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Sr. Voice Engineer Resume

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Pensacola, FL

SUMMARY:

I am seeking a new and challenging ITS position with a progressive company where my extensive skills and experience will be best utilized. I am a detail - oriented professional with many years of Telecom and Network experience focused on Contact Center technologies. I am a highly organized and knowledgeable pace setter in voice network maintenance and ITS infrastructure support. This includes but is not limited to Confidential voice platforms, system engineering, administration and project management. This most recently includes two complete Confidential Aura to CISCO CUCM conversions for all Contact Center operations as well as complete Confidential .

PROFESSIONAL EXPERIENCE:

Confidential, Pensacola, FL

Sr. Voice Engineer

Responsibilities:

  • Advanced knowledge and experience with Confidential Server Platforms including Multi-Carrier Cabinets, G3/Definity Series, Confidential AURA 6.1 & higher, G-Series Gateways, S-Series Gateways, LSP and ESS systems.
  • Administer & maintain multiple local and remote CISCO UCCE & UCCM Call Manager 9 & up systems along with Unity, Intuity Audix and various other voicemail systems. Sites total 325+ and counting.
  • Includes many affiliate Contact Center applications such as NICE, Infortel, Calabrio, CMS, WFM, SAP Connector & Plug-ins, AMC Adapter, CISCO systems and Confidential & Nuance IVR platform Operations.
  • Design, Administer and upgrade multiple Confidential Aura / CISCO CUCM Digital & IP telephony systems, Integrated Management Tools, CUCM Operations and Architecture from Definity platform systems to Confidential AURA Call Manager.
  • Responsible for site cut-overs, integrations of voice hardware and peripheral systems
  • Develop and maintain documentation and SOP’s & SLA’s to support enterprise ITS through HP OpenView, Remedy and various other ticketing and Change Management programs.
  • Manage vendor relationships, including contracts & renewals, capital projects, and local & remote technicians (site set-up, MUX, ADTRAN, Fujitsu and all demarcation points etc…)
  • Manage alignment of technical resources, ITS annual budget and project schedules. Responsible for all telephony RMA projects, processes and asset management
  • Upgrades to all Confidential CM, CISCO CUCM/UCCE apps, AES, AURA and all peripherals.
  • Install, develop and maintain all onsite & remote IR’s alongside a full G450 Non-Prod lab.
  • Trained in all implementation of SAP desktop rollouts for AMC and all PBX integrations.
  • Order, maintain, provision monitor all voice circuits from AT&T/Intelepeer/Verizon.
  • Perform all wire management build outs and com paths for full Data & Contact Centers.
  • AT&T Business Direct Administrator for all processes around 165+ Toll Free Numbers.
  • Configure, test and deploy call routing procedures through all ACD delegated systems.
  • Active lead from ITS to business sponsored third party agents vendors.
  • Effective lead skills in evaluations of business projects, strategies, needs and procedures.
  • Responsible for the maintenance of all Aura CM, AES, S87XX, G3R, Si operations.
  • Proficient in business direction related to ACD, call routing, service levels and CMS operations including vectoring, dial plans etc…
  • Complete support of all Definity & 8000 series systems, Cisco CUCM versions 6 and up.
  • Design, configure and set up builds for upgrades and platform alterations and expansions.
  • Architect business builds in determining the most effective use of Contact Center properties, build new route plans and support implementation of new related system initiatives.
  • Build & maintain all Toll Free numbers, routing plans with AT&T Business Direct tool.
  • Present, build, test and support Call Center Disaster Recovery plans.
  • Provide support to all IP phones, softphones and EPN’s for third party operations.
  • Manage all installation and maintenance of Confidential ACD hardware and software.
  • Maintain user profiles for business driven applications & provide training, support etc...
  • Perform VAL manager backups of all announcements, record and export announcements.
  • Daily & weekly health checks on all CSC related systems; back-ups, verify all archives.
  • Fully document call routing, messaging and project plans to keep all strategies current.
  • Cisco/ Confidential conversion operations, H323 & SIP set-ups for Hybrid conversions.

Confidential, Pensacola, FL

Telecom Engineer/Administrator & ITS Helpdesk Manager

Responsibilities:

  • Provide technical support to telephony and data networks.
  • Maintain & Update aspects of Definity G3R, SI, Confidential 8100-8720 models.
  • Maintain multiple AUDIX, Unity and Octel VM systems for unified messaging.
  • Perform traffic, capacity analysisreporting on trunk groups.
  • Performed all station, wall cross connects and IP connections.
  • Maintain & turn up new circuits (T-1’s, DS-1, DS-3, ISDN and POTS)
  • Support CMS, CAS and perform all forms of call reporting.
  • Configure, evaluate and maintain all custom telephony servers (MUX, ADTRAN, FUJITSU maintain four complete 700+ agent ACDcall centers and 14 other Confidential & Bell Lab EPN’s.
  • Monitor all alarms, errors, capacity and maintain readiness of all Telephony systems 24/7.
  • Support IVR, E-Talk, CMS desktop & Server application and user accounts.
  • Design ECR (Enhance call routing) using Verizon Network Manager and AT&T Business Direct & Express ticketing systems.
  • Perform all traffic analysison trunk groups.
  • Programmed complex Vectors and routing changes per client request.
  • Field Supervisor of 45 Field techs who monitored and maintained all ITS/ Telco inventory.
  • Establish department specific COR/COS routing & toll free queues.
  • Design ISO templates and process flows documents.
  • Performed project architecture duties.
  • Setup all accounts in PBX, Agent ID’s (1500+), Station (700+ IP, 1500+ digital and 500+ analog and 500 IP Softphones/Agents), including all modems & fax solutions.
  • Cat-6 cabling Architect for multiple Contact Center, Data & Com Room build outs.
  • AT&T & Verizon Business Direct Administrator for design of 350 active toll free accounts.
  • Support & design all customer experience call flow integrity and network performance.
  • Trained level 1 & 2 ITS Engineering & NOC staff for Network Support responsibilities and support models for 24/7 support.
  • Deployed security patches and updates to desktop and server telephony software.
  • Experienced in IVR call routing, Programming Vectors, ACD, and complex call flows.
  • Establish and manage vendor relationships & contract negotiations.
  • Create Hunt Groups, skills for the business requirements including ARS/ EAS for forecasting.
  • MACD fulfillment for all user accounts, agent ID’s, Station (digital, analog or IP)
  • Maintain and administer all voicemail server systems and all subscriptions and accounts.
  • Maintained all VISIO diagrams and documentation of the call flow, VDN’s and vectors.
  • Monitor & administer IVR’s, CAS, NICE, Verint, Spectrum Visuals, Audix & Octel VM’s, among other customer interfacing technologies and services.

Confidential

Information Technology / Lead Petty officer

Responsibilities:

  • Maintained all data & voice equipment tactical and Non-tactical
  • Server Administration (NT 4.0, 2000 and MS Exchange)
  • Determined service needs for network infrastructure and business applications
  • Consolidate mainframe & network servers for optimization
  • Overhauled network security and data back-ups (VERITAS)
  • Responsible for SNAP Systems, Mainframe Operations for Honeywell & IBM Platforms
  • Designed/supported Domain Controller and DHCP
  • Level 3 Helpdesk support for secure & non-secure sites
  • AS/400 administrator, Communications Engineering
  • Installed all systems software in a distributed system environment
  • Provided all server maintenance (service packs, patches and registry modifications)
  • Supported all network servers (exchange, terminal Server, back-up, application)
  • Support all InMarSat and secure communication technologies
  • Provided complete end/remote user support for forward detachments

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