Michael Malmstein
Telecommunications Systems Engineer
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About
Having worked in the telecommunications industry for over 20 years I have extensive knowledge and experience in assisting customers and fellow engineers Implement, Diagnose, and resolve issues and change requests on a large variety of Unified Communications equipment. I've also spent over a decade assisting customers with IVR and Contact Center implementation and programming.
Experience
Expertise in Avaya IPOCC Contact Center, ACO Cloud Solution, and PBX Product Line
Proficiency in Microsoft Office 365 Administration and Security Protocols
Technical Support for Ring Central Systems and ACO Cloud offers
Remote Virtual Office Operation and Exceptional Customer Support
Management of End User PCs and Networked Servers
Network Administration including DHCP, VLAN Routing, and QoS Packet Tagging
Proficient in Call Center and Contact Center Management
Experience in Billing, Invoice Processing, and chargeback processing
Proficient with Ticketing Systems including Microsoft, SAP, Siebel, Oracle, Navision, Service Now, Ivanti
Implementation, installation, and verification knowledge on telecom systems
Proficient in remote customer basic to advanced system training
Onsite Technical Support
Education
Avaya ACIS ACSS Certifications in IP office and IPOCC Contact Center solutions.
Avaya ACIS Certification in Avaya Aura R7
