SUMMARY:

• Proven performer for delivering product ahead of schedule and under budget on multi - platform migrations and implementations.
• Major insurance companies, computer manufactures, financial institutions, healthcare services and network services were amongst my clients and contractors.
• A vital contributor in the field of IT specializing in the Contact Center Environments, up to 85,000 users.
• I have a highly successful track record as one of the nation’s top VoIP Network Administrator/Analyst.
• I pride myself in being both on the cutting edge of the next big Telephony breakthrough and the practical experience of excelling in every position from Project Manager to Senior Business Analyst and Network Systems Administrator.
• Over 15 years of migration and implementation excellence with a Technical Support background.
• Featuring CTI with Avaya Legacy/IP Office, Cisco CUCM Suites among many others.
• Sole team leader for critical deployments at every stage, from the beginning of the SDLC to final Closing Approval Package. Exceptional collaboration performance with vendors, carriers, TMO, developers, SME, PM, business units, stakeholders and corporate legal departments.
• Research and recommend system equipment and process enhancements for the greatest ROI every time.
• Assist in disaster recovery and business continuity planning and testing.
• Develop, execute and document test plans and detailed test cases for enhancements.
• Develop end user training documentation and / or user guides for enhancements.
• Perform training on enhancements.
• Develop and manage Business Requirements Documents (BRD)
• Elicitation Techniques: Discovery Sessions, Brainstorming, Q & A session capacity of 350+
• Member of the Change Management and Emergency Changement Team

TECHNICAL HARDWARE AND SOFTWARE SUMMARY:

Project Management: Managing project scope rollout for new software and hardware implementations SDLC.

SBA/NISBA: Requirements, specifications, gathering and documentation. Solid understanding of process improvement, planning, design, testing, research and development. Scripting and redesigning for current and future state, Call Flows/Business Process Flows

Traceability Matrix: Caliber, Excel and Jira Software for Traceability, Requirements and Test cases matrix HP Application Lifecycle Management Traceability Matrix

Project Management Software: Microsoft Project, CA Clarity PPM, Primavera, Project Professional 2013

Business Intelligence and Analytics: Tableau, Cognos BI Software, IBM Bus Advanced Data Integration

Hardware/Software: Large Scale IPT, Cisco Unified Communications (CUCM), Cisco Unified Communications WorkForce Optimization (CUWFO), IEX TotalView Workforce Management, Avaya Blue/Red, Nortel Options 11, 61, 81c, Legacy, Microsoft Lync, ASPECT, Siemens/Rolm, T1, T3, PRI, CTI, IVR Call Manager Administrator Interface, Avaya IVR Server, NEC SV8100/SV8300 CCIsoIP Peer to Peer, SIP, QoS & MPLS, CS1000, Data Warehousing, Genesys, Call Blending and Predictive Dialer

MAC: - New hires, attrition, change of responsibility in the network or hardware needed by the organization or the individual. Technical Support, Call Routing Requests, Recording Announcements

Data Assurance: Backups, recovery and disaster planning

Data Governance: OneSoft Connect

Service Management: ITIL, ITSM, Reflections, POS

Emails, Communications, Migration Solutions and Meeting software: Cisco WebEx, WebEx Productivity Tools, Cisco Jabber, Office 365, Skype, Lotus Notes, OCS, Lync 2010, 2013, 2015, Skye for Business

Microsoft: SharePoint, Word, Visio, PowerPoint, Access, Excel, Project, Explorer, Outlook, Publisher, Windows Server 2013, Lync 2010, 2013, 2015, OCS, SQL, Office 365, 2016, Adobe Illustrator

TechSmith: Snag-It, Snipping

Time Tracking: Primavera Project Management, ClickTime Time Management

Windows: XP, NT, 7, 8, 10, Vista Snipping

Methodologies: Enterprise Architecture, (SDLC) Software Development Life Cycle, Informat ionMapping, Gap Analysis, Use Cases Current/Future State, Agile, Waterfall, Scrum, Cognos (SRS)

Software Requirements Specification:

Modular/Voice Messaging: Audix, Aria, Unity, Cisco Call Pilot 100 & 150, Meridian Mail

Recording Methodologies: Nice, Verint Call Recording Systems

Reporting Methodologies: Symposium, Exony, Cognos, Avaya Aura Call Center Elite

Configuration and Installation: Installing, maintenance, troubleshooting, Punch downs/cross connects, Router/Servers H323

Ticketing Tools: HPSM, BCM Remedy, Track IT

PROFESSIONAL EXPERIENCE:

Project Manager/Business Analyst/Telecom Analyst

Confidential, Aurora, CO

Responsibilities:

• Manage all aspects of the new project to roll out Lync 2015 in place of OCS for 300 + end users
• Include review of voice services at each site, managing the migration of voice services to the enterprise phone system (Lync2015).
• Coordinating vendor activities for implementation and migration of voices services. Coordinating carrier activities for cancellation and migration of services to the enterprise SIP vendor.
• Acknowledge delivery of goods and services to the appropriate quantity and quality ordered/expected by business. Billing operations for network MRCs which include circuit/BTN validation, dispute identification through resolution, and contracted rate/service validation.
• Work with our voice services auditor to cancel services that are no longer needed.
• Work with the center directors, center managers and clinic managers to determine phone requirements and implementation of those requirements.
• Requirements gathering research and recommendation on call center equipment which gave the company a significant ROI on their purchase of a product for the business unit.
• Along with a team of vendors and carriers, this position will be involved in the deployment of Lync 2015 Enterprise Voice solution to 14 locations and two data centers.
• Handle the network inventory, documentation, change orders for network moving from one carrier to another, end user device selection, site deployments and assessment of business requirements.
• Initial network inventory, oversee and coordinate a contract vendor performing a network audit.
• Port local phone numbers from existing carriers to our new SIP carrier.
• Resporg toll free from existing carriers to the new SIP carrier.

Tools: SharePoint, OCS, Polycom phones, Nortel Phone, Jabra, Lync 2015, ClickTime Time Management

Consultant

Confidential

Responsibilities:

• Knowledge and experience with the SIP protocol and can troubleshoot call-flow issues using SIP logs
• Experience troubleshooting fax issues that utilize SIP between the Call Manager and VG224.
• Call Manager SIP trunkCisco VG224 (configured to use SIP) Analog fax machine
• H.225 and Intercluster Trunks Settings
• Experience configuring and troubleshooting media resources, voice gateways, Cisco “VG” gateways
• Experience troubleshooting VoIP Phones
• AWARENESS of Oracle (Acme Packet) Session Border Controllers
• Design, implementation, troubleshooting with Cisco Unified Communications Manager (CUCM)
• CTI Setup
• CU IP Phone Setup
• IVR/VRU Call Routing
• Create IVR Scripting in Editor (CXX Administration)
• Unity Connection (CUC) Systems Administration, IM and Presence
• Cisco Unified Workforce Management Optimization
• Cisco Unified Reporting
• With the understanding of the inter-dependencies between the below and build environments using:
• Calling Search Spaces
• Partitions
• Media Resource Groups
• Device Pools
• Route Patterns
• Route Lists
• Route Groups
• Translation Patters

Tools: CUCM, CXX Admin, CTI, Unity, Jabber, WebEx, Visio, Office 365, VPN, Microsoft Office

Confidential, Denver, CO

Avaya Engineer

Responsibilities:

• Accessing Avaya IP Office Switch Extracting Call Routing, Dial Plan, Incoming/Outgoing Trunks, etc. in preparation for the migration
• Determine where PRI's are coming in on the Avaya Server
• Extracting configuration data information from IVR Server's
• Augmenting the Avaya VoIP infrastructure to accommodate a new Cisco Suite
• Access the current state of the Avaya Servers including the physical placement and configuration as well as the server redundancies that exist.
• Physical layouts and configuration of network components that are connected to the existing Avaya system.

Tools: Cisco Jabber, WebEx, WebEx Productivity Tools VPN

Confidential, Larkspur, CO

Telephony Consultant

Responsibilities:

• System Programming, Administration and Monitoring of IVR Server's
• Managed multiple agent skills, agent adherence, scheduling, forecasting and planning capacity
• Call Routing on various platforms
• PBX/VoIP Technical Support, MAC work as needed
• Call Routing

Confidential, Englewood, CO

Avaya Business Systems Analyst

Responsibilities:

• Handling documentation for the Know IT database for the entire IT Telecom Department
• Working Routing Requests from Business Units updating changes to the Call Routing Vectors, VDNs and Announcements database in Avaya Switch
• Call Routing in Avaya VoIP
• System Administration of Avaya IVR Server
• Working Trouble tickets within BCM Remedy Ticketing Software
• Switch Consolidation Clean-up for the upcoming Time Warner/ Confidential merger
• Scheduling and Presenting meetings within and for Telecom Department for information pertaining to current switch cleanup and documentation
• Avaya VoIP Technical Support for MAC work as needed
• Working with SQL Server for query reporting in each Avaya Switch in all Regions

Tools: Modular Messaging System, AVST, Remedy Ticketing System, SQL, Share Point

Confidential, Nashville, TN

Systems Business Analyst Consultant

Responsibilities:

• Consulting and assist IT in the migration of IPT clients looking to upgrade their current platform using Gap Analysis and Use Cases to determine Current/Future State of platforms
• Install (CTI) Computer Telephony Integration for desk phone, CuciLync, video conferencing, mobile phones
• System Programming, Administration and Monitoring of IVR Server's with DIP
• Managed multiple agent skills, agent adherence, scheduling, forecasting and planning capacity
• Call Routing on various platforms
• PBX/VoIP Technical Support, MAC work as needed
• Working with Microsoft SQL Server Central/Pro for data management
• Using Data Warehousing Concepts for reporting and data analysis to store current and historical data creating trends reports for senior management and data modeling processes

Hardware/Tools Used: Excel, Visio, SharePoint, DB2 for QMF for WebSphere v8, Lotus Notes, HPSM, Cognos, ITIL Service Now, Snipping, Windows Server 2008, SQL, Data Warehousing, VoIP, IVR Servers Cisco Unified Communications WorkForce Management, Modular Messaging Systems, AVST, Call Pilot, Avaya Aura, Cisco Unity

Confidential, Bloomington, IL

IT Network Infrastructure Systems Business Analyst

Responsibilities:

• Unified Communication Migration Deployment
• Network IP Telephony Infrastructure Build/Maintenance
• G3csi, G650, 8300, and 8500q11
• Provide a structured and standardized process for all phases of any system development effort. System planning and concept development to acquisition and requirements definition, design, integration and testing, deployment and acceptance though deployment and production and finally to system retirement
• Outline current communication status, and gather appropriate information via site survey to implement needs, such as CTI in for the Business Units
• Manage Contact Centers/Hubs and Spoke sites exporting database information from Avaya to Cisco UC
• Determine if a group needs to be moved off the Contact Centers onto a Hub or Spoke site
• Install and manage (CTI) Computer Telephony Integration for desk phone, CuciLync, video conferencing, mobile phones and faxes
• Utilize CRM to manage detailed daily reporting on migration and implementation
• Utilize ITIL set practices for IT Service Management in the network infrastructure in covering the lifecycle stage from the end of life for Avaya/Legacy and the deployment of the UC migration time table
• Develop and apply systems tools, processes, and business analysis, as well as assign responsibilities to perform daily activities
• Work with Microsoft SQL Server Central/Pro for data management and data modeling
• Use Data Warehousing Concepts for reporting and data analysis to store current and historical data creating trends reports for senior management and data modeling processes
• Develop Gap Analysis and Used Cases for Current and Future State
• Create and maintain crucial documentation for migration: Project Charter, (DOU)
• Documentation of Understanding, Implementation Approval Package, Requirements Approval Package, Consolidated Design Approval Package, Service Transition Strategy,
• Transition Requirements, Transition Support Plan, Validation Approval Package, Transition Support Plan, Closing Approval Package

Tools: Used: Excel, Visio, SharePoint, DB2 for QMF for WebSphere v8, Lotus Notes, HPSM, Cognos, Tyler 7 "Client Server Software System" to manage and administer Avaya Voice Switches, ITIL Service Now, Snipping, Windows Server 2008, SQL, Data Warehousing, Primavera Project Management, Cisco Unity

Confidential, Bloomington, IL

IT Systems Business Analyst

Responsibilities:

• Unified Communication Zone Deployment
• Technical and Business Call Flow design for all Business Partners to control how calls are routed within Contact Centers, Hubs and Spoke sites for Confidential nation wide
• Create (ADD) Application Design Document for each Business Group
• Create (BP) Business Process Flow Utilizing Swim lanes for Business Group
• Approve all Change Management requests for crucial configurations, testing and implementation

Tools: Used: Excel, Visio, SharePoint, DB2 for QMF for WebSphere v8, Lotus Notes, HPSM, Cognos, Tyler 7" Client Server Software System" to manage and administer Avaya VoIP Switches, Avaya IVR Server, Windows Server 8, SQL, Data Warehousing

Confidential, Nashville, TN

IT Technical Support

Responsibilities:

• Project Management, team lead with decommissioning of HP/EDS sites
• Manage HPSM ticket bucket: Assigning tickets out to the workgroups US and PR, MX,
• BR and ASIA.
• Managed multiple technician’s/agents skills, adherence, scheduling, and planning
• IPT migration from PBX to VOIP
• Integrating Cisco H.323/Unity SIP, QoS & MPLS
• Remote dial up technical support for customers across the continental US and PR
• Moves, Adds and Changes within the Nortel PBX
• Call Routing in Nortel PBX
• Systems Administration and Monitoring of IVR Server
• Systems Administration for Octel 350 Voice Mail
• Systems Administration for Aria 250 Voice Mail
• Systems Administration for Merlin Magic Integrated Systems
• Systems Administration for Meridian Mail
• Systems Administration for Call Pilot
• Create Gap Analysis and Use Cases

Tools: Used: HPSM, Microsoft Office, Emulation Terminals, Snipping, Siemens Model 30 and 80 Centre Vu Supervisor, Terminal Emulator and Legacy Voice and IVR Server, IEX TotalView, Nortel Call Pilot VM System, Meridian Mail

Confidential, San Rafael, CA

Telecommunications Business Analyst IT Consultant

Responsibilities:

• Project Team Lead/Manager for the implementation of Call Center upgrades, solutions and installations to our clients
• Adhered to WorkForce Management Guidelines as Team Lead or Manager
• Installed coax or fiber optic cabling depending on client’s needs, budget, flexibility, capacity and usage
• Analysis and design of procedures to maximize Call Center performance and profitability
• Cisco deployment to Contact Centers Clients
• System Programming and Administration of IVR Server with DIP
• Assist in the migration of IPT clients looking to upgrade their current platform using Gap Analysis and Use Cases to determine Current/Future State of platforms
• Lead consultant for Call Center operation and management
• Setup or modification of CUCM Call Center management, protocols, procedures and training of staff
• Monitor performance of clients upgrades and installation

Tools: Used: Microsoft Office, Punch downs/Cross Connects set, CRM, Avaya Aura Call Center Elite, Avaya Server with DIP, Cisco Unity