Portfolio

Technical Skills

MS XP/Vista/7

MS Office Suite

Aspect

InterTel

CRM

SalesForce

Routers

Switches

Servers

SEO

PBX

Sonicwall

T1, MPLS, ISDN

VOIP, DHCP, DNS,

Dell hardware

BGP, WAN, LAN

Call Routing

CTI

ACD

Auto dialer

SQL

Active Directory

Exchange Server

Group Policy

Management

Workforce

Data Center

IT Projects & Ops

Call Center Ops

Telecom

Disaster Recovery

NOC / CoLo

Vendor / Partner

Summary

Seasoned and solutions-driven candidate possessing IT management experience.  Strong combination of technical knowledge with tested leadership skills.  Senior level experience in the management of IT teams and voice/data network infrastructures on a national scale.  Expert in developing solutions that support long-term business plans and add incremental value.

Work History

Work History
Jul 2011 - Present

IVR / Telecom Analyst

First Choice Power

Responsible for the management and operational strategy of the telephony and integrated voice response (IVR) solution. Direct external business partners who provide service, support or interface with telephony systems. Responsible for performance of the solutions supporting operations. Act as subject matter expert for technology and call processing operations including IVR, computer telephony integration (CTI) and telephony infrastructure. Responsible for defining, managing and testing all changes/projects associated with the environment across multiple platforms and service providers.

  • Implement and manage new telephony systems; define requirements for changes associated with systems.
  • Define and execute test plans, cases, and scenarios.
  • Interface with product teams and consult with management on strategic use of IVR.
  • Produce project reporting and manage communication across multiple levels of management.
  • Manage all IVR call processing changes and perform call flow troubleshooting.
  • Document, track, and analyze IVR performance issues; provide recommendations for IVR process improvements.
  • Maintain logs and inventory and manage call allocation and routing.
  • Develop, manage and analyze daily, weekly and monthly performance reports; present analysis to management.
  • Develop effective relationships with outsourced service providers and business partners.
  • Conduct status meetings with vendors.
Feb 2011 - Jul 2011

Senior Voice & Telecommunications Administrator

SOURCECORP

Act as the subject matter expert in methods, best practices and standards related to telecom design, performance and capacity planning. Responsible for the ongoing support of the systems that monitor and notify of critical issues within the IT infrastructure, remediation of daily incident tickets, system compliance, adherence to policy/procedure, and system design/implementation.

  • Develop and maintain international telecommunications infrastructure for global enterprise with mission critical systems requiring fully redundant service spanning across 8 countries.
  • Oversee the successful upgrade of all phone system components and end user devices.
  • Prepare the budget of the telecommunications systems, operation and maintenance
  • Deeply integrated with the network services team to ensure compliance with various regulations including:  PCI, DIACAP, HIPPA, SOX, and FISMA.
  • Implement FoIP solutions using RightFax in highly available configuration.
  • Provision all MPLS, PRI circuits and LD/toll free services.
May 2009 - Dec 2010

Manager, IT & Network Services

XPS Solutions

Directed and managed IT & Network Services team for a national contact center which focuses on the technology needs of clients in industries such as telecommunications, self storage, and gas & energy.  Each solution is customized to deliver premise and cloud based CRM, reporting, payment processing, telephony, and marketing efforts all tightly integrated and fully supported by the IT & Network Services team.

  • Design, configure, and maintain network & telco infrastructure components.
  • Configure IVR, auto dialers, and call routing / ACD on PBX.
  • Supervise workforce management team and all contact center metrics, schedules, and strategies.
  • Plan, develop, and design network management and maintenance projects, including policies and procedures, operational improvements, backup and archival files, and evaluate new technology integration.
  • Deploy quality control solutions using CTI, screen-pop, recording, and data dips.
  • Monitor utilization trends, manage network performance, and assure maximum uptime.
  • Perform ongoing analysis and tuning of the network to improve performance.
  • Manage all IT and support staff in a 200 seat call center and remote offices.
  • Top technical expert on network services, telecommunications infrastructure, and hosted solutions.
  • Identified and implemented telco savings of $200k with the deployment of a cutting edge VOIP PBX.
  • Increased revenue by 2% per client by introducing service redundancy resulting in 99.999% uptime.
  • Provide guidance, training, and mentoring to less experienced staff.
  • Implemented internet fault tolerance and failover solution for all sites.
  • Offered higher quality of service to web clients with network load balancing and performance tuning.
  • Mitel, Astrisk, & Cisco phone systems maintenance, upgrades, and capacity planning / reporting.
  • Expanded network infrastructure to 2 remote locations maintaining all client SLAs.
  • Skills utilization allowed a savings of over $100k in 6 months by eliminating contracted services.
  • IT & Telco subject matter expert for all client issue escalations and partner integration.
  • Collaborate with vendors and clients to ensure smooth project implementation.
  • Implement SalesForce CRM for internal and partner deployment.
Jun 2006 - Mar 2009

Systems Administrator

Assess Systems

Coordinated efforts with other IT teams to manage overlapping processes supporting back office and production systems in multiple collocation facilities.

  • Support domain of 75+ users, 30+ local development servers and 10+ 24/7 offsite production servers.
  • Successful upgrades include SQL 2005, Exchange 2007, Win 2000 domain to 2003, ISA, MOSS 2007.
  • Designed and implemented disaster recovery plan using tape, NAS, and introduced BackupExec.
  • Implemented network monitoring system and process SLAs at 99% uptime.
  • Provide user support/helpdesk as well as training on new software.
  • Implemented SharePoint 2007 and serve as the farm administrator.
  • Provision and deploy new site collections using SharePoint Designer.
  • Establish paperless office and enable document search and archive using forms and indexing.
  • Automate business processes using workflow and mitigate risk using smart document routing.
  • Discovered cost savings initiatives and vendor selection for $30k savings in new laptop deployment.
  • Track site performance and provide feedback on SEO for greater web presence.
Mar 2005 - Jun 2006

Network Administrator

Impulse Transportation Inc.

Tasked with establishment of entire information technology infrastructure for a transportation services provider.  Conceptualized, initiated, planned, built and implemented 100% of the network hardware, application services, and domain presence on time and under budget throughout establishment.

  • One man IT dept. for small start up business.
  • Built, configured and supported entire network and domain from the ground up.
  • Trained new hire to take over my position and still provide consulting help to date.
  • Oversaw the daily operation of the company LAN, WAN, email, and telco infrastructure while also contributing to the operations of other departments as needed.
Mar 2001 - Mar 2005

Operations Supervisor

Experian

Oversee development of contact center staff and deliver outstanding customer service in a large FTC regulated contact center.  Ensure required metrics were achieved to avoid costly fines while working with senior management to initiate programs and services that support ongoing success.

  • Directly supervised and supported 20 contact center employees. 
  • Worked on various projects with Sr. Staff to identify opportunities for business growth.
  • Support operations staff and technical staff in help desk tickets.
  • Create and publish call flows and volume forecasts for over 50 queues and 1,000 toll free numbers.

Education

Education
Sep 2001 - May 2005

MCSA / MCITP

Collin College

References

References

Lois Glasgow

Laura Mauldin

Jason Liu