SUMMARY:

• Certified Confidential Professional Solution Design (APSD) Professional.
• Over 18 years of experience in Confidential, Cisco and Confidential Voice Systems.
• In - depth expertise in managing employees, transitions, vendors negotiations, design engineering, architecture, testing, implementation, project management, trouble resolution, analysis, optimization, capacity planning, auditing and data gathering.
• Experience in Architecting and designing the migration of 15,000 Contact Center agents to Cloud telephony solution in the Americas, APJ and AMEA regions.
• Experience in managing, programming and supported multi-language call centers, Confidential CMS, ASA, AES, Verint call recording, Nice call recording,
• Experience in Opportunity Qualification, Client Issue Discovery, Solution Development, and Architectural Design.
• Experience in providing reporting and data analysis on resource usage, project/transition progress to senior level stakeholders.
• Redesigned Contact Center telephony infrastructure to a worldwide VoIP Architecture.
• Reviewed requirements and quotes to redesign the Contact Center Architecture worldwide to support Nike, Dish Network, Sirius Radio and Redbox
• Demonstrated advanced expertise in Microsoft Confidential technologies - in particular Lync / Skype for Business, Office 365 administration and IP PBX Telephony platforms.
• Designed, programming and support global Confidential VoIP, Confidential Proactive Contact Rel 4.0, Confidential Voice Portal Rel 5.0, Cisco ICM call routing, CMS, eCAS, Nice and Verint call recording

TECHNICAL SKILLS:

Desktop Application: MS Word, Excel, Outlook, PowerPoint, Visio, Confidential System Administration, Adobe, Telnet, Ping Utilities, FTP, Remedy, Vantive, TrackiT, Cherwell Service Management Version 7.02, My Service Space, Salesforce.com

Networking: VMware, Cloud, LAN, WAN, TCP/IP, WINS, DHCP, DNS, NIS, NFS, SIP, H.323, 802.1, IPSEC, HTTP, Active Directory, Cisco ICM, Geotel, VoIP, Voice/PSTN Architecture, Signaling: H.323, SIP, T1/E1, ISDN- BRI, PRI, DTMF/MF, AMI/B8ZS, NPA/NXX, 411, Emergency Services-911

PROFESSIONAL EXPERIENCE:

Confidential

Architect / Voice/UC Engineer

Responsibilities:

• Architect and design the migration of 15,000 contact center agents to cloud telephony solution in the Americas, APJ and AMEA regions
• Onsite design implementation meetings with Orange Business Services and Confidential teams to approve voice and data architect design in Spain, Japan, London, Philippines and several north and south American cities.
• Integration of SIP and voice trunks with Lync / Skype-for-business (SFB)
• Integration of voice gateways with Lync / SFB
• Provide SIP Trunking and Session Boarder Security (SBC’s) architect and design direction
• Provide expertise in DID porting, virtual DIDs and Toll-free numbers
• Management of Dial Plans / numbering plans
• Direct MS/SFB call route patterns, normalization rules and expressions
• Provide expertise in Confidential UC/Contact Center deployments
• Provide expertise in global Lync/SFB deployments and small-to-extra-large site designs
• Provide expertise in design and deployment of emergency services on Skype for Business
• Provide expertise in directing global teams with worldwide telecom standards and regulations
• Provide expertise in ITU Telecom Standards

Confidential

Senior Confidential Architect / Systems Engineer

Responsibilities:

• Activities included opportunity qualification, client issue discovery, solution development, and vendor meetings to accomplish voice and data architectural designs.
• The Confidential has access to Solution Architects and Design Engineer in all the practice areas.
• Oversees all Voice Service Transition deliveries and ensure they match business and support requirements
• Demonstrated advanced expertise in Microsoft Confidential technologies - in particular Lync / Skype for Business, Office 365 administration and IP PBX Telephony platforms.
• Work with Sales Team to uncover/identify/qualify customer needs/ objectives; Develop strategies and solutions that can be satisfied by Carousel Solutions portfolio
• Lead technical sessions with vendors with EMEA, APJ and AMS to discover requirements and develop solutions; translate complex business requirements into solutions that address the identified business issues.
• Responsible for integrating SIP and voice trunks with Lync/Skype-for-Business
• Responsible for SIP trunking and Session Border Security
• Reviews all Service Transition, migration and deployment plans within Voice to ensure that the appropriate capacity, resources and support controls are in place prior to release into production.
• Conduct formal and informal presentations of solutions from a both a business benefit and technical perspective.
• Engaging with the front line sales team to support sales opportunities.
• Good organizational and time management skills with strong attention to detail.
• Excellent Executive and Operations level written and verbal communication and presentation skills.
• Communicate and present Customer Benefits/ROI, Solution Architecture
• Communicate our solution advantage/benefits vs. competitor solutions
• Strong tech skills/background to develop solutions and communicate with IT staff but also elevate conversation to C level (communicate technical concepts in non-technical terms.)

Confidential

Technical Lead / Architect

Responsibilities:

• Provided VoIP direction to external vendors and internal project teams throughout the Americas, Asia Pacific and EMEA regions.
• Responsible for VoIP, Skype for Business technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs
• Oversees all Voice Service Transition deliveries and ensure they match business and support requirements
• Provides reporting and analysis on resource usage, project/transition progress to senior level stakeholders.
• Created and maintain effective customer relationships so as to insure customer satisfaction
• Maintained knowledge of leading edge technologies and industry/market domain
• Actively contribute to Confidential ’s VoIP solutions portfolio by providing information and programming ranging from technical knowledge to methodologies based on experience gained from Proctor and Gamble MS Lync 2013, MS Office communicator, Confidential Communication Manager 6.0, centralized modular messaging voice mail and Confidential Session Manager, Confidential System Manager, Confidential Modular Messaging, Confidential Proactive Contact Rel 5.1, Confidential Voice Portal Rel 6.0, Confidential and Nice projects
• Directed and supervises 8 Confidential engineers within area of expertise

Confidential

Technical Project Manager

Responsibilities:

• Provided detail VoIP knowledge and experience of the Confidential S8800 IP PBX, ACM6.0/MMS5.3, Confidential Proactive Contact Rel 5.0, Confidential Voice Portal Rel 6.0, MS Lync 2013, Confidential and Nice through all phases of lifecycle: programming, design, configuration, implementation, operations
• Reviewed customer selected Confidential kit, design, configuration, Bill of Materials and pricing
• Provided High Level Detail/Low Level Detail for site upgrades working with vendors
• Ensured compliance with international regulatory guidelines
• Managed standard PBX feature sets IPT Architecture and issues: Packetization, VAD, SS/MGWs, Jitter, Latency, COS, Security, Firewalls, Session border Controllers, SIP, H.323, TDM Trunking (E1/T1/J1, BRI, PRI, Ground-Start, Wink-Start, Loop-Start, etc), Hunt Groups Codecs, Signaling Protocols (QSIG/Q.931, R1/R2 CAS, FXO/S, NI2, TR41459, HKTA2015)
• Managed Computer/Telephony Integration (CTI), Cisco Unity Voicemail, Network Management SNMP
• Managed a 7 global engineers supporting Proctor and Gamble’s local and international branches

Confidential, Plano, TX

Senior Voice Engineer

Responsibilities:

• Redesigned Contact Center telephony infrastructure to a worldwide VoIP Architecture
• Managed 4 engineers through the planning and implementation of switch unification for nationwide Confidential voice and TDM call center operations
• Managed, programmed and supported multi-language call centers, Confidential CMS, ASA, AES, Verint call recording, Nice call recording, Symon wallboards, MS Lync 2010, Definity switch platforms from IP Office, through Prologix, Si, G3r and Communications Manager, Confidential, Confidential Proactive Contact Rel 4.2, Confidential Voice Portal Rel 6.0, Confidential One-X. Modular Messaging, Definity and Intuity voicemail platforms, Call Manager administration in a TDM and IP environment, skill based routing, call vectoring, announcement management, ISDN trunking, Voice over IP, digital and IP handset management, IP Softphone, IP Agent, AAR and ARS routing, private voice networking and dial plans

Confidential, Richardson, TX

Senior VoIP Engineer

Responsibilities:

• Provided guidance and communication, designate work priorities, manage cost control, offer creative solutions while planning and overseeing the installation of networking, voice and data projects
• Reviewed requirements and quotes to redesign the Contact Center Architecture worldwide to support Nike, Dish Network, Sirius Radio and Redbox.
• Performed audits, documented best practices and conducted performance analysis
• Designed, programming and support global Confidential VoIP, Confidential Proactive Contact Rel 4.0, Confidential Voice Portal Rel 5.0, Cisco ICM call routing, CMS, eCAS, Nice and Verint call recording
• Optimize infrastructure and its associated software, including IP- PBXs, call management systems, voice mail, computer telephony integration and interactive voice response
• Acted as the senior problem solving support for all deployed telecommunications systems
• Maintained, troubleshooting, and repair legacy telephony equipment. Where necessary, plan for phasing out of legacy telecom systems and other switch-based technologies
• Maintained SLAs for all organizational IP telephony applications and provide escalation support for Legacy TDM-based ACD/PBX solutions

Confidential, Coppell, TX

Lead Telecom Engineer

Responsibilities:

• Provided leadership with technical guidance and communication, designate work priorities, manage cost control, offered creative solutions and overseeing the installation of networking and voice and data projects.
• Provided training to all 6 Confidential engineers on best practices for global VoIP optimization
• Perform audits, document best practices, and user response time, and conducted performance analysis.
• Provided engineering, programming and support for Confidential Proactive Contact Rel 4.0, Confidential Voice Portal Rel 5.0, Verint, Confidential, Cisco ICM global voice routing, Nice, Right Fax and Blackberry enterprise software

Confidential, Ft. Worth, TX

Confidential Solutions Specialist

Responsibilities:

• Provided Confidential and Confidential traffic analysis to include: trunk groups, automatic route selections, vectoring, call flows
• Maintained a comprehensive knowledge of the (current and future) policies, processes, system applications and products

Confidential, Addison, TX

Senior Specialist

Responsibilities:

• Provided Confidential Tier III support for all divisions
• Conversion of domestic local and long distance voice services
• Responsible for design, Architecture, testing, procurement and implementation of Confidential 's voice technology to include: Confidential, Confidential Proactive Contact, Confidential Voice Portal, Confidential, Nortel and Mitel PBX, Voice Mail systems, VOIP networking, Confidential Conversant and Edify IVR, Cisco ICM call routing, paging, local and long distance services, NICE and Confidential call recording, wiring plans
• Developed plans according to design standards and telecommunication reviews for PBX, CTI and Voice mail
• Managed telephony service providers to ensure on-time delivery and least cost of services provided

Confidential, Irving, TX

Confidential Voice Specialist

Responsibilities:

• Evaluated network performance and resolved problems with Confidential 5ESS and Nortel DMS 100/200
• Provided design, testing, provisioning, call vectoring for Confidential and Nortel Class 5 switches, Cisco ICM call routing, VOIP and Confidential Definity ACD and Confidential
• Provided 24-hour on-line technical support to ensure Confidential 's network quality
• Confidential Tier III support for global voicemail messaging for (Bank of America, Blockbuster, Texas
• Instruments, Silicon Graphics)
• In-depth project management and engineering of Confidential and Nortel PBX's, Octel, Audix, VMX, Proactive Contact Predictive Dialer, Confidential Voice Portal, Confidential, Nortel voicemail servers and Confidential Conversant, Edify IVR, VOIP, CTI, equipment refreshes, Y2K, migrations and office site moves/relocations