Rick Mathews

Experience

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  BellSouth Telecommunications

  Jan 1991 - Jan 1997

  Service Technician

  Installed and troubleshot local POTS, DSL, & DID lines, inspected previous service installations to ensure Bellsouth & FCC compliance, worked in team environments during construction of new outside cable plant, gained extensive experience in cable splicing, including copper and fiber optics.

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  KMS Business Products

  Jan 1997 - Jan 2000

  Service Technician

  Installed and maintained digital and analog PBX and key telephone equipment including Nortel, Avaya, Comdial, and NEC. Installed digital VM and MOH systems, handled all aspects of new LAN installations, such as Category 5 cabling, hub and patch panel installation. Provided maintenance for office equipment including copiers, fax machines, and voice recording devices.

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  Network Telephone Corporation

  Jan 2000 - Jan 2005

  Field Services Technician

  Installed and maintained a wide spectrum of customer premise equipment, including DSL, HDSL, and T1 routers, VPN hardware, Digital voice translation devices, and all network related peripheral hardware. I have extensive working knowledge of Adtran, Verilink, Polycom, Netopia, and Copper Mountain products. Aided clients with any new service setup and provided total instruction and support by acting as a "first point of contact" to immediately resolve any issues that arose.

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  Electronic Communication Systems

  Jun 2005 - Jul 2008

  Service Technician

  Duties included installation and troubleshooting of digital key switching equipment and small to medium LANs, as well as auditing Customer Service Records (CSRs) & ordering Telco services on the customer's behalf. Also responsible for setup and programming of telephone systems including Avaya, Nortel, ESI, and Toshiba. Responsible for assessing customer needs & advising sales associates of growth potential. Frequently utilized ASA (Avaya Site Administration) on & off-site to maintain customer systems. Show less

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  Wandering WiFi

  Jul 2008 - Jun 2009

  Field Technician/Team Lead

  Responsible for installation of varying types of WiFi access equipment for commercial use. Primary duties included travel nationwide to customer locations for installation, setup & quality testing of end-user wifi routers, gateways, and high-gain antennas. Also responsible for call-out troubleshooting of existing equipment, working with the company NOC to resolve issues. Gained extensive knowledge of network monitoring software. Worked primarily with Colubris, SonicWall, Cisco, and Tranzeo products. Show less

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  Clearsurf ATL

  Jun 2009 - Mar 2010

  Sales Engineer/Technical Support

  Actively sought new clients for VoIP based communications systems including Zultys and Polycom. Responsible for design, configuration, and setup of point-to-point wireless antennas and access points for primary & backup data services.

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  Cbeyond

  Apr 2011 - Dec 2014

  Effectively managed a team of Tier II level support technicians to increase overall productivity, measuring performance through industry standard metrics relating to call handling, ticket management, and issue resolution. Constantly improving agent performance through coaching and ongoing training. In this role I led a team of 15-20 of our best & brightest technicians in providing upper level support to our SMB customers. We focused on improving the overall customer experience by managing and solving complex voice & data issues in a timely and efficient manner. Show less

  • Manager, Tier II Technical Support

    Jul 2012 - Dec 2014

  • Cloud Migrations Engineer

    Sept 2011 - Jul 2012

  • Voice Activations Engineer

    Apr 2011 - Sept 2011
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  Digium

  Jan 2015 - Dec 2015

  Transition Manager

  Acted as project manager to coordinate the delivery of Digium's Switchvox Cloud PBX service.

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  BCM One

  Dec 2015 - now

  Director of Customer Operations