SUMMARY:

• Confidential Certified Associate IP Telephony Implementation, Confidential Certified Associate Modular Messaging Implementation
• Understanding of Windows Server 2003 Active Directory and Exchange 2003 in large corporate environments
• Design and Implementation experience with Cisco ICM hardware and software which includes maintaining complex scripts for a 60 plus pg pair environment.
• Using Cisco ICM support tools and reference commands to maintain a stable environment ensuring full duplex redundancy on all PG pairs, the routers, loggers and Distributed Administrative Workstations.
• Implementation and Maintenance of CTIOS processes on all PG pairs in and enterprise environment.
• Experienced in design, implementation, installation and support of telecommunications infrastructure
• Proficient in tactical, technical, management, and operations of PBX, Audix - Voice Mail Systems, Video Conferencing, Mosaic Autodialers and Confidential CMS Call Center applications such as ACD, Edify IVR, Confidential Route-It, Centre-Vu Explorer, Confidential EAS and Call Vectoring.
• Exceptional inter-personal skills with emphasis on customer service and end - user satisfaction
• Excellent oral/written communications with proven analytical and trouble-shooting skills including MACs.
• Experience with global, technical and business knowledge base, allowing quality resolutions to complex problems in multi-site environment.
• Strong technical, software/hardware background on including Definity G3Rs, Pro-Logix, Magix, Octel, Intuity, VOIP, S-8730XL, S8500, S8400, G650 Port Networks, G700 Gateways, IP connect infrastructure.

WORK EXPERIENCE:

Confidential, Plano, TX

Network Voice Ops Specialist 3

Responsibilities:

• Operational support of Cisco UCCE 10.5 platform which includes moves adds and changes.
• Support of Cisco contact center CTI agent desktop platform (Jabber, Finesse, and IRIS)
• Daily creation and deletion of call routing strategies in Confidential Toll Free routing network via AT&T RouteIt software.
• Assist onsite engineers with buildout of Confidential media gateways in the creation of call centers in Utah and Illinois
• Responsible for building vector call flows for various business units within Confidential infrastructure. This was to support the increased call volume due to credit card business expansion.
• Daily troubleshooting of Confidential equipment and peripherals such as the AES servers, CMS, Confidential Aura CM, Confidential System and Session Managers.
• Involved with Enterprise rollout of Agent Anywhere which encompasses the enablement of all contact center personnel to use new Confidential VDI-A application to virtually receive inbound service calls.

Confidential, Alpharetta, GA

Sr Telecom Engineer

Responsibilities:

• Responsible for daily operation of HealthPort Confidential Aura telephony environment encompassing three thousand end users
• Daily support and occasional design of ACD call flows in the HealthPort contact center.
• Administration of local and long distance transport facilities. Currently in the design phase the SIP infrastructure for HealthPort.
• Currently in the design phase for the rollout of Confidential One-X communicator sofphone applications to the field.

Confidential, Alpharetta, GA

Call Flow Engineer

Responsibilities:

• Gathered business requirements from business analyst regarding transformation of various HP call centers
• Turned business requirements into logical modular visio designs featuring the desired call center architecture.
• Consulted with client regarding appropriate solutions and explained the different technical applications used in the call center solution
• Opened up support tickets for operations to build out solution. These tickets would be ACD application builds as well as IVR builds when necessary.

Confidential, Atlanta, GA

Sr Communications Specialist

Responsibilities:

• Provide operational support for NICE recording systems.
• Manage infrastructure vendor support for Enterprise wide telecommunication inventory.
• Provide consultative support to call center design team on BSR routing for all Tier 1 callcenters as well as provide operational support on all callcenter adjuncts such as CMS, AES and Confidential IR CTI applications.

Confidential, Seattle, WA

Engineer 3 Communication Support

Responsibilities:

• Responsible for design and implementation of Enterprise Voice Infrastructure encompassing 12000 call center personnel as well as an additional 4000 corporate employees.
• Assisted with the implementation of major SS7 to SIP based deployment of wireless 611 helpdesk calls. This is deployed at a projected 20 million dollar cost savings per year for T-Mobile.
• Designed and implemented several Confidential Modular Messaging systems into the environment. These system were Modular Messaging stand alone systems.
• Provide support of the CCT Verint Ultra 10 Call recording software and hardware. This included several upgrades of the AES servers from 3.1 to 5.2 to support the additional CMAPI integrations.
• Assisted with major upgrade of Cisco ICM core environment from release 7.1.2 to 7.5.9. Continue to plan and execute upgrades of the Cisco ICM pg’s from release 7.1.2 to 7.5.9 to enhance our internal customers as well as our service partners.

Confidential, Houston, TX

Sr. Systems Implementation & Technical Support Engineer

• Designed, implemented, programming and management of Confidential Definity G-3 R-11, S-8700, VOIP, including Audix,/Octel/Intuity Voice Mail systems, CMS Centre-Vu, ACD, Nice recording systems, CTI, IP Trunking, IP Agents, C-Lan, Call Center applications and Unified Messaging applications.
• Collaborated with team on training, mentoring, servicing, supporting and maintenance of Telecom Infrastructure especially designed for approximately 1200 users and Call Center Agents.
• Developed and maintained all necessary engineering documentation for both proposed and as built network designs.
• Provided 3rd level engineering support for large enterprise networks (6K+seats in 15+sites).

Confidential, Sacramento, CA

Senior Customer Systems Engineer

• Managed, maintained and programmed all facets of telecom clients’ end-user’s Projects and overall operations of Telecom infrastructure for companies involving the following;
• Managed vendor offerings and cutting-edge network technologies and voice topology.
• Provided assessment, analysis, evaluation and implementation of systems, services and vendor quotes with proper documentation to achieve excellent results.
• Performed daily operation of all facets of voice systems, maintenance of PBX equipment including Confidential, Confidential, Definity G-3 Rs, SI’s, Pro-Logix, Merlin Magix, ACS Partners, Octel, Definity and Intuity Audix Voice Mail Systems, Cisco routers, Video Conferencing equipment, Polycom, Pic-Tel.
• Lead the daily installation, disconnects, repairs, and Moves/Adds/Changes of station sets, trunks & other telecom peripherals including other locations.
• Administered software changes & reports via CAS, CDR, CTI, IVR, VRU, ACD, Call Center, Call Vectoring, VDN, CMS (Call Management Systems), EAS.
• Provided telecom applications and engineering support, systems development, deployment, integration, and technical assistance on a company-wide basis.
• Performed engineering analysis and administration of Voice, Video and Network systems for more than 5,000 users worldwide. Managed programming and configuration of (4) Confidential Definity G3Rs affecting moves, adds, changes including new installs, repairs and disconnects.
• Project managed worldwide company Y2K Projects, Uniform Dial Plans, ARS, AAR, T-1’s/DS-1’s, CSUs, DSUs, VOIP, DCS installations and integration.
• Implemented the Centre-Vu CMS Call Center and ACD/Split applications involving Call Vectoring, VDNs, TOD routing, Call Prompting, & Q-thresholds.
• Coordinated project moves, adds and changes for more than 2,000 users.
• Set-up Call Centers for Earthlink and Vision Service Plans by implementing CMS Centre-VU, EAS (Expert Agent Selection), 800 Route-It, Call Vectoring, VDNs, Time-of Day routing, LAI (Look-Ahead Interflow).