Eric D Burno
**** ******** ***** *** ***, San Antonio, TX 78229
*********@****.***
QUALIFICATIONS SUMMARY
An IT professional who is a highly, organized, resourceful professional with over 12 year of Telecommunication experience including voice and data experience. Co led Business Continuity actives on a yearly basis for both voice and data infrastructure. Leadership capabilities in technical research, development, acquisitions and business operations have been proven.
Professional Experience
July 1 2009- February 25 2010
JP Morgan Chase, San Antonio, TX
Senior Business Strategy Analyst II
Analyze and translate technical requirements in a form that can easily be understood by all audiences (IT, Business Units, and Management
•Offer strategic advice to business unit(s) by defining and developing the business processes from the technology scope
•Support desk top applications such as web phone, citrix, agent phone configuration and reporting
•Proactively identify potential problems and develop and implement technical solutions
•Support the Avaya enterprise on the Avaya FCE platform (Flatten, Consolidated, Extend)
Assisted with Cisco Call manager
Implementing; trouble shooting and analyzing CDR’s
•Managed the Avaya PBX
Established new VOIP handsets and extensions
Maintained all moves, adds and changes
Assisted with trouble shooting bad handsets or other hardware on the Avaya PBX
Managed the Aspect ACD
Monitored and reported and broken hardware to the Aspect help desk
Implemented NIQ between 3 contact centers
Managed all reporting
Created desk top reporting canvases
•Managed the AT&T ROUTEIT application to ensure that all calls were routed correctly
Ensure toll free numbers were provisioned to route calls accordingly to each location
Managed the provisioning of all ROUTE IT site terminations to allow percent allocated call routing
Worked any issues with calls not terminating at the pre determine site
Worked closely with vendor on any network or call routing issues
Provision toll free numbers for transfer connect
Designed call routing logic per toll free number
•Managed the SYMON enterprise reader board
Consisting of 5 server and over 80 reader boards
500 plus data sets and graphics
Managed vendor relationship with the SYMON local and National account team
Oversee the health of the SYMON server and keep inventory of the SYMON license for the server and client applications
•Participated in the Data and Voice network resiliency testing on a quarterly basis
•Analyze and translate technical requirements in a way that could be understood by all audiences (IT, Business Units, and Management).
•Managed the installation of DS3’s, OC-3 and SONET rings to support the voice Managed the
July 2007 – June 30 2009
Washington Mutual, San Antonio, TX
Senior Business Strategy Analyst
•Offer strategic advice to business unit by defining and developing the business processes
•Research and identify enabling systems and new technologies
•Provide technical support to business unit by analyzing new software programs and hardware equipment
•Analyze and translate technical requirements in a form that can easily be understood by all audiences (IT, Business Units, and Management).
•Perform cost/benefit analysis on new technology
Support the Avaya PBX
•Managed servers to ensure all updates were in place
•Analyze voice network utilization for the Contact Centers
Manage the SYMON enterprise consisting of 5 servers and several LCD and Plasma boards
•Proactively identify potential problems and develop and implement technical solutions
•Vendor management
October 2005 – July 2007
Clarke American Checks, San Antonio, TX
Senior Network Analyst – Voice and Data Network Infrastructure
•Architect and implement the voice network for four contact centers that answer 75,000 calls daily
•Manage vendor relation with local and long distance account teams
•Manage the implementation of complete network redundancy for the contact centers
•Oversee the LAN/WAN to include installation and maintenance of Cisco routers and switches
•Participated in the Data and Voice network disaster recovery
•Lead voice capacity planning for contact centers to ensure 99% of incoming calls are answered
•Monitor and trouble shoot data network issues
•Manage and deliver technical support for the AT&T ROUTEIT application
August 2003- October 2005
Clarke American Checks, San Antonio, TX
Voice Network Engineer II – Contact Centers Voice Infrastructure
•Managed and designed the voice network for 6 Contact Centers
•Assisted with the implementation of OC3 self-healing SONET rings
•Managed the migration of DS3’s, OC-3 SONET rings, AT&T ROUTEIT application and over 110 toll free numbers from AT&T retail to AT&T wholesale
•Managed provisioning of toll free numbers for allocation routing and transfer connect
•Oversee the voice network consisting of 3DS3’s
•Administered the AT&T Business Direct application for the company
July 1999– August 2003
Clarke American Checks, San Antonio, TX
Voice Network Engineer I – Contact Center Voice Infrastructure
•Analyzed voice & data trunk utilization for all contact center networks
•Interfaced with carriers and ACD vendors to resolve trouble tickets
•Administered call load balancing process
•Managed project information to control schedule, performance standards and budget
•Implemented and maintained telecommunication systems for all contact centers
•Managed the AT&T ROUTEIT application, ACD call routing and toll free numbers
November 1996 – July 1999
MCI WorldCom, San Antonio, TX
Local Field Support – Lead Specialist
•Support for local Telco issues
•Managed the provisioning of toll free numbers
•Manage Resporg of Toll Free numbers
•Ensured quality customer experience by monitoring phone calls, validating orders and conducting monthly coaching sessions with representatives
•Provided customer support through order processing and resolution of trouble tickets
•Trained new hires in order activation processes/procedures
Education
University of the Incarnate Word, San Antonio, TX
Bachelor of Business Administration, Computer Information Systems
Trinity Valley Community College, Athens, TX
Associate Degree, Science
Certifications
ITIL Service Management
(Information Technology Infrastructure Library)
Other
Board of Directors for the Southwest Diamonds
Board of Directors for Kappa Alpha Psi
Board of Directors for 1st Responders