SUMMARY:

I have several years of experience in the project management, business analysis, architecture design, engineering, administration, implementation and technical documentation of Confidential Aura Contact Center telecommunications solutions serving large corporate environments. I have experience with multiple concurrent project deployments including requirements design and planning, telephony network architecture, task delegation, implementation, QA/ UAT acceptance testing, documentation and steady state support efforts. I also provide mentor education, am very diligent with efforts and very personable with client staff.

TECHNICAL SKILLS:

Project Management / Business Analyst / QA UAT Tools: MS - Office 2010, Project, Word, Excel, PowerPoint, Outlook, Access, Visio, SharePoint, Adobe Acrobat, Webex, Meeting Place, UAT Test Director, Empirix, BMC Remedy, HP Service Center.

Systems : Windows Server 20xx, Windows 10, UNIX/AIX, LINUX, SUN Solaris, Apple OS, Active Directory

LAN/WAN : TCP-IP, VOIP, VLAN, QOS, DNS, DHCP, TFTP, Cisco Routers/ Switches, SNMP, RMON, Net-Scout, VPN

Transport Network Services : LEC, IXC, 800, AT&T Route-IT, VOIP, ISDN-BRI-PRI, SIP Trunk, MPLS, DS-0/3, SONET OC3/12

PROFESSIONAL EXPERIENCE:

Confidential, Birmingham, AL

Project Manager, Business Analyst

Responsibilities:

• Served onsite as an Confidential senior consulting project engineer with technical design and support responsibility for all new and existing TDM and VOIP transport, desktop and Contact Center technologies under the direction of Confidential -KU senior IT staff.
• I provided expertise in the installation, maintenance and removal of TDM legacy and new IP enabled endpoints with consolidation and reconciliation efforts of existing technology.
• I provided extensive enterprise wide documentation and made recommendations for engineering objectives.
• I also provided extensive knowledge and learning opportunities to all Confidential -KU telecom staff for those with or without direct hands-on responsibility of all Confidential technologies.
• AVAYA CM 5.2, S8800, S8730, G650, G450, H323, H248, ESS, ACD, CMS, VOIP, TDM and Network Transport technologies.

Confidential, Nashville, TN

Responsibilities:

• I was a temporary consulting associate with Telecom Group Engineering Support of Confidential Contact Center technologies at Confidential locations.
• AVAYA CM 5.2, S8730, G650, ACD, CMS, VOIP, TDM

Confidential, Plano, TX

Responsibilities:

• I consulted with Level 3 Operations and Engineering Support of Confidential contact center technologies at Confidential domestic and foreign offshore enterprise locations.
• AVAYA CM 5.2, S8730, ACD, CMS, VOIP

Confidential

Responsibilities:

• I was a consulting Confidential SME relative to Confidential campus completion tasks at Confidential facility locations.
• My role was to complete all high-end ISDN and VOIP transport engineering and implementation tasks put underway by others.
• AVAYA CM 5.0, S8710, ISDN, VOIP

Confidential, Portsmouth, NH

Responsibilities:

• Consulting associate in the high level design and engineering of several contact center conversions from Confidential Definity TDM legacy configurations to S8730 VOIP ESS at enterprise wide sales and service contact centers.
• Prepared engineering, design and business analysis requirement documents for delivery
• AVAYA S8730, G650, H323, TDM, ESS, ACD, CMS, VOIP and Network Transport technologies

Confidential, Mountain View, CA

Responsibilities:

• I was a consulting associate in the design and engineering of several contact center conversions from Confidential ECS TDM legacy configurations to Confidential S8720 ACM 3.0 VOIP at several domestic and foreign offshore enterprise sales and service contact center locations.
• Additional consulting engagement was relative to the upgrade to ACM 3.1 and conversion of existing Confidential legacy Definity sites to new ESS, (Enterprise Survivable Server) platform design with engineering and installation efforts with Confidential staff.
• AVAYA CM 5.2, S8720, H323, H248, ESS, ACD, CMS, VOIP, TDM and Network Transport technologies

Confidential, Providence, RI

Responsibilities:

• I was a consulting IVR Business Analyst for SDLC financial application deployments related to Confidential acquisition.
• Application GAP Analysis review and network service transport toll free conversion efforts were primary to the effort.
• AVAYA S8710, EDIFY IVR, Host - Dbase, LU6.2

Confidential, Irving, TX

Responsibilities:

• I was a consulting associate in the design and implementation of several SDLC financial software design applications.
• I developed separate RFP IVR business requirements, telephony application and software integration plans.
• QA/ UAT testing processes with CRM premise and network routing platforms were inclusive of this effort.
• AVAYA G3RV9, ACD, CMS, Conversant IVR v6, 7, 8

Confidential, Raleigh, NC

Responsibilities:

• I was a consulting IVR Contact Center Architecture Analyst with system conversions from premise based to network cloud served IVR/VRU applications.
• Business Unit routing, IT infrastructure requirements and software contact center telecom call transport revision development, QA and UAT processes inclusive of this effort.