Network Developer II / Technical L ead / Voice Project Manager Resume Wellington, FL - Hire IT People

SUMMARY:

20 years experience in the CallCenter sector with Cisco Unified Intelligent Contact Management Enterprise and various PBX/ACDs including Cisco UCCE, Aspect, Avaya.
Extensive knowledge in Cisco Intelligent Contact Manager (ICM) configuration, scripting and support in large and complex enterprises.
Expert knowledge of PBX and Call Center Routing, Applications and Reporting.
Working knowledge in Cloud and VoIP environments.
Exceptional abilities in Voice P roject Management & Vendor M anagement with organizational, technical and time management skills.
Strong customer service and communications skills with “Can Do” attitude
Technical Training skills to bring new team members, headcount on loan & new management up to speed on customer environment and routing configurations.

EMPLOYMENT HISTORY

Confidential

IT - Voice Network Consultant - Senior

Responsibilities:

Call Center Migrations and Enterprise Routing for United Health Group & Optum.
Testing Lead on Qfiniti SIP Recording Testing from SBCs into Avaya.
Performs Discovery on Agile / SRE Team requests in ICM and Avaya ASA and various “home-grown” applications.
Builds new Cisco ICM and Avaya configurations and stages ICM scripting for launch.
Performs Feature Verification testing on new Menu VDN destination routing, VCCD Desktop and runs traces in Avaya PBX.
Creates user mailboxes in Cisco Unity Voicemail.
Launches changes into production and monitors, run queries to validate routing.
Lead on Work Product Inspections / QA of Team Members ICM changes to ensure configurations will not result in any problem incidents.

Confidential,San Jose, CA

Advisory IT Specialist

Responsibilities:

Full life-cycle ICM and vendor coordination for Sprint’s multi-site configuration and hybrid of enterprise level IP and TDM environments world-wide.
Technical Project Management for assigned projects defining project task assignments, reporting project status updates and accountable for team deliveries.
Created all project-related documents detailing scope, level of effort status, outstanding items and test plans.
Providing application and project management support on UCCE versions 9.0 - 10.5
Implementation and programming for Cisco ICM Configuration Manager and Aspect ACD.
Documents Call Flows/Create new scripts to meet customer request s.
Designs, develops and tests ICM technical solutions.
Conducts software product assessments and resolved trouble calls.
Providing Tier 2 On-Call Support a nd troubleshooting of system outages.
Performs testing, validation, problem determination using SQL and Web View Reporting.
Conducts testing with PBX vendors to ensure the effectiveness of their call treatments prior to UAT.
Experience with MPLS & SIP Migrations and Empirix call trace software.
Created ICM Configurations and Naming Configurations Standards document to ensure configurations we built the same across the Enterprise.
Virtual Peripheral Gateway (PG) software installation and configuration.

Confidential - Wellington, FL

Network Developer II / Technical L ead / Voice Project Manager

Responsibilities:

Responsible for Cisco ICM pre-call routing configurations; ICM advanced scripting, translation routes, Call Trace testing, Monitor of Error and Router Logs, ICM reporting and server / Peripheral Gateway Patch deployment.
Managed 12 call center migrations to Nortel Symposium to support new Contact Center requirements.
Completed all deliverables for Internal Trial - Avaya S8700 and Modular Messaging (MM) IP Telephony systems.
Provided 2nd level tier support to Users utilizing Confidential Hicom 300, ROLM 9751 and Phonemail (all releases).
Provisioned and Supported Existing infrastructure of Confidential Voice Adds, Moves, and Changes to Call Routing.

Confidential

Field Trial Engineer - Santa Clara, CA

Responsibilities:

Responsible for the Implementation of Field Trials for Confidential Pre-GA Call Center applications: Tele-working, Skills Based Routing and Reporting Applications.
Led key project meetings with the customer and project stakeholders to gather requirements, design an appropriate solution, and present the complete project plan.
Generated and maintained documentation that supported the collection, management, and reporting of all project related information.
Maintained constant communication with the customer, identified potential issues in advance, and drove appropriate solutions.
Followed-up with the customer, ensuring that all products and services were delivered on time, and are working as intended.
Served as liaison between customers, partners, Confidential Development, and on- site support service vendors. 3