Lync Lead Architect Resume Witchita, KS - Hire IT People

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.