WORK HISTORY:

Confidential

Senior Consultant

Responsibilities:

• Team Lead for Telecom team supporting all HD locations world - wide, 24/7.
• Responsible for maintaining and troubleshooting telecom networks including Avaya PBX, IR, Audix/Modular Messaging, CMS, NICE, Aspect Dialer, Cisco Call Manger, Voice and Analog gateways, Unity voicemail, Meeting Place, and Cisco ICM, for HDFS, HDMC & HDDS.
• Responsible for moves, adds, and changes on all equipment and networks, for all HD sites world-wide.
• Worked with Avaya, Cisco, and other telecom equipment and services providers for maintenance and support.
• Performed key role in turning up/converting overseas offices to Cisco voice platform.
• Responsible for establishing and maintaining HDFS telecom contingency and disaster recovery plans.
• Single support for local Cisco data network Confidential major manufacturing facility.
• Responsible for maintaining and troubleshooting local data network for the manufacturing facility.
• Responsible for moves, adds, and changes on Cisco Catalyst switches Confidential the manufacturing facility.
• Led project to upgrade core switch and all access layer switches Confidential the manufacturing facility.

Confidential

Telco Systems Engineer

Responsibilities:

• Responsible for maintaining and troubleshooting telecom networks including Avaya PBX, IR, Audix/Modular Messaging, CMS, NICE, Aspect Dialer, Cisco Call Manger, Voice and Analog gateways, Unity voicemail, Meeting Place, and Cisco ICM, for HDFS, HDMC & HDDS.
• Responsible for moves, adds, and changes on all equipment and networks, including all HDFS sites, HDMC, and all HDDS sites world-wide.
• Single support for all HDFS sites and systems. Responsible for designing, implementing, maintaining, and troubleshooting all HDFS telecom networks.
• Led all upgrade and design improvement projects for HDFS.
• Worked with Avaya, Cisco, and other telecom equipment and services providers for maintenance and support.
• Maintained HDFS call-center, by designing, implementing, and maintaining ACD, IR, call-flows, creating vectoring and vdn's, Avaya CMS, Confidential & Confidential and Cisco ICM/UCCE.
• Responsible for establishing and maintaining HDFS telecom contingency and disaster recovery plans.
• Responsible for designing, implementing, and maintaining all trunking and circuits for HDFS offices.
• Led PBX/IVR redesign project for HDFS, to completely evaluate, redesign, and implement, all call center routing.
• Led CUCM hardware upgrade for HDMC core data center.
• Promoted to Senior Technical Services Specialist, May 2009.

Confidential

Telecommunications Specialist

Responsibilities:

• Responsible for designing, implementing, maintaining, and troubleshooting telecom networks including Avaya PBX and all adjuncts such as voicemail, CMS, CDR, call recording, etc.
• Responsible for moves, adds, and changes on all equipment and networks.
• Worked with Avaya and other telecom equipment and services providers.
• Responsible to analyze, plan and oversee the implementation of new technology and systems.
• Supervised and led team responsible for all locations across three states.
• Led installation and upgrade projects for multiple sites across three states, with heavy hands-on experience.
• Led design improvement projects for all sites in three states.
• Contributed to establishing and maintaining contingency and disaster recovery plans.
• Performed technical analysis of software, hardware and network systems.
• Contributed to establishing and maintaining communication standards and network practices.
• Responsible for designing, implementing, and maintaining all trunking and circuits across three states. Worked with telecom providers to order, turn up, and troubleshoot services.
• Heavy call-center experience, including designing call-flows, analyzing and designing trunking capacity for call-volumes, creating vectoring and vdn's, ordering local and toll-free numbers and terminations

Confidential

Internal Communications Specialist

Responsibilities:

• Responsible for designing, implementing, maintaining, and troubleshooting telecom network for entire site.
• Responsible for maintaining and troubleshooting telecom networks in all remote sites nationwide.
• Responsible for all moves, adds, and changes on Lucent PBX, voicemail, and CMS.
• Responsible for designing, implementing, and maintaining all trunking and circuits.
• Responsible for managing and coordinating all telecom vendor relationships.
• Led project to design and build new inbound call center from scratch, install CMS and create reporting for call center stats.
• Responsible for designing and provisioning ACD for call center, including troubleshooting, planning, and growth.
• Key member of team opening up new remote offices, responsible for designing and implementing telecom network.
• Designed and implemented 3Com NBX IP PBX systems for new remote offices.

Confidential

Control Center Specialist

Responsibilities:

• Responsible for maintaining and troubleshooting telecom network in a large high-volume call center.
• Responsible for moves, adds, and changes on Confidential & Confidential /Lucent PBX, voicemail, and CMS.
• Responsible for designing, implementing, and maintaining all trunking and circuits.
• Worked with Confidential & Confidential /Lucent and other telecom equipment and services providers.
• Responsible for controlling and analyzing flow of inbound call volume in ACD environment, and developing/implementing call treatment processes through call vectoring, skills based routing, and network based routing.
• Responsible for analyzing volume, staffing, and scheduling needs of the call center to provide best possible handling of call volume. Utilized Cybernetics WFM platform for staffing/scheduling.
• Responsible for keeping management informed of call center performance, escalating issues, and ensuring their resolution.
• Created custom reports for all levels of management using CMS, Excel, Access, and Visual Basic.
• Performed key role in deployment of virtual ACD environment through CTI applications on Geotel Intelligent Call Routing platform.
• Led Individual Callbacks project, responsible for creation and deployment of blended inbound/outbound call environment among multiple sites, including MIS reporting, through Davox Smart Dialer platform, resulting in $17 million savings to the bank.
• Acted as MIS analyst for approximately 5 months and provided on-going training and support.
• Developed troubleshooting and escalation procedures, training procedures, and quality assurance programs for the control center.
• Responsible in control center for being focal point for emergency procedures and contingency planning.

Confidential

Systems Analyst

Responsibilities:

• Responsible for designing, implementing, maintaining, and troubleshooting telecom network for entire site.
• Responsible for all moves, adds, and changes on Confidential & Confidential PBX and voicemail.
• Responsible for designing, implementing, and maintaining all trunking and circuits.
• Responsible for managing and coordinating all telecom vendor relationships.
• Responsible for all telecom billing.