Rodney Roeber

Experience

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  Teleconnections Communications Inc

  Jan 1990 - Mar 1997

  Telecommunications Technician

  Assigned specifically to work with government contract accounts, I coordinated installs and training. Responsible for the installation and servicing of telecommunication equipment. Maintained office inventory of many system types and products. Attended training courses expanding my telecommunication skills and ability

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  Commworld Los Angles / Irvine

  Jan 1997 - Mar 2000

  Senior Telecommunications Technician

  Installed or coordinated new or modified hardware, software, or programming modules of telecommunications systems. Consulted with end users, administrators, and engineers to identify business and technical requirements for proposed system. Repaired or replaced faulty equipment such as defective and damaged telephones, wires, switching system components, and associated equipment. Worked with personnel and facilities management staff to install, remove, or relocate user connectivity equipment and devices. Managed and trained less experienced field technicians in installs and programming.• Supervised group projects and technicians, meeting project deadlines while providing guidance to technical team.• Provided system installations, including programming and customer training leading to satisfied customers Show less

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  Toshiba Telecommunication Systems Division

  Mar 2000 - May 2017

  Senior / Telecommunications / VoIP Technical Support Engineer at Toshiba Information Systems

  Provide high quality comprehensive and timely technical support to all dealers, end users, and national accounts. Diagnose, troubleshoot, and resolve hardware, software, network LAN / WAN, VoIP, IP PBX, Cloud System, or other PBX and system problems. Develop and publish written techniques for technical support knowledge base. Work directly with product managers and software engineers to resolve issues in timely manner. Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, or related networking equipment. Oversee problems through to resolution, providing enterprise level technical support to customers via phone, web, and email. And other support channels as required. • Support Toshiba’s QA department on testing and releasing CTX / CIX Hybrid Digital and VoIP system.• Average 15 to 20 calls daily, closing 95% of trouble tickets on 1st first call without escalation.• Commended for quickly resolving complex issues, including system crashes, network issues, connectivity problems, security issues, allowing customers to perform at optimum performance.• Provided product training to dealers and end users, supporting timely installations and repairs for customers and minimizing downtimes in work flow. • Collaborated with data center on nationwide outage impacting thousands of customers, performing root cause analysis of complex issues and developing optimal solutions within demanding time frames. Show less

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  Tech Service Today LLC

  Jun 2017 - Jan 2018

  Tier 2 Technical Support Specialist
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  Toshiba America Business Solutions

  Jan 2018 - now

  Software Support

  PROGRAM SUPPORT ( FMAudit / ECI DCA) / Service Now /T1 Agent Call Center Support for Toshiba DCA Admins, End User IT Personnel and Clients. Troubleshooting ECi Software Solutions - FMAudit Central | FMAudit Onsite (Client Side) Managed Print Services Software. • Manage FMAudit accounts across 13+ Central servers• Set up New accounts and assist with FMA-Onsite installs and troubleshooting. • Investigate Copier/Printers Subnet | IP Address Connection issues to our Central site. • Provide Ender user access / training on FMA-Onsite Software. • Work with ECi Engineers for resolutions on found Software issues. Show less