PROFESSIONAL EXPERIENCE

Confidential, Alexandria, Virginia

Senior Telephony Systems Administrator/Engineer

Responsibilities:

• Maintain, support, develop, and administer Interactive Intelligence Interaction Center tools, software and programs including and wifin the IVR/attendant, recorder, administrator, client, and supervisor/business manager.
• Provide technical and customer support for all 20+ USPTO Enterprise Contact Centers.
• Plan and design applications.
• Define and describe the software application intricacies.
• Develop, customize, and modify applications as needed and required.
• Maintain existing applications and configuration.
• Perform ad hoc needs analysis and problem resolution.
• Produce technical documentation for new and existing applications.
• Troubleshooting and analysis, reporting and documentation, and software modifications.
• Attend and participate in meetings as needed and required.
• Collaborate wif team, USPTO departments and managers, and contact centers as needed and required.
• Performs other duties as assigned by the program manager and senior team lead.

Confidential, Washington, D.C

Telecommunications Technical Manager

Responsibilities:

• Collaborating wif the project manager and team; consult and advise VA IT management and key staff on optimization, utilization, and modernization of current telecommunications services including but not limited to circuits, lines, Cisco VoIP, video, and Tadiran PBX for Veterans Affairs Central Office, campus and facilities in the DC region.
• Collect, organize, and analyze all data for telecommunications services including the Tadiran PBX, video, Cisco VoIP, and Call Manager.
• Present monthly and annual cost savings to the VA as required deliverables. Savings to the VA of $1.54 Million annually in 1st 12 months of project.
• Present and report all options and recommendations for improvements for telecom services to VA IT management based on the best industry practices and outline all cost savings and reductions for telecommunications services.
• Implement findings wif guidance of the project manager once approved by key management at the VA.
• Coordinate data gathering, physical site audits of the telecom facilities, equipment, and demarc wif vendors, internal billing, VA telecom and network technicians, and VA management.
• Track and document all tasks, progress, and savings. Report weekly to the project manager all information, savings, and progress for weekly and monthly reports and deliverables presented to key VA IT staff and management.
• Assist the sub - contractor Turning Point and VA staff wif telecom order processing and circuit inventory through NiOS.
• Assist Turning Point and the project manager wif training VA staff in NiOS and assist developing Standard Operating Procedure (SOP) documentation for telecommunication circuit inventory and monthly vendor billing ratification.

Confidential, Washington, D.C

Systems Administration

Responsibilities:

• Primary support POC and site tech for 4 buildings in the Veterans Affairs campus and shared team support at VA Headquarters. Back-up support at 7 other buildings in the campus.
• Tadiran PBX system administration - including but not limited to moves, adds, changes, installs, programming, maintenance, and working wif vendor AC/DC, Tadiran, and Veterans Affairs Telecom Group for projects and to resolve and complete any and all issues and requests.
• Active Voice - voice mail Tadiran system administration.
• Provide telecom support for all levels of staff and offices at the VA and VBA. dis also includes the Secretary’s office.

Confidential

Senior Voice Systems Administrator

Responsibilities:

• Mitel 3300 ICP 7.0 digital VoIP system administration - including but not limited to moves, adds, changes, installs, programming, maintenance, and working wif vendor for projects and to resolve issues.
• Tadiran 6000 PBX system administration - including but not limited to moves, adds, changes, installs, programming, maintenance, and working wif vendor for projects and to resolve issues.
• Active Voice - voice mail for Mitel and Tadiran system administration.
• Wireless/Cell phone support for Follett employees.
• Verify and review carrier billing invoices. Checking for accuracy and any cost saving opportunities.
• Telephony/technical support for nearly 800 College Bookstores - including but limited to ordering lines, remote troubleshooting, voice mail administration, coordinating moves/changes wif contractors and carriers, point of contact for trouble resolution.

Confidential, Niles, Illinois

Telecommunications Administrator

Responsibilities:

• Troubleshooting and all trouble ticket resolution for all offices in call center environment and support departments (Maryland, Wisconsin, San Diego, New York, and Niles, IL-Headquarters). Consisting of 2000+ digital desk sets, 50+ T1’s, 3 voice mail systems, 5 PBXs, 2 Attendants, 4 dialers and 250+ DID’s, toll frees, and POTS lines.
• Maintaining, programming, and resolving all issues wif Tadiran Coral PBX, CSU’s, Active Voice -Coral Message Center Voice Mail, and Phonetic Attendant.
• Maintenance, testing, turn-ups, etc. on DS3’s, local/LD T1’s, POTS/analog lines, DID’s, toll free, and PRI’s.
• All digital desk set programming. Including but not limited to ACD groups, features, speed dials, and department moves.
• All new installs, hot cuts, moves, adds, and changes for T1’s, PBX, voice mail, dialer, phonetic attendant.
• Responsible for coordinating, planning, and executing all telephony projects.
• Cabling/wiring (66 and 110 blocks) for CSU’s, Sonet, PBX, key sets, analog lines, and dialer.
• Generating reports for T1’s, PRI’s, toll free traffic, DID’s, etc.
• Working wif vendors and/or LEC when necessary and required.
• All inventory, record keeping, and order processing for PBX, T1 and PRI circuits, dialer, peripherals (key sets, etc), analog and DID lines, ACD groups, etc.

Confidential

Network Operations Technician

Responsibilities:

• Troubleshooting all physical layer, quality, call routing problems/outages on DS0, DS1 (T1), DS3 (T3) (and above), and switched network circuits on long distance voice/data network.
• Maintaining, monitoring, testing, troubleshooting, installing circuits on long distance voice/data network for major accounts via trouble tickets.
• Working wif LEC and other vendors to resolve any and all maintenance/install issues for customers.
• Switch and DACs nightly and weekly back-ups.
• Installing new turn-ups, hot cuts, moves, adds, and changes to complete orders.
• Installing, building, troubleshooting, and record keeping for international IMT’s (InterMachine Trunks - MCI switch to switch) and reseller circuits.

Confidential, Chicago, IL

Telecommunications Technician

Responsibilities:

• Trouble ticket resolution for trading floor, CBOT employees/departments, and brokerage offices.
• Servicing and troubleshooting Ericsson wireless, Telex, and Intecom PBX.
• Installing new turn-ups, moves, adds, and changes to complete orders.
• Database, PBX, voice mail, other circuit related problems, and/or installs.
• Wiring 66 and 110 blocks on the MDF and IDFs (Main & Intermediate Distribution Frames).