Randall Smith

Experience

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  Nortel Networks

  Jan 1997 - Jan 2009

  Network Analysis/Operations Engineer

  • Analyzed and assessed telecommunications VoIP services, data, and optical networking equipment logs, operational measurements, and various statistical reports associated with the Nortel VoIP network to proactively identify hardware, software, and operational problems in the customer carrier networks.• Provided Tier-3 technical support to telephone operating companies and their respective technical personnel.• Investigated and resolved hardware, software, and any customer feature related issues reducing potential service down time and increasing overall customer satisfaction. Show less

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  Avaya

  Jan 2009 - Jan 2014

  • Team Leader promoted to Technical Support Manager in Avaya’s Private Cloud Services business.• Performed Tier-3 support and fault management for customer’s Voice and IP Telephony Networks using the Nortel VoIP network infrastructure.• Prioritized Incidents and cases daily by service severity to exceed customer restored and resolved Service Level Agreement/SLA compliance. • Organized and administered effective daily global shift hand-offs of cases ensuring an ongoing focused effort given to business critical and service impacting cases. Show less

  • Technical Support Operations Manager

    Jan 2012 - Jan 2014

  • Principal Technical Support Engineer

    Jan 2009 - Jan 2012
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  Hewlett Packard Enterprise

  Jan 2014 - Jul 2015

  Manager, ITO Service Delivery

  • Managed, coached, and motivated a technical support team servicing customer accounts globally in a Unified Communications environment with Enterprise IP telephony solutions.• Led team to exceed the required 95% average Service Level Agreement/SLA compliance for Incident Management.• Guided team using the ITIL Service Management approach with alignment and support of core processes in Incident, Problem, and Change Management.

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  Genesys | Interactive Intelligence

  Sept 2015 - Jul 2016

  Principal Support Engineer

  • Tier-3 product support of Interactive Intelligence’s PureCloud platform offering to include the cloud based Collaborate real –time tools, Communicate and Voice IP Telephony Unified Communications, and Engage Call Center software solutions.• Diagnose, debug, and resolve complex PureCloud product problems reported by Enterprise customer base.• Liaison between Support and Development and Design team for escalation and resolution of product and service deficiencies requiring a high degree of collaboration, quality, and attention to technical details. Show less