SUMMARY:

• Progressive IT professional with diverse global experience. Career span includes building PC’s from scratch, installing and supporting various networking technologies including Novell and Microsoft; continued into WAN technologies with 56k, T - 1, Frame Relay, and MPLS; and a leap into telecommunications with PBX’s, IP PBX’s, VOIP, IVR, and CTI with a natural progression into Call Centers with ACD, CTI, IVR, and Workforce Management. Viewed as a leader who consistently produces extraordinary results with the flexibility to be a successful individual contributor. Effective working for organizations of all sizes and in all stages of growth; in the office or in the field. Areas of expertise include:
• Professional Services Management - over 10 years providing management support and business development through consulting and systems integration services. Managed teams of technicians, developers, and engineers.
• Project Management - over 14 years of experience in delivery of projects with multimillion dollar budgets. Projects were focused on application development, implementation of IVR/CTI solutions, performance analysis, capacity planning, disaster recovery, and integration testing of client/server-based applications.
• Consulting and Systems Engineering - more than 20 years assessing information technology needs of customer environments, translating business requirements into functional and technical specifications.
• Hardware and Software Technical Support - more than 20 years performing remote and onsite break/fix maintenance on multiple hardware and software combinations.

TECHNICAL SKILLS:

Operating Systems: Lantastic; Novell 2.12, 2.15; Microsoft Windows NT 3.51, 4.0, 2000, 2003, 2008, 95, 98, ME, XP, Vista, Windows 7; Linux Ubuntu, Fedora; VMWare, DOS

PBX s / Telephony: Shoretel, Cisco, Asterisk, NEC, Avaya/Lucent/AT&T PBX s; Centigram, Active Voice, Voice mail; CTI; IVR, Speech Recognition; Text to Speech; Auto Attendant; Call recording and quality monitoring; Call center; Contact center; ACD, Vectoring, Workforce management, Cradle to grave reporting and adherence metrics analysis

Carrier Technologies: T-1/E-1, T-3/DS-3, OC-3/12/48. Point to Point circuits, Frame Relay, MPLS, xDSL, PRI, BRI, Cable Modems, 56k, POTS, GSM, TDMA, CDMA.

Networking Technologies: IDS, IDP, VPN, firewalls, 802.11a/b/g. DNS, NAS, web page design, WAN optimizers, application accelerators, proxy servers, content filtering, FTP, POP, IMAP, SMTP, Active Directory, Microsoft Exchange Server, Microsoft SQL Server

Cisco Technologies: Cisco Call Manager 7.x, 8.x; Cisco Unity Connection 8.x; Cisco 1700, 2600, 2600, 2800, 3800 routers; H.323, MGCP, SRST, DHCP, FXS/FXO, DSP s, PRI, CAS, and SIP CUBE; ASA 5500 with IPSEC and SSL VPN; Cisco Call Manager Express 4.x and 7.x; Cisco 2900, 2500, 3700 switches; POE, VTP, QOS, NTP, VLAN, VTP, STP, Layer 2/3, and GBICS; Cisco VG 200, 202, 224, 248 with MGCP and SCCP; Cisco 7900 series telephones.

Other Experience: Experienced with Heavy Travel (80%); Teleworking (9 years). Currently pursuing the self-study route to Cisco CCNA and CCNP . I have a CCIE LAB rack in my home to support my studies, in additional to an Avaya Definity G3r PBX installed in my home. Pictures upon request.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Telecom Engineer

Responsibilities:

• Supported the migration from a HQ Nortel Option 81, and multiple remote Avaya Definity G3r PBX’s to the Cisco Call Manager platform.
• Supported the migration from a Nortel Call Pilot fax server connected via PRI to a Rightfax server connected to the Call Manger via SIP trunk.
• Supported the migration of remote site POTS lines and PRI’s to a centralized SIP trunk.
• Daily responsibility for maintaining the Cisco Call Manager and Cisco Unity Connection clusters serving the HQ location and over 90 remote sites over MPLS.
• Performed internal telecom audits; produced recommendations, and implemented changes resulting in MRC savings to the enterprise.
• Provide support and to colleagues. Resident SME for voice technology. Designated as the team lead.
• Daily break/fix and administration of existing VoIP users and systems using Cisco Unity andCisco Call Manager.
• Troubleshoot and resolve network and telcom issues using various tools. (CUCM CAR, CUCM DNA, RTMT, Wireshark, OpNet, Fluke, WhatsUp Gold)
• Provide integration support for the Genesys ACD, IVR, and CTI SIP Server, IRD, CME, and GVP platforms.

Confidential

Telecom Consultant / Sales Engineer

Responsibilities:

• Performed an audit requiring visits to over 50 offices, branches, data centers and call centers across 6 Hawaiian islands to document every telecom facility for comparison against the master bill. (POTS, ISDN, 56k, T-1’s, DS-3’s, SONET, and Metro Ethernet connections) and their associated equipment (routers, switches, bridges, muxes). Audit resulted in the client’s ability to disconnect a substantial number of unused telecommunications facilities resulting in the savings of several thousands in monthly recurring costs. Performed an inventory of the Cisco Call Manager PSTN gateways, and the facilities associated with them.
• Assisted a client with the design, procurement, installation, configuration, and testing of additional IPBX hardware to facilitate the opening of their new satellite office for seamless integration into their multinational VOIP infrastructure.
• Assisted a client with resolving numerous billing discrepancies with a carrier that had been incorrectly billing them for several months.
• Developed code for a client that performed file transfer from an external vendor, scrubbed sensitive data, and posted the remaining data to a SQL database. Log reports written, and process exceptions sent to an SMTP server for notifications.
• Assisted with the preparation of a client for a PCI Compliance audit.
• Managed the migration of the internal PBX from a 3com NBX to a Shoretel solution. Assisted with the migration of all office employees to teleworkers by employing VPN tunnels on Juniper firewalls connected back to the main concentrator. The PRI in the main location was eliminated in favor of migrating to a SIP trunk provider using an Ingate Session Border Controller.
• Performed numerous “proof of concept” demonstrations for clients wishing to see their vision in action before making a technology commitment.
• Shoretel Voice Engineer performing pre-sales, system discovery/design, installation/configuration, project management and support for small to medium size clients.

Confidential

VP Technical Operations

Responsibilities:

• Sales Engineer Role: Assisted clients with the design of IVR and CTI solutions. Translated customer requirements into call flows, made recommendations to existing call flows, and wrote the specifications for database dips to provide data to callers. Worked with clients to tune their Text-To-Speech and Automated Speech Recognition engines. Supported PBX vendors and engineers with integration issues. Reviewed and approved configurations presented by Sales for technical accuracy.
• Project Manager Roles: Managed each implementation from the time it was transferred from the Sales department to Operations until project closure with final acceptance. Served as the project manager for large projects which required the assembly of a project team. Scheduled and attended periodic project status update conference calls, meetings and project completions, and post-mortem meetings. Managed the scheduling of resources, the assignment of tasks, the “Project Risk Log”, and the overall project timeline, to bring projects to completion on time and within budget.
• Technical Operations Manager Role: Managed the technical support team and the manufacturing/order fulfillment areas. Answered technical support calls, emails, and chat interactions as they arrived in the Technical Assistance Center. Handled escalated interactions from TAC staff.
• Technical Trainer Role: Served as the primary instructor for TFB Technical classes. Designed the curriculum, authored the documentation, facilitated the, and oversaw the testing.
• Field Engineer Role: Traveled extensively domestically and internationally to Canada, the Caribbean, and Europe to perform break / fix work as field engineer when other field engineers were unavailable.
• Internal Network Engineer Role: Oversaw the migration of TFB’s internal PBX from a Panasonic key system to an NEC PBX with CTI and ACD capability. This became the platform from which TFB’s packaged solutions would be developed, tested, and demonstrated. Migrated from a large Windows workgroup environment to a Windows domain structure. Upgraded voice and data infrastructure by adding a PRI T-1, and an Internet T-1 with a static IP block providing facilities for hosting our own extranet site, and customer accessible file repository with Microsoft Sharepoint Server.
• Product Developer Role: Developed custom IVR solutions for clients as a backup resouce for the development group. Development was primarily done in the Intel Parity VOS Telephony Toolkit, and Microsoft Visual C++.

Confidential

Director of Telecommunications

Responsibilities:

• Responsible for managing voice communications for all offices and call centers to include budgeting, technical operations, vendors, carriers, contracts, and a team of technicians. Designed the computer rooms for all company facilities in Atlanta, Knoxville, Nashville, Denver, Los Angeles, and Dublin, Ireland.
• Oversaw the technical operation of the call centers and assisted call center personnel with the technical aspects of managing call distribution, the 3% call abandon rate goal, call reporting and logging, and the CTI and IVR systems.
• Oversaw the preparation for and execution of the Y2K and Leap Year Preparedness Plan. Responsible for the development, execution, and maintenance of the Telecom Disaster Preparedness Strategy.
• Designed and turned up PBX‘s, circuits, and other facilities at multiple offices, data centers, and call centers.
• Facilitated the migration of equipment and services; and oversaw the consolidation of several offices and call centers resulting from the company’s M&A activity.
• Analyzed PBX call data reports and carrier bills to identify toll fraud; provided department level reporting for interdepartmental charge backs, and performed traffic analyses to determine circuit utilization.
• Oversaw the creation and management of the IT helpdesk, and established Service Level Agreements (SLA’s) with key departments.
• Assisted on the conversion from Microsoft Mail to Microsoft Exchange Server.
• Lead the conversion from multiple workgroups to a domain structure; implemented a uniform naming convention for network devices; converted Novell services to Microsoft, and removed IPX and NetBEUI from the network in the conversion to IP. Implemented primary and backup domain controllers, primary and backup WINS servers, and Windows DHCP scopes. Activated group policies for departmental permissions management and upgraded consolidated most individual printers with network printing on MFP’s.
• Implemented a helpdesk with departmental SLA’s, trouble reporting system, escalation tracking and management reporting. Wrote the acceptable use policy for email and Internet usage.
• Designed the network infrastructure and executed the project plans for two new office buildings that were opened.