James Harper

Experience

• 

  Illinois Bell Communications

  Jul 1991 - Jul 1996

  Customer Service Representative
• 

  Ameritech New Media

  Jan 1996 - Jan 2003

  Responsible for the daily administration of all Windows NT, Terminal and 2000 servers for SBC’s cable television division. This includes performing routine backups, performance monitoring, hardware upgrades, software installation and upgrades, troubleshooting and documentation. Obtained MCP certification. Involved with total TCP/IP network redesign and conversion to a private network. Also involved in mass distribution of software via Systems Management Server (SMS)2.0. Assist users with all concerns relating to network infrastructure, i.e NT account creations, and e-mail account creation and maintenance via Exchange 5.5. Involved in migrating all e-mail clients to SBC's corporate server for close/liquidation of business. Show less

  • Network Administrator

    Jan 2002 - Jan 2003

  • Quality Assurance Analyst

    Jan 2000 - Jan 2002

  • Team Leader

    Jan 1996 - Jan 2000
• 

  AT&T

  Jan 2003 - now

  Tier 2/Tier 3 troubleshooting and resolution of BVoip, IPFlex, IP Toll Free customer alarms using Cisco Contact Center Enterprise (UCCE) Contact Center Express (UCCX) and WebEx versions of that platform . Clients include Department Of Justice, Social Security Administration , City of Atlanta, DuPont, Eli Lilly, Home Depot, Jeld-Wen, Kendra Scott, New York Yankees and several others. Responsible for the remote programming and troubleshooting on ACD, PBX, and Voicemail applications.Utilize technical expertise to troubleshoot problems with Meridian, Avaya and Nortel phone and voicemail systems. Responsible for remote support of voice/phone/IP technology. Work on the following platforms : Nortel Norstar, Business Communication Manager, Avaya IP Office, Partner and Communication Manager systems. Certified Avaya/Nortel Specialist – ACSS,ACIS,NCTS, NCSS.

  • IT Infrastructure Engineer

    Jul 1992 - now

  • Avaya VOIP Engineer

    Jan 2003 - Apr 2013