Summary of qualifications

• More than 22 years managing Information Technology including Windows Servers, PBX systems, Frame Relay network, and point-to-point circuits.
• Develop sustained relationships with internal management and employees and external vendors based on knowledge and trust.

Technical Skills

Hardware: IBM PC/Compatible, DEC ALPHA 4100, Avaya 8710 PBX

Software: MS-Office 2007, MS-Exchange, MS-SQL, Seagate INFO, CONNX, MONARCH, , Clarify, Cisco Internet Script Editor, and Microsoft Dynamics CRM, Avaya Communication Manager, Avaya CMS reporting

Operating Systems: MS-Windows NT, MS-Windows Server, MS-Windows XP, MS-Vista, VMS, UNIX, and LINUX

PROFESSIONAL EXPERIENCE

Confidential

OPERATIONS MANAGER

• Manage office build out of two suites. Manage all day to day office functions and budget of this small 10 person startup company.
• Setup and manage a hosted VoIP phone system with Call Center ability and remote sites on same system for 4-digit dial.
• Develop and oversee implementation and administration of company policies, systems, and procedures.
• Manage marketing campaigns via email, USPS, outbound calling, and webinars.
• Maintain product inventory, manage product setup, and schedule installations.
• Support Microsoft Dynamics CRM users.
• Evaluate employee performance and motivate to achieve peak productivity.
• Daily backup of company server and manage all disaster recovery/business continuity for the company.

Confidential

SENIOR TECHNICAL SUPPORT SPECIALIST

• Setup and maintenance of agent skills, hunt groups.
• Avaya Communication Manager VDN and Vector programming for multiple call centers including time of day, day of week, table lookup, and emergency routing if call center evacuated.
• Responsible for call routing on 400 toll free numbers. Some numbers are routed off premise to one or more outsourced call centers.
• Use Sprint Dynamic Network Routing to route calls within the Sprint network for day-to-day operation and Disaster routing.
• Backup CMS report management.
• Maintain detailed documentation on architectural, process flow, numbering plans, and circuits.
• Managed the upgrade from an Avaya G3r PBX to an Avaya S8720 PBX platform November 2006 .
• Design and manage the Disaster Recovery operation for the major call centers to a third party remote site. Setup and run three tests per year.
• Interface with various telecom vendors technical support groups to resolve complex problems.
• Support an Avaya S8720 with 9 cabinets critical reliability interfacing to Genesys IR version 7.2 via AES server, etalk Qfinity 3.0 and logger, multiple outsourced IVR and multiple outsourced call centers.
• Support design and implementation of multiple call centers of various sizes from 3 agents to 400 agents with a total of 700 agent's in house, remote offices, and Work at Home agents.

Confidential

OPERATIONS MANAGER

• Project Manager for each school district/company's Information Technology we brought into our Data Center.
• Research new technology to improve the operation and efficiency of the Network Operations Center and the company as a whole.
• Responsible for building the Network Operations Center team for outsourcing school districts/company computer systems. This new team solved many previously unresolved issues.
• Built an internal Help Desk for second tier support designed for growth.
• Managed the cutover of a 7-node school district network with bonded T1s.
• Managed the rewiring and network redesign for a multi-building campus school.

Confidential

MANAGER, INFORMATION TECHNOLOGY

• Project Manager for selection of hardware and software to upgrade the computer system and work processes.
• Set up hardware DEC Alpha 2100 with VMS 6.2 and application software DAI/Symix/Frontstep .
• Initial training and support of all users both local and remote offices .
• On-going training and support of all systems.
• Successfully completed Y2K testing of VMS, the application software, and all third party software running on VMS and Windows NT.
• Set up and support of 75 Dell personal computers.
• Negotiated price for their Alpha 4100 computer from a Bankrupt company to upgrade our system.
• Set up and support 12 branch locations on the system using TCP/IP over Frame Relay.
• Set up and support MS-Windows NT servers to enable data transfer between the Alpha system and PC's.
• Set up and support MS-EXCHANGE Server for Internet e-mail.
• Set up and support MS-SQL Server for Data Warehouse.
• Researched, installed and support Inter-Tel phone system for 50 users and ACD for 10 agents.
• Responsible for operation of all computer and phone systems, voice and data contracts.
• Community Involvement
• Model A Restorers Club Youth Group Harbor Area, California Founding Member 1971
• Den Leader Cub Scouts of America , 1999
• Assistant Scout Master Boy Scouts of America , 2000 2004
• Assistant Coach Continental Little League Baseball, 2001
• Board member Keowee Harbours Community Service Association Architectural Control Committee , 2007 2008
• President Keowee Harbours Community Service Association, 2008 2010
• Firewise committee chair for Keowee Harbors Community Service Association, 2007 - 2009