Aspect Communication Work Values

Daily Duties at Aspect Communication:

Principal Customer Support Analyst & Customer Support Analyst of Help Desk (Tiers I,II,and III( Received Unix and ACD certification (Learning Tree) After working 10 years for previous company, Aspect Communications was a company where all of my experiences were required on a daily basis. I enjoyed and succeeded with the challenge. ● Support/Troubleshoot in a call-center helpdesk environment for 1000 end users ● Some of the End users were Engineers up to VP or President (Sprint, MCI-WorldCom, Wachovia, Delta Airlines, Frontier, Cox Communications, Washington Mutual, CSAA, Countrywide, HSBC, etc. and those for Customer Support Analyst) ● ASA 3 Seconds. ● ATT = 350 Seconds ● Averaged 6 to 12 calls a day for this level (help desk). ● Utilized Software applications such as: ● SOFTWARE USE Report Runner/Report Writer Generating Reports Crystal Reports Generating Reports SQL Server Querying Database WINSET Remote Access NETOPS Remote Connection JUMBO/PEACHTREE UNIX ACCESS eWFM Real Time Adherence VPN REMOTE CLIENT ● Used Aspect ACD to handle calls. ● Accessed End Users PC (IBM, HP, Dell, Compaq) and Laptops (IBM, Sony, Dell, Toshiba) to verify Settings and make changes. ● Troubleshoot Clarify Call tracking software. ● Used Microsoft TechNet to isolate/troubleshoot any Microsoft (OS or Hardware) related issues ● Create/Build Computer (call center) and provided Help Desk support. ● Call-Center support analyst for 2000 end users. ● Averaged 45 calls a day for this level. ● Some of the End users were Engineers/Telecom (Home Depot, Dell, Comcast, Verizon, Ticket master, Norstan Communications, Computer City) ● ASA 3 Seconds. ● ATT = 60 – 90 Seconds ● Used Microsoft Dial-Up Networking to dial into End Users NT 4.0 Workstations and NT 4.0 Server ● Responsible for transferring or conferencing to next level or manager. ● Used Oracle Database via SQL for reporting and Trouble Shooting. ● Using Peachtree and Jumbo to access UNIX SCO computers remotely ● End Users operating systems were UNIX based, performed such tasks as: CHMOD, Update host files, Printing reports, Resetting Network cards.

What they like about Aspect Communication:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

Aspect, Telecom, Support Analyst, Help Desk Analyst, Evolve, Power BI, C#, Visual Basic, MS Access, SQL, Crystal Reports, IEX, WFM

Skills

MS Access, SQL Server, Telecom Analyst, Developer, Technical Support, Networking, Crystal Reports, eWFM, UIP, AQM, RTA, Enterprise Monitor (EM), Enterprise Application (EA), SIP , Avaya SA, Noble, IEX, TCS, Power BI, Interactive SQL, Evolve IP , Technical Summary: HARDWARE Experience System boards, CPUs, Memory, hard Drives, CD, CD-R, DVD, PC Cards, Video and Sound Cards, Modems, Net Cards, Hubs, Zip and Jaz Drives 7 Years Printers: HP, Brother, Lexmark 7 Years Laptops: IBM, Sony, Dell, Toshiba

These are some of the questions we asked our climbers about their experiences with Aspect Communication: