Telecom / Call Center Analyst
Resume:
Joel R. Kitch
Marion, IA 52302
Cell: 319-***-****
ad5o61@r.postjobfree.com
CAREER EXPERIENCE
**/**/**** ** ******* Idle Time
Walgreens
Marion, IA 52302
09/27/2021 – 12/27/2023
Mgr: Brad Stainbrock
Customer associate / PT Cashier
Assist customers, maintain stock, store cleanliness, facing stock and contribute to the team effort as needed.
University of Iowa Hospitals & Clinics
1 month - Spring 2020
Contract w/Randstad
The goal for the contract was to draft a manual of procedures to support moves, adds, changes and problem incident response for legacy NEC and Cisco phone systems.
Concerns and uncertainties regarding COVID were surging and resulted in suspending the target project and need for my services.
Home Depot
4501 1st Avenue, NE
Cedar Rapids, IA 52402
PH: 319 – 294 – 0480
Mgr: Matt Austin
Customer Associate
2017 – 2019 PT
Assisting customers finding, selecting, purchasing and loading merchandise. Particular tasks included filling online orders for pickup and delivery; door greeter.
Time Warner Cable
7820 Crescent Executive Drive
Charlotte, NC
(via Insight Global)
09/2015 – 09/2016
Senior Telecommunications Engineer / Senior Call Center Analyst
Route calls and improve customer experience. Program Avaya Session Manager, vectors, vector routing, proprietary programs, etc.
APAC/EGS
11/2014 – 01/2015
Remote work from home
Telecom Analyst (contract) – supporting approximately 35 PBXs and Voicemails.
Performing MACs, station setups, Agent log-Ins, OneXAgent and voicemail, etc.
Troubleshoot issues including VoIP, ARS, calling permissions, connectivity, etc.
APAC/EGS 07/2013 – 03/2014
Call Center Analyst (contract w/MODIS)
Work with external client and colleagues to establish scope of work, collect data, plan and program a call center solution for a new client.
Develop and program an interim solution for the time needed to develop IVR programs and train Agents
Work with client, IT colleagues and business representatives to meet client needs.
Develop processes and procedures for the ongoing operation, maintenance, and backup of telecommunication equipment and systems to ensure product and service availability across the company
Proficient knowledge of call center technology, carrier transport and provisioning (T1, ISDN, T3) PBX systems
Marsh & McLennan Companies, Iowa City, IA 11/1990 – 01/2013
Telecommunications engineer / Call Center Analyst / Facilities Mgr. / Project Mgmt.
Avaya (14 yrs) – (Avaya Communications Manager, Intuity Audix VM, Modular Messaging, CMS and legacy systems)
Cisco (7 yrs) - Cisco Call Manager and Cisco Unified Messaging
Mitel (9 yrs) phone systems
Related Systems - Dictaphone Freedom call logging, Call Accounting System for windows, NICE Perform Express)
Install, repair and perform daily M/A/C on TDM & VoIP phone, VM, Call Logging and Call Reporting systems.
Remote troubleshoot CPE and carrier issues
Work with LECs; CLECs; and Inter-exchange carriers - Order, monitor, troubleshoot and disconnect DS0, DS1 and DS3 Voice & Data circuits as needed.
Work with business colleagues, office heads, network colleagues & external clients to design & program call flows using Avaya vectors, VDNs and announcements (integrated announcement cards and VAL Manager)
Access routers and perform router commands in support of voice communications.
Specify contracts for installation and installing and troubleshooting low voltage cabling.
Draft and distribute RFPs for infrastructure and CPE moves.
Maintain inventories of circuits, equipment, vector programs, etc.
Prepare business continuity plans and test
Marsh & McLennan Companies (cont.)
IT / Telecom Training
Avaya - Definity Basic Administration
Intuity Audix
Automatic Route Selection
Vectoring
Project Management
Window XP Administration
LAN Managers certificate course
@Kirkwood Community College
Facilities Management
Dual roles as Facilities management, Safety & Security duties and Telecom / Call Center analyst
Participated in and oversaw offsite warehouses and 3 moves to new locations
Performed expediter duties – moving supplies, making 1st & 2nd tier troubleshooting and repair on copiers, mailroom equipment, shredders, rolling shelves, etc
Coordinated with vendors for more complex / time consuming repairs or replacement
Monitored & maintained building intrusion, fire and water alarms, responded with police and fire to alarms
Maintained building infrastructure – including furniture tear down and set up, sprinkler systems, electrical, plumbing, HVAC, etc.
Projects
oResearched, recommended & arranged replacement of failed data center UPS
oOversaw personnel re-locates ~20 programmers to offsite location, 8 CSRs to offsite location, ~22 accounting personnel 1st to one site and then another, ~35 client administrators to offsite location, ~ 8 marketing department personnel to offsite in another city. Arranging for low voltage cabling, carrier circuits for communications.
oDe-facto project manager – working with contracted project manager, construction managers specifying RFPs, recommending and seeking bids for security systems, low voltage cabling, purchase and installation of backup generator / ATS, moves of computer room UPS, PBX/ACD and moving personnel from 3 locations to one new building
Other Skills and Experience
Project management – building & personnel moves and re-purposing – telecom, network cabling, office furniture, security, access control, Carrier and Vendor ordering – to resolve issues, etc.
Facilities Management, Electrical / Mechanical, Plumbing, Appliance Repair and Building maintenance (carpentry, painting, furniture repair, plumbing, etc), construction, pre-cast concrete, etc
Security and safety – police officer, correctional officer, office safety & security and retail security
Customer service skills in various environments
Commissioned Sales
Aviation Electronics
Receive and distribute shipments of office
supplies, equipment, etc.
Respond to burglar, fire alarms and coordinate
with city police & fire department
Manager References
Stacey Trimberger – Time Warner Cable
PH: 704 – 731 – 3052
Sept 2015 – Sept 2016
Kathy Desterhaft APAC / EGS
Niever Luege – APAC / EGS
PH: 319 – 731 – 7847
Mark Brunini – Marsh & Mclennan
Companies Work Phone: 857 – 362 – 2011
Email: ad5o61@r.postjobfree.com
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