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TIFFANY M. TOUCHTON
108 Woodsorrell Ct ▪ Garner, NC 27559
(813)415-7961
TMTouchton@Gmail.com
OBJECTIVE
To obtain a more advanced position to challenge my knowledge and skillset further within Cisco.
SUMMARY OF QUALIFICATIONS
 Voice – POTS, VOIP, SCCP & SIP Protocols, Cisco Call Manager & Cisco Unity systems, Trader Voice
Technologies, NICE Recording, Telepresence, Unified Communications, VOIP Troubleshooting
 Video – Basic Cable, Dish Network QAM & Direct Broadcast systems, Directv MFH3 Video over IP & Direct
Broadcast systems.
 Data – Cable Modem, DSL, Fiber to the home, Active Ethernet, MFH3 VLAN infrastructures.
 I retain and adapt to new solutions quickly and efficiently.
 I work well in an SLA driven environment. I firmly believe in a valued customer experience, and understand
escalation paths and protocol.
PROFESSIONAL EXPERIENCE
Tier 1.5 MACD Engineer 6/2014 – 5/1/2015
Apex Systems Inc @ Cisco Systems, Research Triangle Park, Durham, NC
Providing Tier 1.5 Move - Add - Change - Delete Cisco voice support for JP Morgan Chase.
 My responsibilities include, handling the more complex configuration requests such as Time of Day Routing,
Hunt Groups, Nice Call Recording, etc.
 I also assist the team with implementing new processes, adjusting current processes to meet business needs,
and training new and retraining existing MACD engineers.
 Perform Quality Assurance checks on all engineers.
 Our team also assists JPMorgan Project Management with Unified Communication migrations from Avaya to
Cisco Call Managers and Unity Voicemail Systems, large quantity projects involving moves to new buildings,
and configuration changes using the bulk administration.
Sr. MACD Engineer
Apex Systems Inc @ Cisco Systems, Research Triangle Park, Durham, NC
12/2012 – 6/2014
The Cisco team has developed my position into an intricate part of our growing JP Morgan Chase MACD Team.
 I have managed multiple Cisco Call Manager migrations for one of the most prestigious and complex JP
Morgan Chase locations in the nation for the past year and a half.
 I work out of a SLA driven ticketing system to provide move, add, change, and delete Cisco phone solutions to
JPMC executive teams within their Midtown, NY Campus. I also provide secondary support to other locations
within our team.
 Provide to the team in depth training, and process development and documentation for the Midtown Call
Manager, and Unity systems.

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Tier 1 Technical Support Specialist
Connexion Technologies, Cary, NC
7/2011-12/2012
Connexion Technologies was an introduction to the world of technology while working for the Third party call center
and directly. I provided technical support at a tier 1 level for customers, and businesses, while assisting the customers
on their options of services, and provide them with the best experience possible.
 Maintaining an above and beyond customer service experience. Worked every possibility within my scope of
work to troubleshoot and resolve the customer’s problem. If a resolution was unable to be found, I would
escalate their request to the proper team for further evaluation.
 The Vice President of our Network Operations honored me by personally complimented my ability to
troubleshoot to the fullest extent of my expertise and customer support.
Third Party Customer Service Rep & Sr Technical Support 10/2010 – 7/2011
Start Customer Support, Rock Hill, SC
Start Customer Support provided Third Party Customer Service, and Technical Support for Connexion Technologies.
During my time at Start, I became fully trained on the Customer Service aspect of Connexion Technologies, as well
as Technical Support.
 I became the trainer for the Rock Hill call center on all new systems for Connexion infrastructures.
 Performed Quality Assurance exams on all Tech Support Representatives daily.
EDUCATION
GED
Rock Hill, SC , 8/2010
Currently studying for my CCENT and CCNA Routing and Switching.
I do not have any certifications at this time. My professional goal is to become a Cisco Voice Expert.
This will include CCNA Voice, CCNP Voice, and potentially CCIE Voice over the course of the next few years.
PROFESSIONAL REFERENCES
UPON REQUEST