SUMMARY:

Looking for a challenging position that will allow me to utilize my telecommunication knowledge and experience. I have 15+ years’ experience with Confidential products. My strengths include analysis and design.

EXPERIENCE:

Confidential

Contact Center Engineer

Responsibilities:

• Providing support for Confidential Call Center. Performing voice communication updates when needed, Supporting Site Confidential .
• Identified and resolved voice issues and problems, utilizing structured troubleshooting procedures, tools, and techniques, agent user account creation in Confidential and Confidential .
• Working with programs such as Remedy, Confidential, Contact Center

Confidential

I.T. Engineer

Responsibilities:

• Identifying and resolving voice issues and problems, Trained Level 1 and 2 techs as needed. Supporting RedSky E911 service for Corporation. Setup and Maintain E911 services, testing. Utilizing structured troubleshooting procedures, tools, and techniques, agent user account creation.
• Maintaining Call Center support for Confidential agents, Attended Company and Vendor meetings for ongoing support.
• Supporting CT Desktop application for Call Center and HBA.
• Providing Server support and repairs when needed for Confidential and DL360 Servers.
• Work with local Confidential ’s and Vendors when needed on issues.
• Supporting MAC’s on 800 agents, Daily support for companywide departments. Confidential S8800 SIP and Digital support.
• CM 6.0, Engineering support for corporate support move to new location, ongoing Call Center support of daily changes.
• IVR Developing call flows for Call Center customers’ accounts. Setup IVR, Confidential skills, Routing, programming VDN’s.

Confidential

Lead Architect Engineer

Responsibilities:

• Provided support for Confidential.
• I Performed voice communication services remotely. Supported Site Confidential .
• Identified and resolved voice issues and problems, utilizing structured troubleshooting procedures, tools, and techniques, agent user account creation, Java.
• Attended daily meetings, work with local Confidential ’s, ordering of new Circuits, supported moves on 200 - 400 stations at one time, troubleshot Aspect dialers, Confidential S8800 switch, CM 6.3, DL360 servers, IVR.

Confidential

SR. Design Engineer

Responsibilities:

• Provided full lifecycle support for Confidential voice communication service.
• Support for 450 remote sites.
• Managed voice infrastructures in accordance with Confidential regulations.
• Design, provisioned and licensing for voice network products and equipment such as Confidential VOIP, Meeting Exchange, Modular Messaging, Session Manager. Confidential R17, Enterprise Survivable Server, Call Manager, SIP, Confidential Experience Portal, Intelligent Call Router, and G4x0 Gateways.
• Identified and resolved complex voice and contact center problems (Tier 3 Support). Utilizing structured troubleshooting procedures, tools, and techniques. Maintenance tasks/ shut down procedures, startup, user account creation, best practice in terms of daily monitoring/ checks, swapping core in a duplex scenario, and updates H323 end point (Phones) setup and trouble shooting.
• Confidential Confidential Maintenance, Reporting, Administration with Call Center Elite. VDN and Vectoring, IVR, Call Flow Design, Implementation and Maintenance. IP Telephony Deployment, Maintenance, and Trouble Shooting. Support and experience in S88XX and DL360 Servers, SIP, Visio, Java.

Confidential

Implementation Engineer

Responsibilities:

• Provided support for sites throughout the United States and over Seas. Subject Matter Expert for Confidential Confidential Custom Reports, Call Reporting, Call Routing, Confidential Confidential, IQ, Experience Portal, CM 6.3, AES 6.3, System Manager 6.2, and Consolidated Reporting for contact center solution.
• Technical Strengths with such makes as Confidential S8100, 8700, 8710, 8720, G430, G450, VOIP, Confidential, IP Soft Phone, Handled customer support through VPN networking to Design, Troubleshoot all Confidential Equipment, Served as Tier 3 support on call 7/24.
• Broad knowledge of Confidential, UNIX, Modular Messaging, Vectoring, VDN, IVR. ACD. Design, build and maintain Confidential Realtime Reports, Confidential Supervisor, Communication Manager and Programming of vectors/VDNs, Call Center Support.
• Served as point of contact on all adds, moves and changes of Confidential Equipment, CM, Confidential, agents and skills, Call Routing, Voice mail changes/ pass word resets, Software and Firmware up grades and up date.
• Experience with Network Protocols (DHCP, DNS, LDAP, VLANs, MPLS, SIP, FTP, SSH, HTTPs), Maintain and document system access, backups, software version’s and license.
• Work with Confidential in the United States and Over Seas, Checking daily of alarms and notifications, Manage and create login ID’s, Design, Configuration, Testing, troubleshooting EC500, Designed VDNs and Vectors for consolidated design to reduce impact to ACD Capacity Groups to insure Call Flows were not impacted.

Confidential

Engineer

Responsibilities:

• Design, Trouble Shoot Confidential 87xx, G250, G350, G700, VOIP, Voicemail UNIX, Modular Messaging, Genesys, IVR, Responsible for new Confidential equipment upgrades, Software, Firmware.
• Extensive utilization of Confidential Site Administration, Putty, WINSCP, VISIO, Red Line drawings to insure proper changes were made.
• Design Confidential to insure Maintenance, Reporting, Administration, VDN’s, Skills, and Agents were working at full capacity so call flows were not impacted. Build, maintain and test Realtime reports and Agent Skills were working as design.
• VDN and Vectoring, Call Flow Design, Implementation and Maintenance. IP Telephony Deployment, Maintenance, and Trouble Shooting. Support and experience with DL360 Servers.
• Design work included Hunt Groups, complex Vectors/VDN’s, Dial Plans, and Station configuration using ( Confidential Site Administration. Insured VDN’s/ Vectors were consolidated to reduce impact on ACD Groups.
• Insured Backups were perform, Software, Firmware was updated as needed, Provided Technical and System support when needed.

Confidential

Design Engineer

Responsibilities:

• Provided Call Center designs for large accounts, Branch Automation, Prepared specifications for Confidential equipment to be used.
• Design work on Confidential S87xx, G350, G700, VOIP, Voice Mail UNIX, Modular Messaging, IVR, Confidential, Gensys, Hunt Groups/Skills, vector/VDNs, and Agent and Station configurations using Confidential, Dial Plans, Call RoutingBroad knowledge of, and experience in Confidential Application Enablement Services servers, Confidential IP Agent, Linux, UNIX, CM.
• Work with Confidential ’s to insure needed PRI’s were ordered and ready for new Installation of New and Existing sites. Perform IGAR configuration and testing, Design, configuration, testing EC500, IP Soft phoneDesign and Tested Agent reports were correct and working per design skills, Hands on Vendor coordination and design of new implementations.
• Design, setup Split/Skills, Agents, Login ID’s, Call Routing, Hunt Groups, and Pickup Groups, created spreadsheet programming for each job site.