Call Center Telecom Professional Engineer / Architect Resume
Title
Call Center Telecom Professional Engineer / Architect
Primary Skills
Call Center Design /Analyst
Location
US-GA-Atlanta (will consider relocating)
Posted
Mar-31-10
RESUME DETAILS
EDUCATION:
Masters in Technical Science /Telecommunications - 2005 (Almeda University, Boise ID)
Preparing for CISCO CCVP, CCNP,CCIE
Preparing for Cisco IP Telephony (642- 444)
Project Management Certificate 2003 (Learning Tree, Los Angeles CA.)
Pacific Bell (SBC) Product Certificates 2000 thru 2007: SBC Agent
Network Capacity (Network Services, Centrex, DSL, ISDN, BRI, PRI, DSL, Sonet, Frame
Relay, ATM, VN, VPN, VoIP, MPLS, SIP and Data Services.
Extensive training on LEC, CLEC and various Carrier order placing software (ARS, BOSS, CESAR, COIS,
LIDO, OCSC, Remote Control, SMS, SORD, UCommand, CSOTS, TAFI, LENS, SOEG...etc.)
Hardware and Software use - PBX, CTI, IVR, CMS, ICM, ACD, Voice Routing and Automation.
SUMMARY:
• Plan network installations by ordering service and gathering information
• Ensures that site surveys contain relevant information to accommodate telecom provisioning
• Ensures that all orders are fulfilled in a time line manner
• Manage communication invoices from Telco vendors verifying proper service and timely payment.
• Ensure that telecom objectives are met in the areas of:
• Software Development Life Cycle
• Transport and network protocols
• CC P&L Planning
• Employee relations
• Vendor Relations
• Interface with TCP/IP, UDP, DHCP, NAT, PAT, OSPF, EIGRP, Static routes, BGP
• Contracts and contract negotiations
• SLAs and CSRs
• Circuit Inventory and Circuit Documentation
• Set up and configure LAN/WAN
• Co-Location (documents, leases, contracts, power. Etc?)
• End User Training
Call center equipment, CISCO UCCE, (CRM, & CICM Call Management Equipment), Avaya ACS, and Aspect Unified IP protocols, IVR and call routing integrations., Interactive Voice Response, CTI (Computer Telephony Integration)., Nuance Voice routing system, Voice mail systems Call Monitoring systems (i.e. NICE, eTalk, Witness) Telephone Manager Predictive Dialer, and Call Distribution systems and software.. Proficiency in Microsoft Office, Visio, Power Point and more.
EXPERIENCE:
Best Wireless (Wireless Cell Phone Company)
Augusta, Georgia February 2008 to May 2009
Customer Service Manager
Original Position was to design and implement CISCO Enterprise IP Contact Center
Responsible for daily activities of Call Center for Wireless Network Provider:
Reduced department expenses by $278,000 in six months by redesigning the call centers telecommunications, implementing more advanced technology. The e-commerce system I implemented presented our customer bills on the web and notified all clients and authorized users via email that a new bill was available for viewing on-line within 48 hours of receipt of the billing files. The ability to send the notification to multiple email addresses for a client was also available. This improved and lowered the quantity of callers to the call center with the reduction of “In queue calls and hold” time. Additionally, under my direction, agents were required to participate in highly developed, innovative customer satisfaction training and retraining as often as needed, producing highly trained, and world class customer service agents. When purchased by T-Mobile very few chances were required outside of internal security changes.
Coca Cola
Atlanta, Georgia November 2007 - February 2008
Project Manager - Contractor (short Term)
Upgraded call center equipment to a UCCE environment running CVP 3.1, ICM/UCCE 6.0, CVP VXML, Nuance, Media servers , Gateways, Gatekeepers, No CUCM.
Google, Inc (Internet Search Engine Company)
Mountain View California - October 2006 to October 2007
World Wide Corporate Infrastructure Voice Provisioner
Responsible for the design and provisioning of the entire voice communications for more than 62 Google Locations world wide. Including the design and Architecture of five AUIP call centers (Aspect Unified IP call centers) and three Avaya /CISCO
Call centers (Hardware, Software, Voice circuits, VoIP, LANs, WANs, and VPNs.) Troubleshoot and test circuit ranging from T1s to Ocxxx, as well as E1s and TTxxx. .
LataOne, LLC (Calling Card Network Provider)
Beverly Hills, CA - February 2004 - Oct 2006
Director Provisioning / Network Commissioning
Designed and constructed 75 man 24/7 call center for nations largest calling card backbone network, solely project managed the implementation of the phone system, PBX, CTI, IVR, CMS, ACD, Voice Routing and e-commerce system. Additionally, I was able to expand the use of technology for payment processing that essentially became a web solution with the purchase of products/ services through our web offered catalog. Given a 120 day deadline, however, call center was completed and tested; agents were trained and online in 47 days. This eliminated the need for outsourcing customer service, telesales, and collections. Reducing overhead cost by 37% and increasing revenue by 62%. By the end of the 2003 3rd QTR, the call center doubled in size as did the company revenue.
Voice Vision, Inc
Los Angeles, CA -- February 2002 - February 2004
Network / Call Center Analyst
United Telecom Corp. (Business System Vendor and CLEC)
Van Nuys, CA - Project Manager / Trainer
Americas Choice, Inc. (Competitive Local Exchange Carrier)
Northridge, CA - Director of Service Operations
US Telecom / Sprint (Long Distance Carrier)
Dallas, TX - Major Accounts CSR
PROFILE:
I am a result driven professional with 20 years experience in Telecommunications as Call Center Designer Network Analyst / Provisioner, Vendor Manager, Vendor Liaison, Contract Negotiator and Carrier Manager. Analyzing the need to increase and decrease capacity and technology with the most time efficient, cost effective tariff pricing available. Working closely with the LEC and various LD carriers and/or vendors negotiating rates, contracts & addressing switch facility and collocation issues using blue prints, specs and permits including providing preconstruction services and utilizing enhanced procurement strategies.
Masters in Technical Science /Telecommunications - 2005 (Almeda University, Boise ID)
Preparing for CISCO CCVP, CCNP,CCIE
Preparing for Cisco IP Telephony (642- 444)
Project Management Certificate 2003 (Learning Tree, Los Angeles CA.)
Pacific Bell (SBC) Product Certificates 2000 thru 2007: SBC Agent
Network Capacity (Network Services, Centrex, DSL, ISDN, BRI, PRI, DSL, Sonet, Frame
Relay, ATM, VN, VPN, VoIP, MPLS, SIP and Data Services.
Extensive training on LEC, CLEC and various Carrier order placing software (ARS, BOSS, CESAR, COIS,
LIDO, OCSC, Remote Control, SMS, SORD, UCommand, CSOTS, TAFI, LENS, SOEG...etc.)
Hardware and Software use - PBX, CTI, IVR, CMS, ICM, ACD, Voice Routing and Automation.
SUMMARY:
• Plan network installations by ordering service and gathering information
• Ensures that site surveys contain relevant information to accommodate telecom provisioning
• Ensures that all orders are fulfilled in a time line manner
• Manage communication invoices from Telco vendors verifying proper service and timely payment.
• Ensure that telecom objectives are met in the areas of:
• Software Development Life Cycle
• Transport and network protocols
• CC P&L Planning
• Employee relations
• Vendor Relations
• Interface with TCP/IP, UDP, DHCP, NAT, PAT, OSPF, EIGRP, Static routes, BGP
• Contracts and contract negotiations
• SLAs and CSRs
• Circuit Inventory and Circuit Documentation
• Set up and configure LAN/WAN
• Co-Location (documents, leases, contracts, power. Etc?)
• End User Training
Call center equipment, CISCO UCCE, (CRM, & CICM Call Management Equipment), Avaya ACS, and Aspect Unified IP protocols, IVR and call routing integrations., Interactive Voice Response, CTI (Computer Telephony Integration)., Nuance Voice routing system, Voice mail systems Call Monitoring systems (i.e. NICE, eTalk, Witness) Telephone Manager Predictive Dialer, and Call Distribution systems and software.. Proficiency in Microsoft Office, Visio, Power Point and more.
EXPERIENCE:
Best Wireless (Wireless Cell Phone Company)
Augusta, Georgia February 2008 to May 2009
Customer Service Manager
Original Position was to design and implement CISCO Enterprise IP Contact Center
Responsible for daily activities of Call Center for Wireless Network Provider:
Reduced department expenses by $278,000 in six months by redesigning the call centers telecommunications, implementing more advanced technology. The e-commerce system I implemented presented our customer bills on the web and notified all clients and authorized users via email that a new bill was available for viewing on-line within 48 hours of receipt of the billing files. The ability to send the notification to multiple email addresses for a client was also available. This improved and lowered the quantity of callers to the call center with the reduction of “In queue calls and hold” time. Additionally, under my direction, agents were required to participate in highly developed, innovative customer satisfaction training and retraining as often as needed, producing highly trained, and world class customer service agents. When purchased by T-Mobile very few chances were required outside of internal security changes.
Coca Cola
Atlanta, Georgia November 2007 - February 2008
Project Manager - Contractor (short Term)
Upgraded call center equipment to a UCCE environment running CVP 3.1, ICM/UCCE 6.0, CVP VXML, Nuance, Media servers , Gateways, Gatekeepers, No CUCM.
Google, Inc (Internet Search Engine Company)
Mountain View California - October 2006 to October 2007
World Wide Corporate Infrastructure Voice Provisioner
Responsible for the design and provisioning of the entire voice communications for more than 62 Google Locations world wide. Including the design and Architecture of five AUIP call centers (Aspect Unified IP call centers) and three Avaya /CISCO
Call centers (Hardware, Software, Voice circuits, VoIP, LANs, WANs, and VPNs.) Troubleshoot and test circuit ranging from T1s to Ocxxx, as well as E1s and TTxxx. .
LataOne, LLC (Calling Card Network Provider)
Beverly Hills, CA - February 2004 - Oct 2006
Director Provisioning / Network Commissioning
Designed and constructed 75 man 24/7 call center for nations largest calling card backbone network, solely project managed the implementation of the phone system, PBX, CTI, IVR, CMS, ACD, Voice Routing and e-commerce system. Additionally, I was able to expand the use of technology for payment processing that essentially became a web solution with the purchase of products/ services through our web offered catalog. Given a 120 day deadline, however, call center was completed and tested; agents were trained and online in 47 days. This eliminated the need for outsourcing customer service, telesales, and collections. Reducing overhead cost by 37% and increasing revenue by 62%. By the end of the 2003 3rd QTR, the call center doubled in size as did the company revenue.
Voice Vision, Inc
Los Angeles, CA -- February 2002 - February 2004
Network / Call Center Analyst
United Telecom Corp. (Business System Vendor and CLEC)
Van Nuys, CA - Project Manager / Trainer
Americas Choice, Inc. (Competitive Local Exchange Carrier)
Northridge, CA - Director of Service Operations
US Telecom / Sprint (Long Distance Carrier)
Dallas, TX - Major Accounts CSR
PROFILE:
I am a result driven professional with 20 years experience in Telecommunications as Call Center Designer Network Analyst / Provisioner, Vendor Manager, Vendor Liaison, Contract Negotiator and Carrier Manager. Analyzing the need to increase and decrease capacity and technology with the most time efficient, cost effective tariff pricing available. Working closely with the LEC and various LD carriers and/or vendors negotiating rates, contracts & addressing switch facility and collocation issues using blue prints, specs and permits including providing preconstruction services and utilizing enhanced procurement strategies.
Certifications
PMP Certificate
CONTACT DETAILS
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