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Glen Long
Private Branch Exchange Service Advisor
Summary
Highly skilled and experienced Private Branch Exchange (PBX) Service Advisor with a proven track record of providing exceptional technical support and customer service. Proficient in troubleshooting and repairing PBX systems, installing and configuring PBX systems, providing technical support to PBX users, configuring PBX for voicemail and auto-attendant, managing PBX user accounts and security, and documenting PBX system configurations and troubleshooting procedures. Expertise in maintaining system performance and availability, proactively identifying potential issues, and taking preventive measures. Committed to delivering high-quality service and ensuring customer satisfaction.
Education
Bachelor’s Degree in Computer Science or equivalent
January 2019
Skills
- Troubleshooting and Repairing PBX Systems
- Installing and Configuring PBX Systems
- Providing Technical Support to PBX Users
- Configuring PBX for Voicemail and Auto-Attendant
- Managing PBX User Accounts and Security
- Documenting PBX System Configurations and Troubleshooting Procedures
Work Experience
Private Branch Exchange Service Advisor
- Provided comprehensive technical support to endusers, assisting with system configuration, usage, and troubleshooting.
- Monitored system performance and availability, proactively identifying potential issues and taking preventive measures.
- Documented and maintained detailed records of service interactions, ensuring accurate tracking and auditability.
- Participated in continuous training and certification programs to stay abreast of industry best practices and technological advancements.
Private Branch Exchange Service Advisor
- Resolved 100% of customer inquiries within the established SLAs, ensuring prompt and effective resolution.
- Proficiently troubleshooted and diagnosed PBX system malfunctions, identifying and rectifying issues in a timely manner.
- Effectively managed call flows, voicemail systems, and other PBX features, ensuring seamless communication within the organization.
- Collaborated with vendors and thirdparty service providers to resolve complex technical issues and implement system upgrades.
Accomplishments
- Implemented new call routing system, reducing call wait times by 20%
- Trained and developed 10 new team members, resulting in improved service levels
- Received multiple positive customer testimonials for resolving complex technical issues
- Identified and resolved a systemwide issue that prevented users from accessing voicemail
- Developed and implemented a new training program for endusers, leading to increased system adoption
Awards
- Recognized for exceptional customer service, consistently exceeding performance goals
- Awarded Employee of the Month for outstanding contributions to the team
- Recognized for dedication and commitment to providing exceptional customer support
- Awarded Team Leader of the Year for exceptional leadership and guidance
Certificates
- Avaya Aura Certified Professional (AACP)
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified Solutions Expert (MCSE)
- Certified Telecommunications Network Specialist (CTNS)
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How To Write Resume For Private Branch Exchange Service Advisor
- Highlight technical proficiency in PBX systems and related technologies.
- Showcase experience in troubleshooting and resolving complex technical issues.
- Emphasize strong customer service and communication skills.
- Quantify accomplishments and use specific examples to demonstrate impact.
- Consider including industry certifications or professional development to demonstrate expertise.
Essential Experience Highlights for a Strong Private Branch Exchange Service Advisor Resume
- Resolved customer inquiries promptly and effectively, ensuring adherence to established SLAs.
- Troubleshooted and diagnosed PBX system malfunctions, resolving issues in a timely manner.
- Managed call flows, voicemail systems, and other PBX features to ensure seamless communication.
- Collaborated with vendors and third-party service providers to resolve complex technical issues and implement system upgrades.
- Provided comprehensive technical support to end-users, assisting with system configuration, usage, and troubleshooting.
- Monitored system performance and availability, proactively identifying potential issues and taking preventive measures.
- Documented and maintained detailed records of service interactions for accurate tracking and auditability.
Frequently Asked Questions (FAQ’s) For Private Branch Exchange Service Advisor
What are the key responsibilities of a Private Branch Exchange Service Advisor?
Private Branch Exchange Service Advisors are responsible for installing, configuring, maintaining, and troubleshooting PBX systems. They also provide technical support to users and resolve customer inquiries.
What skills are required to be a successful Private Branch Exchange Service Advisor?
Successful Private Branch Exchange Service Advisors typically have a strong understanding of PBX systems, networking, and telecommunications. They also possess excellent troubleshooting skills and customer service abilities.
What are the career prospects for Private Branch Exchange Service Advisors?
Private Branch Exchange Service Advisors can advance to more senior roles in the field, such as PBX System Administrator or Network Engineer. They may also move into management positions.
What is the salary range for Private Branch Exchange Service Advisors?
The salary range for Private Branch Exchange Service Advisors varies depending on experience, location, and company size. However, according to Indeed, the average salary for a Private Branch Exchange Service Advisor in the United States is around $60,000 per year.
What are the benefits of working as a Private Branch Exchange Service Advisor?
Benefits of working as a Private Branch Exchange Service Advisor include job security, opportunities for professional development, and the chance to work with cutting-edge technology.
What are the challenges of working as a Private Branch Exchange Service Advisor?
Challenges of working as a Private Branch Exchange Service Advisor include dealing with complex technical issues, working under pressure, and being on-call for emergencies.