COLLEEN PEACOCK

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

Bellefontaine, OH 43311

937-***-****

SENIOR TELECOMMUNICATIONS SPECIALIST / PROJECT MANAGER

Dublin OH January 2015 to November 2022

Telecommunications professional with more than 20 years of increasingly responsible experience in the planning, installation, upgrade, troubleshooting, configuration, support and daily administration of state-of-the-art wired and wireless communications systems, highly organized with the ability to efficiently manage multiple projects and resources. Solid technical knowledge of Avaya, Cisco, Aspect ACD, Siemens and other systems combined with a strong business sense for purchasing, cost control, vendor management, staff leadership and problem solving.

Competencies:

Project Planning & Management Installations, Upgrades, Adds, Moves & Changes

System Administration & Support Troubleshooting & Resolution

Equipment Comparison, Purchasing & Tracking Vendor & Contractor Management

Customer Relations Staff Supervision Expense Tracking & Control

PROFESSIONAL EXPERIENCE

Xerox/Scotts Miracle-Gro, Marysville, OH April 2005 to January 2015

Scotts Miracle-Gro

Sr Voice Engineer

Perform daily administration of Avaya, including moves, adds, changes, trouble resolution, system updates and backups. Administer Modular Messaging voice mail system, call accounting system, and automatic call distribution/call management system. Make changes as necessary to caller applications, call processing vectors, trunk configurations, Call Management databases and user telephone sets, assisted in administering domestic and international video conference systems. Maintain inventory of telecommunication equipment to provide prompt service and support to users. Manage Blackberry wireless devices including configuring and deploying new devices, management of inventory, upgrades and patching, and support. Departmental cellular phone support, including managing cell phone inventory, international travel loaner phones, travel power adapters, etc. Administer billing, including validation of monthly invoices from multiple equipment, network, and wireless vendors. Support audio-visual solutions, including integrated projection units, public-address solutions, and Crestrons. Train users on the use of phone system, voice mail, video conference systems and wireless telephone systems. Document telecommunication equipment, network, policies and procedures. Work with multiple telecommunication company representatives and vendors to coordinate the installation, relocation, and/or removal of telecommunication equipment. Perform traffic studies, new PBX or key system evaluations, and new technology evaluations for financial and technical feasibility. Assist and recommend telecommunication solutions for remote sites,participate in the installation of telecommunication solutions.

Successfully participated in the rollout of Avaya S8300 LSP systems to all lawn service offices.

Assisted in the upgrade and install of Avaya CM 5.2 and Modular Messaging, perform daily system administration of Avaya CM 5.2 and Modular Messaging.

Colleen K. Peacock Page 2

UNIVERSAL TELESERVICES Phoenix, AZ Sept. 2002 to Sept 2004

Telecommunications Manager

Full responsibility for the planning, implementation and maintenance of new technology and technology upgrades for a telecommunications system supporting 2 call centers (inbound and outbound) with 350 agents providing outsourced telesales service to customers such as Nextel

and Citibank. Equipment and technology includes Aspect ACD, Toshiba PBX, SER outdialers, IEX Workforce Management system, and Customview Report Runner.

Perform adds, moves and changes to equipment and telecom system databases to provide proper call routing. Maintain knowledge of current technologies, evaluate and compare telecom equipment, make recommendations for purchases, create requisitions, and communicate with vendors regarding purchase and delivery. Review customer billing to ensure accuracy.

Saved $25,000+ per month by compiling an accurate telecom circuit inventory and eliminating unnecessary circuits.

Managed installation and conversion of all telecom network services to 2 new OC3s.

MSXI, INC. (CONTRACTED TO QWEST) Phoenix, AZ 2001 to 2002

Implementation Project Manager

Project managed upgrade of computer LANs for 23 public schools in Arizona to meet contractual obligations of this local Bell company (Qwest). Worked with network engineering team to determine upgrade requirements, purchased equipment and coordinated and managed wiring teams. Served as liaison with school district on the design, implementation and acceptance of the installed product. Supervised 25 technicians at 3 locations (school districts).

Took over troubled project and turned it around by reviewing all designs, re-inspecting all sites, and initiating corrections to designs prior to installation. Completed installation and acceptance of 23 schools in assigned district in less than 6 months while assisting other districts.

ERICCSON, INC. Queen Creek, AZ (telecommuted) 2000 to 2001

Installation Project Manager

Planned, scheduled and managed wireless adjunct system installation projects at customer sites for the Digital Wireless Office System division of this telecommunications equipment provider. Held overall responsibility for customer experience from project kickoff meetings to weekly status updates, customer acceptance at project close and post installation problem resolution. Managed project schedules and worked closely with management to control project risks involving schedule, budget, technical issues and personnel. Reviewed customer orders, inspected installation sites to ensure order accuracy, processed orders and tracked delivery. Supervised installation teams of up to 10 technicians performing wiring, hardware and software installation. Provided software programming team with customer requirements for station programming of Lucent, Avaya, Nortel, Siemens and NEC systems.

Successfully managed multiple projects concurrently coordinating with wiring contractors, software technicians and other service providers remotely to prepare teams for installations.

Colleen K. Peacock Page 3

CHARLES SCHWAB & CO., INC. Phoenix, AZ 1991 to 2000

Aspect ACD & Siemens Tier 3 Support / Telecom Network Administrator (1997-2000)

Evaluated and coordinated installations of all telecom system upgrades nationwide for this national stock brokerage / financial services firm. Ordered, tracked, installed and maintained all circuits needed to meet the telecommunications and data requirements for 3 Phoenix call center locations. Resolved escalated problems working with Tier 2 telecom staff and vendors. Managed the procurement and tracking of all cellular telephones and pagers for a 200-person facility. Performed system support and administration functions for Rolm PBX, Picturetel video videoconferencing equipment, Spectrum radio system and WOS system. Guided 12 telecom

analysts in 4 call centers. Improved communication among telecom employees between buildings by recommending and overseeing installation of a wireless office system in the data center.

Received numerous monetary bonuses for exceptional performance.

Senior Telecommunications Analyst & Infrastructure Lead (1991-1997)

Telecom Project Manager for move into a new 300,000 square foot call center facility and the largest build-out project undertaken by the company. Held full responsibility for equipment layout, purchasing and contractor management on installation of 3 Aspect ACD systems, a Siemens HiCom PBX, telecasters, Nice voice loggers and videoconferencing equipment. Performed adds, moves, changes and installations and maintained Aspect ACD database to include programming for call control tables, routes, users, trunking and reporting. Served as backup to companys national telecom traffic department using AT&T Route It.

Successfully completed build-out project 3 months ahead of schedule.

Earlier experience as a Rolm System Telecommunications Analyst for Telecommunications, Inc. (1986-1991).

CERTIFICATIONS & TRAINING

Rolm 8000 CBX System Administration, Rolm 9005 System Administration, Siemens/Rolm 9006 System Administration

Aspect ACD System Administration, Advanced System Administration and Custom Report Administration

Lucent/Avaya G3 System Administration, Avaya 8720 and 8300 systems, AT&T Route It System Administration, Ericcson Digital Wireless Office System Administration

TECHNICAL SKILLS

Hardware: Siemens PBX, Rolm PBX, Toshiba PBX, Aspect ACD, Avaya, OC3, SER outdialers, Picturetel videoconferencing, Spectrum radio system, Routers, T-1 DSU/CSUs, Ethernet protocol test equipment, hubs, Ethernet switches, transceivers, bridges, cat5e wiring, fiber optic cabling, cabling for data communications, patch panels

Software: Excel, Word, Project, VISIO, Outlook, Exchange, Windows NT/2000, Aspect ACD database

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