TECHNICAL SKILLS:

SKILLS: Project Management, Telecommunications Management, Facilities Management Cisco CUCM 5,6& 7.X, Cisco Unity, Cisco CRS, Cisco UCCX, Cisco RTMT Nortel Meridian 1 Option 11 - 81c, CS 1000E, Call Pilot, Meridian Mail, Meridian Max/ Mte Meridian CCR, MAT, Symposium, Cisc0 5.0 & 6.0, Cisco Unity Norstar Key System, OrderPro, Pronet, NICE Recording Software, and MCI Interact Call Mgmt Software, Lucent /Avaya: G3 & and 8700, CentreVu CMS, Syntillect IVR, Octel Voice Mail Avaya Call Vectoring. Switch view Call Accounting software, Davox CTI, PBX/ACD Administration, Management, & Programming, Win Office XP, Remedy Helpdesk Software, Aspect Call Routing, Telegenix Reader board Software, and VPN's

WORK EXPERIENCE:

Voice Engineer

Confidential, Dallas, TX

Responsibilities:

• Assigned to perform support for 7-11 Inc and to manage, maintain, and update the Confidential as needed to meet daily workloads and keep up with industry standards. Duties include but not limited to:
• Monitoring and Troubleshooting LAN/WAN issues that affect the VoIP Infrastructure that included 1 Publisher
• 3 subscriber cluster that is split over a WAN, field offices in Virginia, and Canada using SRST and local TFTP servers, and mobile subscribers for field operatives.
• Managing VoIP Infrastructure including moves, adds, changes, deletions, user management and mobility capabilities.
• Integrated Microsoft OCS with Cisco Unified Communications Manager to allow calling from OCS clients on or off net for field operatives to eliminate need for stationary handsets and also integrated RIM MVS for single number reach to all three devices. (Basically, dial one number and get MS OCS client, Cisco desk phone, and
• Blackberry to all ring simultaneously)
• Build call scripting from scratch and maintain and troubleshoot current call scripts for Unified Call Center Express
• Successfully implemented Cisco IP Communicator soft-phones for field operatives to eliminate the use of stationary phones and lower the amount of licenses used on the CUCM from 3 to 1 for each telecommuting employee reducing the need to purchase more licenses and creating a surplus.
• Successfully planned and implemented disaster recovery of VoIP systems and gateways via SFTP off-site backups scheduled weekly and upon updates for gateways.
• Successfully upgrading Cisco Unified Communication Manager from versions 6.x to 7.x and maintaining updates including the upgrading of phone firmware for 79XX series IP phones using SCCP Protocol across the WAN.
• Successfully upgrading Cisco Unified Contact Center Express to version 7.x to maintain compatibility as required by the Cisco Compatibility Matrix including upgrading Desktop Administrator, Agent, and Supervisor

Telecommunications Analyst

Confidential

Responsibilities:

• Field offices that currently has Avaya VOIP environment, consisting of S8300, 8500 and 8700 CMS software based system and G450 Gateways. Programmed Avaya IA770 and Audix based
• Voice mail system for deployment and daily MACs

Telecommunications Analyst

Confidential, Bedford, TX

Responsibilities:

• & S8700 PBX equipment, systems and associated services.
• Provide ad-hoc remote support for other regional PBX/ACD operations centers.
• Manage vendors and other support rganizations to provide high quality service to Citi Group customers.
• Respond to and resolve trouble tickets for voice communications problems.
• Coordinate and implement end-user move and change (MAC) activity.
• Coordinate and implement project activities.
• Provide continuity of business and crisis management support on demand.
• Monitor PBX / voice network environmental conditions (capacity, security, etc)

TELECOMUNICATION CONSULTANT

Confidential, Dallas, TX

Responsibilities:

• Provided consulting of the installation and configuration of Symposium and Call Pilot into mobile units
• Interacted with Sr.Management in the design and implementation of new lab topoligies for instructor led courses.
• Downloaded new firmware into approxiamately 300 new 3900 series Nortel Sets
• Configured and documented new Music and RAN routes for student guide of how to program

Program Manager

Confidential

Responsibilities:

• Providing customer service and solutions with various types of voice equipment. ( Nortel Option 11 thru Option
• 81 and
• Respond to Federal and Government RFP's & ROI
• Project Manage all sub-contractors on technical and installation
• Perform site survey for potential new client sites
• Project telecommunication vendors, ILEC, CLEC, and LEC's
• Provide Pre and Post Sales Engineering on new client installation and or Upgrades
• Performed new technician on various software and or hardware

Help Desk

Confidential, Colleyville, TX

Responsibilities:

• Support a call center of 200+ users within a Windows 2000/NT environment
• Administrate Active Directory on daily basis to consist of creating and deletion of accounts
• Daily administrator of Exchange and Interjet E-mail Servers
• Manage firewall software and alert notification for system wide failures
• Installation of new software and hardware for all end user pc
• Create specific user rights for departmental drives and applications
• Migrated 200+ users /server from a WIN NT platform to WIN 2000
• Perform daily tape back-ups utilizing ARC Server

TELECOMUNICATION CONSULTANT

Confidential, Dallas, TX

Responsibilities:

• Managed corporate telecommunications needs for 100+person environment, Maintained and programmed
• Nortel Option 11-81, Octel voicemail, CCR, and CTI applications
• Increased call-handling levels while decreasing staffing costs through various Call Center automation projects.
• Custom Report development for Call Center scheduling and forecasting, Sales analysis, and financial projections.
• Implemented ASPECT (TCS) Workforce Management resource scheduling software. Assisted end-users with voice & data application problems
• Assisted in installation configuration, and implementing numerous projects
• Implemented Auto Attendant applications in multiple locations, freeing up administrative personnel from receptionist/operator positions.
• Project Manager for Call Center CTI screen pop/scripting application. Developed, designed, and implemented automated Tech Support, Order Tracking, and RMA applications
• On Syntillect IVR, resulting in a 25% decrease in calls to CSRs.
• Performed cost/benefit analysis for IVR purchase and implementation. Designed and developed help-desk reporting application to track user requests

TELECOMMUNICATIONS SPECIALIST

Confidential, Dallas, TX

Responsibilities:

• Management, administration, and programming of all Call
• Center Systems for dynamic wireless paging service provider, in a Nortel-based call processing environment.
• Negotiated contract with MCI, reducing cost by 65% on inbound/outbound services.
• Upgraded switching and ACD systems to accommodate ten-fold growth. Developed custom reports to enhance client and internal reporting.
• Implemented real-time reporting for management and supervisory staff.
• Configured skills-based routing into ACD environment, increasing call completion rate.
• Project managed all moves, adds, changes consisting of 1000+ agents
• Implemented ISDN PRI spans for greater functionality and data collection.
• Interact with Local Exchange Carrier (LEC), Competitive
• Local Exchange Carrier (CLEC), and Long Distance Carriers (LDDS)
• Implemented Nortel CCR Advanced Features routing to accommodate client needs and facilitate transfers.
• Project Manager for new client implementations.
• Developed custom reports to enhance client and internal reporting.
• Implemented real-time reporting for management and supervisory staff.
• Configured skills-based routing into ACD environment, increasing call completion rate.

VOICE & DATA SUPPORT TECHNICIAN/HELP DESK

Confidential, Irving, TX

Responsibilities:

• Daily maintenance of Davox CTI solutions for Call Center Customers
• Provide day-to-day support with moves, adds, and changes for an environment of 300+ users on the Definity
• G3 PBX.
• Programmed incoming DNIS's into Definity's Call Vector to translate to skilled groups
• Deployment and installation of new computer software(conversion of win95 to win/NT)
• Troubleshoot system failures and outages involving all Telco and data hardware/software
• Procure supplies for all wiring of telephony and data installations
• Liaison with voice and data vendors to re-align maintenance contracts and system issues
• Created scripts via dial-up within the GEO-TEL software for increased networking capabilities consisting of 5 remote sites.