Program Manager/Toll Free Subject Matter Expert Resume

SUMMARY:

Senior Technical Engineer II with 14 years experience in voice/data network technology.
Over 3 years experience designing, implementing, testing, and supporting Cisco VoIP networks for Fortune 500 corporations, government agencies, and universities.
Created and executed test plans for large VoIP network implementations utilizing Cisco SIP.
Over twelve years experience in the implementation of Intelligent Call Routing/Network products for Enterprise Customers and government agencies.
Over 4 years experience as an application developer utilizing XML, Java, and speech recognition technology.
Performed quality assurance testing on countless Enterprise Customer applications resulting in improved product delivery, and more business with existing customers.
Intelligent Voice Response (IVR) experience including; Cisco/Geotel, Aspect, Genesys, and Avaya.
Cisco ICM experience in AW, RGW, PG, NAM, scripting, and configuration.
Confidential experience including; Confidential & Confidential G3, Aspect, Siemens Rolm, and Nortel Meridian MAX.
Configured Cisco Enterprise Gateways with IPsec, QoS, Voice Dial Peers, video, fax command, IP routing, and compression, over PIP, frame relay, VPN, ISDN PRI, vBNS, MPLS, and POTS circuits.
Performed customer consultation, network design, implementation, and both on/off - hours support of IP telephony and unified messaging business solutions.
Program managed the transition of all Toll Free voice traffic and services for the Confidential from FTS 2001 to Networx Contract.

WORK EXPERIENCE:

Confidential

Program Manager/Toll Free Subject Matter Expert

Responsibilities:

Program managed the transition of Services for Fair Opportunity contract award winners from FTS 2001 to Networx.
Tiger Team Lead for the transition of all Contact Center applications, services, and toll free voice traffic from FTS 2001 to Networx contract.
Held weekly checkpoint calls to ensure deliverables were on time and error free.
Held multiple discovery calls with agencies such as Poison Control, NIH, Medicare, Confidential, and Confidential, to ensure that applications associated with toll free numbers, or with hidden toll free numbers were transitioned properly.

Confidential

Application Developer

Responsibilities:

Managed multiple project workloads within an aggressive, deadline driven environment.
Identified productivity improvement processes and documented application defects.
Reviewed and provided consultation on design specifications and call flows to ensure functional integrity and platform applicability.
Set application and time management goals to meet quality and quantity requirements for applications.
Built and tested a remote host application for the National Oceanic and Atmospheric Administration (N.O.A.A.) which obtains buoy information, such as wave height, salinity, oxygen content, and water temperature, etc., for a number of buoys on the John Smith Water Trail, by simply dialing a toll free number and choosing your options for detailed, up to the minute information.
Built and tested an application for the Social Security Administration that provides screen-pop information about the caller to contact center agents Confidential over 30 contact centers throughout the Confidential, utilizing cyber security that meets the government’s strict standards.

Confidential

Senior VoIP Engineer - Senior Engineer II

Responsibilities:

Created and executed Test Plans for all end-to-end call types, including all points of fail-over within the network.
Assisted in developing a training plan for key customer representatives and ensure they were properly trained on all features and options.
Performed troubleshooting via trace/log files, when necessary, to enable a smooth turn-up and a clean delivery for each customer.
Provided Level -2 support, 24X7 for all Enterprise customers in the production environment.
Led the technical portion of weekly customer calls and site turn-up calls, adhering to a strict project schedule utilizing Microsoft Project.
Trained support organizations from multiple locations in the U.S., enabling them to better their overall customer support.

Confidential

Implementation Engineer - Senior Engineer II

Responsibilities:

Determined networking, clocking, and Confidential polling intervals for multiple types of Confidential ’s to provide Confidential ’s platform with proper communication requirements.
Worked directly with project manager and customer to communicate project status and to confirm that all action items were performed in a timely manner.

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