Thomas Taylor Global Enterprise Engineer/NICE Tier 2 Advanced Support/Contact

Advanced Support Tier 2

RingCentral

Oct 2022 - Current (3 years 7 months)

For 3.5 years, I've excelled as an **Enterprise Tier 2 Advanced Support Engineer** at RingCentral, recognized as **one of the company's top performers**. I provide expert technical support, resolving complex issues for RingCentral's largest clients, and significantly contribute to support process improvements. **Key Achievements:** * **Advanced Troubleshooting:** Diagnosed and resolved intricate **VoIP (SIP, RTP, QoS) and Contact Center** issues using **deep networking knowledge** and **Wireshark packet analysis**. Awarded "**Most Closed Cases in a Quarter**" for efficiency in high-volume enterprise environments. * **Exceptional Customer Satisfaction:** Consistently delivered award-winning support, maintaining an **average NPS of 10** an

Global Enterprise Engineer

RingCentral

Sep 2021 - Oct 2022 (1 year 2 months)

R

Field Service Analyst/Dispatch Coordinator

Rise Broadband

Dec 2019 - Oct 2022 (2 years 11 months)

Daily utilization of WFX, CSG, ACRS, Five 9, Sugar, and other Service/account management/reporting tools Liaison between technician and customer service employees ● Assist in driving field productivity through efficiently routing customers ● Rebalance work as necessary to ensure on-time arrival and consistent work maximizing technician productivity and efficiency ● Accurate in WFX for the dayCoordinate schedule updates routing ● Monitor the technicians and Maximize the routing functions in WFX Appointment management and maintaining efficient operations, processes and procedures ● Analyze and communicate routing inefficiencies within WFX ● Assess and propose possible fixes to start locations, management areas, quota revisions, and tech rotat

R

Technical Support Specialist

Rise Broadband

Sep 2018 - Oct 2022 (4 years 2 months)

● Troubleshooting and resolving wireless internet issues and outages ● Utilization of cutting edge wireless equipment such as Cambium,Cisco, Tplink, Mimosa, LTE, ect. Managing customer services to there internet/wireless needs ● Creating Service Calls for issues beyond customers skills or scope ● Fast paced environment

H

Purchasing Manager

Home Buyers Warranty

Feb 2018 - Aug 2018 (7 months)

● Assessed completed purchase invoices or requested materials ● Verified requested parts or unit/Equipment met needed citira for reimbursement, partial or full payment based on customers Coverage ● Used online database and Purchasing tool to fill Approved needed material orders

Thomas Taylor

About

Detail

Timeline

Résumé