PROFESSIONAL EXPERIENCE

Senior CTI Telecom Analyst

Confidential

Responsibilities:

• Responsibilities include consultation, mission critical support, design engineering and implementation of Global Computer Telephony solutions for Unisys Global call centers. Utilizing Avaya Call Communications Manager, Experience Portal, OneX web agent client and CTI/IVR/ITSM (Remedy/Service Now) technologies. Attended Avaya Call Center Elite Implementation and configuration class (Avaya 5C00091) working towards Communications Manager certification. CompTIA 401 ce Security Plus certified.

Call Routing Engineer

Confidential

Responsibilities:

• Responsibilities include consultation, design engineering and implementation of advanced TDM call routing services for Confidential global call centers. Utilizing Avaya Call center technologies - VDN\Vectoring and Skill sets and Confidential &T Route-It, Confidential &T Business Direct and Confidential ’s Enterprize Center Network Tools to provide next generation enterprise national/international call routing solutions for large and midsize advanced call center solutions. Working with large scale multi-site
• Network and premise based serving side call management systems such as Genesys and Cisco ICM as well as PBX ) TDM and viop trunking. Providing consultation design and support for inbound carrier ( Confidential &T Route It/ Confidential Nework Manager) as well as premise base (Avaya PBX) VDN/Vector solutions.

Cisco ICM/CVP Programmer and Maintenance support

Confidential

Responsibilities:

• Responsible for design programming and deployment and support of multiple large scale Cisco ICM/CVP PSTN/VoIP CAD Desk top CTI call center applications. Also provide support for Micosoft 2003,XP and Tomcat platforms. Working with ICM scripting and CVP (8.0) Eclipse (VXML) application coding to create and maintain self service applications in a Cisco UCCE environment. Clients include Confidential toll collection authority Washington Municipal Airport Authority and Washington Metro area EZ Pass self-service IVR and Cisco call centers. Provided consultation, design and support for Cisco ICM / Avaya VDN/Vectoring integration. Worked with mostly SIP configured call routing and trunking.

Senior Telecommunications Engineer

Confidential

Responsibilities:

• Responsibilities include consultation analyses of large scale voice and data SIP/H.323/CAS protocols. Inbound/out call traffic from the Toll Free Network to Confidential ’s SONUS GSX 9000. Responsibilities included daily analysis of Sonus fault management, GSX/PSX Navigator and Netscore reporting elements.
• Analysis includes monitoring, maintaining and providing engineering consultative assistance when dealing with Confidential ’s SONUS IP SIP traffic cloud and the IRS CAS CISCO 5400 gateways. DS3/T1/TDM Router support and troubleshooting. Attended Sonus 9000 platform training in Bedford Mass., Cisco ICM bootcamp, IPCCE, Cisco CVP 7 scripting, configuration, deployment and troubleshooting.

Telecom Infrastructure Project Manager

Confidential, Springfield Virginia

Responsibilities:

• Responsibilities include consultation analyses design and cost estimation of large scale voice and data connectivity infrastructure projects for a large entity of the US governments Department Homeland Security. Duties involve the coordination of vender resources to establish engineering copper, single and multi-mode fiber optic security monitoring and call center location configurations. Provided weekly project status reports in MS Project and Visio formats.
• Led multiple installation teams (15 to 20 installation crews Confidential a given time) in providing final design, work schedules and start/completion dates regarding the upgrade and replacement of cat5/6 multi and single mode fiber optic plant installation throughout the continental US. 1.8 years (see letter of commendation) Considered application layer ACD system design adviser for Avalon Technologies software development team. Using Information Technology and network skills took part in Avalon’s first Voip phone system application. Led various team elements to complete multiple large scale projects. Provided VLAN, screen pop and workstation integration support. Supported Avalon’s locally developed Voip product as follows:
• Assisted with the H.323, H225,H.245 and associated codec’s - G.711 and G.726 etcand planned (as the solution was still mostly dependent on PSTN/ media gateway publictrunking dependencies) migration to SIP was required.
• Provided team consultation regarding convergence of the company’s PSTN trunks to the MGCP Gateway.
• Provided IP set creation support based on the SIP feature set.
• Provided automated attendant design configuration.
• Provided QoS/CoS support using the following elements: 801.p1, DiffServ (Qos service

Senior Principle Engineer

Confidential, Reston Virginia

Responsibilities:

• Senior systems Engineer Unix/Linux server platform support of Federal Emergency Management Agency’s Automated Inventory system and Grants and payment systems. (VM Ware) Duties include IVR consultation system monitoring, user services, creating Unix/Linux scripting and maintenance support. Reviewed and provided as needed system status reports. Considered lead Support Principle Engineer (for Artel/FEMA). Provided Web application operational code enhancements to the Java based FEMA web based Logistics Inventory Management System (LIMS) for the FEMA Java software development team. (6 total team members) .
• Platforms supported include Redhat Linux Intel platforms, C shell scripting and HP UX 4000/9000 systems. Considered project software manager. Cisco VLAN support and PIX firewall administration, Team lead on several large application maintenance support projects. These teams consisted of an SQL direct report engineer, vender application support ( Confidential ) and FEMA Oracle team DBA support elements. Scheduled monthly Linux and Oracle service backup procedures. Created a unix script (using HP UNIX) to automate daily financial data transactions across FEMA’s WAN to Customs and Border Patrol. Monitored IP connectivity between all systems.

Callcenter Design Consultant

Confidential, Bohemia New York

Responsibilities:

• Consultation, design and development of Nortel contact center toolkit 5.0/6.0 multimedia call center enterprise solutions. Worked closely with shareholders in scoping out methods to determine goals to be achieved by implementing IVR/CTI business total solutions. Primary tasks involve project implementation of the integration of contact call center components with Nortel and other vender solutions. Worked with Nortel MPS 500/1000 and VPSis in both application and system trouble isolation. Components include Nortel Meridian M1 pbx, CS1000 (Nortel’s equivalent to Cisco’s Call Manager Product), MPS500/1000 IVR, Symposium OSCAR vocabulary and Peripro application implementation. MS2003 support. Design Specification creation. Familiar with VXML. Using VB.net created Nortel CCT CTI screen pop clients. Avaya VDN/Vector SME for Nortel.

IVR Integration Network Engineer

Confidential, Herndon Virginia

Responsibilities:

• Responsibilities included working with end user and engineering teams to determine the feasibility of automating public access to FEMA resources. This was achieved by means of reviewing pre ACD call center automation techniques and providing the client with current call center performance. Providing performance enhancements solutions using IVR/ Genesys/Cisco ICM proposed solutions. Led the IVR portion of the FEMA Advanced Call Center project which entailed working with Cisco engineering, FEMA Enterprise Technical and FEMA client service ACD management teams. (14 total team members).
• Created press or say bilingual Peripro applications for FEMA which terminated on 4 systems totaling 384 ISDN lines. Also responsible for providing team application design specifications, test plans and training documentation for National Network Operations center support personnel Confidential Mount Weather. Trouble isolation of ICM data segments and remote Oracle server and SQL stored procedures. As inter call center call handling was the main goal of the solution, this project was consider a large scale project. Implemented C shell scripts running in start and recovery mode to assure ISDN IVR port/T1 channels were properly set in the ready state to answer calls. Prepared MPS1000 for FEMA system turn over. Worked with Avaya center stage call center pbx, designing, programming and supporting call vectors, CTI information delivery to the agents call set, administered Centre Vue monitoring and reports. Managed FEMA’s interactive voice response system for FEMA. Responsibilities included consultation. design, development, trunk installation (ISDN PRI TI’s and CRM data intercommunications - TCPIP sockets).

Senior Project Leader

Confidential, Bohemia New York

Responsibilities:

• Design and development of IVR applications and system consoles and design specification documentation. Responsibilities included working closely with the shareholders and engineering teams to determine project planning and management methods, software development/programming. Main objective with each client was to attain shareholder requirements, provide findings and propose solutions to improve the Clients business effectiveness. Consulted and designed speech recognition (Nuance/OSCAR) grammars for Confidential Tampa Large system migration. The site required speech support of both English and Spanish grammars along with mission critical new application rollout procedures. Implemented large multi system upgraded application rollouts for Confidential Tampa (4 systems) and New York life (2 systems). Provided team lead direction with client staff on configuration of the Lucent/Avaya converse step for proper IVR call handling.
• This allowed for the resumption of call vector processing once a caller exited the IVR system for additional assistance. Assisted client design VDN’s and associated vectoring to assist with the over IVR and adjunct implementation. As Nortel’s tech support group task dealt only with operating level issues, problems presumed occurring on the application level were turned back to Professional services (my group) Many troubles I handled validated the existing application and highlighted defects in the Solaris operating system. Worked with key systems and small, medium and large scale PBX’s. Whether the trouble was a missing patch on the Nortel box(s) or a component failure on the client’s side I assumed the responsibility in isolating and correcting the problem or provide notification to responsible resources.

Telecommunications Specialist

Confidential, Jacksonville Florida

Responsibilities:

• Duties also included Call center system installation, performance monitoring, configuration review and trouble isolation. Additional responsibilities included coordination of vender resources to support voice system installations, adds, moves, changes and system maintenance. Developed tier 1 and 2 corporate support standard operating procedures documentation for Information Technology staff. Considered technical team lead on G1/3 series PBX's and Conversant IVR systems. Project manager for Confidential Call Centers. Responsibilities included leading call center development teams in creating best in class ACD call center solutions
• Worked as Technical team lead in designing several Lucent/Avaya VDN/call vectoring lists to achieve a robust call center environment for Confidential of Florida. Member of these teams included call center business shareholders and various vender groups assigned to provide infrastructure and hardware. Installed the first automated call attendant Confidential Confidential using the Lucent Avaya VDN Call vectoring capability. Installation team lead for the installation of Orlando and Tampa Lucent/Avaya call center ACD PBX’s and key systems.
• Using ARS and call vectoring established interswitch dial plan (TIE Lines, T1’s and ISDN circuits) connectivity with the Jacksonville home office Lucent/Avaya pbx. Provided status reports to clients and upper mgmt. Team lead on several large scale projects. Consulted, designed and implemented automation of Confidential helpdesk functions similar to the Tampa Confidential status application. Created Call data fields within the applications using C shell to capture daily call detail records.