SUMMARY:

• Analytical ability and talent for managing projects tasks, paying close attention to detail from start to finish.
• Making sure the company get a higher than normal ROI, while maintaining outstanding service and commitment to the customer.
• Committed to be the top performer in field ofproject management with the nation's most successful corporations.
• Recognized as a leader in analysis and Call Flow and Business Process design procedures which maximize customer/client performance and company's profitability.
• Also demonstrates a sound knowledge of telecommunications protocols, with a solid background in troubleshooting systems hardware and software.
• Business Analyst: Requirements, specifications, gathering and documentation.
• Solid understanding of process improvement, planning, design, testing, research and development. Scripting and redesigning for current and future state, Call Flow/Business Process Flow

TECHNICAL SKILLS:

Hardware/Software: Large Scale IPT, Cisco Unified Communications (UC, CUCM), Avaya Blue/Red, Nortel Options 11, 61, 81c, Legacy, Microsoft Lync, Confidential, Siemens/Rolm, T1, T3, PRI, CTI, IVR Call Manager Administrator Interface, NEC SV8100/SV8300 CCIsoIP Peer to Peer, SIP, QoS & MPLS, CS1000, Data Warehousing, Genesys MAC, Technical Support, Call Routing Requests, Recording Announcements

Service Management: ITIL, ITSM, Reflections, POS

Microsoft: Sharepoint, Word, Visio, PowerPoint, Access, Excel, Project, Explorer, Outlook, Publisher, Windows Server 2008, SQL

IBM: Lotus Notes, Cognos Automation and Data Integration

TechSmith: Snag - It, Snipping

Windows: XP, NT, 7, 8, Vista Snipping

Methodologies: Enterprise Architecture, (SDLC) Software Development Life Cycle, Information Mapping, Gap Analysis, Use Cases Current/Future State, Agile, Waterfall, Scrum, Cognos (SRS)

Software Requirements Specification:

Modular/Voice Messaging: Audix, Aria, Unity, Cisco Call Pilot 100 & 150, Meridian Mail

Recording Methodologies: Nice

Reporting Methodologies: Symposium, Exony, Cognos, Avaya Aura Call Center Elite

Configuration and Installation: Installing, maintenance, troubleshooting, Punch downs/cross connects, Router/Servers H323

Ticketing Tools: HPSM, BCM Remedy, Track IT

PROFESSIONAL EXPERIENCE:

Confidential, Englewood, CO

Avaya Telecom Analyst

Responsibilities:

• Handling documentation for the KnowIT database for the entire IT Telecom Department
• Working Routing Requests from Business Units updating changes to the Call Routing Vectors, VDNs and Announcements database in Avaya Switch
• Call Routing in Avaya VoIP
• Working Trouble tickets within BCM Remedy Ticketing Software
• Switch Consolidation Clean up for the upcoming Time Warner/ Confidential merger
• Scheduling and Presenting meetings within and for Telecom Department for information pertaining to current switch cleanup and documentation
• Avaya VoIP Technical Support for MAC work as needed
• Working with SQL Server for query reporting in each Avaya Switch in all Regions

Systems Business Analyst Consultant

Confidential, Nashville, TN

Responsibilities:

• Consulting and assist IT in the migration of IPT clients looking to upgrade their current platform using Gap Analysis and Use Cases to determine Current/Future State of platforms
• Install (CTI) Computer Telephony Integration for desk phone, CuciLync, video conferencing, mobile phones
• Call Routing on various platforms
• PBX/VoIP Technical Support, MAC work as needed
• Working with Microsoft SQL Server Central/Pro for data management
• Using Data Warehousing Concepts for reporting and data analysis to store current and historical data creating trends reports for senior management and data modeling processes

IT Network Infrastructure Systems Business Analyst

Confidential, Bloomington, IL

Responsibilities:

• Provide a structured and standardized process for all phases of any system development effort. System planning and concept development to acquisition and requirements definition, design, integration and testing, deployment and acceptance though deployment and production and finally to system retirement
• Outline current communication status, and gather appropriate information via site survey to implement needs, such as CTI in for the Business Units
• Manage Contact Centers/Hubs and Spoke sites exporting database information from Avaya to Cisco UC
• Determine if a group needs to be moved off the Contact Centers onto a Hub or Spoke site
• Install and manage (CTI) Computer Telephony Integration for desk phone, CuciLync, video conferencing, mobile phones and faxes
• Utilize CRM to manage detailed daily reporting on migration and implementation
• Utilize ITIL set practices for IT Service Management in the network infrastructure in covering the lifecycle stage from the end of life for Avaya/Legacy and the deployment of the UC migration time table
• Develop and apply systems tools, processes, and business analysis, as well as assign responsibilities to perform daily activities
• Work with Microsoft SQL Server Central/Pro for data management and data modeling
• Use Data Warehousing Concepts for reporting and data analysis to store current and historical data creating trends reports for senior management and data modeling processes
• Develop Gap Analysis and Used Cases for Current and Future State
• Create and maintain crucial documentation for migration: Project Charter, (DOU)
• Documentation of Understanding, Implementation Approval Package, Requirements Approval Package, Consolidated Design Approval Package, Service Transition Strategy,
• Transition Requirements, Transition Support Plan, Validation Approval Package, Transition Support Plan, Closing Approval Package

Tools: Used: Excel, Visio, SharePoint, DB2 for QMF for Websphere v8, Lotus Notes, HPSM, Cognos, Tyler 7 "Client Sever Software System" to manage and administer Avaya Voice Switches, ITIL Service Now, Snipping, Windows Server 2008, SQL, Data Warehousing

IT Systems Business Analyst

Confidential, Bloomington, IL

Responsibilities:

• Technical and Business Call Flow design for all Business Partners to control how calls are routed within Contact Centers, Hubs and Spoke sites for Confidential nation wide
• Create (ADD) Application Design Document for each Business Group
• Create (BP) Business Process Flow for Business Group
• Approve all Change Management requests for crucial configurations, testing and implementation

Tools: Experience: Excel, Visio, SharePoint, DB2 for QMF for Websphere v8, Lotus Notes, HPSM, Cognos, Tyler 7" Client Sever Software System" to manage and administer Avaya Voice Switches, Windows Server 8, SQL, Data Warehousing

IT Technical Support

Confidential, Nashville, TN

Responsibilities:

• Project Management, team lead with decommissioning of HP/EDS sites
• Manage HPSM ticket bucket: Assigning tickets out to the workgroups US and PR, MX,
• BR, and ASIA.
• IPT migration from PBX to VOIP
• Integrating Cisco H.323/Unity SIP, QoS & MPLS
• Remote dial up technical support for customers across the continental US and PR
• Moves, Adds and Changes within the Nortel PBX
• Call Routing in Nortel PBX
• Systems Administration for Octel 350 Voice Mail
• Systems Administration for Aria 250 Voice Mail
• Systems Administration for Merlin Magic Integrated Systems
• Systems Administration for Meridian Mail
• Systems Administration for Call Pilot
• Create Gap Analysis and Use Cases

Tools: Used: HPSM, Microsoft Office, Emulation Terminals, Snipping, Siemens Model 30 and 80 Centre Vu Supervisor, Terminal Emulator and Legacy Voice

Nortel PBX Telecommunications Technician/Analyst (Middle Management)

Confidential, Johnson City, TN

Responsibilities:

• Successfully manage projects of various sizes and technical complexity
• Hardware and software administration on Confidential, Avaya, Nortel, Meridian Mail, Symposium and OTM.
• 24x7x365 Sev Level 1 Technician
• "On call" for all Telephony issues
• Adherence to SLA with in-house clients
• Installation of PRI cards into the Super loop, Trunking and T1s
• Installed fiber optic cabling to transmit data more quickly and over longer distance
• Test dialing and monitor all servers and IVRs for system functionality
• Cross connections, punch downs and wiring
• Implement and maintain Call Center Application such as CMS, Avaya Site Administration, Track IT
• Full involvement with test and turn ups, upgrades and patches
• Maintain telecom site documentation and reports
• Dialer Administrator responsible for Maintaining Dialer operations for all customers
• Analyze Test Dialing for accuracy and dialing pacing
• Import and Export daily dbase information and files as needed
• Monitor system functionality for maintaining thresholds and capacity on hardware
• Verify delivery of down loaded files for all jobs, via campaign generator/files
• Run and deliver reports as needed to the business units

Tools: Used: Microsoft Office, Punch downs/Cross Connects set

Telecommunications Business Analyst IT Consultant

Confidential, San Rafael, CA

Responsibilities:

• Project Team Lead/Manager for the implementation of Call Center upgrades, solutions and installations to our clients
• Installed coax or fiber optic cabling depending on clients needs, budget, flexibility, capacity and usage
• Analysis and design of procedures to maximize Call Center performance and profitability
• Cisco deployment to Contact Centers Clients
• Assist in the migration of IPT clients looking to upgrade their current platform using Gap Analysis and Use Cases to determine Current/Future State of platforms
• Lead consultant for Call Center operation and management
• Setup or modification of CUCM Call Center management, protocols, procedures and training of staff
• Monitor performance of clients upgrades and installation

Tools: Used: Microsoft Office, Punch downs/Cross Connects set, CRM, Avaya Aura Call Center Elite

Confidential, San Francisco, CA

Technical Analyst

Responsibilities:

• Lead system hardware and software upgrades for maintenance of the call center environment
• Conduct meetings with internal Confidential clients, various Confidential IT resource groups, and outside vendors
• Consult with Siemens/Avaya PBX/LEC/LDC to resolve T1, Frame Relay and ISDN issue.
• Install, troubleshoot, repair and maintain the following software/hardware systems: Confidential /Siemens, Stevens Communications Nice Logger, Confidential Telecasters and DropZone Screen Pop, Traffic Call Routing for Call Centers and Skill Base Routing. Duties included Writing Call Control Tables "CCT's", building "Trunk, Agent, and User Groups" into the current Confidential Release 6.0, 7.0, 8.0 switches
• Manage all call center routing for in-house business units including making decisions to change thresholds and parameters as needed to ensure effective, efficient and maximum usage for call center queue
• Monitor Trunk Utilization twice daily to make sure all trunks were online and activated
• Monitor and reported on a daily basis of call flow for business units utilizing CustomView, another Confidential software bundle
• Produce weekly database reports using CustomView/Mgmt. Suite and Report Runner/Writer.
• Update Confidential switches with New Area Codes twice a month and handled tape back-ups and database back-ups for all switches weekly of Confidential and Siemens routers
• Coordinate the re-routing of all traffic back to back to San Francisco
• Technical Confidential FTE for the Help Desk, after each relocation.
• Perform cross connections and punch downs from IDF/MDF to workstation ports
• Performed EMML 9600 System Administrator, Moves, Adds and Changes on Siemens Model 30 and 80
• Handling 33% of all trouble tickets and resolved them and within Service Level
• Agreement mandated with all Business Units
• Document all completed assignments in Remedy software
• Provide reports and complete requests for new service on a daily basis
• Equipment used on a daily basis included: All Confidential hardware and software bundles,
• Siemens/Rolm/ Avaya PBX hardware and software bundles, current and new releases of Microsoft software bundles

Tools: Used: Reflections software for ACD systems maintenance, Microsoft Office, Punch downs/Cross Connects set, Remedy software for reporting, dispatching, working and maintaining and closing trouble tickets

ACD/PBX Telecom Voice Analyst/Call Center Manager

Confidential, Round Rock, TX

Responsibilities:

• Project Manager for large scale migration of the IPT from Confidential to Confidential
• Manage 28 agents and handled hiring process
• Responsible for payroll for both permanent and contract agents and established and organized work schedule, which included ensuring adequate coverage of call center operations
• Attend and conducted Change Management/Developers meetings.
• Assist Call Center Management with strategic planning for increased high call volume and departmental growth
• Manage, train and mentored agents by monitoring, coaching and providing feedback.
• Conduct and attend weekly quality assurance meetings with agents and superiors.
• Monitor call volume and call response time to ensure calls were handled within the Service Level Agreement
• Prepare and maintain various daily, weekly, and monthly ACD reports; monitor and analyze call center performance statistics; prepare assessments for management
• Build (CCT's), Call Control Tables Trunks, Agent, and User Groups into the current Confidential Release 6.0, 7.0 and 8.0 switches.
• Manage Voice Mail Disk Utilization and maintain a 70% maximum threshold, so there were no failures, involving 11 switches, serving over 15,000 agents and business partners
• Monitor all incoming calls and trunk utilization daily to make sure all trunks were online and activated
• Trouble shoot and close 33% of all Confidential trouble tickets
• Responsible for updating all Confidential switches with New Area Codes as needed
• Manage and maintain Dell's Toll Free DNIS Database, which was over 2500 toll free numbers.
• Conduct numerous ACC Resyncs and On-line Resyncs with Confidential /COSC, and coordinate with Confidential Account Representative to move toll free traffic to the Confidential cloud
• Supervise the Help Desk after relocation of Call Center Agents
• Equipment, software and systems used on a daily basis were: All Dell PCs, laptops, and severs, all Confidential hardware and software bundles, Meridian/Nortel PBX hardware and software bundles, Lucent/Geotel/Avaya hardware and software bundles, current and new releases of Microsoft software bundles.

Tools: Used: Utilized Reflections terminal emulation software for ACD systems maintenance, Microsoft Office, Remedy software for reporting, dispatching, working and maintaining and closing trouble tickets. CustomView/Mgmt. Suite