Edward Delin

Professional Experience

Telecom Analyst - Century 21 Department Stores
Sep 2015 - Sep 2020

• Performed systems administration for Telecom infrastructure which include:

  Avaya Aura 6.3 platform

  Microcall Call Accounting

  Uptivity Call Recording Server

  Taske Contact Call Center Manager

• Coordinated and supervised project implementation with vendors, internal customers and other internal support personnel.
• Managed inventory of Telecom equipment.
• Provide hands-on assistance and troubleshoot all phone equipment failures and service issues for all sites which include 4 distribution centers, 15 retail stores, and corporate offices.
• Improved temp call center agent onboarding workflow with an automated python script.
• Provided the call center management with a self-service portal to easily management agent sills and queues.

End User PC Technician - Century 21 Department Stores
Sep 2010 - Sep 2015

• Provide Tier 1/2 desktop suport to end users.
• Troubleshoot basic LAN/WAN networking issues.
• Troubleshoot printers, scanners and other peripherals.
• Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware/software.
• Performed Moves, Adds, and Change requests.
• Set up audio/visual equipment for presentations.
• Managed computer asset inventory, ensuring that all equipment is set up and maintained within required specifications.