SUMMARY

• Utilize strong interpersonal and developmental skills complemented with 15+ years of Call Center and IT experience.
• Engineering and project management on Avaya 8700, 8300, G3, Gsi platforms, all Avaya remote gateways, as well as ISDN and SIP trunking with various carriers.
• Architecture, deployment and maintenance of Microsoft OCS 2007 R2 and Lync infrastructures.
• Strong focus placed on root cause analysis, incident documentation and effective end user communication in adherence to ITIL V3 standards.

PROFESSIONAL EXPERIENCE

Confidential, Witchita, KS

Lync Lead Architect

Responsibilities:

• Architecture and implementation of upgrade from LCS 2005 to OCS 2007 R2 to Lync for 20,000 users in the US and UK with 2 data centers.
• Integration with existing Cisco PBX for conferencing and enterprise voice to replace hosted Live Meeting service.
• Lead in partnering with other functional groups required for a successful deployment.
• Partner with Microsoft's Center of Excellence team to identify any risks in architectural design.
• Create scripting on troubleshooting of basic user issues for service desk to handle and provide a first call resolution.

Confidential, Cedar Rapids, Iowa

Telecom Team Lead

Responsibilities:

• Oversaw and assisted with all moves, adds, changes, and projects within 8 local and remote Avaya switches, as well as the Microsoft OCS / Lync infrastructure.
• Technical and Project Lead for Microsoft OCS pilot and later production deployment across the enterprise over 3 sites with 3 different PBXs for Enterprise Voice.
• Developed and executed project plans to integrate remote standalone locations into the headquarters voice environment using SIP / VoIP, including carrier based SIP trunks terminating to Session Border Controllers (SBC).
• Deployed Release Candidate of Lync when first available in preparation for eventual migration from OCS, later deploying the official release utilizing all features within Lync.
• Developed relationships with Microsoft employees dedicated to OCS and Lync to assist in overcoming known issues and be made aware of updates immediately after release.
• Programmed call center routing for new and existing customers, including vector redesign to improve caller experience / routing efficiency.
• Interfaced with partner carriers Verizon and Qwest for toll - free changes, fail-over routing, cloud based IVR menus, and QoS over the MPLS networks.

Confidential, Cedar Rapids, Iowa

Production Manager

Responsibilities:

• Oversaw daily operations of Microfilm production department.
• Evaluated opportunities for productivity increases through automation.
• Partnered with sales team for monthly revenue forecasting, as well as communicating opportunities for improved customer quality.

Confidential

Operations Manager

Responsibilities:

• Developed, motivated, and monitored twelve Team Leaders and up to 200 Customer Service Representatives in two brick and mortar and 30 virtual sites.
• Assisted at home (@home) project team with interviews, site inspections, equipment installs as well as on going support to the @home agents.
• Worked in conjunction with Workforce Department to ensure proper staffing for call volume using systems such as Aspect eWorkforce and CMS.
• Developed and maintain Microsoft Sharepoint Intranet to streamline paper driven processes, increase employee awareness and drive quality initiatives.

Confidential

Call Center Senior Manager

Responsibilities:

• Developed, motivated, and monitored an Assistant Call Center Manager, seven Supervisors, five Team Leads and up to 80 Customer Service Representatives over two locations.
• Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff.
• Evaluated call volume trends using Avaya CMS and Symon Community to adjust staffing on a real-time and historical basis
• Assisted in strategic planning budgetary planning with the other senior management staff as well as the President and Vice President.
• Daily interaction with President and Vice President regarding call center performance.
• Implemented and maintain a literature request IVR that increased our ability to handle revenue-generating calls with the same amount of agents, allowed for 100% of our catalog requesters to have their call answered immediately, as well as a cost savings of $215,000 the first year.