Terry Harris

*** **** ********** ******* *** ***

Burnsville, MN 55337

Phone: 952-***-****

acs5pi@r.postjobfree.com

Objectives

I am seeking an Information Technology position where I can use my experience with networking and Contact Center technologies. I am looking for a challenging environment where my skills will be a benefit to the business and where I will be able to help the business achieve its goals.

Skills

MS Windows server 2008, 2012, Local Area Network(LAN), TCP/IP, CISCO Routers, Switches

Windows XP, Windows 7, Windows 8, Server 20008 and Server 2012

Active Directory and Group Policy Management,

Microsoft Office, VM management with VirtualBox and HyperV, VPN setup, and firewalls

Cisco Unified Communications Manager (Call Manager), Cisco Unity Connection,

Cisco Unified Contact Center Enterprise (UCCE), Cisco Voice Portal (CVP)

Cisco Unified Border Element (CUBE), Cisco Unified SIP Proxy (CUSP)

NICE Call Recording (NIM), Cisco Mediasense

ShoreTel PBX and UC Solutions

ShoreTel Contact Center

Apple OSX Maverick Server Administration

Education

Obtained A.A.S. degree in Network Administration from Dakota County Technical College in Dec. 2014

4.0 GPA for the last year of college.

Made Dean’s list three times

Completed USMC basic training in March 2004

2831 AN/TRC-170 technician

Graduated Rosemount high school in June 2003

Lettered in Mock Trial

Track and Field athlete

Accomplishments

Vice President of Business Professionals of America Dakota County Technical College chapter for fall of 2012

Member of the Student Senate at Dakota County Technical College

Member of Phi Theta Kappa Honor Society at Dakota County Technical College

Career History

MCM Services Group, Eagan, MN

July 2015 – Present

Technology Administrator

Performed Troubleshooting on IT infrastructure and Telephony Environment

Maintained Contact Center and IT Infrastructure

Acted as SME for IT infrastructure, Telephony Environment, Contact Center equipment

Administered Proprietary systems for company use

Managed Documents for clients and projects

Prepared and executed Project Plans for new Contact Center Applications (Email Queue and Auto Dialer)

Worked with Business Users to review and complete Service Requests

Configured IP Phones and Cisco Softphones for Contact Center

Aston technologies, St. Louis Park, MN

January 2015 –July 2015

Field Engineer

Configured Gateways for voice traffic and CVP as well as Voice VLANs on switches

Performed Troubleshooting on ICM and CVP scripts in a Contact Center environment

Configured ICM environment including PGs, Router, CUIC, Loggers, and AW/HDS

Created ICM routing scripts, administration scripts, and CVP Studio applications

Configured IP Phones and Cisco Softphones for Contact Center

Created Call Flows and Visios for clients

Worked with Business Users to review and complete Service Requests

Acted as SME for NICE Call Recording during an outage

Activision Blizzard, Eden Prairie, MN

June 2013 to October 2014

QA Tester

Tested pre-release video games

Verified their functionality, data content, and performance

Ensured 1st Party Compliance and usability/playability of games

Determined their hardware/software compatibility with various consoles and PCs

Walgreens Apple Valley, MN

May 2005 to October 2012

Photo specialist

Managed supply order to be cost efficient while keeping supplies in stock

Controlled Inventory through supply management and efficient ordering skills to keep costs down

Recorded all supply orders on a weekly basis to maintain an accurate assessment of supplies on hand

Discussed areas of concern with customers in their photo projects and then communicated with each customer to ensure their desired objectives were met leading to improved customer satisfaction

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