SUMMARY:

• Successful Senior IT Professional with 25 years of progressively challenging experience implementing large, complex, multi - million dollar SDLC projects involving multiple agencies and/or organizational departments.
• Highly skilled in developing project plans, leading requirements, gathering needs assessments, process improvements, and IT strategic and operational planning in a non-stop environment.
• Substantial supervisory experience managing technology vendors and infrastructure project teams from various technical disciplines.
• System support for Avaya CM 6.2, CMS R16, AES) for call center locations; Legacy Telephone & Voicemail Systems: PBX- Avaya (Red); Lucent; AT&T; Legacy system support of the Definity G3si to G3r; Prologic, PBX-Avaya Blue (Nortel) CS1000 administration; (Norstar) branch systems and support. Avaya VoIP system support, softphone and 9600 series IP telephones. Voicemail support; Aura modular messaging, Intuity Audix, Octel, Nortel Call Pilot Server & 100/150 release.
• Call Center migration from TDM to G650 gateways. Transition voice traffic from PRI/ISDN to SIP trunks. Administration of 9611 VoIP telephone sets, agent log-in id’s and associated mailboxes on Aura Modular Messaging system.
• Provision Carrier Services for enterprise (Toll Free, LD, Local, Advanced features, SIP AT T, Verizon).
• Provide support for the CTI & Call Recording Systems Witness, Verint, AES, TSAPI, DMCC. License management, increase, decrease, move, upgrade.
• Call Center support- CMS/Nice Analyzer, Ecas/Cas (Avaya/MicroCall call accounting) standard and custom reports.
• Projects ranging in size and scope from $50,000 to $10 million dollars.
• Drove successful completion of complex projects from project definition, scope, requirements gathering, software development, unit/system integration testing, QA/QC control, change control, and implementation.
• Defined project’s scope, deliverables, milestones, risks, and communication plans with technical staff, project stakeholders, and steering committees.
• Developed project business cases and justifications.
• Follow through on decommission phase of project to deliver the final conversion, implementation and cost savings.Facilitated network design requirements for Toll Free voice network enhancements.
• Created Call Center Business Continuity Plan (BCP) Disaster Recovery plans.
• Collaborated with program & project managers, functional staff, and technical network engineers on the conversion of legacy TDM Call Centers too new VOIP platform.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Toll Free Network Engineer

Responsibilities:

• Carrier Level Support & Call routing: Specialize in Tier 3,4 level support for Global Technology Service Delivery and Operations. AT&T Business Direct: Routit and Advanced Features; Verizon Network Manager - building terminations and route plans to control toll free numbers for IVRs and agent call centers. Provide toll-free engineering, planning, design, implementation, and deployment for the Global Technology Service Delivery and Operations group. Site/carrier research, clean up, and decommission. Carrier provisioning orders to remove old resources, scheduling internal change tickets for this effort.
• Call Center Support: Work on project migration teams moving services from legacy environments to centralized Avaya Call Manger systems. Responsible for designing toll-free call routing strategies in the most cost effective manner as it relates to the carriers. Toll-free number provisioning utilizing vdns/DNIS for call routing customer calls to IVRs, and call centers both domestic and overseas.
• Decommission phase (WAMU) Toll-free (Verizon) 3500 plus toll free numbers soft/hard turndown IVR/back office infrastructure savings in scope $50,000 to $70,000 per month.

Senior Network Engineer

Confidential, Atlanta, GA

Responsibilities:

• Member of voice services team that implemented and migrated 14 call centers (approximate total agents 7500) to new Avaya (nextgen) Call Manager/Session Manager, Aura systems. Voice traffic for Call Center/IVR, AT&T, Verizon, Local, Long Distance services.
• Onsite voice, lan/wan services facilitation and implementation of office space 160,000 square foot, office /data mdf room. Project included bring location online with, voice, video and data services for executive and office staff. Later facilities resources for executive airport were implemented (Peachtree/DeKalb). AT&T/Bell South Toll-Free, Local, Long Distance services. Support of Avaya/Nortel PBX and voicemail systems, LAN/WAN infrastructure.
• Onsite voice, lan/wan services facilitation and implementation of warehouse/office terminal deployment space 300,000 square foot, office /data mdf room. Project included relocation from old facility too new, bring location online with, voice, video and data services for executive and office staff. AT&T/Bell South Toll-Free, Local, Long Distance services. Support of Avaya Call Manger PBX and voicemail systems, LAN/WAN infrastructure.
• Decommission phase of old infrastructure, legacy resources, and facilities.
• Primary contact for data center consolidation at Newmarket location. Project scope, compress from a 21,000 square foot print to a 1000 square foot mdf room. Facilitation LAN/WAN, voice/IVR, servers, data storage. UPS power, AT&T/Bell South, Verizon, voice/data infrastructure.
• Primary contact for sales call center migration from old Powers Ferry location to Newmarket location, lan/wan services facilitation and implementation of all toll free and local voice traffic. Project included relocation from old facility too new, bring a 300 seat call center online with, voice, video and data services. AT&T/Bell South Toll-Free, Local, Long Distance services. Support of Avaya Call Manger PBX and voicemail systems, LAN/WAN infrastructure. Decommission phase of old infrastructure, legacy resources, and facilities.
• Responsible for the Call Center Migration from Atlanta, GA to Corpus Christi, TX. toll-free number migration, too new IVR infrastructure.
• Onsite voice services facilitation and implementation of new 100,000 square foot, office /data center move. Project included movement of all voice traffic for Call Center/IVR. Network Operations (NOC). AT&T/Bell South Toll-Free, Local, Long Distance services. Installation of new Avaya PBX, LAN/WAN infrastructure.

Senior Network Engineer

Confidential, Atlanta, GA

Responsibilities:

• Maintained voice services for general office staff, and call center/IVR voice traffic.
• Onsite leadership of Y2K initiative and successful transition. Implement necessary upgrades software/hardware PBX/IVR.
• Onsite voice services facilitation and implementation of new 100,000 square foot, office /data center move. Project included movement of all voice traffic for Call Center/IVR. Network Operations (NOC). AT&T/Bell South Toll-Free, Local, Long Distance services. Installation of new Avaya PBX, LAN/WAN infrastructure.
• Decommission of old infrastructure, legacy resources, and facilities.
• Migration of Terminal Support Call Center/Memphis staff to Atlanta location. Voice traffic/IVR, and toll free support.
• Installation of Witness (call recording) system, support and administration.

Network/Telecommunications Analyst

Confidential, Atlanta, GA

Responsibilities:

• Onsite technical support for data and voice network.
• Network Operations (NOC). Open trouble tickets with various carriers AT&T/Bell South, MCI-Verizon, WilTel, PacBell, Sprint.
• Maintain AT&T/Avaya PBX, LAN/WAN infrastructure.
• Installation, test and turn-up of new Nodes and infrastructure.
• Decommission of old infrastructure, legacy resources, and facilities.
• Consultant Telecommunications Project Manager/Engineer/Advisor
• Currently serving as a Telecommunications Advisor to Zoo Atlanta in preparation of the Administration building move of data, voice and infrastructure.
• Serve as Telecommunications Project Manager for numerous office building moves, varying in sizes of 1000 square feet to 150,000 square feet.
• Projects included lift and move of IT infrastructure, complete build out of MDF/IDF, Server & computer rooms.
• Project management of electricians, low voltage vendors, cubicle vendors, telecom equipment technicians and server/network engineers.
• MACD (moves, additions, changes & disconnect) for client’s telephones and voicemails. Assist with support, training and system migration of systems and processes for both voice and data applications.