SUMMARY:

• Solutions and Customer Service - oriented Telecommunications professional with over 26 years in telecommunications, experienced in all areas of telecommunications: installation, maintenance, billing and administration. I have managed telecommunications vendors and contracts for the US Navy, Confidential and Confidential, supporting 7/24 operations of telecommunications systems, contact center applications and system including (CTI) IVR. I have managed teams, groups and Telephone office personal, along with Project management with a track record of cost savings initiatives.
• Proven success in managing, motivating,, and leading teams, small and large groups of employees.
• Single and up to 32 site management.
• Billing and rate management. Nice, TMS
• Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams.
• PBX system administration, maintenance, vendor coordination and supervision
• f staff in small and large groups;
• Short and long term planning of requirements and future growth;
• Provide customer service to internal and external customers with attention to requirements;
• Able to work with all levels within an organization;
• ACD, IVR, call accounting and billing experience.
• Small and large project management.
• Supervise, lead, motivate up to 80 employees.
• Telecommunications office management.

TECHNICAL SKILLS:

PBX: Avaya System 75 and 85, Definity G2, Definity G3 and 8700; Northern Telecom SL100 options 11, 21C and 81, Aspect EnsemblePro to 5.6, Aspect UIP 6.6, Aspect AQM, Cisco UCCE, Calabrio

Languages: UNIX, Oracle, SQL, DOS

Tools: Avaya Call Management System (CMS), Avaya Centrevu, NICE call recording system, Aspect EnsemblePro CTI dialer (with IVR), Lotus Notes, Microsoft Visio, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook ), Microsoft Project, and Microsoft FrontPage, Cisco Call Manager and Unity Voice Mail.

PROFESSIONAL EXPERIENCE:

Confidential

Telephony Systems Administrator

Responsibilities:

• Nortel PBX / Cisco Call Manager Telecom administrator. Performed all moves, add and changes (MACs), VMX voice mail.
• Systems engineer for Aspect UIP and Cisco UCCE CTI system maintaining IVR and user access.
• Site lead for Aspect CTI system upgrade from EnsemblePro 5.2 to Unified IP 6.6.
• Cleaning up data in existing 5.2 system which had not been properly maintained over the past 5 years
• Systems Administrator for Aspect 6.6 UIP, ALM, AQM and WFM, Cisco UCCE, Calabrio QM/WFM
• Support daily Call Center operations resolving issues and escalating to the vender when needed.
• Create IVR via M3 Designer
• From Simple Answer call, Play greeting, Transferring call to more complex to include data dips for account verification, expiration date routing to specific agents etc…
• Responsible for onsite video teleconference equipment and user
• Re-did all ACD’s and IVR’s to make the call flows and agents ability to identify which club the call is coming in for (currently about 15 Clubs, and 4 other products). Insuring proper screen pop information is displayed utilizing Table Definitions and Call Data Definitions and a workable schema.
• Re-did the applications so that better display of information could be accomplish on the Status display screen via Unified Command and Control Real Time Reporter.
• Develop new IVR’s and ACD’s for new services for partner products, such as FORD Continued Service Plan.
• Vendor coordination, worked with Private Companies, Local Exchange Carriers, Long distance Carriers, and equipment and service providers.
• Trouble shot all problems with CTI and telephone system correcting issue or escalating to vendor support.
• Updated and trouble shot problems on the Aspect CTI including ALM, AQM,EWM and UIP including IVR’s.
• Provided support to one PBX onsite, and telecom point of contact for 6 off site locations.

Confidential - Irvine, CA.

Systems Engineer II

Responsibilities:

• Only Telecom administrator for site of over 500 stations. Performed all moves, add and changes (MACs), Create and change ACD groups, ARS patterns and routing, Audix and Modular Messenger. Systems engineer for Aspect CTI system maintaining IVR and user access, Programmed and supported VOIP for out of network locations.
• Site lead for CTI system release upgrade.
• Developed user guides and for users and supervisors of both the telephone system and CTI system.
• Responsible for onsite video teleconference equipment and user
• Vendor coordination, worked with Private Companies, Local Exchange Carriers, Long distance Carriers, and equipment and service providers.
• Performed software upgrades to CTI system.
• Trouble shot all problems with CTI and telephone system correcting issue or escalating to vendor support.
• Updated and trouble shot problems on the Aspect CTI including IVR.
• Provided support to five PBX sites.

Confidential - Irvine, CA.

Systems Engineer II

Responsibilities:

• Developed user guides for teleconferencing system.
• Tasked with having all voice announcements with old company name redone with new company name. This was for both the CTI and telephone systems. Reviewed and resubmitted any with errors, both English and Spanish recording.
• Performed software upgrades to CTI system.
• Responsible for onsite video teleconference equipment and user .
• Updated and trouble shot problems on the Aspect IVR.
• Vendor coordination, worked with Private Companies, Local Exchange Carriers, Long distance Carriers, and equipment and service providers.
• Updated and trouble shot problems on the Aspect CTI including IVR.

Confidential - San Diego, CA.

Technical Support

Responsibilities:

• Handled and Priority trouble ticket from the help desk, with special attention to VIP and mission critical system.
• During major fire in the county in 2003 coordinated with wireless service provides to keep Sheriff and Fire departments cell phone working. This was needed because radios were useless in the mountains and canyons were fire was. ed letter from the County board of supervisors and my company.
• Provided technical assistance to the network operations center (NOC).
• Managed telecommunications vendors and contracts, coordinating escalation to vendor of any priority issues and maintained contact through completion of issue.
• Supporting over 100 sites throughout the County of San Diego.

Confidential - San Diego, CA.

Operations / Crisis Manager

Responsibilities:

• Provided technical assistance to the network operations center (NOC).
• Assisted VIP’s with system providing and redesign or their service.
• Managed telecommunications vendors and contracts, coordinating escalation to vendor of any priority issues and maintained contact through completion of issue.
• Supporting over 100 sites throughout the County of San Diego.

Confidential - San Diego, CA.

Project Manager

Responsibilities:

• Project manager for County of San Diego Telephone and Data upgrade, with a team of three. Overseeing the upgrade of over 30 sites in the county of San Diego.
• Provided follow on support to County sites after cut over of new system.
• Provided customer on new phone system. Provided one-on-one for County VIPs.
• Created a database of all switched and un-switched numbers, circuits and telephone equipment.
• Managed telecommunications vendors and contracts, coordinating escalation to vendor of any priority issues and maintained contact through completion of issue.
• Provided technical information, recommendations, and justification on all telecommunications issues
• Project Manager for Y2K switches upgrade for all western US Naval telephone systems.
• Managed over 30 sites for the Navy in western U.S.
• Managed commands circuits: private leased lines, DID, DIOD, long distance and Defense Switched Network (DSN). Modifying routing and ARS patterns as needed.
• Assisted other naval bases outside of our command in the upgrade of the older telephone systems by reusing our systems from bases closed Military reduction begun in 1995. Allowing cost savings to the government.
• coordinator and instructor for all personnel on Regional Coordinators staff and VIPs serviced by our assets.
• Managed telecommunications vendors and contracts, coordinating escalation to vendor of any priority issues and maintained contact through completion of issue.
• Built ACD for other sites as needed.
• Project Manager for Closing down 11 of the 13 naval bases in the San Francisco Bay area.
• Coordination movement and storage of the all equipment.
• Submitted suggestion to use the equipment at other bases because the Navy already owned it and it would be less expensive to upgrade a system them install a new one.
• Provide PBX MACs as needed through close down.
• Managed commands circuits: private leased lines, DID, DIOD, long distance and Defense Switched Network (DSN). Modifying routing and ARS patterns as needed.
• Managed telecommunications vendors and contracts, coordinating escalation to vendor of any priority issues and maintained contact through completion of issue.

Confidential

Communications Officer

Responsibilities:

• Responsible for the day to day operation of the Yokosuka telephone office, this was for official service, on base residential and commercial services.
• Wrote technical requirements for request for proposal (RFP) of a new telephone management system; as contracting officer’s technical representative provided technical review of proposals submitted and recommendations of system based on technical points.
• Managed all telecommunications services for five naval facilities in the Yokosuka and Yokohama areas. Supervising 75 Japanese employees, 13 U.S. employees and 3 military.
• Working with Japanese local and international service providers for trunking and circuits providing direct in and out services and digital band width to meet current and future requirements for all customers.
• Managed telecommunications vendors and contracts, coordinating escalation to vendor of any priority issues and maintained contact through completion of issue.
• Wrote draft Request for proposal (RFP) for new Status of Force Agreement on telecommunications hardware, and services. Gathered all requirements from all U.S. forces and State Department and combined them into one document.

Confidential

SENIOR TECHNICAL SPECIALIST

Responsibilities:

• Identified requirements for installation of new telephone systems on naval facilities, inside and outside wire and cable, users and requirements for each (instruments and features); type and quantity of trunking and long distance services (voice and data).
• Oversaw, inspected and approved installation of all aspects of new switch systems. Coordinated with multiple contractors ensuring work and requirements were completed according to schedule.
• Developed procedures for the operation of a centralized systems operation center.
• Performed add, moves and changes to the switches (AT&T SYS 85 G2’s and 75’s) for instruments, ACD’s, ARS and LCR via the centralized management system and the system management terminal on thirteen Naval facilities.
• Managed commands circuits: private leased lines, DID, DIOD, long distance and Defense Switched Network (DSN). Modifying routing and ARS patterns as needed
• Installed new wire, jacks and instruments for voice and data services.
• Coordinated troubleshooting switch vendor, local exchange carrier (LEC), long distance carriers and other service providers.
• Assisted ships and other end users with telecommunications problems.
• Supervised and trained a staff of 4 employees
• Contracting officer’s technical representative monitoring contract vendors and their work