform and application levels. Recorded and reviewed incidents in the knowledge base, authoring multiple solutions articles.
Selected Contributions:
? Empowered a customer with the ability to get their calling card and conferencing applications into production within 5 weeks by helping them resolve 70 major issues that halted their progress, including finding solution to 50 issues by redesigning the application and partnering with the Engineering function to debug 20 issues.
? Aligned applications with customer requirements by building, configuring, and testing systems.
? Gained strong insights regarding the company’s products without the use of documentation, which didn’t exist at the company. Created critical applications to replace technology for a customer, generating $80,000 in revenue a month after hire date.
Career Note (2006 – 2007): Managed a family type restaurant and catering service serving as Owner / Chef at Seafood Kitchen (Hillsboro, New Hampshire), including oversight of 15 employees, staff scheduling, bookkeeping, and ordering.
Aspect Software/Voicetek, Chelmsford, Massachusetts 1989 – 2006
Provider of software platforms and application solutions; VoiceTek was purchased by Aspect Telecommunications in 1998.
Technical Support Specialist III
Remained on-board and transitioned to corporate cultural changes following Aspect’s acquisition of VoiceTek. Maximized performance of highly complex IVR systems by delivering optimal support (hardware & software). Played a pivotal role in setting up and maintaining continuous operations of the Customer Service Lab, including hardware diagnostics. Performed tests, identified problem causes, and tracked bugs as part of the software support process. Configured Telco switches. Set up back-end databases. Ensured timely, on-target resolutions of issues to maintain high customer satisfaction levels.
JEFFREY L. GREEN •
[email protected] • PAGE TWO
Technical Support Specialist III (continued from previous page)
Selected Contributions:
? Honored with multiple awards as a result of outstanding performance including receiving the VoiceTek Employee of the Quarter on 2 separate occasions and Aspect Circle of Champions.
? Equipped analysts with the right tools to excel through mentoring and training, which included delivering a class on Aspect VoiceXML.
? Produced cost-savings of $40,000 by keeping training in-house. Delivered training to 20 Aspect Teachers and Customer Service Group personnel on the new VoiceXML product.
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