Jim Curnal

Experience

• 

  IDT Corporation

  Feb 1997 - Jul 2016

   Provided IP PBX support for IDT end users across the IDT Enterprise which includes offices and Call Centers in the US, UK, Israel, and South America. Guided the migration from a TDM based Nortel Option 81 PBX to a Fonality Trixbox IP PBX serving all IDT employees, Call Centers, and the IDT Network Operations Center (NOC). System Administrator for a Fonality Trixbox IP PBX utilized by IDT employees and Call Centers. Guided the migration of IDT corporate employees from Fonality Trixbox to new IP PBX provider 4PSA. Maintain and administer a database of internal DID numbers utilized by IDT employees for all regions. 911 Emergency Services administrator for IDT employee phone numbers via Bandwidth.com portal. Planned and implemented customer service IVR programming on IP PBX 4PSA platform to ensure proper call routing of customer service issues. Created call center queue and customer service agent reports tracking productivity. Monitor, report, and resolve IP PBX system alarms. Provided support for external Net2Phone office customers utilizing 4PSA IP PBX platform. Show less

  • IP PBX/Voice Communications Administrator.

    Feb 2008 - Jul 2016

  • PBX/Voice Communications End User Support:

    Jan 1997 - Feb 2008

  • Circuit Design Engineer

    Feb 1997 - Jan 2003
• 

  MetTel

  Oct 2016 - now

  Manger CX New Client Services:

  • Maintain and track multiple client projects and service installations including equipment orders and new siteturn-ups as a single point of contact.• Schedule and lead weekly calls providing clients status of active orders, service requests and billing status.• Interface directly with multiple internal teams required to deliver MetTel ordered services efficiently and inaccordance with the MetTel service delivery guidelines.• Educate clients on product features and functionality and how it can contribute to their business growth.• Manage requests across multiple disciplines including SD-WAN, Hosted PBX, IVR Configuration, IP Pots andhardware installation.• Manage telecommunication service orders – Circuits, POTS lines, and porting. Show less