SUMMARY

• Technical professional with many years factory experience plus hands on time with Customers in the Detroit, Mi area plus North America.
• Previous DOD Clearance for IBM General Dynamics and Computer Science
• Lead NOC engineer Tier - 3 support on many Voice TDM/VOIP solution (15) years’ experience in the Network Operating Center
• Service requests, Moves, Adds completed on a timely schedule at General Dynamics DOD offices
• New office installs, upgrades and desktop repairs on Data and VCE for Chase Banks and Bank of America in Michigan.
• NICE enterprise 3x-4x systems,Team player, Independent thinker with focus to Customer Details.
• Nice in contact:Queue for Routing Customer Interactions
• Excellent Technical written and verbal communication skills
• Demonstrated ability to manage teams, multiple projects and tasks concurrently in a fast paced NOC environment
• On Prem plus Saas services on Cloud technologies such as 911 Psap, Integrated Platforms, Contact Center agents, supervisors and lead management utilizing Desktop Integrator, CTI toolkit and Finesses ACD servers.
• Voice Gateways such as VG310,224,248, ATA plus, PSTN to Carrier services for PRI, MPLS, Sip Trunk media services in
• Cloud contact Center with five9 RTC agents, supervisors and helpdesk
• Excellent Multi-organizational skills
• Resourceful, honest, reliable, and productive and pro active
• Server and Active Directory Support
• Multi-function printer and accessory installation and repair
• Software installation and troubleshooting
• Employee training and mentoring
• Network Analysis and Troubleshooting
• Desktop, laptop, and peripheral troubleshooting and repair
• 8140/8570 IAT Level II Compliant through 2019
• Cisco video background on Expressway edge and core, Plantronics enterprise and Cisco call manager of 25 years.
• Telepresence, Expressway, Panasonic, Tandem for over 15 years on install, service and patch work on the appliances.
• Contact Center on Pro Center, UCCE, Fujitsu, Shore-Tel
• Siemens A+, Net+ engineer certifications, collaboration, ccnp
• Customer Facing issues, Triage, resolution and testing top priority on each service Now ticket.

TECHNICAL SKILLS

• Cisco CUCM support v2-11.5 + appliances
• Nice enterprise admin
• Nice NTR IPC
• Avaya blue- red ip
• Five9 Cloud
• Avaya OFC
• SCOM 2012 R2
• Solar Winds tools
• Scom
• AVAYA
• SCCP Server
• Windows 9x, NT, 2000, XP, Vista, 7, 10
• Exchange Server/Outlook 365
• Centigram
• Enterprise from MCI
• Fujitsu VOIP
• TIE
• Siemens 7,8,9, 9006,Hicom, HiPath
• Unity Connect
• Office IP
• ROLM PhoneMail, Xpressions
• Norton Anti-Virus, McAfee Anti-Virus
• Adobe Products
• Active Directory LDAP 2003, 2008, 2012
• Microsoft Office Suites
• Symantec Ghost/Acronis
• Remote assistance PC Anywhere, VNC
• Symantec Backup Exec
• SAP
• Altiris
• Micom
• Multiplexers, Broadscom Signaling
• Hardware form office to PBX Service
• Service Now/ Remedy/D1
• Workstations/Laptops
• Telepresence
• Ethernet & Token Rings 3270 term servers IBM
• Motherboards
• Video & Sound Cards, VCS
• Monitors
• CD-ROM Drives
• TMS
• Tape Backup and Optical Drives on Hi Path and Fuji-9600
• Multi-Function devices
• Tandebrg’s conference systems
• VOIP, TDM, PCM voice systems

PROFESSIONAL EXPERIENCE

Senior Voice Lead

Confidential

Responsibilities:

• Monitored, provided support and maintainedContact Centersystems
• Manage/Support 165 offices in N/A on Legacy and Voip systems Daily
• Manage Staff on boarding and Separation batch updates Daily
• Complete all service request from Clients on Avaya, Inter-Tel, Fujitsu, Siemens, Cisco, Nice In-Contact enterprise call recording
• Order. Fulfill hardware and Factory software across multiple voice platforms
• Repairs with Carrier service groups in N/A such as AT&T, Verizon, Windstream
• Five9 beta cloud contact center
• Contact Center on Siemens Pro-Center
• Cisco UCCE with desktop Integrator, CTI- toolkit and Finesse.
• Avaya - Aura, UC360 & SCOPI
• Order new Facilities of Lines, Crkts and Trunks for Multiple locations Media Types MPLS,SIP,
• Request Moves, Deletions and Changes to media points as requested by users groups.
• Systems Administrator Lead Ford
• Customer Support Systems Administrator Team Lead managing 1-35 off shore technicians and insuring SLA’s are met.
• SPOC for all sites
• Lead Schedule creator for all Vendors on Voice request Such as Comm-net, Direct Video, video conferencing.
• Field Technician providing support to the customer for all communication needs.
• CISCO NOC updates and Support on regular and after hours basis
• Service Now Queue Manager assigning tickets to techs and monitoring to ensure updates are in tickets and technicians are fulfilling SLA requirements.
• Reports Management Provide reports to management in order to measure my team’s success

Technical Project Manager/Senior Account voice engineer

Confidential

Responsibilities:

• Voice Install, Service and MAC Engineer for Michigan account base.
• Implemented projects related toContact Centernetwork design and infrastructure and tested new routing designs and systems after implementation
• Installation of voice systems to Major Accounts such as Cleveland clinic, Case western Reserve, University Hospitals of Ohio, FORD, GM, CHRYSLER, HENRY FORD HOSPITALS, ST. JOHNS, 3M, BAFS, BAYER, Oakland University, Wayne State, Hewitt Associates, Charles Swab, Edward Jones.Lanse Cruse Public Schools, Rochester Schools, Pontiac Schools, Wayne County Schools, Detroit Schools
• National Team Leas on Unix, RMX and Informix Voice Systems country wide
• AS400 Server team programmer
• Migration lead on Michigan enterprise Customer database
• Sys-Gen database creation and deployments in N/A