SUMMARY:

Experience IT Professional with over 20 years of experience with a with a proven ability to interact at all levels of organizations. Enjoys managing people and projects to complete required tasks at hand in a fast paced, time sensitive environment at or below budget. Leads by example of hard work and dedication and by putting customer needs first. Experience includes RFP’s, RFI’s, Project Management, technical design, building & corrections as well as audits. Excellent analytical and communications skills.

TECHNICAL SKILLS:

Cisco Call Manager, Unity, UCCE and CVP

Citrix Mobile Device Management

NORTEL (MS,XN,XT, 21, 51, 61, 71, 81, Norstar, StarTalk, Symposium, BCM, CCMS, CCT, CCMS, CCMA, CS1000, Call Pilot) - Various s

Avaya (Definity, Merlin, CM, Unified Messaging, contact center)

Mitel - Various s

NEC

ShoreTel - Certified

IVR

Networks:

(T1, T3, DS3, Microwave, Frame Relay, AVPN, Verizon PIP, ISDN, FX/COT, Centrex, SONET, OC3, OC12, OC48, FDDI, IP FLEX, PNT, SIP)

CISCO

Ethernet

TCP/IP

OSPF

BGP

ATM

WiFi

Bay Networks

Misc:

Wiring management

Cellular services (PDA, cellular phones, Blackberry, IOS, and Android)

Cellular PBX systems

Call accounting

Video Conferencing:

PictureTel

Polycom

EXPERIENCE:

Confidential

Responsibilities:

• Responsible for supporting day to day operations and the infrastructure for FIS Internationally.
• Covering multiple Cisco CM Clusters, Contact Centers, Administrative, and Unity Voice Mail platforms.
• Advanced troubleshooting before escalations within senior staff / vendors
• Upgrades to software / hardware as required
• Inventory all of Milwaukee base systems, network and streamlining platform.
• Decommission NORTEL PBXs, network, billing and circuits (Conversion from Nortel to Cisco platform)
• Work hand in hand with telecom TEM group to clean up billing and circuit inventory.
• Assumed responsibilities of contracted on site technician

Environment: Cisco Call Manager, Unity, UCCE, Finesse and CVP on Cisco IP networks with significate focus on the hardware and software.

Confidential

Telecom Specialist

Responsibilities:

• Responsible for supporting day to day operations and managing the voice communications infrastructure for our headquarters, branch offices, teleworkers, and multiple contact centers and help desk.
• Performed advanced troubleshooting of technical issues, and evaluates current and foreseeable future requirements to determine appropriate solutions Acting as last level before going to Cisco TAC Upgraded software and hardware of CISCO communications systems and servers; fix or replace hardware of systems as needed. Installed, configured and managed new branch offices including network and systems integration
• Created network topology design diagrams for proposed solutions Proactively performed health checks on all voice network elements, and monitored performance and security issues working through problems as needed
• Designed, implemented and maintained CVOP and Enterprise Call Centers including CAD with CISCO soft phones and hard phones. Installed and maintained Polycom / CISCO conference room systems
• Provided Tier 1 through Tier 3 engineering support, advice and consultation
• Provided on - site and on-call support to ensure 24/7 operation
• Assisted in the support of all areas of the telecom department which may include cell phone administration, vendor management, billing support, and project management.
• Developed and implemented technical operational procedures, standards and templates for communications products Actively collaborated and participated in unique ability teams as the SME for telecom, Unified Communications and Cellular
• Designed and implemented a BYOD and Corporate Cellular platform utilizing Citrix
• Assisted in design and implemented Curtesy Call Back for our Call Centers.
• Assisted in all MACD activity for Call Centers and desk phones corporate wide.

Environment: Cisco Call Manager, Unity, UCCE and CVP on Cisco IP networks with significate focus on the hardware and software.

Confidential

Data Voice Technician

Responsibilities:

• Developed, maintained, and troubleshoot the telecommunications system.
• Ensured the software and systems meet the overall needs of the credit union and department goals.
• Managed the network (data, internet and voice) between the corporate office, all branches and carriers to insure it is functioning properly this includes all point to point T1’s as well as the MPLS Network.
• Ownership of the VoIP system to include phones, phone switches, software and for end users.
• Ownership of the Call Center System to include software updates, report generation and end users.
• Ownership of the Voice Response system. Ownership of the telecommunications network to include POTS service, high caps, cellular service, data services, Internet and MPLS.
• Responsible for all administration of cell phones and PDA’s.
• Responsible for all Polycom audio and video equipment. Serve as the liaison with vendors and maintain records related to contracts and purchasing.
• Audited and found a 15% savings on the voice and data network.
• Negotiated and project managed the move from a hub and spoke to MPLS network.
• Managed and installed a Call Recording System for the Call Center, the change out of the current Network to an MPLS Network, and various software upgrades to the VoIP phone system and Call Center. Project management of ATMs, their network, kiosks, and facility.

Environment: ShoreTel VoIP system, AT&T network (Frame Relay, MPLS, POTs service) iPhone, Polycom (conferencing equipment)

Manager

Confidential

Responsibilities:

• Led several network reviews/audits and assisted in managing other reviews/audits.
• Scheduled network reviews/audits with business units.
• Presented network review/audit conclusions and recommendations to management at the conclusion of the review/audit and as a part of the exit meeting.
• Prepared detailed network review/audit documents in accordance with Enterprise Technology standards, showing recommendations in immediate, short and long term savings opportunities.
• Performed network reviews/audits and other assigned tasks in a professional manner and in accordance with Enterprise Technology standards, timelines and budgets.
• Identified and implemented recommendations to enhance the network review/audit process.
• Followed up with business unit on a quarterly basis with all open network reviews/audit items for reporting to upper management and updating on Confidential intranet.
• Assisted and supported other Enterprise Technology activities as needed.
• Worked with TANGOE telecom expense management to improve the network review process by eliminating travel expenses and incorporating the most current invoices into the network review process.
• Due to the above changes network reviews/audits will be more accurate, timely and efficient and provide equal or better savings opportunities for Fiserv, Inc.
• Managed the closing of business unit’s IT infrastructure and telecom networks.

Environment: Traveled to US based offices to preform audits and recommendations on circuits and phone systems for cost savings.

Confidential

Telecom Manager

Responsibilities:

• Cleaned up of all external circuits within Goodwill’s territory.
• Designed and manage all circuits (data and voice) and voice services for troubles and escalations to outside vendors. Wrote and managed all RFP’s for data network, voice network, cellular, LD, and local service.
• Discovered cost reductions within current network to minimize cost by 25% on monthly bills.
• Worked with IT management to convert from Frame Relay to a MPLS network for data and voice services.
• Designed circuit diversity within network and building entrances, recommending assest management package, examining and designing a telecom forecast for a 1 to 3 year plan and a 5 to 7 year plan, determining voice service CPE for end of life and designing a plan to move into VoIP.

Environment: Nortel Networks phone systems, AT&T voice and data network (Frame Relay, MPLS)