SUMMARY:

• Unified Communications and Contact Center Solution Architect with over 25+ years of experience supporting global enterprises across multiple verticals. Leveraging my knowledge and experience to help organizations realize efficiency through strategic design and delivery of technology and communication solutions.
• Instrumental in transforming new client relationships into lasting partnerships by responding to needs with valued perspective on industry practices drawn from diverse personal experience. Capable of providing relevant engagement across all facets of client business; from discussing interface specifications with developers, to demonstrating ROI and competitive advantage to executive management.

SKILLS PROFILE:

Contact Center Design Delivery, & Optimization CRM Integration Software Development Engineering Documentation & Design Collaboration Virtualization Storage SIP CTI People Management Project Management Epic Integration Service Delivery Unified Communications Enterprise Risk Management Workflow Optimization Workforce Management Audit & Regulatory Compliance Presales Post sales Customer Service Vendor Management Multi - platform & Legacy Support IT Strategy Team Leadership & Motivation

EMPLOYMENT HISTORY:

Sr Voice Engineer/ Architect

Confidential, Ft Worth, TX

Responsibilities:

• Lead Engineer for Branch SIP Optimization and IPT Transformation Projects, and member of AIGs Global Voice Engineering Team.
• Responsible for the design, implementation and managing the migration of all Confidential Branch office locations in North America from local PSTN to Confidential Carrier SIP.
• Develop detailed designs and schedules for UC deployments in the following areas: voice (DID, LD, inbound toll services, carrier routing, VoIP, agent desktop integration, IVR and Queuing, applications integration (call recording, workforce management, CTI integration)
• Design, configure and maintain complex skill set routing using DNIS Digits, incorporating Automatic Number Identification into IVR speech recognition applications, integrating speech recognition into the Voice Portal, and interfacing inbound routing Agent Sip Servers, Trunking Sip Servers, Configuration Routers, Agent Desktop Servers, Supervisor Servers, and Statistical Servers.
• Migrated over (80,000+) DIDs, (487) Toll Free Numbers, and (145) Branch office locations from local PRIs to Confidential Carrier SIP and IPCC.
• Generated approximately $1.6 million in annual savings through reduction of local PRIs and migrating services to Confidential Carrier SIP.
• Provided Trunk Utilization and Capacity Analysis for SIP trunking design and Consecutive Call requirements for migration to Confidential SIP. Developed High-Level/ Low-Level engineering design solutions consistent with Confidential ’s Unified Communications and architectural standards.
• Acquired, maintained and reported on data related to network performance management, capacity planning and utilization trend analysis. Not limited to but including WAN Utilization, EF Reports and Concurrent Call Limits (CCLs) for managing, planning and migrating services from PSTN to SIP while maintaining a P.01 grade of service. ( NexTEM, AT&T Business Direct, Confidential Enterprise Portal, WAN Analytics, TACACs, and IPConnect)
• Developed and maintained operational process and procedure documentation and network change management records.
• Provide Disaster Recovery design solutions as per Confidential policies during Hurricane Harvey. Redirecting 40% of Confidential ’s Contact Center related Services to recovery sites across the US, and Latin America. Including DID, Toll Free and individual phone clients for over 3000 Confidential employees and over 1600 TFNs.

Contact Center Architect

Confidential, San Jose, CA

Responsibilities:

• Design and delivery of multiple service offerings and strategic partnerships to augment Unified Communications and Contact Center solutions and produce new revenue channels
• Responsible for both pre-sales and post-sales solution and design delivery, including professional services pricing and contractual document review and approval
• Part of small agile team, that supported Advantel’s West Coast operations, from San Diego to the Pacific North West, including Federal accounts across US, while achieving territory goals in developing markets.
• Directly responsible for customer satisfaction and experience
• Individual contributor to both pre-sales & delivery across all areas of Unified Communications and Contact Center Integrations including but not limited to Confidential Aura, Verint, Epic, Meditech, Cisco, Calbrio, & AMC,
• Responsible for building and maintaining manufacturing partner relationships and evangelizing team capabilities to partners
• Served as technical subject matter expert for End-User Support, Application, Virtualization and Contact Center
• Develop detailed design for Confidential /UC deployments in the following areas: voice (inbound toll services, carrier routing, VoIP, agent desktop integration, IVR and Queuing, CUIS, applications integration (call recording, workforce management, CTI integration)
• Enterprise design of complex contact center solutions, Confidential IP Contact Center: Confidential IPT/UC Network Infrastructure Architect, Call Center, ACD, IVR, CTI, Call Recording, Call Accounting, reporting, VoIP, and Confidential CMS, IC, PD, AES, IVR, ACD, OA, ACM, Siebel, Jacada, Oracle and MS SQL databases. Genesys -- Confidential IVR integration call flows/ routing, screen pops, architecture, design, capacity planning.
• Confidential Dialog Designer, Confidential Voice Portal, Genesys Voice Portal, Genesys Interactive Routing Designer, Test Director, Visio, Microsoft Office suite, Microsoft Project, Genesys Workforce Management, Confidential Modular Messaging, Confidential Session Manager, Tomcat 5.x -- 6.x, Eclipse 3.2 -- 3.4, Confidential IP agent desktop, Confidential Communications Manager 5.2.1, NICE, Witness and Calabrio.
• Design, configure and maintain complex skill set routing using DNIS Digits, incorporating Automatic Number Identification into IVR speech recognition applications, integrating speech recognition into the Voice Portal, and interfacing inbound routing Agent Sip Servers, Trunking Sip Servers, Configuration Routers, Agent Desktop Servers, Supervisor Servers, and Statistical Servers.
• CTI middleware integration with Business Applications, such as CRM, ERP (Enterprise Resource Planning), Workforce Management, Message Boards, Outbound Dialing and Voice/Data Monitoring and Recording apps
• Lead and manage CTI product suite projects including IVR/Web/Multi-channel/PBX/ACD call routing and workflow management.
• Responsible for developing world wide Data Center VOIP/video networks with CTI end points in the following areas: Service Provider Voice (SS7 based softswitch, VoIP), Cisco UCCX, UCCE, CVP, IP-IVR, UCCE-CTI, Data (LAN and WAN) and Tandberg codecs, Tandberg telepresence, TMS, Tandberg Multipoint Control Units (MCU), Gatekeepers, high-definition videoconferencing, Nortel Contact Center Portfolio, Nortel PBX, CallPilot, Nortel Opt 11-81c, CS1000, Symposium, Confidential IPT/UC, Nortel Telephone Manager. CTI (Genesys) Voice System Specialist responsible for supporting Genesys CIM and Interactive Voice Response (IVR) Platforms.
• Design, develop, and document software components, including IVR applications and JEE-based middleware. Design, develop VoiceXML 2.0 DTMF and speech-based applications
• Enterprise-level Contact Center solutions architect; IVR/Web/Multi-channel/PBX/ACD call routing and workflow management. CTI/IVR level reporting. CTI platforms such as Genesys CIMP, Confidential Interaction Center, Confidential Computer Telephony, Siebel CRM, Cisco ICM or Aspect Call Center/Contact Server is desired but not required. Experience with CTI interfaces and switches (ie MapD/ASAI, CallBridge, Application Bridge, Meridian Link/Symposium). Third-party databases (ie MSSQL, Oracle, DB2, etc) . Analyze existing call center operations (screen pops and telephony tool bars), CTI call associated data and business application integration with IVR and contact center workflow.

Advanced Solutions Architect

Confidential, Dallas, TX

Responsibilities:

• My core responsibilities as an ASA was to provide support and consultation to Confidential Managed Services customers and business partners for integrating communication applications with their business processes and applications.
• Thought leader in the strategic design, integration and implementation of complex multi-vendor global voice communication solutions.
• Support ITIL driven standards through lab-to-production rollouts, product pre-testing, evaluation and acceptance testing prior to production deployments.
• Provided, created and enhanced sophisticated communication architectures and communicated those designs in verbal and written forms in appropriate terms to customers, partners, suppliers and implementation resources.
• Provide exceptional technical and/or analytical support to clients in identifying, analyzing, and resolving problems of moderate to highly complex business communication systems.
• Senior member of the Professional Services team and as such took responsibility for client satisfaction on project deliverables.
• Interfacing directly with clients/others outside the company, recognize additional business opportunities and helps to develop them.
• Diagnosing and evaluating complex issues.
• Provide solutions to a diverse range of complex problems.

Senior Systems Administrator

Confidential, Houston, TX

Responsibilities:

• Responsible for worldwide Data Center infrastructure projects managing 6 individuals in the development and execution of architecting and implementing enterprise class data and voice networks to support the Confidential Aura Suite, MS Office 365 and legacy infrastructure, supporting (149) BMC offices, and (60000+) users across the globe.
• (VoIP) strategy and implementation for service and support of the following: PBX (Avaya) S87xx/88xx Servers, Confidential CMS, IC, PD, AES,IVR, ACD, OA, ACM,TDM and SIP/H323 phones, IVR, Call Recording (Verint), Voice Mail ( Confidential Modular Messaging), (CMS) Call Management System, (TCS) Work force Management System, Nortel Symposium/Contact, Cisco Unified ICM Enterprise Cisco UCC Enterprise, Cisco UCC Express Cisco Unity / Call Manager / IPT Cisco CTI development and Genesys, ICM/IPCC scripting, Cisco IPIVR, Cisco Call Manger, Cisco CVP, Cisco RSVP for Call Admission Control and SIP, survivability through Cisco Call scripting, Cisco Unified Contact Center Enterprise (UCCE), Cisco UCCX, and Cisco CUCM
• Design, implement, and support Microsoft Office Communications Server (OCS) including instant messaging, presence, remote access, federation configuration, high availability, disaster recovery.
• Responsible for enterprise Voice, PBX integration, SIP trunks and/or third party audio, web, and video conferencing solutions and the interfaces to OCS and Office Communication Server 2007 R1/R2 (OCS 2007 R1/R2)
• Architect PBX systems, Voice Mail, Call Management Servers, CTI, Call Recording, IVR, Cell Phones, PDA’s and Carrier Services. Design, implement, configure, and test of enterprise level application UC.
• Architect, maintain and manage Confidential PBX system (Multiple S8700 Systems). Administrate and Engineer Unified Messaging Voice Mail Platforms (Including Fax and E-Mail integrations). Design and make changes to Confidential IVR platform for enterprise call center applications
• Manage call center changes, such as Agents, VDN, and Vectoring Manage call center supporting applications, such as CTI, CMS, eCAS, Witness Call recording. Implement Confidential VoIP infrastructure for remote offices and centers.
• Track telecom vendor contracts for voice services and toll free advanced features.
• Responsible for AVAYA, CS1000 PBX equipment, CS1000 Succession platform and Callpilot Symposium and HMS. PBX Administration performing system administration/maintenance for: multiple PBX systems (G3R, S8100, G3SI, S8500, S8720 and Prologix); Intuity Audix; Modular Messaging; CMS; and Ecas.
• Architect converged communications infrastructures, converged IP applications including VoIP, Fixed MobileConvergence (FMC), and Unified Communications and Collaboration (UCC) to include messaging, conferencing and underlying technologies (SIP, IMS, IPT, SBCs, etc.)
• Architect core CTI framework in a multi-site environment.
• Architect enterprise-level Contact Center solutions including IVR/Web/Multi-channel/PBX/ACD call routing and workflow management - CTI with Confidential ACD, Cisco VOIP.
• Supporting Infrastructure projects, M&A and day to day support for Telecommunications.
• Architect converged migrations from legacy PBX to Unified Communications platform.
• Integrating BMC platforms to leverage current investments and deliver a full featured experience to users.
• Reducing Telecom expenses through maintenance/billing review and analysis, in addition implementing Least Cost Routing. Reductions in maintenance leading to 40% reductions in annual maintenance with Avaya.
• Flattened Global Telecom to (5) cores globally, and brought Telecom in line with Enterprise solutions architecture. Reducing cost by 33% annually.
• Leading projects for Lync Enterprise Voice and Confidential CTC Integration.
• Responsible for providing strategic and technical direction as well as developing enterprise standards and solutions for the client telecommunications infrastructure, systems, and voice applications to meet emerging business needs for BMC.
• Leading the Enterprise Telecommunications support team in the planning, configuration, implementation, optimization, support, and maintenance of all telephone systems and services, voicemail and PBX communication systems, and video conferencing environments.
• Migrating BMC’s Legacy infrastructure to UC Enterprise Voice Platform.
• Manage the day-to-day operation of the Enterprise Telecommunications support team and Service Request/Incident queue.
• Motivating team to work together in the most efficient and cohesive manner, mitigating team conflict and communication problems. Coaching, mentoring, and developing staff, including overseeing new employee on boarding and training IT support teams in preparation of UC support.
• Manage and administer telecommunications infrastructure and its associated software, including PBXs, VoIP, call management systems, voice mail, interactive voice response, and other telephony or network applications.
• Develop long-range telecommunications development plans in accordance with the IT strategic plan.
• Design and oversee telecommunications projects to improve or expand the current infrastructure.
• Prepare telecommunications budget recommendations.
• Develop, implement, and maintain policies, procedures, and training plans for telecommunication systems administration and appropriate use.
• Work with end users to establish service level agreements based on customer requirements.
• Administer add, move, and change requests from end users as well as new line installations. Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.
• Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. Generate telecommunications usage and inventory reports. Research emerging products, services, protocols, and standards in support of telecommunications equipment procurement and development efforts. Interact and negotiate with vendors, outsourcers, and contractors to secure products and services.
• Administer contracts for telecommunications equipment and services. Oversee and implement the acquisition and installation of telecommunications equipment. Collaborate with other technical staff to ensure the proper installation of cabling, wiring, and other electrical hardware. Provide on-call technical support. Manage multiple telecommunications projects concurrently.
• Plan projects and identify project scope and resources; recommend project budget and spending plan.
• Identify potential risks and design strategies to mitigate or avoid them. Monitor and track project progress. Recommend changes to project plan in response to unforeseen changes or unexpected results.
• Provide technical direction and leadership to less experienced team members. Ensure proactive monitoring and alerting systems are in-place for critical components of the telecommunications infrastructure.
• Develop performance metrics and quality criteria to ensure superior uptime and reliability.
• Establish and provide monthly reporting on uptime and availability metrics for the services being monitored.

Senior Systems Engineer

Confidential, Dallas, TX

Responsibilities:

• Engineering support for Cisco, Nortel and Confidential presence enabled (UC) communications and collaborative systems including IP telephony (IP PBXs), instant messaging (IM), audio, video and Web conferencing, providing a consistent, unified user quality of experience over any device (Blackberry or Smart phone), anywhere, anytime - whether fixed or mobile.
• Engineering support for Hosted Call Center Solutions for both TDM and VoIP services.
• Responsible for applying analytical and problem-solving skills to validate, verify, communicate, and resolve system/software application issues through system testing to ensure stable, reliable and validated implementations meet and satisfy end user/customer requirements.
• VoIP Engineering Design to aid in the development of the Confidential Business Retail Voice over IP product offerings.
• Provide High Level and Low Level Design documentation for Cisco, Nortel and Confidential Unified Communication Products.
• Interact with Product Development, Marketing and other engineering IT teams to gather network requirements to ensure designs are tested and rolled to production within 3 months of vendor’s general release.
• Document call flows, track defects, perform test coverage analysis and aid in troubleshooting lab and field issues with Voice over IP and Session Initiation Protocol (SIP).
• Support Broadsoft Network engineering requirements with consideration to SIP trunking and CPE Certification of vendor IP PBXs over Confidential ’s Retail IP Network.
• VoIP Testing & certification for Cisco, Nortel and Confidential IP PBXs
• Product Support Documentation for Cisco, Nortel and Avaya
• Implementation & Configuration Guides

Senior Systems Engineer

Confidential

Responsibilities:

• Confidential CM VoIP Platform, Modular Messaging, CMS, Call Center Express, Audix, Cisco, Juniper,
• TippingPoint, Solarwinds, VPNs, RSA, Windows Server, VMWare, Windows Office Suite, Windows
• Server Updates and Patches, Track-it Helpdesk, WireTransfer, ATMs and Building Security and
• Cameras.
• Lead Voice Engineer/ Project Manager for $650,000 VoIP upgrade from CM 3.2 to CM/AURA 5.2.
• Lead Voice Engineer/Project Manager for New Branch Locations.
• Engineering and Design support for Call Center Environments, including Member Services, Collections, Real Estate, and Loan Servicing. Building on a CMS platform.
• Engineering support with Disaster Recovery Design and Implementation.
• HP SAN support and Disaster Recovery Planning
• Backup Operations and support.
• Network Infrastructure Design, Maintenance and Support
• Documentation and Procedures
• New Branch/Office Network Implementation
• Power Backup Management & Support
• Network Monitoring - Solarwinds - Whats Up Gold
• VoIP Monitoring
• Network Assessments

Senior Engineer

Confidential, Richardson, TX

Responsibilities:

• Engineering support for Cisco, Nortel and Confidential presence enabled (UC) communications and collaborative systems including IP telephony (IP PBXs), instant messaging (IM), audio, video and Web conferencing, providing a consistent, unified user quality of experience over any device (Blackberry or Smart phone), anywhere, anytime - whether fixed or mobile.
• Engineering support for Hosted Call Center Solutions for both TDM and VoIP services.
• Responsible for applying analytical and problem-solving skills to validate, verify, communicate, and resolve system/software application issues through system testing to ensure stable, reliable and validated implementations meet and satisfy end user/customer requirements.
• VoIP Engineering Design to aid in the development of the Confidential Business Retail Voice over IP product offerings.
• Provide High Level and Low Level Design documentation for Cisco, Nortel and Confidential Unified Communication Products.
• Interact with Product Development, Marketing and other engineering IT teams to gather network requirements to ensure designs are tested and rolled to production within 3 months of vendor’s general release.
• Document call flows, track defects, perform test coverage analysis and aid in troubleshooting lab and field issues with Voice over IP and Session Initiation Protocol (SIP).
• Support Broadsoft Network engineering requirements with consideration to SIP trunking and CPE Certification of vendor IP PBXs over Confidential ’s Retail IP Network.
• VoIP Testing & certification for Cisco, Nortel and Confidential IP PBXs
• SNMP Trap Management & Configuration
• MIB Support Management & Alarm Generation
• Product Support Documentation for Cisco, Nortel and Avaya
• Implementation & Configuration Guides
• Feature implementation & support
• Application implementation & support
• Fraud detection
• UAT's (User Acceptance Testing)
• Test Exit Reports
• Approval/ Certification Notices
• NOC (Network Operations Support)
• Tier 3 Support
• Training
• VTM (Vendor Technical Manager) for:
• Nortel - CS1K, BCM, Call Pilot
• Aastra Rls. 12.1
• Microsoft OCS - Wave 13/ Wave 14
• Alcatel Lucent - OXE Rls. 8.0 & 9.0
• ShoreTel - Rls 8.1
• Genesys CTI & SIP
• Siemens 4K V5, OSV (8K)

Senior Nortel Engineer

Confidential, Richardson, TX

Responsibilities:

• Engineering and Design of Managed Services Product Development Lab to support Cisco, Nortel and Avaya
• Development of high level and low-level engineering designs.
• Fault Management and Alarm Management.
• SNMP Trap Management
• MIB support Management
• Product development for Managed IP Telephony Services , to support automation of network monitoring for Cisco, Nortel and Confidential IP PBXs, via MIB based alarms and SNMP polling.
• Provide technical support for sales staff, NOC Engineers, Field Technicians and Account Managers.
• Educate and train as necessary. Both staff and/or customers.
• Includes creating solution diagrams and scope documents.
• Includes written and verbal communication with partner sales teams, Nortel sales teams

Nortel Design Engineer

Confidential, Brookfield, WI

Responsibilities:

• Project Coordinator for mid to large scale projects including vender services, engineering, and network implementation groups.
• Tier 2 Engineering and Design support for tristate area.
• Provide technical support for sales staff, technicians and account managers.
• Provide technical presentations for customers and staff.
• Educate and train both staff and/or customers as necessary.
• Constant evaluation of vendor products to ensure that business needs are being addressed with the best possible solution.

Business Systems Consultant

Confidential, Des Moines, IA

Responsibilities:

• Project Manager/ Network Coordinator for Cisco LAN/WAN and Wireless implementation across the Eastern United States and Vancouver.
• Supported 6th largest Commercial Project in the US.
• Project Coordinator for mid to large scale projects ranging from $200,000 - $300 Million. Spanning multiple business lines, including Wholesale, PCS, Admin and Retail services. Always within budget and always on schedule.
• Projects include start-ups, acquisitions, de-install, re-models.
• Design and implementation of Network Infrastructure, including Computer rooms, Data Centers, MDF's and IDF's.
• Implementation and design of structured cabling systems to support Voice and Data services.
• Implementation and support of Confidential CMS.
• Act as a liaison between the business unit, project management team vender services, engineering, and network implementation groups.
• Develop and identify schedules, deliverables, issue logs, and ensure resolution of issues across functional areas.
• Provide technical assistance in identifying, evaluating, and developing systems and procedures that are cost effective and meet with business requirements.
• Manage day-to-day allocation of resources for both vendor services and staff.
• Develop, implement and manage action/ project plans to ensure accurate case completion and case readiness.
• Provide support and technical expertise to the network implementation teams for Cisco, Nortel and Confidential products.
• Escalate issues across areas as necessary as it relates to business case implementation issues.
• Develop RFQ's and Scopes of Work; to ensure both the network implementation team and/or vendor meet the expected deliverables.
• Track and monitor the progress of all functional areas throughout the implementation process. Report and communicate status to customer and management team.
• Developed understanding of business processes for banking and investment services for both administrative and retail services.

Telecommunications Project Manager

Confidential, Lewisville, Tx

Responsibilities:

• Spanning multiple business lines, including Wholesale, PCS, Admin and Retail services. Always within budget and always on schedule.
• Projects include start-ups, acquisitions, de-install, re-models.
• Design and implementation of Voice and Data Network Infrastructure, including Call Centers, Help Desk, Computer rooms, Data Centers, MDF's and IDF's.
• Implementation and design of structured cabling systems to support Voice and Data services.
• Implementation and support of NORTEL Call Center Services.
• Manage day-to-day activities of the telephony support group including customer service issues, project schedules, managing venders and 3rd level technical support.
• Provide acquisition support for all new member financial institutions by performing telephony infrastructure review, project scheduling requirements specifications, and conversion assistance.
• Manage and support all enterprise telephony services at over 138+ locations across Texas, and provide technical support to over 1180+ locations across Northern U.S.; primarily Nortel Equipment.
• Work closely with the Manager of Network Services to provide design and engineering in all aspects of voice and data communications; such as the integration of voice and data; VOip; standards such as ISDN ATM, T1s,T3s, OC3s, carrier tariffs and regulations, and communication switching equipment.
• Manage venders regarding all telephony issues, including release management, support, maintenance, and contracts.
• Constant evaluation of vendor products to ensure that business needs are being addressed with the best possible solution.
• Lead project teams in cost and service analysis, ensuring optimum service. Ensuring completion within schedule and on budget.
• Provide 24 x 7 coverage for all network services; 1st person notification on all priority tickets.