Sr. Voice Engineer Resume

SUMMARY

An efficient, cost - conscious installation/repair telecommunications and DSL technician with nearly 15 years hands-on experience installing, maintaining, and troubleshooting various types of electronic and telecommunications equipment for business systems.
Top-secret, government security-clearanced Honors Graduate of the Confidential ’s electronics schooling, focused in basic electronics and electrical circuitry theory, reading and interpretation of schematics, grounding procedures and basic soldering techniques.
Proficient at building strong relationships with vendors, clients, and coworkers.
A strong work ethic and exceptional customer service abilities, frequently cited by superiors for performance excellence, quality customer service and dedication.

Areas of Expertise

PROFESSIONAL EXPERIENCE

Confidential

Sr. Voice Engineer

Responsibilities:

Supports Confidential / Interactive Intelligence call center phone system for the enterprise, supporting 4,000+ users globally.
Builds IVR and ACD call-flow logic in the Confidential / Interactive Intelligence platform.
Migrates all current call-flow logic from Confidential / Interactive Intelligence to the new NICE (CXone) platform, as an integral part of the organizational global merger transition.
Lead telephony engineer overseeing Verint workforce management migration.

Confidential

Voice Engineer

Responsibilities:

Confidential / Interactive Intelligence call center support for the enterprise, supporting nearly 1,000 users.
Ticket response and generation.
Level 2 support of telephony network systems and applications (phones, conferencing, voicemail, recording and faxing).
Engineer telephony and network moves, adds, and changes.
Interface with vendors, carriers, and suppliers.

Confidential

Technical Assistance Center (TAC) Engineer

Responsibilities:

Responsible for fulfillment of daily telecommunications requests for support received via fax, email, or live call from client customers of the Confidential / Interactive Intelligence VoIP telecommunications system.
The first-line support for system down emergencies, errors and triage of hardware, software, and network and / or telephony problems.
Provides select application programming, and resolution for issues that range from minor in nature to complex system outages.

Confidential

Voice Engineer

Responsibilities:

Responsible for the design, testing, implementation, and subsequent deployment of the new Confidential / Interactive Intelligence VoIP telecommunications system for more than 3,000 employees and call center agents at the company’s Mason, OH facility.
System administrator for end-user support of employees’ telecommunications needs.
Monitors and maintains the overall system health, including call flows, core system needs and troubleshooting.
Manages audio conferencing initiative for the company.

Confidential

Business Systems Technician

Responsibilities:

Installed, implemented, upgraded, serviced and maintained voice and data technologies for business systems customers.
For more than five years, consistently ranked as first in production out of entire Cincinnati Bell business systems crew.
Often called upon to handle high-profile telecommunication installs, such as when the President of the United States and various other high-ranking officials visit the Tri-State area.
Immediate supervisory back up, which entailed such duties as overseeing a 15-man installation / repair crew in director’s absence, scheduling the daily workload, handling immediate customer concerns and complaints, and communicating with the business office.

Confidential

Electronics Control Technician

Responsibilities:

Graduated with honors from Electronics Maintenance training programs and assigned duty to the Intercontinental Ballistics Missile System (ICBM), and within 6 months, promoted to Team Chief in the Equipment Control Division of a missile wing.
Achieved Top-secret Security Clearance from the United States Government for high profile missions and duties.
Honorably discharged due to terminal illness of father.