John Russell

CONTACT CENTER ENGINEER | TECHNICAL SUPPORT SPECIALIST

• Virginia Beach, VA • 757-336-8252 • john@russell6.com • linkedin.com/in/j0hnrussell

Sharp, highly technical engineer with expertise in operating systems, networking, telecommunications, and security.

Focused and precise communicator able to convey high-level concepts or deep details with fluency and precision.

Efficient problem solver who can rapidly grasp an issue and drill down to the root cause.

Mentor who can assist co-workers, share information, and delegate tasks.

• Key Skills

Implementation               Maintenance       Collaboration

Troubleshooting             Telephony             Networking

Application Support       Analytics             Linux

• Professional Experience

  • ALVARIA, Brentwood, TN

    • • Sr. Customer Support Engineer • Solution Deployment Engineer, May 2016 – July 2024

• Processed the technical details of upgrades and new deployments of Alvaria SaaS software for inbound/outbound contacts, workforce management, and call recording.

• Mass blue-green upgrade of dozens of customers completed in a six-month timeframe.

• Volunteered to help with the upgrade of Sophos on several dozen Linux servers.

• Tier-two technical support engineer with the Alvaria customer care team, handled the more complex trouble tickets coming from the front-line tier-one support engineers.

• Spent two weeks in India training new customer care engineers on Alvaria products and processes.

• Authored many knowledge-base articles.

• BRIGHTSTACK, New York, NY

  • VoIP Engineer, June 2015 – January 2016

• Installed, maintained and supported ShoreTel IP PBX systems.

• Configured new installations including SIP phones, switch and firewall setup, call flows, and call recording.

• VORTALSOFT, Somerset, NJ

  • Sr. Support Engineer, November 2013 – June 2015

• Support and installation of call distribution and call recording products.

• Saved a customer from defecting by resolving screen recording issues with the integration of the Aspect Quality Management software and their Avaya ACD

• ASPECT, Chelmsford, MA

  • • Sr. Field Service Engineer • Customer Support Engineer, July 2005 – November 2013

• Part of a focused support team for Aspect software products

• Turned a key account from a net detractor to promoter by working with each line of business to solve their unique requirements.

• Provided end-to-end on-site support for Aspect’s Spectrum hardware ACD.

• Conceived a novel approach for a customer relocating their ACD that reduced risk by turning a forklift move into a gradual migration.

Education

• UNIVERSITY OF FLORIDA, Gainesville, FL

Bachelor of Science, Computer and Information Science

• Industry Certifications

• Amazon AWS Solution Architect, December 2022 - Present

• Amazon AWS Cloud Practitioner, August 2022 - Present

• CompTIA Security+, December 2020 - Present

Technical Skills

SQL Server, RedHat Linux, Cisco, Switching, Routing, DHCP, DNS, Wireshark, APIs, Postman, Jira, Confluence, O365, Visio, MFA, Duo