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Jimi
mcintoshj_2000@yahoo.com
404-642-4503
3551 Eagle landing Dr
Snellville, GA 30039
Lead Cslt Engineer - Network Engineer
40 years experience W2
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Summary

CERTIFICATIONS/TRAINING

  • Avaya S8800, S8700, S8500 and S8300 series, CMS, CTI, VOIP, SIP, ACD, Redundant Processors, and Modular Messaging.
  • Nice Call Recordings, I-3 Recordings, Witness Call Recordings (Verint).
  • Avaya IC, IQ reporting I-3 NT Telephony Server, VOIP/SIP, design, implementation and testing Definity PBX, ACD, CMS, Call Vectoring, Intuity Voice Mail, Conversant IVR, Administration, Design and Testing.
  • Interactive Intelligence I-3 Server Audix, Modular Messaging, SQL Database, MS Project, Visio.
  • Call Center Management Service, Design, Implementation and Applications (CMS), IC, IQ, OA Call Accounting Service (CAS), Advanced call routing.
  • Automatic Call Distribution (ACD), VDN, Vectoring CMS, Interaction Center, Custom Reporting.
  • Project Management, Modular Messaging, VOIP, IP Trunking, Enterprise Networking.
  • MS Server, Windows Server, Windows NT.
  • Account Billing Analyst, proficient in Tariffs and PEC and USOC codes.
  • Nortel 11, 51, 61, 81 and CS2100.
  • System Architect, Application Design and Network Engineer Certification_ITIL Foundation in IT Service Management 2014.

Experience
Lead Cslt Engineer - Network Engineer
Information Technology
Apr 2013 - present
Snellville, GA
(currently working remote) Lead Cslt Engineer
  • Network Engineer Responsible for implementing design solutions for business requirements involving advanced networks (performance and management), VOIP, converged technologies, and cloud-based applications, in support of enterprise and global enterprises.
  • Responsible for configuration definition of hardware, software and 3rd party applications. Provision of daily application support, routine maintenance, prevention maintenance, service restoration, root cause analysis.
  • Interface and interact with customer on a routine basis. Worked closely with product development, engineering, planning and maintenance. Provided system architecture and design services.
  • Assisted in application and equipment site audits, verified configurations and ensured that hosted services are placed on the glass, for 24 x 7 support.
  • Knowledge of network management technologies, devices and applications across multiple vendors such as Cisco, Juniper, Riverbed, Genesis, Avaya, IVR and routing schemas.
  • Familiar with SIP, VOIP, Microsoft, Tandberg, Polycom.
  • Possess ITIL certifications, Avaya certifications, and working on Cisco certifications *
Cisco Juniper Network Engineer VoIP
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Independent Telecom Consultant/Engineer
Information Technology
Sep 2012 - Apr 2013
Snellville, GA
  • Senior Network Engineer for a large IT Company, primarily focusing on Cloud-based applications utilizing Cisco CUCM, SIP, VOIP, in support of geographically dispersed contact center, providing 24x7, 365 coverage.
  • Switch and server administration and troubleshooting, Cisco Router configurations. Providing a host of services to small and medium businesses such as VOIP, Call Center Applications, Routing, IVR Scripting, System Integration, system architecture and design.
  • Proficient on Avaya S8800, S8500, G600, Gateways, CMS, VOIP, SIP, CS2100, Nortel 11 thru 81C, Symposium, I-3, Cisco. Hosted Cloud-based routing and services, Customer Training.
  • Project Management and Pre-Sale/Post Sale technical design, sales support, Infrastructure planning, and installation. Fiber and copper installation. Call recording, reporting and workforce management, and Modular Messaging. Familiar and experienced with cloud based switching.
  • Technical support, troubleshooting and administration.
  • Senior Network engineer on "Hosted" Cloud-based applications to support the global contact center, for some of the Fortune 500 businesses, Call recordings (Verint), Nice Recordings, and Workforce Management. System Integration and workforce scheduling.
Cisco Cisco UCM Fiber Optics Network Engineer Project Management Scripting VoIP
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Independent Consultant
Information Technology
Feb 2011 - May 2011
Alpharetta, GA
  • Independent Consultant providing a host of service and technical design and guidance for medium to large business migrating from a TDM to A VOIP/SIP environment utilizing a host of products from Avaya, Nortel, Cisco, Bay Networks, and Extreme Switches to modernize Contact Center Applications.
  • Worked on global CTI and screen pops, Workforce Management, Modular Messaging, CMS, IQ, IC, OA, CTI, custom reporting, call recordings (Verint, Nice) and call routing for Private_Public Business and Federal Agencies, as well as Verizon Federal Marketing. Speech to text, technology such as Voice Genie, Nuance OSR and RealSpeak TTS. Business Analyst, providing detailed analysis of the call flow and its relationship to the defined goals.
  • Worked with Nortel Symposium, Siebel CTI, ACD, and IVR. Experienced in contact center architecture, integration, implementation and development of applications.
No skills were added
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Tier II Interactive Intelligence I-3 Engineer
Information Technology
Sep 2010 - Feb 2011

Tier II Interactive Intelligence I-3 Engineer – Independent Contractor

  • Responsible for incident management and problem identification.
  • Provided advanced trouble-shooting, problem resolution, and provided 24x7 coverage for multiple users throughout the world, such as UK, Japan, and US.
  • Provided escalation to the I-3 Engineers on those items that, required further analysis, or may impact other user on the “hosted” Caas platform.
  • Responsible for training, error identification and tracking of open incidents.
  • Knowledgeable on vectoring, proficient in handlers, IVR, VOIP, MPSL, Wave Files, and design and scripting.
  • 10 years of experience and I-3 Trained and Certified. Windows Server 2003, 2004 and 2007, Linux, and Unix. SQL Data base, Scripting and Application development.
Linux Scripting SQL VoIP Windows Windows Server
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Senior Telecom Engineer - Contractor - Phase One Deployment
Information Technology
Jun 2010 - Sep 2010
  • Responsible for the design, configuration, and deployment of a 17 node Avaya S8710 Redundant Processor solution for the US Army and Federal Government, designed to replace existing #5 ESS Central Office with VOIP, ACD, SIP, and Network based switching. SQL and Oracle Databases. Lead application and Network Developer, responsible for network design, switch architecture and integration with existing infrastructure.
  • System Administrator, responsible for setting up 17 nodes to support in excess of 100000 end users, verification, testing and design of fiber backbone, covering vastly deployed communication huts.
  • Design, testing and deployment of over 100,000 VOIP endpoints. Inventory management of multimillion dollar packs, servers, and sets for project.
  • Supervision of associated sub-contractors, working on different phases of the 4 year project. Worked with Windows Server 2004 and 2007 in developing an application interface in transitioning from 5 ESS environment to a Linux, VOIP, SIP environment, CMS, ACD, IVR, IC, IQ, OA
  • Project Manager, responsible for scheduling and resource allocation on the design, development, programming and deployment of Avaya Solution.
  • Speech to text, technology such as Voice Genie, Nuance OSR and Real-Speak TTS.
Fiber Optics Linux Network Design Oracle SQL System Administration VoIP Windows Windows Server
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Global Voice Telecom Engineer
Information Technology
Feb 2009 - Jan 2010
Atlanta, GA
(Consultant)
  • Responsible for assisting in the worldwide transformation of over 10000 IP Agents from legacy Avaya, Cisco, Nortel, Aspect, Rockwell and Cisco ICM platforms to the S8700 AUH Platform, with centrally deployed IR, CMS, CTI, Global Vectors and VDN's. SQL Database, for Avaya and Cisco.
  • Accountable for the planning, design, deployment and application development to transform legacy call center applications to a standardized Avaya platform, using redundant S8700, Modular Messaging, IR, CTI, Q-finity and Witness Workforce Management. Worked as a Contact Center Engineer and was responsible for development, application testing and deployment. Worked with Windows Server 2004 in support of the Cisco IPT and ICM.
  • Responsible for sizing the applications and load-balancing across the world-wide enterprise. Development of applications on the IR and managing the Modular Messaging Platforms.
  • Worked as the Cisco ICM Engineer that was responsible for deployment of applications, upgrading of current releases and migration to enterprise servers. This also involved the maintenance of the ICM applications *
Cisco Cisco ICM SQL Windows Windows Server
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Sr. Telecom Engineer / Consultant
Information Technology
Nov 2008 - Feb 2009
Seattle, WA
  • Consulting for a number of companies utilizing the Cisco ICM, Avaya S8700, S8300, Gateways, and I-3 SIP/VOIP Platform. Various projects utilizing a variety of VOIP platforms. Script development, IVR scripting and development. Various Project Management positions, some back-filling positions and outside consulting to supplement the in-house staff. CMS, IC, IQ, OA, Skill based routing.
  • Global Contact center supporting a Multimedia communications offering Voice, Chat, Web, IP and SIP protocols.
  • Free-lance consulting, System Administration, Project Management, and Business Analyst.
  • Working on numerous projects for a host of telecom vendors, medium to large business, designing, administration, and call center applications on the Avaya S8700, CMS, ACD, VDN's, and Vectors.
  • Routing design, troubleshooting and analysis.
  • Installation of Avaya VOIP platforms for medium to large businesses throughout the Midwest, Central and Southern USA.
  • Call Center design, architecture and development, platform integration, skill-based application design. Cisco ICM Rel 7.0, IPTT, PG, routing, troubleshooting, configuration and upgrades.
  • Project management, system design, IP networking, system training and application development.
  • Workforce management, call-center applications, Genesys and Aspect Platforms. Databases administration for SQL and Oracle. Speech to text, technology such as Voice Genie, Nuance OSR and Real-Speak TTS. *
Cisco Cisco ICM Database Upgrades DBA Oracle Project Management Scripting SQL System Administration VoIP
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Sr. Telecom Engineer/Consultant
Information Technology
Aug 2008 - Nov 2008
Salt Lake City, UT
  • Analyzing the utilization of over 58 Avaya S8700's, G3R, G3I, S8500, Audix, Conversant IVR, Nortel IVR, CMS, and IP Agents.
  • Evaluated the total communications for the state of Utah, evaluated system proficiency, operational efficiencies, and made recommendations to revamp call-center operations and the provision of state services and benefits to the citizens.
  • Business analysis, evaluated the existing infrastructure and made recommendations to change scope of business to achieve increased efficiency and maximum cost savings. Prepared a recommendation for the next 12-24 month time frame. Provided the information needed to plan and budget for the eventual deployment of IP Agent and VOIP switching into a typical TDM environment.
  • Evaluated Genesys, as a front end processor to serve the State of Utah, as part of an enterprise solution. SQL Database for CTI and Screen-pops.
SQL VoIP
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Senior Telecom Engineer
Information Technology
Aug 2006 - Apr 2008
Alpharetta, GA
  • Team Lead for call-center applications in development, deployment and administration.
  • Responsible for re-routing traffic to emergency backup centers.
  • Currently working on a project as a Senior Telecom and Network engineer supporting call centers in Atlanta, Columbia, SC, St Louis, Jacksonville, Denver and San Diego.
  • Working with the Cisco ICM, Avaya S8700, G600 Gateway, Nortel Opt 61 and CS 2100, and I-3 Server rel 2.20 to support inbound call center. IP Trunking, CMS. EAS, ACD, Vectoring, VDN and network routing in the cloud via Genesys.
  • Responsible for Bank Infrastructure for LAN/WAN and VOIP.
  • Acquired the administration on the Cisco ICM, CS2100 and the Nortel 61C, after the FDIC took over the bank.
  • Acquired the administration and trouble-shooting responsibility on the Genesys platform, when the banks employees left the company and the customer were in transition to “ING” and “Everest Bank”.
  • Performed data base management and assisted in transferring data to “ING”, when they completed purchase.
  • Maintained the Windows Servers 2004 in the Columbus Data Center, until the customer data could be transitioned to the receiving banks.
Cisco Cisco ICM Data Center Database Backups LAN Network Engineer SAN WAN Windows Windows Server
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Telephony Engineer
Information Technology
Aug 2005 - Aug 2006
Alpharetta, GA

Telephony Engineer, Team Lead

  • Responsible for defining the scope, requirements gathering and definition of new technologies to improve and enhance the mission of the contact center.
  • Defined the risk and benefits of migrating to the Avaya S8700 or the Cisco ICM to replace the aging and obsolete I-3 platform.
  • Responsible for the day to administration of the Interactive Intelligence I 3 telephony server, exchange mail, auto-attendant, IVR and troubleshooting on the W2000 Server to support a 200 seat inbound call center in Norcross and a 100 seat call center in Montreal Canada. Exchange mail administration, IVR Script creation, design and development, administration and deployment.
  • Auto-attendant prompts, applications, deployment and administration. Responsible for the local and Toll network elements domestic and international.
  • Worked closely with the Call Center director and manager to develop training, agent skills, applications and workforce management tools.
  • Responsibility, admin and support for Avaya G3R Rel 8.0 for call center in Norcross and 2nd switch in Peoria, IL.
  • Testing and evaluation of Avaya, Cisco and I 3 VOIP platforms on the existing network, performed TCP/IP configuration, QOS and network utilization.
  • Evaluated SIP, MPSL. Responsible for build-out, trouble-shooting, design and diagnostics on the company's Infrastructure.
  • Evaluated Genesys as part of upgrade strategy to replace aging I-3's, in attempt to provide better service offering.
Cisco Cisco ICM TCP/IP VoIP
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Senior Network Engineer
Information Technology
Oct 2004 - May 2005
Atlanta, GA
  • SRA contractor responsible for network monitoring, application and process intervention for call center applications.
  • Monitored applications running on the Aspect, and Brite IVR/CTI platforms, performed troubleshooting and root cause analysis. Responsible for network provisioning, ordering and troubleshooting on Sonet Rings connecting IRS centers worldwide.
  • Provided monitoring, trouble-shooting and remote diagnostics for Frame Relay, ATM and IP circuits connecting the IRS call-centers.
  • Cisco ICM, VOIP, Avaya S8700, S8300, G600, H323, Frame Relay, ATM, Nortel Option 11c, Option 51 and 61C, Symposium ACD.
  • IVR application development on the Avaya IVR Platform. Test and evaluation of competing VOIP platforms for inclusion in the IVR, used by the IRS. Performed root cause analysis and trouble-shooting.
  • Evaluated SIP (Session Initiation Protocol (SIP), an application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. These sessions include Internet telephone calls, multimedia distribution, and multimedia conferences).
  • Network Administration and support for Genesys, used by the IRS. *
Cisco Cisco ICM Network Administration Network Engineer Network Monitoring VoIP
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Senior Call Center Engineer/Telecom Engineer
Information Technology
May 2004 - Oct 2004
  • Met with the call center managers to discuss the scope and magnitude of their requirements and its impact on the overall goals of the business.
  • Defined the benefits and risk associated with migrating to a VOIP and IP environment. Development of the telecom budget for the new fiscal year.
  • Creation of the training and development programs for my direct reports, to ensure that they were capable of supporting the Witness and Nice platforms into the contact center.
  • Responsible for creating, writing and maintaining Call Vectors, VDN's, ACD, CMS for 2 Domestic and 1 International call centers.
  • Performs switch administration of Avaya S8700, S8300, and G600 Multivantage Platforms, administration of IP trunking, VOIP sets and applications.
  • Application of CentreVu CMS and ACD, Intuitity Voicemail, CTI and desktop integration. Application Development on the Avaya IVR Platform to support call center requirements.
  • Responsible for layout of data center for telecom equipment. Provided configuration, installation and maintenance on Frame Relay, ATM and IP circuits.
  • Tested, evaluated and implemented Avaya VOIP, deployed IP trunks and MPSL. Worked with the Cisco routers.
  • Responsible for companies Infrastructure for LAN/WAN/ VOIP, ATM, Frame relay and SONET. *
Cisco Data Center LAN Routers VoIP WAN
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Contract Senior Telecom Engineer
Information Technology
Feb 2004 - May 2004
  • Responsible for the daily setup and Administration of a Nortel SL1 Option 61C, performed adds, moves, changes, installation of new telephones, repair on existing phones. Vendor negotiation, contract administration and billing. Avaya S8700, S8300 and G600, Cisco ICM, VOIP. H323, ATM, Frame, VOIP, Voice over Frame.
  • Responsible for administration of the Meridian Mail, adding and modifying users, voicemail backups. Employee training on PBX, Voice Mail and cost accounting.
  • Responsible for the daily administration, setup and maintenance of 3 Polycom Video Teleconference Unit.
  • Drew up specifications for IDF for remodeled floors for voice and data. Responsible for wireless devices and cell phones and wiring infrastructure.
  • Provided telecom support for remote offices, using the Nortel BCM with VOIP overlay. Provided support for ATM, Frame Relay and voice over frame relay. *
Cisco Cisco ICM Database Backups VoIP
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Contract Call Center Engineer
Information Technology
Mar 2003 - Jul 2003
  • Responsible for upgrading the Avaya Definity G3R from Rel 8.0 to MultiVantage Platform Rel 11.0, Load balanced the switch and prepared a disaster recovery plan to assure service, in the back up call center. IVR administration, application development on the Avaya IVR.
  • Performed system backups, trouble-shooting and resolution of cross talk on the switch platform.
  • Worked with IT on the implementation of QOS on the LAN/WAN for the migration of VOIP in the 3rd quarter. Supported ACD, CMS, CentreVu, CentreVu Explorer II, NICE and Conversant IVR rel 6.0, Vectors and VDNs to support multiple Call Centers.
  • Contract administration and vendor negotiations for new and advanced service offerings. Evaluated wired, wireless and VOIP technologies for inclusion in the corporate LAN/WAN network. Evaluated new call center technologies to ensure that customer service objectives and goals are being met.
  • Evaluated the Cisco ICM and the Avaya VOIP platforms for Corporate Communications.
  • Provided custom reports to assist in scheduling and call-flow balancing.
  • Provided system administration on PBXs, ACDs, CentreVu CMS, Explorer, NICE, Octel and Conversant IVR MAP 40, Unix Servers.
  • Responsible for the upgrade from rel 8.0 to rel 11.0 Multivantage *
Cisco Cisco ICM Database Backups Disaster Recovery LAN System Administration UNIX VoIP WAN
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Consultant
Information Technology
Sep 2002 - Mar 2003

Consultant

  • Telecom Engineer/Telecom Analyst, contractor responsible for billing analysis of telecom equipment and services to ensure that the bills match the contract or tariff rates.
  • Analyzed bills looking for accuracy and discrepancies, worked with local and FCC tariffs, and performed analysis of Sonet, ISDN and T1.5 services.
  • Telecom Engineer, responsible for analysis of premise equipment and services, equipment and service recommendations, system analysis and design.
  • Evaluated, priced and proposed ACD, CMS, CTI and CRM to multi-site hospital for their customer service center.
  • Provided consultation, technical design for Avaya PBX with ACD, CTI, CRM and survival remote, as part of proposed upgrade on 4 Definity G3Rs to Rel 11.0 Multi-Vantage.
No skills were added
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Senior Telephony Engineer
Information Technology
Feb 2000 - Sep 2002
  • Development and approval of the telecom budgets for R&D, Corporate Communications and the deployment of our ASP model. Managed 4 direct reports and 3 contractors on loan from Qwest and Sprint. Support of contact center applications for Allstate and State Farm.
  • Deployment of skill-based routing and integration of Genesys with the Avaya and Nortel PBX's.
  • Responsible for the network design, provisioning and the build-out of the ASP network, utilizing Voice over Frame Relay for the eventual global network, using the I-3 Telephony Server.
  • Assigned to the R&D department, responsible for the testing, validation and eventual incorporation of new technologies and platforms. Beta testing on Genesys, Geotel and Aspect as part of out VOIP, and ASP model.
  • Beta testing of several VOIP platforms, Cisco ICM, Avaya VOIP, Gateways and protocols, and testing of the TAPI, interfaces, to allow for the seamless integration of numerous host systems into one platform.
  • Provided beta testing for State Farm Insurance on Cisco ICM for use in their contact centers, provided integration with existing Nortel or Avaya PBX's. Performed installation, programming and testing of I-3, NT Telephony switch, Cisco Routers, Hubs and Switches. *
Cisco Routers Switches
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Senior Project Manager/Consultant
Information Technology
Nov 1998 - Feb 2000
  • Responsible for the design, development and procurement of an in-house IVR, CMS and ACD to replace a Network IVR and Meridian MAX ACD.
  • Prepared the RFP for ACD, CMS and IVR selected top 4 vendors and analyzed each solution to ensure that they meet Bellsouth Corp. guidelines for a standardized Corp. IVR for the year 2000, evaluated products and software to certify Y2K compliance. Nortel Symposium, Siebel CTI, SDLC Principal, design integration and implementation, Project Management. Made recommendation to Telecom Director and to executive staff. Provided specifications for custom application development, and negotiated 24 x 7 Premium Maintenance contracts.
  • Designed system to handle million calls per month, tied ACD and CMS application to 7 out-sourced call centers and 3 in-house splits.
  • Prepared the groundwork for the incorporation of CTI for 1st quarter 2000. Managing the implementation of IVR and ACD.
  • Prepared specifications for Disaster Recovery site and for redundant systems.
  • Responsible for Infrastructure, design, planning, deployment and trouble-shooting.
  • Provided recommendation for multiple Video Conference Centers to tie Bellsouth.net into Corporate Video Network.
  • Member of IVR committee, provided assistance on IVR, ACD & CTI application development.
  • Evaluated Cisco ICM, Aspect, Nortel, and Avaya Platforms to replace or supplement the existing Nortel SL1 and the AT&T Conversant.
  • Prepared the RFPs and selected the vendors to bid on the project, based on product offering, support, reliability and financial strength.
Application Development Project Management RFP SDLC
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Network Design Analyst - FBI Project/Consultant
Information Technology
Apr 1997 - Nov 1998
  • Responsible for the coordination, design, scheduling, integration and implementation of electronic desktop applications and technologies in the banking industry.
  • Provided the infrastructure to provide enhanced services for retail, commercial and Internet Banking Customers.
  • Assisted in the upgrading of voice, data and Internet/ Intranet services for the Future Bank Implementation (FBI), services designed for 21st Century. Provided Beta sites for testing new technologies and processes for incorporation into corporate network.
  • Processed Facility orders with BellSouth, MCI and AT&T for voice/data services.
  • Planning and implementation of voice and data services over ATM network. TCP/IP and Ethernet within the branches and LAN/WAN services between sites.
LAN Network Design TCP/IP WAN
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Project Manager/Consultant
Dec 1996 - Apr 1997
Wireless Project Manager/Consultant
  • Responsible for the Marketing Forecasting for Enhanced Base Transceiver System (EBTS), Base Mobile Radios, Towers and Associated equipment for the deployment of the Digital Cellular Network.
  • Provided combined market forecast to Corporate Planning and Management for inclusion in budgeting and purchasing Cellular Node equipment from Motorola and other Suppliers.
  • Negotiated build out schedules, equipment shortages and intervals with major suppliers. Tracked orders, resolved manufacturing issues, inventory levels and placed orders to meet construction schedules. Reported to Regional Vice President. *
Project Management
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Senior Analyst - PBX/ACD/Consultant
Banking/Financial
Sep 1996 - Dec 1996
  • Responsible for the daily programming, trouble-shooting and administration of AT&T Call Management System (CentreVu CMS), the Conversant IVR and Call Accounting System running on 2 Definity G3Rs.
  • Administered the new agents, created new reports to assist supervisors in the call center to manage call volume and to meet corporate objectives for internal and external customers.
  • Managed the Call Accounting System to track domestic, inbound, outbound and international calls. Provided trouble-shooting on PBXs, IVRs, CMS and VDNs and Vectors. Contract position to support in-house staff.
  • Provided training for the Banks staff.
No skills were added
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Project Manager/Facility Engineer
Information Technology
Jun 1995 - Oct 1996
  • Responsible for the network and infrastructure design, layout, and hiring of contractors and sub-contractors to install network elements for 1996 Olympic Games.
  • Negotiated space lease with GA. Dome, GWCC, and Columbus City Government.
  • Responsible for the design, allocation and provisioning of voice/data, audio, wireless, CATV, and CCTV for the different Venues. Development and approval for multi-million dollar budget for infrastructure improvements and placement of fiber backbone in the GA Dome and World Congress Center. Team Lead in venue layout and construction of multiple venues. Coordinated the activities of Volunteers and staff. Directed P&L responsibility for Venue Budget.
  • Coordinated planning meetings with AT&T, IBM, Motorola, Scientific Atlanta and other sponsors. During games managed the Network, and supervised facilities and handled repair issues for 3 Venues.
  • Worked with BellSouth in the design and implementation of SONET Ring. Managed the Definity G3R and wireless communications, provided video network for the press and Judges.
  • Project Manager for the design, development and management of the IT/Telecom infrastructure for the IBC, 17 venues and the GA Dome and World Congress Center.
  • Supervised the installation of a totally new fiber and copper infrastructure in the Dome and WCC, laid fiber from the IBC to the Inforum. Society
Fiber Optics MS Visio Network Infrastructure Project Management
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Voice/Data Research Analyst
Information Technology
Sep 1994 - Jun 1995
  • Responsible for the design, testing, certification of complex International switching network to support their entry into the Long Distance Service Provider Business.
  • Setup and managed the Beta test bed to determine the proper compression for voice/data services. Certified and trained on the Nortel SL1, options 11C to 61C Meridian PBX, Magellan PassPort.
  • Worked with the Timeplex Link2 Multiplexor.
  • Evaluated several PBX and key systems for use in Central America and Asia. Worked with a diverse group of Engineers in France, England and Canada in the design, testing and certification of International T1.5, T3.0, DS0 and DS1 circuits.
No skills were added
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Technical Consultant/Marketing Support Specialist
Information Technology
Jan 1984 - Sep 1994
  • Responsible for the support of the sales and marketing efforts of medium to large business products division. SQL and Oracle databases management.
  • Provided technical support to sales force, provided presale and post-sales support to medium and large business customers.
  • Provided technical design, implementation, programming, training and project management to Customers on the Definity PBX, Merlin Legend, System 25, Audix, Audix Voice-power, CentreVu Call Management Service (CMS), ACD, UCD, Call-Vectoring, Conversant IVR. Performed system design, network design and coordinated the installation and Cutover. Provided software support on voice mail, IVR applications and Call-Center applications (CentreVu, Explorer, Call-Flow and Routing). Provided customer with continual technical support after the sale.
  • Trained and Certified on the Avaya PBX, Call Center Applications, Call-routing, ACD, CMS, CTI, CRM.
  • Trained and Certified on the Conversant IVR, Intuity Voice-mail, Custom Reports and Explorer.
  • Certified Customer Educator and Technical Consultant.
  • Experienced Project Manager responsible for pre-sale and post-sale support, resource allocation and coordination with installation and outside vendors. *
Oracle Project Management SQL
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Communications/Marketing Support Specialist
Information Technology
Jul 1978 - Jan 1984
  • Responsible for sales support, account planning, project management for large and medium business accounts. Provided system and network analysis for complex voice/data applications.
  • Did the up-front fact-finding design, proposal preparation, programming, training and implementation of premise and CO based switches and Key systems.
  • Supported the finance, brokerage and insurance industry with voice analog and digital services.
  • Trained and Certified on Essex, Centrex, Dimension, System 75, Auto-Tas, and DDS. Worked with BRI, PRI, SDN, AIOD, and other network services.
No skills were added
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Marketing and Management
University of Memphis
Certifications
TRAINING
Avaya S8800, S8700, S8500 and S8300 series, CMS, CTI, VOIP, SIP, ACD, Redundant Processors, and Modu
Nice Call Recordings, I-3 Recordings, Witness Call Recordings (Verint)
Avaya IC, IQ reporting I-3 NT Telephony Server, VOIP/SIP, design, implementation and testing Definit
Interactive Intelligence I-3 Server Audix, Modular Messaging, SQL Database, MS Project Visio
Call Center Management Service, Design, Implementation and Applications (CMS), IC, IQ, OA Call Accou
Automatic Call Distribution (ACD), VDN, Vectoring CMS, Interaction Center, Custom Reporting
Project Management Professional (PMP)
Modular Messaging, VOIP, IP Trunking, Enterprise Networking
Server, Windows Server, Windows NT
Account Billing Analyst, proficient in Tariffs and PEC and USOC codes
Nortel 11, 51, 61, 81 and CS2100
System Architect, Application Design and Network Engineer Certification_ITIL Foundation in IT Servic
Skills
Cisco
2021
15
Project Management
2013
14
SQL
2011
12
Oracle
2010
11
VoIP
2021
11
Network Engineer
2021
10
Juniper
2021
7
Cisco ICM
2010
4
LAN
2008
4
WAN
2008
4
Routers
2004
3
Windows
2011
3
Windows Server
2011
3
Data Center
2008
2
Database Backups
2008
2
Fiber Optics
2013
2
Switches
2002
2
TCP/IP
2006
2
Application Development
2000
1
MS Visio
1996
1
Network Design
2010
1
Network Infrastructure
1996
1
RFP
2000
1
SAN
2008
1
Scripting
2013
1
SDLC
2000
1
ACD
0
1
Avaya
0
1
Call Center
0
1
Cisco UCM
2013
1
Database Upgrades
2009
1
DBA
2009
1
Disaster Recovery
2003
1
Documentation
0
1
IVR
0
1
Linux
2011
1
Network Administration
2005
1
Network Monitoring
2005
1
PBX
0
1
Problem Solving
0
1
Quality Assurance
0
1
Requirement Analysis
0
1
System Administration
2010
1
Telephony
0
1
Unified Communications
0
1
UNIX
2003
1
Vendor Management
0
1