PROFESSIONAL SKILLS PROFILE

• Supported multiple Confidential platforms including Confidential Aura Contact Centers.
• System Platform: maintained hardware for 6.0 and above
• Session Manager: SIP routing engine
• VOIP hardware, trunks and telephone instruments
• G450 (with Local Survivable Processor) utilized for local trunking and as a survivable server.
• G860: used to connect the LD T3s trunked out as SIP T1s to the CM 6.0
• Confidential One - X products
• VMM and CAN: used as system monitoring tools
• Unified Messaging voice mail application connected to our CM
• Office 365 Voice Mail
• Utilized AES for integration with Genesys CTI, ICM (Cisco CTI), and Verint.
• Integrated and utilized NICE call recording software for call flow trouble shooting applications.
• Six Sigma Green Belt Certification Project Management
• Supported rollout of telephone systems and camera security systems to Confidential National Account Customers.
• Supported Sales Manager in gathering system requirements and providing National Account pricing.
• Managed local dealers during installation process.
• Provided additions and maintenance support after the initial sale and installation.

WORK EXPERIENCE

Confidential, Tampa, Florida

Project Manager

Responsibilities:

• Gathered customer requirements for telephone and security camera systems
• Prepared sales documentation and processed customer purchase orders
• Assigned local Confidential dealer to the various Cargill locations and managed account prior to and after the installation of the systems.

Confidential, Deerfield, Illinois

Voice Engineer - Information Management Senior Specialist

Responsibilities:

• Perform cost analysis, identifying design approaches to meet client’s requirements.
• Prepare reports for client presentation
• Manage integration projects including equipment ordering, vendor negotiations, testing, troubleshooting, installation, and implementation of upgrades or new installations
• Reporting on project status, capacity planning, and metrics.
• Attend meetings as required and interact regularly with management and clients.
• Provide support of 8 Confidential switches throughout the US
• Provide onsite support for adds, moves, and changes for headquarters location
• Participate in after hours duty shift rotation
• Worked and closed tickets via Remedy trouble ticketing system.

Confidential, Nashville

Telecommunications Analyst

Responsibilities:

• Supported the MedSoltions Confidential office and call center applications which also included CMS, Verint, and Audix systems.
• Performed onsite and remote add, moves, and changes
• Participated in after hours duty shift rotation
• Worked and closed tickets via their Cherwell trouble ticketing system.

Confidential, Oak Lawn, Illinois

Responsibilities:

• Provided Tier 3 support for Confidential ’s internal telephone switches.
• Provided 24 x 7 support of 9 Confidential switches with over 100 Call Centers and 50,000 trunks.
• Monitored switches for outages, alarms, errors, and trunk usage on a team designed webpage and alerting system.
• Monitored a Trouble Ticketing system to ensure that all issues were resolved within a timely manner according to our goals and objectives.
• Worked on switch conversions from ATM to VOIP.
• Regularly scheduled firmware and system upgrades in order to maintain current versions. Prior to implementation, new versions of software were tested and soaked in a lab environment.
• Performed station adds, moves, and changes on a regular basis.
• Participated in weekly Knowledge Share Sessions with teammates, clients, and vendors, incorporating new technologies and how they supported current and future applications.
• Responsible for individual switches, but provided support for all switches during call-to-work issue calls.
• Provided support for all switches while working the duty shift. Duty shifts were on a rotating basis, where we were responsible for all the switches supported by our department during late night and weekend coverage tours.
• Participated in weekly implementation calls when new call centers were added to our Confidential platform. Worked with Project Managers, Call Center managers, vendors, and other technological departments to review applications, features, and schedules.
• Provided DHCP requests as new centers were brought online.
• Conducted onsite reviews during conversions to ensure that all telephony instruments were working as designed. Met with Call Center personnel to review their training and to ensure that they were well versed on how to report both minor and major issues once the conversion was complete.
• Answered Hotline calls during the day, and either helped in resolving the issue or directed the caller to the proper personnel.
• Reviewed maintenance contracts on a regular basis and ensured that any unnecessary circuit cards were removed in order to lower maintenance costs where possible.

Confidential, Schaumburg, Illinois

Telecommunications Manager

Responsibilities:

• Confidential PBX installation, support, and best service routing for various client call centers.
• Monitored switches on a regular basis and worked with Confidential and various local and long distance telephone companies to resolve any issues.
• Provided onsite support during new center openings or system conversions.
• Reviewed trunking capacities to meet peak season call volumes.
• Worked with other teams to create VDNs and vectors in support of client needs. Monitored and tested on a regular basis to ensure accuracy.

Confidential

Telecommunications Manager

Responsibilities:

• Managed Confidential PBX installations and provided maintenance support.
• Assisted in a yearly demonstration of the disaster recovery plan, moving reps to a remote location and providing them with voice and data capabilities.
• Maintained the company Octel voice mail systems.
• Publishing yearly directories world wide.
• Supported the installations of various Video Conferencing equipment world wide. Worked with Marsh and McLennan telecom team during this joint venture.

Confidential, Chicago

Telecommunications Analyst

Responsibilities:

• Installed and maintained Confidential and Confidential PBX installations for retail and service center locations.
• Worked with Confidential National Account Manager to resolve any issues. Reviewed a weekly status report provided by Confidential, detailing any outages or issues.
• Prepared and reviewed RPI and RFPs for retail and Product Service locations. Made recommendations to upper management and clients.
• Performed adds, moves, and changes for both retail and service locations
• Provided onsite support during new store openings and system cutovers.
• Worked with both AT&T and MCI to provide optimum LD service and price.
• Worked closely with clients to ensure that their requirements were met during system cutovers or conversions.
• Worked closely with Confidential engineering to ensure that the Confidential switches copied the Confidential switches as closely as possible while considerably reducing the initial purchase and ongoing maintenance cost.