SUMMARY

• Extensive knowledge of various voice and data technologies, specifically used in a Contact Center IT environment: PBX, Voice Mail, Voice Over IP (TFTP/HTTP servers, Option 176 & 242 DHCP scopes), Net QOS, Turrets, ACD, Call/Contact Center Solutions, Workforce Management, Auto Attendant, IVR, Call Recording Technologies.
• Video Conferencing, Predictive Dialers, H.248, H.323; SIP; ISDN PRI, ARDs, VOIP Networking, T1, MPLS; Frame Relay, CTI, Toll Free, DNIS, Local & Long Distance Services, Cellular, Paging, Trunk Usage Analysis.

TECHNICAL SKILLS

Avaya Technologies: Avaya S8300 - S87XX & DL360 Media Servers; G350, G430, G450, G650 & G700, H.248 Media gateways, H.323 IP phones, Communication Mgr 6.0; Avaya Aura Session Manager/System Manager; Interaction Center Manager 7.2; Call Vectoring; CMS Supervisor 15; Voice Portal 4.1 (using Speech Recognition); Modular Messaging 5.1, Intuity Audix & Octel 250/350 Voice Mail platforms; Voice Announcement Mgr 5.0; IP Agent/One-X Agent; Meeting Exchange, Operational Analyst; IPSI Port Network; CLANs; MedPros; AES CTI Servers 4.2.1; MAPDs; LSPs & ESS’.

Nortel Technologies: Nortel Meridian PBX (options 11c-81c); Meridian Mail; Nortel Call Pilot; Periphonics IVR (MPS 500 & 1000); Nortel OTM; Meridian 1 ACD; Nortel Symposium (Skill-based Routing); Meridian Integrated Conference Bridge MICB .

Other Related Technologies: NICE Call Recording System 3.0; Aspect TCS Scheduling and Forecasting ; IEX; BMC Remedy 7.5; Nuance & Parlance Speech Recognition Software ; Predictive Dialers (Concerto - formerly Davox); Turret trade phones (IPC and V-Band); Video Conferencing (PictureTel & Concorde); Various Call Accounting Reporting tools; Wall/Reader boards (Netbrite boards using Symon server and Net Link boards using Quick Com server); Sprint DNR (toll free # allocation tool); Linux &Windows servers; SMARTS Alarm Monitoring tool.

PROFESSIONAL EXPERIENCE

Confidential, Virginia Beach, VA

Senior Telecommunications Engineer III

Responsibilities:

• Primary responsibility is to design, maintain, test, monitor and troubleshoot Avaya class media servers (S87XX, S8300, S8500 & DL360s), H.248 media gateways (G430s, G450s & G700s) using H.323 IP phones and IPSI port networks (G650s) running Avaya Communication Manager R6.0. Utilizes Net QOS to monitor and troubleshoot VOIP network & IP related end points (i.e. H.323 IP phones, MedPros & EF Traffic Queues).
• Provides overall software implementation and project management leadership. Responsibilities include installations, upgrades, and configurations (i.e. Avaya Media Gateways, Media Servers, Firmware upgrades, LSPs, ESS, VOIP, SIP, Modular Messaging, Option 176 & 242 DHCP scopes).
• Interfaces with business representatives to discuss major implementations and complex incident management/problem resolution.
• Participates in telecommunications planning and provides input on the selection of hardware, systems, and utilities. Recommends telecommunications policy changes consistent with corporate objectives.
• Expert knowledge and hands-on advanced systems design and programming for call center ACDs using various Avaya tools (CMS Supervisor, Call Routing, EAS, Vectors, VDNs, variables, agents, VeraSmart eCAS Call Accounting system).

Confidential, Muscle Shoals, AL

Team Lead - Voice Telecommunications

Responsibilities:

• Responsible for the design of call routing strategies, IVR utilization, upgrades/implementations, problem resolution, call flow and menu setup, reporting definitions, standard operating procedures and software use.
• Was Technical Lead and Project Manager for multiple key acquisitions (Pittsburgh PA, Ann Arbor MI, Morristown NJ, Frisco TX and Portland OR). As a result of these acquisitions, I configured and project managed the integration of all Contact Center technologies including Avaya media servers/gateways, VOIP (IPSIs, CLANs, Medpros, H.323; Check Point Firewall rules/ports, MPLS WAN, TFTP, DHCP - Option 176 Scope, AES), CMS Supervisor, Modular Messaging, NICE Call Recording, Reporting, and several hundred end points (including Agent positions). All acquisition projects met company defined time lines and were within budget.
• Lead the evaluation, testing and integration of new technology, methodologies, telephony administration, capacity planning, technical and application support for a large Avaya Contact Center environment consisting of multiple mid to large size contact center sites.
• Performed analysis of vendor products to determine best fit for company needs and assisted in the presentation of information to management for purchase decisions.

Confidential, Princeton, NJ

Senior Voice Consultant

Responsibilities:

• Was responsible for developing and implementing overall strategy of ETS’ large Contact Centers including ACD, IVR, Scheduling & Forecasting of Agents, Skill-based Routing, VOIP and Auto Attendant applications.
• Staff Scheduling and traffic planning; monitor call flows, volumes and trends.
• Worked with the client to develop enterprise-level complex contact center solutions.
• Analyzed/developed system life cycle designs and make appropriate recommendations.
• Demonstrated Project Management skills by implementing VOIP beta tests and IVR upgrade from Periphonics VPS to MPS platform .
• Thorough knowledge of vendors in marketplace and ability to work with vendors to establish agreements.

Confidential, New York, NY

Telecommunications Manager

Responsibilities:

• Was responsible for planning, coordinating, and directing the implementation and on-going operation of the company’s voice architecture and topology for 30 PBX locations (Avaya and Nortel - 4,000 users).
• Oversaw and maintained the design of PBX related projects and third party hardware/software while ensuring optimum performance and reliability.
• Created and managed the firm’s Telecommunications budget.
• Managed the maintenance and telecommunication functions of the firm’s trading floor (145 turret phones, 175 private lines) and Hoot N Holler Network.
• Utilized Carrier Technology Skills including T1, ISDN PRIs, ARDs, D-Ch, POTS, DS3, OC-3, OC-12 and OC-48.

Confidential, New York, NY

Telecommunications Manager

Responsibilities:

• Managed Voice Communication systems, devices and services.
• Performed monthly audit of telecommunication charges with attention to departmental equipment, local & long distance, wireless, video & audio conferencing expenses.
• Managed corporate communications budget; Tracked all telecommunication costs to ensure that expenses (capital and operating) were within budget and that cost containment measures were in place.
• Managed installs, moves, adds and changes of hardware, software & cabling as needed.
• Negotiated telecommunication contracts ensuring service and support contracts were in place.
• Was responsible for the design, development, implementation, enhancement and maintenance of the company’s telecommunication technologies.
• Analyzed existing operating environment including technologies and procedures and made recommendations enhancing productivity and reducing costs.
• Coordinated & managed special projects such as PBX studies/implementations, service upgrades, major renovations or relocations, new offices, and oversaw telecommunications budget on a monthly basis.
• Analyzed and made recommendations for PBX services, video conferencing, carrier services, voice mail systems, calling cards, '800' calling, cell phones and pagers.

Confidential, Philadelphia, PA

Telecommunications Administrator

Responsibilities:

• Performed all telecommunication functions including moves, adds, changes and cross-connects.
• Administered the Octel Voice Mail and Nortel Meridian PBX system opt 61C for approx. 525 users.
• Was responsible for programming analog and digital lines, trunk and trunk routes and basic alternate route selections (BARS/NARS).
• Installed hardware components associated with the PBX and Voice Mail systems.