Engineer Manager

ExperienceD Telecommunications Professional

Summary

. Twenty plus years experience supporting call centers and enterprise

communications environments in roles that include: engineering,

management, project management, design, installation, operations,

maintenance, cost reduction/avoidance, optimization and vendor

management.

. Project management of large scale systems installations (some multi-

Million dollar) with responsibility for: financial planning (project

costs, cost reduction and avoidance, on-time/under budget delivery of

systems and services), vendor coordination and negotiation and problem

resolution as well as managing the telecommunications professionals.

. Engineered small to large scale ACD/PBX Call Center Telephony systems

including design, gate/queue/split assignment and inbound handling

routines, outbound least call routing, and customized system

reporting.

. Practical Call Center Telephony engineering experience includes

systems from Rockwell/Collins (now Aspect), Nortel, and

AT&T/Lucent/Avaya as well as Telephone Company based Centrex services

and AltiGenVOIP technology. Additionally, provided engineering and

operational support for predictive outbound dialers from AT&T

(EIS/SER), Melita and Davox (both part of Aspect).

. Engineered national call routing for inbound (800/888) services in a

multi-site, multi-vendor environment with products such as GeoTel as

well as the design and installation of the switch side interface to

CTI applications such as IVR and call monitoring systems (Witness).

Professional Experience

Contractor/Various Companies 2008-2010

Contract Telecom Engineer.

. On a contract basis provided telecom support to small business

companies on their voice and data systems and networks.

. Contractor with Brazen Technologies. Provide installation and support

to their customer base for voice telecom services on AltiGen Telephone

Systems and a variety of data networks and systems. Installed three

AltiGen Telephone Systems for their healthcare customer tying together

four operations in NW Arizona and supporting over 200 users.

ServiceStar, LLC 2007-2008

Telecom Engineer /Support Manager.

. Engineered, maintained and operated an AltiGen VOIP ACD/PBX including,

inbound and outbound call routing, IVR routing and announcements,

trouble shooting and reports.

. Managed a staff of technical support personnel responsible for

installation and maintenance of desktop workstations, applications,

servers and network (MS Server 2003) for over 200 users.

Personal Sabattical 2006-2007

. Took a personal hiatus in order to care for a family health emergency.

Lou Grubb Chevrolet -Auto Nation. - Peoria, AZ. 2004-2005

Sales Consultant

. Worked with potential customers to determine need. Supplied information

regarding available vehicles, features, and pricing. Assisted in

contract negotiation. Delivered vehicle to customer and provided

periodic follow-up to assure satisfaction.

Direct Marketing Services, Inc. - Phoenix, AZ. 2003

Director, Information Technology.

. Managed the system engineers providing support for the voice and data

network as well as the Programming group that developed the scripts

used by the outbound calling agents, daily production processing to

sort the prospective calling lists as well as designed, created and

executed reports as required.

. Responsible for system operation and maintenance of all technology

systems and services within the organization including networks,

telecom, workstations, Call Center oftware/hardware/functionality.

. Worked with engineers to review and redesign traffic routing for the

Aspect ACD and SER predictive dialers, the voice and data networks.

AG Communication Systems - Phoenix, AZ. 1998-2002

Product Manager.

. Product management of Centrex Call Center products offered by AGCS

including product features and functionality, development and testing

schedule, vendor management and cost/pricing of products.

. Accompanied sales executives to provide technical and engineering

support in product presentations to customers and evaluating the needs

and requests of the customers to form the requirements for future

product releases.

Lucent Technologies (now Avaya) - BCS, Basking Ridge, NJ. 1996-1998

Market Manager.

. Provide relationship support between Lucent Technologies and the

predictive dial vendors that utilize the Lucent (Avaya) Definity

Communication Systems.

. Provided input and managed the reseller or referral agreements,

resolving issues and maintaining Lucent's best interest in all

business transactions with these vendors.

. Worked with Davox Outbound (predictive) Dialing Systems during

marketing relationship.

American Express Technologies, Phoenix, AZ. 1984-1996

Lead Engineer/Director of Call Center Engineering.

. Managed a staff of telecommunications engineers and specialists

including periodic performance reviews, approving department

expenditures, budget planning and represented the departments at

project review and approval meetings.

. Supported ACD operations (Rockwell, AT&T/Lucent/Avaya) including

engineering, capacity planning, feature enhancements, hardware and

software upgrades and installation of network services.

. Supplied the engineering, installation and technical support of

predictive dialing systems provided by AT&T/EIS (SER), Melita and

Davox.

. Managed vendor relationships to insure timely response to issues and

provided recommendations for changes to hardware and software based

upon customer input.

. Management of single and multiple systems projects by issuing and

reviewing RFI/RFQs, negotiating contracts with vendors, establishing

tasks and timelines, enforcing budgets and communicating project

status.

. Successfully installed numerous call center and predictive dial

systems.

Certifications and Other Skills:

. Formally trained on CMS, Vector/VDN design and network routing for the

Avaya and Rockwell International Systems, as well as engineering of

the AltiGen VOIP Telephony Systems

. Intermediate experience with Microsoft Word, Excel, PowerPoint,

Outlook and Visio.

. Familiar with Microsoft Windows Server 2003 environment including use

of Active Directory.

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