SUMMARY:

To be involved in the daily technical aspects of a corporation, with a focus on supporting call centers and their clients. Focusing on telephony and the technology surrounding it.

COMPUTER EXPERIENCE:

• Literate in Windows NT, 98, 95, XP, 2000, DOS, Word for Windows, Excel, Lotus Notes, SQL, and TALXWARE, NICE call loggers, Extended training on Access for Office97 (CHUBB inst.).
• Knowledge of CTI, T1/T3, Route - It, Avaya Centervu Manager, Avaya G3R, Intuity Audix, S8700, S8500, G3R, IP Office. Proactive Contact 4.0, Predictive Dialers, Blackberry / Cell phone management.
• Strong analytical capabilities useful in technical and financial business scenarios.
• Ability to understand interdepartmental relationship and client needs with good organizational and communication skills to collaborate with others.

WORK EXPERIENCE:

Telecommunications Techncian

Confidential

Responsibilities:

• Implemented Call Copy recording system.
• Managed 6 new branch openings using LSP’s. Scheduled for additional 12 this year.
• Assisted 7 digit dialing plan conversion.
• Currently rolling out 96XX phones VOIP.
• Upgraded and implemented call blending on Avaya Proactive Contact. Ver 4.0 to 5.0.
• On going maintenance on switch, currently moving from Medpro’s to Crossfire boards.
• Assisting in implementation of new Convergys IVR.
• Designing DR site with ESS.
• CMS upgrade to 16.2
• Working with vendor to advise management on neccessity to convert to Modular Messaging.
• Tasks to include those from previous experience at Confidential (as listed below).
• Integrated CCE for screen pops to work with our existing IVR platforms
• Implemented Blended Agents for Proactive Contact

Telecommunications Technician

Confidential

Responsibilities:

• Maintain an Avaya S8730 and two G650’s.
• Maintain and upgrade firmware on all 96xx series phones.
• Troubleshoot and program all routing for 300+ users.
• Modular Messaging 4.0

Telecommunications Technician

Confidential

Responsibilities:

• Provide support to 70+ branches with a wide variety of communication platforms.
• Coordinate with outside vendors to maintain and troubleshoot all wiring and switch issues.
• Daily programming and maintenance of Definity G3, S8500, S8700, Intuity Audix, IP Office, Centurion IVR, Avaya IR, and Avaya Predictive Dialer 4.0.
• Process, research, and analyze all communications invoices across various CLEC platforms.
• Manage implementations of new and existing branch build outs and refreshes.
• Order, process, and maintain directory’s of all circuits and switch inventory.
• Provide day to day direction and administrative management to the resources responsible for voice / data and low voltage cabling services and specialized project management functions.
• Manage voice, data circuit inventory, low voltage cabling and physical associate moves in 5 States comprising of over 70 locations, including T - 1 circuits, PRI, ISDN, DSL, copper lines, Interactive Voice Response (IVR), Automated Call Distribution (ACD), Call Accounting Systems, PBX and Voice Mail Systems.
• Ensure maintenance contracts on all telecommunications and data communications equipment is up to date and cost effective.
• Troubleshoot voice/data network problems, including response time issues, downed circuits, misrouting of data/voice calls, etc.
• Work with vendors to analyze traffic, fraud, abuse and recommend cost saving measures.
• Order, maintain, and upgrade existing cell phone and Blackberry users.
• Provide multiple departments in setting up and maintaining their campaigns within the Avaya Proactive Contact 4.0.

Telecommunications Engineer

Confidential

Responsibilities:

• Maintain, troubleshoot, add users, delete users from a Mitel SX-2000 Light Switch.
• Troubleshoot and maintain all voice response machines including, Edify, Telephony@Work, and Confidential for a 400+ call center.
• Maintain Confidential Voicemail system.
• Advanced training (5 day course, Edify, Cisco IPT).
• Maintain Cisco VOIP for office of 40 using Cisco Call Manager and Cisco Unity.
• Maintained all directory’s up to date to coincide with Confidential ’s.
• Troubleshoot, move adds changes, and resolving system issues for a call center of 400 users.
• Take care of ordering of circuits for new 800 and DID numbers.

Confidential

Responsibilities:

• Updated and maintained Lucent G3R switch.
• Programmed new and existing clients routing.
• Performed daily moves on telephones in the call center
• Assisted team managers in understanding and setting up Lucent CenterVu.
• Troubleshoot abandoned calls and mis-routed calls.
• Worked with telecom vendors in order to get new service.
• Added existing lines to phone systems, by wiring the switch and house jacks.
• Installed and administer NICE call logger system.
• Administered Witness call recording.

Confidential

Responsibilities:

• Managed 4 employees in the Production Support Team.
• Provided 24X7 support.
• Worked for the systems department of Confidential handling all voice response traffic going in and out of the customer service center.
• In charge of all production moves to update the voice response systems.
• Lead the conversion project of switching all the voice response units from OS2 to Windows NT. Project took 6 months to complete at all three locations.
• Monitor, upgrade, troubleshoot, and maintained 35 voice response computers with 2 T1’s in each machine.
• Created and modified query’s to obtain statistics of callers and calls going to representative and the voice response units.
• Assisted in moving 2 call centers from a PBX to a Lucent G3R.

Personal Benefits Representative

Confidential

Responsibilities:

• Worked for the Confidential team in the customer service center.
• Assisted employees of the bank in understanding their benefits.
• Developed extensive knowledge of Health and Welfare, Defined Contributions, and Defined Benefits.
• Consistently demonstrated a high rate of productivity.
• Received compliments and recognition for resolving problems by senior executives at Confidential Corporation via letters and voice mails.