Paula Lucas

Telecommunications and Unified Communications Administrator with hands-on experience configuring, administering, troubleshooting, and supporting business phone and contact-center environments. Strong practical experience with 3CX and 8x8 Contact Center, including extensions, queues, IVR, call routing, office hours, voicemail, agent configuration, inbound and outbound calling, SMS workflows, surveys, provisioning, reporting, and system migrations.

Experience with RingCentral, Yealink IP phones, Twilio, Telnyx, SIP/VoIP, NBN, SMS/messaging, and telecommunications services. Skilled in technical troubleshooting, customer support, escalations, carrier/vendor coordination, documentation, and cross-functional collaboration. Reliable team player who is comfortable working independently and supporting colleagues with technical issues and knowledge sharing.

Technical & Support Specialist / Unified Communications Administrator at Inspired Business Services (2023-02 – Present)

• Administer, configure, troubleshoot, and support 3CX phone systems, including extensions, queues, IVR, call routing, office hours, voicemail, SIP/VoIP services, user provisioning, reporting, and integrations.
• Administer and support 8x8 Contact Center, including agent and supervisor configuration, queues, IVR, call flows, inbound and outbound calling, routing, office hours, notifications, SMS, surveys, and contact-center workflows.
• Support 3CX to 8x8 Contact Center migrations and implementations, including configuration, testing, call routing, agent setup, troubleshooting, and go-live support.
• Configure and troubleshoot Yealink IP phones and endpoints as part of VoIP/phone-system deployments, including device and extension-related support.
• Support Twilio and Telnyx telecommunications and messaging services, including voice/SIP, SMS, number management, routing, and communication integrations.
• Troubleshoot SIP/VoIP, NBN, hosted voice, mobile, SMS, caller ID, number porting, and carrier-related service issues and coordinate escalations with providers.
• Manage technical support tickets using Zoho Desk, investigating issues, documenting solutions, communicating with customers, and following incidents through to resolution.
• Support integrations and workflows involving Zoho CRM, Zoho Desk, Zoho Creator, and third-party telecommunications and messaging platforms.
• Support customer communication workflows including post-call SMS, outbound messaging, contact-center surveys, and proactive outreach requirements.
• Coordinate with customers, carriers, vendors, and internal teams to gather requirements, implement solutions, test configurations, and resolve complex technical issues.
• Create and maintain technical documentation, troubleshooting guides, knowledge-base articles, and process documentation.
• Provide technical assistance and knowledge sharing to colleagues, contributing to a collaborative team environment and supporting escalated issues.

Sales Account Executive – RingCentral Account at Acquire Asia Pacific, Inc. (2021-10 – 2023-01)

• Supported customers using RingCentral products and services, identifying communication requirements and recommending appropriate solutions.
• Managed the sales cycle from lead generation and qualification through product demonstrations and close of sale.
• Provided after-sales support through email, chat, and calls and coordinated with IT engineers when technical assistance was required.

Customer Care Representative / Acting Training Manager – T-Mobile Account at Alorica Teleservices Inc. (2017-01 – 2021-01)

• Provided real-time floor support, handled escalations, supported business continuity, and coordinated technical or tool-related issues.
• Delivered refresher training, mentoring, knowledge sharing, huddles, and coaching for assigned teams.
• Monitored team performance, call quality, real-time metrics, and customer service issues and supported corrective actions.
• Created training and self-help guides and coordinated with other departments on employee, process, and system concerns.
• Customer Sales Representative / Team Support Lead – DirecTV / AT&T; Account
• Supported team performance through floor management, coaching, call monitoring, huddles, real-time reporting, and escalation handling.
• Worked closely with team members to resolve customer issues and improve performance against service and sales objectives.

College Diploma in Information Technology – Computer Site Institute Inc. (2010 – 2011)

High School Diploma – Laguna Northwestern College (2006 – 2007)