Kory Hill

Experience

• 

  Avaya

  Feb 1998 - Aug 2010

  Senior Technician
• 

  Hiscall, Inc.

  Sept 2010 - Dec 2013

  Systems Engineer
• 

  Avaya

  Jan 2014 - Jun 2018

  Assist customers, business partners, and field service technicians with complex issues on the IP Office product line.

  • Technical Support Engineer- Tier 3 SMB and Mid Market

    Apr 2015 - Jun 2018

  • Senior Technician

    Jan 2014 - Apr 2015
• 

  RHO Consulting / Tapfin

  Jun 2018 - Mar 2020

  Tier 3 Engineer – Avaya Cloud Office

  Provided remote Tier 3 technical support from St. Thomas, USVI, for Avaya Cloud Office. Responsibilities included troubleshooting complex network integrations, coordinating with R&D on performance issues, and creating documentation to standardize support processes. Trained Tier 1 and Tier 2 engineers on technical issues and best practices, ensuring effective knowledge transfer across teams.

• 

  Avaya

  Mar 2020 - now

  Manage a team delivering cloud-based solutions, including Avaya Cloud Office, for large-scale clients. Oversee the full implementation cycle from planning to execution, handling escalations, and refining processes to enhance client and team outcomes. Act as the subject matter expert (SME) on Avaya Cloud Office, responsible for creating technical documentation and developing training programs for internal and external stakeholders. Key focus on operational efficiency and customer satisfaction. Design streamlined processes for new product lines and support contractors with clear, accessible training materials. Show less

  • Technical Delivery Manager

    Dec 2023 - now

  • Cloud Delivery Design Specalist / Team Lead

    Mar 2020 - Dec 2023