HERBERT “ROYCE” LINDSEY

5011 Blakemore Drive, Owens Cross Roads, AL 35763

(256) 533-6122 – (256) 829-2502
email- roycelindsey@me.com - website- www.roycelindsey.com

Executive Overview:
Information Technology • Voice Engineering & Support • Strategic Planning • Project
Management and Documentation
Proven business visionary with architectural and hands-on experience working with multiple
Fortune 500 companies, to include consulting contracts with The US Department of Homeland
a
Security (FEMA), as well as foreign governments (Qatar, Saudi Arabia, and Japan) in the
creation of IT infrastructures and call centers while minimizing cost and risk. Conducted
seamless deployment strategies in live traffic environments, end-user training material
development and presentations. Currently have multiple vendor experience and specialize in
Avaya, Cisco, Genesys, Aspect & Nortel. More than 20 years experience with multi vendor
voice & data technology architecture and integration, global IT delivery, budgeting and cost
analysis, site setup staff development, team building, team knowledge transfer, and
independent consulting and auditing. Masterful in public & group speaking, IT Training & staff
development, proven written & verbal skills which include pre & post design presentations

Career Certifications & Training: (active only)

CCVP Cisco Certified Voice Professional
CCDA Cisco Certified Design Associate
ACE Avaya Certified Expert (Integration & Maintenance)
PMP Project Manager Professional –PMI.
CGE Certified Genesys Engineer
3RP Alcatel – Lucent Triple Play Routing Professional
MCSE+I Microsoft Certified Systems Engineer Plus Internet

EDUCATION:
Athens State University – BS in Business – with Honors – Received Degree in 1989
Marshall Institute - Telecommunication Schematics, Diagrams & Design Certificate 1997
Calhoun Community College – Basic College Courses
Drake Technical- Cisco CCNA Classes (1999), Cisco CCNP (2001), Cisco CCDA (2004)
Springfield Community College – Telecommunications & Voice Training 101 (2000)
Avaya University – Chicago, IL & Altamonte Springs FL – ACA, ACS & ACE.

Also attended 9 various training seminars and/or boot camps around the United States for training with
Lucent 5ess, Avaya G3r, Cisco BMS, Cisco CallManager, Project Management

For copies of my transcripts go online at www.roycelindsey.com

Currently on a fast track to obtain Cisco CCIE Voice with 230 Study Hours out of 450
Anticipated. Date expected 12/2010
IBM/AT&T – RTP. NC. DEC 2005
to MAR 2009
SENIOR AVAYA & CISCO CALL CENTER ARCHITECT, PROJECT MANAGER (contractor)

Senior architectural project manager for all voice and data system projects for various IBM/AT&T fortune
100 companies. Managed multiple equipment vendors and service providers as the Tier III / IV Subject
Matter Expert. Multitasks across vendors, service providers and assignments, which helped, IBM & GCCS
to reduce annual operating costs by more than $3 Million. Major projects included migration from analog
to long distance ISDN-PRI; migration from AT&T to Qwest; Designed 30,000 seat Cisco Call Manager
solution for enterprise chemical & plastic company which spanned 39 countries. Designed and integrated
Genesys CIM platform; Genesys Soft phone application upgrade; Designed large Cisco CallManager 4
deployment using Cisco CallManager Express & Unity Express in remote centers. Designed & supported
the build-out of a central NOC which monitored multiple vendor equipment;
Lab tested & successfully deployed the first enterprise Avaya Integration Manager (AIM) Reengineered a
Avaya G3r call-center PBX system to a shared tenant services configuration to host 32 call-centers &
helpdesk for a fortune 25 car company under the operating corporate umbrella. Managed daily technical
escalations in a steady state operation of multiple call centers, assured SLA's Architecture, Design and
Development, through the Delivery of CRMi/CTI Solutions, including (but not limited to); Architectural
refresh of infrastructure and hardware for all Genesys Solutions (Framework, Solution Control, ERS/NRS,
Outbound, MCR, Historical and Real-Time Reporting and WfM).
Was responsible for the transition of Genesys Historical Reporting from CCA to ICON/Infomart. Assisted
deployment of Genesys WfM (7.2x), operational updates to Genesys NRS/ERS (Routing) (7.1/7.2),
Operational maintenance of Genesys CCA/CCPulse+ (7.1/7.5), Enhancements to Genesys Outbound (7.1)
and the roll-out of VoIP Agents across a Firewall Network (DMZ), utilizing Avaya and interfacing to Network
telecommunications (MPLS(U)/MSC/SSP/SCP). Involved on a Project Team level with the implementation of
the TM Genesys Roadmap and new technologies; Genesys Channels (MCR - email), Second Generation IVR
(Nuance Automated Speech Recognition (ASR) and Text-to-Speech (TTS)). Recently attended a vendor
selection board as an consultant advisor, to determine the company strategy for their next generation IVR
(Inter voice, Genesys, etc.) (Note: This was a 6 mo. Contract that lasted 4 years)

U.S. Department of Homeland Security – Alexandria, VA SEP 2004

to OCT 2005
VOICE SUBJECT MATTER EXPERT – VoIP ARCHITECT (contractor)

Provided expert technical knowledge to senior Government & Federal Emergency Management Agency
(FEMA) in the development of a triple redundant Public Service Answering Point (PSAP) after Hurricane
Katrina & September 11, 2001 tragedy that delayed 9-11 emergency help to thousands while the system
was out of service or congested due to the overflow of calls which that center could handle. Played a
major role in the research and development stages as well as the certification and field testing phases of
this design which would end up consisting of a multiple vendor solution to include Avaya as the base PSAP
call PBX with triple LSP failover in a 3 county configuration setup. Utilized Cisco Routers, Cisco PIX
Firewalls, Avaya Cajun switches, Avaya AES. Was responsible for the entire final acceptance model inside
of Avaya Labs, then Cisco Systems. Was responsible for creating the initial Transfer to Operations manuals
for the first deployments. Wrote all the “Lessons Learned” models for the first three live field trials.

CINCINNATI BELL –GENERAL ELECTRIC AIRCRAFT ENGINES – Cincinnati, OH JAN 2004

to SEP 2004
SR. CISCO & AVAYA VOICE ARCHITECT – PROJECT MANAGER (contractor)

Provided senior technical and senior level project management directive in engineering, project
management and technical expertise in the implementation of a $13 million upgrade to the General
Electric Aircraft Engine Plant in Cincinnati OH using Cisco CallManager 3.3(4) as the first of 83 cookie
cutter upgrades in a global configuration. Multiple projects included migration to SONET-192
infrastructure; managed the Genesys Agent-at-Home rollout; service-carrier change from MCI to AT&T;
rollout of Siebel CRM (Customer Relationship Manager); rollout of Genesys CTI platform with dual
database; responsible for all modifications to existing voice or data communication; conversion from
hardware dialer system to Genesys (CPD) software dialer; interfaced with multiple vendors (Siemens,
Nortel, AT&T, MCI, IBM, Siebel, Cisco, and others); oversaw introduction and problem resolution of call
center (WFM) work force management applications including Blue Pumpkin and Witness; placed Genesys
Web Portal in mainstream CIM; worked with IVR platform to reconfigure the voice response system to
improve customer satisfaction with migration to Genesys Voice Portal; introduced VoIP and other cost
reduction technologies; interface with corporate presidential personnel as focal point for all data and voice
technology; held daily team meetings, and produced weekly reports encapsulating all ongoing and
concurrent projects; monitored Picture-Tel and other video conferencing systems on dedicated T1 lines
LUCENT TECHNOLOGIES – Aurora, CO JAN 2004
to SEP 2004
SR. CERTIFICATION ENGINEER – TRANSPORT ENGINEER
Managed metro voice, data and NOC certifications into the global AT&T network. Supervised teams of 10
to 22 people consisting of both contract vendors and Nortel staff. Direct project planning, budget,
engineering, hardware integration, software implementation, and customer relations. Primarily served as
the senior Lucent Technologies Team Leader in the Bell Labs Laboratory in Holmdel, New Jersey.
Collaborate with vendors from Cisco, Ericsson, and others to ensure switching stability and hardware
software compatibility. Direct involvement in switch and network maximization. Engineer, commission, test
and maintain entire Lucent Technologies product line including Any Media, APX8000, CBX5000, Path Star,
Lucent DACS, Lucent 5ess, Lucent 7ess, Lucent Max8000. Direct timely conclusion and proper interface of
local level networks (i.e., DS0, DS1, DS3, STS1); for dedicated and switched services. Apply SONET
configurations (i.e., OC3, OC12, OC48, OC192); digital cross connect systems (i.e., Titan 5500 3/1, 532 1/0
DACS); analog cross connect systems (i.e., DSX3, DSX1 interfaces); Nortel Networks Optical Multiplexers
transmission and switching for each design. Verify and maintain all database equipment including billing
systems and downstream polling.
Lucent NKC Connectivity Manager: Was promoted to Connectivity Manager where I managed 22
people who worked in regions all over the world. Was responsible for designing and deploying the entire
2002 Winter Olympics NOC environment in Salt Lake City UT. Was given the White House Communications
Award for the emergency connectivity of tie lines on 9/11/2001.

Ascend Communication – Atlanta, GA

OCT 1996 to SEP 1999
PRE & POST SALES ENGINEER
Provided pre-sales support in the southeastern region of the United States supporting mainly ISP’s and
CLEC’s with Ascend Terminal Servers, Max TNT, Max 8000, CPE, APX, CBX, OCX, and others. – Provided
post-sales support working with the end users providing 2nd days support for new equipment purchased
from Ascend.

NASA – Marshall Space Flight Center – Huntsville, AL

MAY 1986 to AUG 1996
TELECOMMUNICATIONS FIELD TECHNICIAN
This position was spent learning everything as a Union Telecom Apprentice 2nd year start, on through a
journeyman. Daily tasks included installations, Adds, Moves & Changes. Replacing Central Office cards and
equipment. Later running new FDDI and terminating. Received the distinguished NASA SNOOPY AWARD for
suggesting a process to save NASA $2.7 Million in revenue over a 4 year period involving their telecom
databases.

Other Qualifications & Information

MS Windows (95, NT, NT Server, 2000, XP), Novell Netware, WAP (Wireless Application Protocol), MS
Internet Information Server, FLEX, REFLEX, TCP/IP and related protocols, routers, hubs, most
internetworking equipment and protocols, SONET, MS Proxy Server, Hubs, ATM, Frame Relay, ISDN, OC-*,
VoIP, MUX, Ethernet, UNIX.

Salary History: (Available upon request)

References: Available online or upon request: Online – www.roycelindsey.com/resume/references.doc

Open to Relocation.