Walter Duch

I am currently an Operations Tech I in Enterprise VoIP repair with experience working Tier II trouble tickets. In this role, I am engaging daily with Broadsoft, Sonus SIP Trunk, and Sylantro customers. Providing assistance with issues involving Ethernet/T1 circuits, call quality, call routing, Broadsoft/Sylantro customer portal, CPE, Business Communicator telepresence, and Broadsoft hosted features. My troubleshooting is by way of SIP messaging, call routing, IP routing, and router/ATA debug/diagnostic results.

On a weekly basis, the equipment I work with includes; Polycom/Grandsream: phones and ATAs. Cisco: switches and ATAs, and routers. Adtran: switches and ATAs. Juniper/Alcatel routers.

Service Counter:

- Coordinated and executed all responsibilities of the service counter, including; check-ins, check-outs, customer follow-up both in-person and over the phone, valet pick-ups and drop-offs.

- Assessed incoming PCs and Macs to be serviced. Sometimes issues can be remedied over-the-counter, so I attempted to diagnose easy fix issues.

- Performed customer training in Windows, Microsoft Office, and internet browsing.

Technician:

- Performed troubleshooting, system refurbishments, 3-pass HDD erasure, hardware diagnostics, imaging, operating system installation, virus scan/removal, program and driver installation/removal/configuration, component replacement, new system builds both in-store and on-site.

As a system designer, I worked with a variety of clients, including homeowners, contractors, HOAs, electricians, interior designers, decorators, architects, and developers. Magnolia sells and installs audio/video, control, home theater, lighting, shades, and networking equipment through Best Buy retail locations. I have personally designed and overseen multiple home theaters, high-performance stereos, and whole-home networks for over a year and a half.

ActionSportsNow.com was a start-up I founded with an old friend. In its initial form, it served as a directory that connected consumers with action sports retailers, parks, camps, rentals and resorts around the United States.

Director of Client Services:

- Phone, video conferencing, email interaction with owners, IT, marketing, and decision-makers from our current subscribers across varying industries and business models.

- Content generation, including athlete interviews and product deals with subscribers.

- Onboarding of new subscribers, including instruction on usage of their profiles, scheduling giveaways, interviews, and product promotions. These interactions were over the phone or video conferencing.

I worked with setting/allocating retail product shelf space. I ensured chain store program compliance. Provided relief/support to all Team Leaders as well as Account Managers.