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- 1. MICHELLE M. CLEMENT 54 HUBBARD DRIVE~NORTH CHILI,NEW YORK 14514 585-594-4575 (H) / 585-233-0318 (C) | shelly9548@hotmail.com QUALIFICATIONS PROFILE Skilled and personableOperations Support Specialist with 19 years telecommunications experience providingconsistenttechnical, customer serviceand administrativesupport.  Operations: Provide exceptional operational supportto customers, peers and management. Successful organizational skills to increaseproductivity and improvethe customer experience. I have experience working from a work ticket queue to accurately process work orders to troubleshoot and resolve customer issues.  Customer Service: Serve as an initial pointof contact to internal and external customers.Educate customers on company products and services.Work in a fastpaced call center environment to respond to inquiries viathetelephone and or email.  Technical Skills: Cisco Unified CM, Cisco Unity, Avaya CM, Avaya CMS, Avaya Workforce Management, Avaya Aura Experience portal IVR, Veramark, telephony, Voice Technology, Business Continuity Planning, adeptwith MicrosoftOffice (Word, Excel PowerPoint, Outlook) and Adobe Captivatesoftware. Capableof managingcomplex multi-linephone systems.  Key Strengths: Excel at developingstrong relationshipswith clients,peers and management. Able to take on additional responsibility with shortnotice, excellent organizational skills,ableto rapidly assimilateknowledge and apply itto my job as needed. PROFESSIONAL EXPERIENCE 10/09-Present Paychex,Inc. 06/2011-present –Voice Operation Technician I  Coordinates the installation and maintenanceof equipment and services with vendors.  Provides enterprise wide supportand customer servicefor Avaya and Cisco Unified Communications for telecommunications products and services.  Audits system health, generate serviceorders and monitor performance of selected vendors.  Provides second level incidentsupportfor all voicecommunicationssystems and services across theenterprise, as assigned to queue, to ensure that servicelevel agreements are met and incidents areappropriately addressed and communicated or escalated to management and vendors.  Creates complete and accuratedocumentation to support accuraterecord keeping and appropriatetransfer of knowledge. Reviews documentation created by others.  Complete move, add and change requests for new serviceand programming for corporateand field locations.  Business Continuity Planningwhen itaffects full function of Paychex offices.  Participates in on-call rotation. 10/2009-06/2011 –State Unemployment Claims Specialist  Process unemployment claims in an accurateand timely manner.  Research and resolvediscrepancies with charges to clientunemployment accounts.  Assistwith unemployment hearings when necessary to serve as clientrepresentative.  Answer questions regardingspecific stateunemployment requirements.  Providenecessary feedback on product related problems to alleviatefuture issues.  Research and respond to internal and external phone callsregardingunemployment claims. 05/05-05/09 OneCommunications 04/2008-05/2009 –Interactive Voice Response/IVR Administrator  Responsiblefor design,development, and deployment and ongoing support of the InteractiveVoice Response, speech recognition and text to speech systems.  Perform troubleshootingand analysisto assess rootcauseof application issues.  Cross-trained on ACD design,reporting, routing, announcements, hardware, software and Aspect Customer Self Service, also was in an on call rotational schedule.  Designed and implemented computer based trainingprograms usingAdobe Captivate. 05/2005-04/2008 –NetworkOperations Technician I & II  Responsiblefor the resolution of internal and external clienttroubles.  Utilizeknowledge of networking, hardwareand software. Interface with clients;create trouble tickets, comprehensive troubleshootingof facility,serviceand feature based issues.  Provideaccurateticket information and directtickets to the appropriaterepair team for further troubleshootingand resolution.
- 2. ï‚· Maintain and manage voicerepair tickets in a flow-through ticketingsystem. Act as primary interfacefor voice issues with clients,vendors and field personnel. ï‚· Escalatewhen necessary and bringto final resolution to clients.Build and managerelationshipswith vendors and other serviceproviders when referring troubles and resolvingservice-affectingissues.Troubleshootswitchingnetwork and loop maintenance functions. PROFESSIONAL EXPERIENCE cont. 05/97-05/05 Verizon Wireless Technical Support Coordinator & Customer Service Consultant ï‚· Educate both internal and external customers concerningwireless network and data issues. ï‚· Assistin the trainingof newly hired coordinators and conducttrainingfor newly hired customer servicerepresentatives on wireless basics. ï‚· Worked closely with network translations,switch techniciansand systemperformance engineers. ï‚· Communicate new cell sitebuilds and manageknown problem area documents for Upstate NY cell sitecoverage to call center. ï‚· Assisted network with call failureand in affective call attempts reports for engineering and help resolveRemedy network trouble tickets for system performance when asked. ï‚· As a customer serviceconsultantI conveyed all information regardingall aspects of wireless serviceto customers. Held an on call supervision rotation. ï‚· Cross-trained in the retention department. Educate and orient newly hired customer servicerepresentatives. EDUCATION ï‚· A.A.S from Genesee Community College-Batavia,New York ï‚· B.S. from Niagara University- Lewiston,New York