SUMMARY

* As the Technology Infrastructure Site Manager for Citi Technologies, I was res
ponsible for maintaining the integrity of the Daily, Monthly, Quarterly, Semi-An
nual and Annual compliance. During this time, my office underwent a Peer Review
and an Audit, both of which achieved Pass ratings in a Pass/Fail environment.
* AVAYA/LUCENT/ATT Telecommunication System Installation, Telecommunication Proj
ect Management, Administration and Maintenance experience including Avaya CMS ca
ll center software administration
* As an Avaya Voice Engineer, I have participated in the execution of projects w
ith client business and technical teams providing engineering and leadership/sup
ervision. This includes IVR/VRU, modular messaging, CMS, AES VOIP, Call Center V
ectors, Announcements, circuits, Firmware upgrades and System Backups.
* Provide global Telecom Incident Response and Management overseeing incident re
solution including hardware, software, service provider, network and facilities,
feedback and updates to client and customer management all the while coordinati
ng client IT staff and third party vendor activities. I gained a reputation for
being the person to go to when vendors were reluctant to meet contractual Servi
ce Level Agreements.
* While providing Tier 3 Support of Avaya Voice networks and Call Center environ
ments I became extremely proficient at using REMEDY Ticketing software and other
trouble ticketing programs.
* Provided on going monitoring and updating of the disaster recovery plans for t
he clients as well as for the AT&T Global Solutions center in which I worked. I
never hesitated to work after-hours on an on-going incident in order to maintai
n continuity.
* I have escalated myself to the expert level performing Software and Hardware A
dministration of AVAYA G3, S8700 and Communication Manager PBX Systems, as well
as Voice Mail, CMS/BCMS, and Call Center Elite systems.
* I strongly advocate the performance of Preventive Maintenance according to cli
ent Change Management processes to include addressing system alarms of PBX, Voic
e Mail and CMS systems, scheduling system backups, and performing system reboots
.
* My experience has always included global, 24x7 ad hoc and on-call support.
CERTIFICATION / LICENSING
* DEFINITY G2 System and Trunking
* DEFINITY Terminals and Features
* DEFINITY AUDIX Voice Messaging Sys Admin
* DEFINITY ECS Administration
* Intuity Messaging Solutions Administration
* DEFINITY G3 Installation and Maintenance
* Project Management for the Telecommunications Manager
* CentreVu Supervisor Administration with Expert Agent Selection
TECHNICAL SKILLS
* Microsoft - Office Suite, Project, Visio
* AVAYA - Voice Communications Systems, CMS Supervisor
* DEFINITY - G-3I/S/VS/R, S8500 & S8700
WORK HISTORY
1. Radiant Systems, Inc. - (Arlington Heights, Illinois) Jan 2010 -Present
(AT&T Global Client Support Center, Senior Technical Staff Analyst)
Capacity/Scope:
Senior Technical Staff Analyst
Deliverables/Roles:
Remote administration & trouble shooting systems for national & international co
rporations that included but was not limited to: Honeywell Systems, DHL, TIAA-CR
EF, & State of Georgia. Administration of 10,000+/- user LUCENT TECHNOLOGIES D
EFINITY S8900, S8700, G-3R Telephone PBX Systems. Administration of 9,000+/- us
er AVAYA TECHNOLOGIES INTUITY AUDIX & AVAYA MESSAGE MANAGER Voice Mail Systems w
/Automated Attendant. Administration of CMS Call Centers (which included IVR/VR
U, modular messaging, CMS, AES VOIP, Call Center Vectors, Announcements, circuit
s, Firmware upgrades and System Backups). Remote instruction regarding the oper
ation and use of end user equipment and terminals.
2. Citi Technology Inc. [Citigroup] - {Layton, Utah} Jan 2007 - December 2008
{Citi Technology Inc. Asst Vice President, Site Delivery Team Manager}
Capacity/Scope:
Site Delivery Team Manager (Assistant Vice President)
Deliverables/Roles:
Primary point of contact with the ultimate responsibility to oversee from the ou
tset through the resolution of all incidents for all aspects including hardware,
software, service provider, network and facilities. I participated in the clie
nt's Senior Leadership team to deal with the day to day operations of the client
's Citicards Call Center. This included instructing not only the Senior Leaders
hip, but the call center agents as to how to make the most of the information te
chnology provided to the client. I was the person that was accountable to all l
evels of upper management in the event of any incidents. It was also my respons
ibility to provide all levels of customer service to my client through oversight
and management of the AVAYA S8700 PBX System and the AVAYA CentreVu Call Manage
ment System (which included IVR/VRU, modular messaging, CMS, AES VOIP, Call Cent
er Vectors, Announcements, circuits, Firmware upgrades and System Backups) as we
ll as oversight and problem resolution of a number of other on-site switching sy
stems and LAN/WAN servers. Was the primary focal point for all issues requiring
Change Control implementation, monitoring and management.
3. Veritude - {Durham, NC} Aug 2006 - Dec 2006
{Call Center Agent}
Capacity/Scope:
IBM Health & Welfare Benefits Team
Deliverables/Roles:
Provide information to IBM employees (past & present) regarding their Health & W
elfare benefits and to advise management as to the day to day functionality of t
he Call Center Call Management routing.
4. Affiliated Computer Services - {Cary, NC} Jun 2006 - Aug 2006
{Call Center Agent}
Capacity/Scope:
Humana Medicare Part D Team
Deliverables/Roles:
Provide information to Humana Medicare Part D clients regarding their Prescripti
on Drug Coverage and to advise management as to the day to day functionality of
the Call Center Call Management routing.
5. Apex Systems - {Research Triangle PK, NC} Nov 2005 - May 2006
{Technical Analyst}
Capacity/Scope:
IBM Global Systems - Technical Analyst
Deliverables/Roles:
Provide, as part of a team of Technical Analysts, the AVAYA CentreVu Supervisor
Call Management administration support to the General Motors account during its
transition to the outsourcing division of IBM. Duties included establishing all
aspects of the call routing and the establishment of all CentreVu Supervisor ac
counts within the General Motors Call Management System which had duplicated sys
tems in RTP, NC and Lexington, KY.
6. Volt Systems - {Cary, NC} Jul 2005 - Nov 2005
{Call Center Agent}
Capacity/Scope:
SBC Defined Contributions Team
Deliverables/Roles:
Provide information to SBC employees (past & present) regarding their Defined Co
ntributions benefits and to advise management as to the day-to-day functionality
of the Call Center Call Management routing.
6. AT&T Solutions - {Durham, NC} May 2000 - May 2004
{Senior Technical Staff Analyst}
Capacity/Scope:
Senior Technical Staff Analyst
Deliverables/Roles:
Remote administration & trouble shooting systems for national & international co
rporations that included but was not limited to: Textron Industries (125+ System
s in the USA and Canada), Metropolitan Life Insurance (20+ Systems in the USA),
United Health Group (20+ Systems in the USA), Honeywell (20+ Systems in the USA)
, Stanley Tools (20+ Systems in the USA), & American Express (20+ Systems World-
wide). Administration of 10,000+/- user LUCENT TECHNOLOGIES DEFINITY G-3R Telep
hone PBX Systems. Administration of 9,000+/- user LUCENT TECHNOLOGIES INTUITY A
UDIX Voice Mail Systems w/Automated Attendant. Administration of CMS Call Cente
rs (which included IVR/VRU, modular messaging, CMS, AES VOIP, Call Center Vector
s, Announcements, circuits, Firmware upgrades and System Backups). Remote instr
uction regarding the operation and use of end user equipment and terminals. Mai
ntained and kept current the disaster recovery plans for both the clients and AT
&T Global Solutions which included planning and scheduling disaster control exer
cises on a periodic schedule.
7. U. S. Department of Navy -Aug 1988 - Apr 2000 {Portsmouth Naval Shipyard, Kit
tery, ME}
[Civilian Telecommunications Specialist]
Capacity/Scope:
Civilian Telecommunications Specialist/Northern New England Area
Deliverables/Roles:
Proficiencies in designing (writing Life Cycle Management documents, preparing a
mortization tables to justify the procurement of more modern PBX platform, proje
cting the growth and capacity required for the optimum usage of the existing and
future PBX requirements, preparing and presenting communications specifications
to maintain a state of the art PBX system which would eliminate costly alternat
ive communications methodology to both the upper management and the end users),
managing & procuring telecommunications systems and components; coordinating and
scheduling end user installation & training Researching and developing justifi
cation for upgrading the AT&T DEFINITY G-2 PBX System to a LUCENT TECHNOLOGIES D
EFINITY G-3R PBX System. This included the type of presentations mentioned abov
e as well as obtaining realistic bids to provide the platform which would evolve
the PBX into the 21st Century communication system that would be needed by the
US Navy. Researching and developing justifications for upgrading the clerical p
ersonnel in my office to Automated Technician job titles and commiserate pay sca
les. Providing secretarial and payroll support for over 350 employees while on
overseas assignments. Negotiation and execution of procurement contracts. Pro
viding ongoing technical support for Portsmouth Naval Shipyard: maintaining the
functionality of technical support testing and training, managing weekly technic
al support meetings, and providing support for secondary product lines. I earne
d a reputation for resolving complex technical problems. Providing specific tec
hnical training to the Naval Security organization, which allowed dispatchers to
more effectively manage security communications.
8. AT&T Information Systems - {Manchester, NH} Jan 1981 - Oct 1985
{Sales & Service Representative}
Capacity/Scope:
Sales & Service Representative/Business Accounts/Northern New England Region
Deliverables/Roles:
Product sales and marketing to small to medium sized business in the Maine, New
Hampshire & Vermont region. To facilitate this I analyzed customer needs regard
ing telephone system configurations, conducted cold canvasses, prepared written
proposals. Negotiated and executed Customer Sales Contracts in excess of $250,0
00.00. I also obtained security deposits, issued work orders, insured timely wor
k completion with follow-up for customer satisfaction and handled customer quest
ions and complaints regarding billing and service.
9. New England Telephone Company/NYNEX - {Portland, ME} Apr 1969 - Dec 1984
{Directory Assistance Call Center Agent>Residential Business Office Representati
ve>Commercial Business Office Representative>Facilities Analyst}
Capacity/Scope:
My capacity with NET/NYNEX evolved from Directory Assistance Call Center Agent t
o Residential Business Office Representative to Commercial Business Office Repre
sentative to Facilities Analyst
Deliverables/Roles:
Analyzing performance levels of Telephone Central Office facilities and initiati
ng work orders to repair Telephone Central Office monitoring equipment. Prepari
ng complex statistical assignments, which included compilation and analysis of o
ffice workloads & absenteeism and performing complex operational functional acco
unting on internal mainframe computer systems for payroll and scheduling purpose
s. Acted in supervisory capacity in assigning work to coworkers. As a call cen
ter/directory assistance supervisor, I handled calls involving incomplete or vag
ue details and dealt with irate and abusive customers. As a call center/directo
ry assistance operator, I provided directory assistance to customers from around
the world for the State of Maine area and provided telephone routing and rate i
nformation for locations around the world to other operators.