SUMMARY:

Looking for a challenging position that will allow me to utilize my telecommunication knowledge and experience. I have 15+ years’ experience with Confidential products. My strengths include analysis and design.

EXPERIENCE:

Confidential

Contact Center Engineer

Responsibilities:

• Providing support for Confidential Call Center. Performing voice communication updates when needed, Supporting Site Confidential .
• Identified and resolved voice issues and problems, utilizing structured troubleshooting procedures, tools, and techniques, agent user account creation in Confidential and Confidential .
• Working with programs such as Remedy, ASA, Contact Center

Confidential

I.T. Engineer

Responsibilities:

• Engineering Support Level 3 to help Desk.
• Identifying and resolving voice issues and problems, Trained Level 1 and 2 techs as needed. Supporting RedSky E911 service for Corporation. Setup and Maintain E911 services, testing. Utilizing structured troubleshooting procedures, tools, and techniques, agent user account creation.
• Maintaining Call Center support for CMS agents, Attended Company and Vendor meetings for ongoing support. Supporting CT Desktop application for Call Center and HBA.
• Providing Server support and repairs when needed for Confidential and DL360 Servers.
• Confidential S8800 SIP and Digital support. CM 6.0, Engineering support for corporate support move to new location, ongoing Call Center support of daily changes.
• IVR Developing call flows for Call Center customers’ accounts. Setup IVR, CMS skills, Routing, programming Confidential ’s.

Confidential

Lead Architect Engineer

Responsibilities:

• I Performed voice communication services remotely. Supported Site Confidential .
• Identified and resolved voice issues and problems, utilizing structured troubleshooting procedures, tools, and techniques, agent user account creation, Java.
• Attended daily meetings, work with local Confidential ’s, ordering of new Circuits, supported moves on 200 - 400 stations at one time, troubleshot Aspect dialers, Confidential S8800 switch, CM 6.3, DL360 servers, IVR.

Confidential

SR. Confidential Design Engineer

Responsibilities:

• Provided full lifecycle support for Confidential voice communication service.
• Support for 450 remote sites.
• Managed voice infrastructures in accordance with Confidential regulations.
• Identified and resolved complex voice and contact center problems (Tier 3 Support). Utilizing structured troubleshooting procedures, tools, and techniques.
• Maintenance tasks/ shut down procedures, startup, user account creation, best practice in terms of daily monitoring/ checks, swapping core in a duplex scenario, and updates H323 end point (Phones) setup and trouble shooting.
• Working with local Confidential ’s and other Confidential providers on CO Trunk issues. Monitoring and responding to hardware and software problems, utilizing a variety of hardware and software testing tools and techniques Visio.
• Confidential CMS Maintenance, Reporting, Administration with Call Center Elite. Confidential and Vectoring, IVR, Call Flow Design, Implementation and Maintenance. IP Telephony Deployment, Maintenance, and Trouble Shooting. Support and experience in S88XX and DL360 Servers, SIP, Visio, Java.

Confidential

Implementation Engineer

Responsibilities:

• Provided support for sites throughout the United States and over Seas. Subject Matter Expert for Confidential CMS Custom Reports, Call Reporting, Call Routing, Confidential CMS, IQ, Experience Portal, CM 6.3, AES 6.3, System Manager 6.2, and Consolidated Reporting for contact center solution.
• Technical Strengths with such makes as Confidential S8100, 8700, 8710, 8720, G430, G450, VOIP, CMS, IP Soft Phone, Handled customer support through VPN networking to Design, Troubleshoot all Confidential Equipment, Served as Tier 3 support on call 7/24.
• Broad knowledge of CMS, UNIX, Modular Messaging, Vectoring, Confidential, IVR. Confidential . Design, build and maintain CMS Realtime Reports, CMS Supervisor, Communication Manager and Programming of vectors/VDNs, Call Center Support.
• Served as point of contact on all adds, moves and changes of Confidential Equipment, CM, CMS, agents and skills, Call Routing, Voice mail changes/ pass word resets, Software and Firmware up grades and up date.
• Experience with Network Protocols (DHCP, DNS, LDAP, VLANs, MPLS, SIP, FTP, SSH, HTTPs), Maintain and document system access, backups, software version’s and license.
• Work with Confidential in the United States and Over Seas, Checking daily of alarms and notifications, Manage and create login ID’s, Design, Configuration, Testing, troubleshooting EC500, Designed VDNs and Vectors for consolidated design to reduce impact to Confidential Capacity Groups to insure Call Flows were not impacted.

Confidential

Engineer

Responsibilities:

• Design, Trouble Shoot Confidential 87xx, G250, G350, G700, VOIP, Voicemail UNIX, Modular Messaging, Genesys, IVR, Responsible for new Confidential equipment upgrades, Software, Firmware.
• Extensive utilization of Confidential Site Administration, Putty, WINSCP, VISIO, Red Line drawings to insure proper changes were made.
• Design CMS to insure Maintenance, Reporting, Administration, Confidential ’s, Skills, and Agents were working at full capacity so call flows were not impacted. Build, maintain and test Realtime reports and Agent Skills were working as design.
• Confidential and Vectoring, Call Flow Design, Implementation and Maintenance. IP Telephony Deployment, Maintenance, and Trouble Shooting. Support and experience with DL360 Servers.
• Design work included Hunt Groups, complex Vectors/ Confidential ’s, Dial Plans, and Station configuration using (ASA) Confidential Site Administration. Insured Confidential ’s/ Vectors were consolidated to reduce impact on Confidential Groups.
• Insured Backups were perform, Software, Firmware was updated as needed, Provided Technical and System support when needed.

Confidential

Design Engineer

Responsibilities:

• Provided Call Center designs for large accounts, Branch Automation, Prepared specifications for Confidential equipment to be used.
• Design work on Confidential S87xx, G350, G700, VOIP, Voice Mail UNIX, Modular Messaging, IVR, CMS, Gensys, Hunt Groups/Skills, vector/VDNs, and Agent and Station configurations using Confidential, Dial Plans, Call RoutingBroad knowledge of, and experience in Confidential Application Enablement Services servers, Confidential IP Agent, Linux, UNIX, CM.
• Work with Confidential ’s to insure needed PRI’s were ordered and ready for new Installation of New and Existing sites. Perform IGAR configuration and testing, Design, configuration, testing EC500, IP Soft phoneDesign and Tested Agent reports were correct and working per design skills, Hands on Vendor coordination and design of new implementations.
• Design, setup Split/Skills, Agents, Login ID’s, Call Routing, Hunt Groups, and Pickup Groups, created spreadsheet programming for each job site.

Confidential

Confidential Design/ Implementation Engineer

Responsibilities:

• Lead designer for Call Center using extensive utilization of Confidential Site Administration, Strong Knowledge of Confidential AUDIX and Modular Messaging systemsDesign CMS Reporting, IVR and other major Systems, CM, Call Center Agents, Trunks, vectors/VDNs. Stations, Routing, Hunt Groups.
• Handled all communications for 2000 people on site and 2000-4000 VOIP, Presented and analyzed reports and presented reports in meetings and on calls in different formats including Excel, MS Word.
• Handled Adds, Changes, and removals of extensions, Cover Paths, Agents, VOIP, Skills, Hunt Groups, Announcements, Features, Passwords, and Voice Mail system password resets.
• Design, Supported, Maintain Hardware, Software, Firmware, Patches on Network/ Switches, PC’s, Handled and tested monthly security checks on PC’s, Network servers.
• Worked with Confidential and vendors to insure met company standards. Video Conferencing setup, Polycom systemsDesign and insured Vectors and VDNs were consolidated design to reduce impact to Confidential Group Capacity and to allow Call Flows to work as design, built, maintain, and tested realtime reports within CMS, Ensure Internal and External applications receive realtime data from AES (Application Enablement Services programming) server.
• Extensive experience in in complex telecom networking, VOIP, IP Agent and Call Center infrastructure, Identified and wrote test plans when needed to insure requirements were met, Recommended upgrades on hardware, software, firmware, patches for system requirements, Handled and purposed design changes to improve Call Center lines for all departments.

Confidential

Telecommunications Manager

Responsibilities:

• Analyzed and implemented inventories of telecommunication equipment and networks to improve efficiency and productivity.
• Developed and initiated an inventory database to monitor and control telecommunication expenses.
• Implemented expense-reducing telecommunication applications to obtain an overall 20% reduction in an annual budget of $1.8 million.
• Initiated and completed negotiations for vendor contracts encompassing all aspects of the region's telecommunication needs.
• Analyzed and implemented the installation of voice and dedicated digital network to provide a higher level of communication services with a cost reduction of 10-15% in network expenses.
• Reviewed and initiated the restructuring of the telecommunication network to improve facility efficiency and productivity 100 Field personnel daily.

Confidential

Telecommunications Manager

Responsibilities:

• Improved and administered attendance, time reporting, payroll, vacation, and benefit processes by enforcing already established, as well as implementing certain new policies and procedures.
• Increased overall productivity by 40%, through above, as well as capitalizing on cross-sell situations.
• Working closely with telecom providers for individual clients. Attended weekly meetings with clients, field personnel and customers.
• Wrote out SOW’s, MOP’s, RFQ’s when needed.
• Designed all standardized quality and productivity measurements, not previously done, leading to improved productivity.

Confidential

Telecommunications Manager

Responsibilities:

• Effectively managed the operations of Voice Communications Services including all activities related to Confidential 's, Confidential, Modular Messaging, OC3-196 Optical Carrier, AC/DC Power, Field personnel, Budget, Quotes, Contract Negotiations.
• Completed Y2K upgrades, testing and certification for all products and services related to Voice Communications. Earth Quake Seismic level.
• Met or exceeded SLA's and maintained 100% production status availability.
• C7 State Contractor License-State of California.