SUMMARY:

• Implementing e911 systems in accordance with local, state and federal guidelines regarding location information provided to PSAP in conjunction with third party vendors.
• Negotiating location placement with facilities management teams concerning floor plans.
• Providing new telephony system implementation and technical support, specifically for a new Cisco VOIP and Jabber phone system and in - house application to accommodate organ transplantation.
• Hands on experience for 30 years of PBX migrations from legacy systems to the most current Avaya, Cisco and Siemens platforms.Primarily Avaya S8700, S8300 and Aura platforms.
• Gathering of stakeholder’s functional requirements to implement the Windows 7 operating system enterprise-wide.
• Experience in procuring, implementing and maintain Microsoft support contracts for the enterprise.
• Genesys versions 7.6 and 8.0 call center routing software administration to achieve accurate agent reporting statistics, reporting and agent allocation.
• Administration of Siemens HiPath 4000, HiCom 300 and Openscape US Contaact Center suite.
• Administration of Avaya CMS applications.
• Analysis and implementation of supporting OCx, SONET, ISDN and POTS phone services integration.
• Telecommunications project funding, project management, procurement and billing in the $1,000,000 range.
• Blackberry Enterprise Server (BES) installation and support enterprise-wide.
• Responsible for gathering business stakeholder’s requirements using Waterfall and Agile methodologies to create cost effective and functional solutions within project timelines.
• Created workflow Visio diagrams using the swimlane approach to cover interdepartmental dependencies using actual case study data.
• Updating Sharepoint sites as to progress and required tasks for project completion.
• Using enterprise-wide requirements gathering I developed, wrote and distributed to mid and upper level management business requirements documents (BRD) and functional requirements documents (FRD) in a standardized WORD format.
• Once requirements were in place and solutions developed within the infrastructure architectural framework I developed and conducted in-house training for enterprise users.
• Working with developers and coders we created managed content systems for end users in a web based format.
• Working in concert with internal IT teams we developed a wireframe approach to mockup and prototypes of all proposed software changes.
• Develops and maintains close working relationships with IT Architects, Software Developers and DBA’s to ensure the effective translation of stakeholder requirements to viable technical solutions.
• Creation of workflows from the interviewing process using Microsoft Visio to help further clarify current and proposed business processes.
• Creating relationships and working in tandem with project managers to ensure the achievement of all milestones.
• Extensive experience in the implementation and administration of E911, TDD and TTY services.
• Advanced vendor contract management expertise.
• Expert skill level of all Microsoft Office applications. (Word, Excel, Visio, PowerPoint, Project and Outlook)

PROFESSIONAL EXPERIENCE:

Confidential

E911 Services Analyst

Responsibilities:

• Responsible for developing and implementing for responder entry routes to Confidential properties when 911 is dialed by clients.
• Responsible for negotiations with technical and engineering teams to provide telephony continuity in switching and port mapping functionality
• Developed Autocad first responder locators for clients dialing 911.
• Integrating requirements with telephony sysems engineers and local exchange carriers.

Confidential

Telephony Engineer

• Wrote RFP for a new Cisco telephony system using hardware, software, customer requirements gathering and negotiatons with local exchange carriers and the Cisco implementation teams .
• Oversaw implentation of the new software and hardware platform and migration from legacy Nortel system.
• Responsible for training the agency in the use of all new system features.
• Inherited all VOIP server functionality post implementation.
• Responsible for gathering business stakeholder’s requirements using Waterfall and Agile methodologies to create cost effective and functional solutions within project timelines/
• Created workflow Visio diagrams using the swimlane approach to cover interdepartmental dependencies using actual case study data.
• Using enterprise-wide requirements gathering I developed, wrote and distributed to mid and upper level management business requirements documents (BRD) and functional requirements documents (FRD) in a standardized WORD format.
• Once requirements were in place and solutions developed within the infrastructure architectural framework I developed and conducted in-house training for enterprise users.
• Working with developers and coders we created managed content systems for end users in a web based format.
• Working in concert with internal IT teams we developed a wireframe approach to mockup and prototypes of all proposed software chanes.
• Develops and maintains close working relationships with IT Architects, Software Developers and DBA’s to ensure the effective translation of stakeholder requirements to viable technical solutions.
• Creation of workflows from the interviewing process using Microsoft Visio to help further clarify current and proposed business processes.
• Creating relationships and working in tandem with project managers to ensure the achievement of all milestones.
• Gathered Windows 7 and Dell laptop/desktop requirements for new enterprise-wide deployment.
• Provide post implementation technical support.

Confidential

Telecommunications Engineer

• Establish engineering of all call vectoring, announcement scripting and implementation of a new Avaya contact center platform.
• Implementation of e911 location services within a Cisco VOIP architecture using Redskye technologies.
• Short term project consisting of system data gathering, deployment, implementation and maintenance of Avaya Interaction Center 7.1.
• Served as the business stakeholder’s liason to configure chat, voice, and video applications to meet business requirements.
• Developed a system of custom reports using Avaya Operational Analyst to predict short and long term caller behaviors in a contact center ecosystem to ensure one agent responses.

Confidential

Telecommunications Contact Center Engineer

• Provided technical support from the migration of both an Avaya S8700 and Cisco ICM systems to a single Avaya S8800 VOIP platform.
• Developed all requirements and deliverables from the business stakeholders in all fields of healthcare related services, developed viable vendor solutions and implemented them using standard call center applications. These included Avaya S8710 VOIP, IP Remote Agent, IP Office, CMS ver. 14 for all agent real time and historical reporting, MAC, ACD, AES integration vs. CTI, complex vectoring including adjunct vectors for fail over and time shifts and monitoring all alarm statuses for any possible issues.
• This environment was highly visible as there were a number of internal and governmental regulations on health care providers, thus the relationship created between the technical team and the business stakeholders was cohesive and cooperative..

Confidential, Richmond, VA

Telecommunications Engineer

• Tasked with creating an entirely new VOIP network and small contact center designed to service only city government officials.
• Worked closely with executive level officials and related needs to the technical teams where separate voice network within the Avaya S8500 platform with a contact center utilizing CMS, ACD, Simple Vectoring and Disaster Recovery applications were created.