Customer Service Manager

Chris March

Email: *********@********.***

Address: **** ******** ****

City: San Jose

State: CA

Zip: 95125

Country: USA

Phone: 408-***-****

Skill Level: Experienced

Salary Range: 75

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CHRIS MARCH

2743 Thrasher Lane

San Jose, CA 95125

Mobile: 408-***-****

Email: *********@********.***

OBJECTIVE: Telecommunications Engineer in a collaborative

environment where I can exercise my creativity and problem

solving skills on the corporate communications systems, my

knowledge and experience can continue to grow, and I can

enjoy making a measurable contribution to the company`s

success.

QUALIFICATIONS

Strong telecommunications and information systems background

in a variety of dynamic environments.

Highly proficient hands-on technical ability, project

management, organizational and troubleshooting skills with

hardware and software including Avaya Aura Communication

Manager, Nortel CS1000 VOIP; Audix; Octel 250; CallPilot

Voicemail; Voice Announcement Manager; Avaya and Nortel Call

Flow Technologies including Vectoring, EAS and Nortel CCMS

Scripting; Avaya IP Agent & Avaya VoIP; Avaya Contact Center

Elite; Avaya Conversant IVR Application design; Avaya Call

Management Software (CMS); CMS Supervisor; Avaya Conversant

IVR; Nortel MPS IVR; Avaya DCS Networking; CLAN programming;

WCR/ARS; UDP; AAR; EC500; ISDN PRI; Sun Solaris; Polycom

Conferencing; Veramark ECAS CDR Software; UtilCall Call Flow

Extract software for Avaya PBX`s; Windows XP/7 Professional /

Windows Server 2008; Word; Excel; Project; Visio.

Experience with Cisco Unified Call Manager; Cisco Unity Connection

Experienced at reducing costs while improving internal and

external customer experiences.

Recognized for assessing needs, documenting processes and

improving efficiencies, and creative problem solving; excellent

customer and vendor relations.

PROFESSIONAL EXPERIENCE

08/10 to Information Technology Infrastructure Specialist

Present HEWLETT PACKARD, ONSITE AT SYMANTEC INC. /

SYMANTEC INC, MOUNTAIN VIEW, CA

Acquired as part of the Symantec purchase of the

VeriSign Authentication / SSL business unit Supported

Authentication Business Unit with Avaya S8700, Octel

250 Voicemail, Nortel CS1000, Nortel Call Pilot, Nortel

CCMS with Follow the Sun Routing, and with approximately

800 users and four worldwide call centers

Created new call flows for additional Authentication

products; responsible for migrating MPS IVR call flows

to CCMS scripting; modified existing CCMS scripts to

improve report metrics

Responsible for time of day routing and call flow

customizations when required for Authentication

maintenance outages and meetings

Assisted with Symantec worldwide telecom tickets using

Cisco Unified Call Manager and Cisco Unity Connection

8/05 to Telecommunications Engineer

8/10 VERISIGN, INC.; MOUNTAIN VIEW, CA

Supported Mountain View Campus with 2 S8700 Servers and

Octel 250 Voicemail with approximately 1500 users

Worked both as member of Telecommunications Group and

also as sole Telecom support for Mountain View Campus.

Conducted all moves, -new hire- adds, and changes for

(1500 person) campus, including a series of moves which

changed locations for approximately 75% of the Mountain

Supported multiple customer contact centers with over 200

agents using Avaya Expert Agent (EAS) and vectoring with

statistics measured using Avaya CMS

Designed and documented call flows and switch configuration

using MS Visio and UtilCall Call Flow Extract

Created procedures and instituted regular CMS maintenance

and CMSADM backups.

Improved the efficiency of system administration by conducting

database cleanup which removed obsolete programming including

unused stations, vectors, vdns, announcements, and voicemail

boxes.

Administration and troubleshooting of Cell phones and

Smartphones

Worked on campus Nortel VOIP rollout including CCMS

programming with Follow the Sun Skillsets, VMPS maintenance,

tracing switch ports for VOIP VLAN configuration, VOIP phone

programming and troubleshooting.

1/04 to Telecommunications Technician

6/05 ADVANTEL; SAN JOSE, CA

Worked as dedicated on-site telecom support for one large

customer (Google) from January 2004 to March 2005.

Conducted all moves, -new hire- adds, and changes for (2000

person) campus from January 2004 to August 2004.

Moved to assist ACD/IVR Administrator with ACD and CMS

programming and maintenance, which included designing,

writing, and modifying vectors and updating CMS programming

in three Callcenters from August 2004 to March 2005.

Documented all Vectoring Callflows via Visio Diagrams and

Excel.

Documented agent setup process, created documentation for

CMSADM and CMS maintenance backup procedures for remote

site staff usage; created service observing and recording

procedure using digital recorders connected to 2420 phones.

Conducted agent moves and adds within Callcenter.

Recorded and converted .wav files to 8 KHz mu-law files

and used ftp client to upload to VAL announcement board

when Avaya VAL announcement manager software experienced

upload failures.

Successfully installed and configured SUN Blade servers

running Avaya CMS.

Conducted EAS Callcenter conversions of existing Callcenters

including design and writing of entirely new vector callflows.

Troubleshooting on Avaya Contact Center Elite.

Troubleshooting and programming on Octel 250 for a client

who had vectoring interwoven with multiple Octel auto-attendant

schedules

Modified and documented UDP and AAR digit conversions allowing

company to 5-digit dial to remote corporate sites using Direct

Dial public facilities.

6/95 to Senior Telecommunications Analyst / Telecommunications Manager

8/03 LIFEGUARD, INC.; SAN JOSE, CA

Streamlined telecommunications programming and services

saving the company over $10K per year.

Negotiated contract with SBC for reduced rates by approximately

30% on IntraLATA 800 and outbound calls (70% of total calls

for the company).

Designed and developed user and system documentation which

included Vector Call flows, DCS Network, Start Up,

Emergency Shutdown and preliminary Disaster Recovery procedures.

Converted Customer Service and Medical Services call

center to Lucent / Avaya Call Center Elite to utilize

skill-based routing, which increased agent productivity

by more than 25% and improved first-call resolution.

Researched Video Conferencing with multiple vendors prior

to item removal from budget

Co-designed, Implemented, and Administered Conversant

IVR that allowed 22% of inbound calls to be handled without

the intervention of a live agent.

Set up Blue Pumpkin Workforce Management software to

interface with Avaya CMS, which enabled Customer Service

to reduce Department budget by 2 FTEs.

Maintained better than 99.9 % uptime on 2 AVAYA G3Si PBXs,

1 AVAYA G3csi, and 1 AVAYA Intuity Audix voicemail system

supporting 600 users.

Designed and implemented one satellite office in the Bay Area

and one in the Central Valley for use primarily as a remote

call center to improve Customer Service staff recruitment

and retention.

Installed redundant telco entrance facilities that decreased

the risk of loss of LEC and LD telecom services by 50%.

Installed 3rd-party Audix reporting software to track voicemail

traffic and plan capacity requirements for ports and storage

as the company grew.

Initiated and coordinated weekly inter-departmental move

meetings, which improved the efficiency and orderliness of

intra-company moves.

Co-designed initial Expert Agent Skills configuration and

vector routing with Lucent and became primary vector and

skill designer and writer for all call center groups.

Trained Call Center and Telecom staff on CMS report

interpretation, IP Agent, Expert Agent, and ACD concepts

and features.

Assisted with corporate wind-down, which included organizing

billing records and disconnecting telecom services, which

conserved more than $5K worth of cash during the final months

of the wind-down.

Designed and programmed vectoring and automated attendants

to assist in dissemination of company status to Lifeguard

health plan members during wind-down.

Programmed and Implemented SBC Call Navigator to continue

disseminating information after final building shutdown.

5/93 to Telecommunications Analyst

6/95 MEDIA VISION INC.; FREMONT, CA

Assigned sole responsibility for 6 AT&T G3i PBXs and

one R1 Audix and all corporate telecommunication needs.

With no weekday downtime, moved corporate headquarters

(including 200 staff, toll free and local numbers, and

Technical Support and Customer Service Callcenters) to

new building.

Successfully opened two remote branch offices within

Washington State and in Southern California for

Software engineering teams.

Linked together all six PBXs with four-digit uniform

dialplan using combination of T1, Fiber, and Laser with

T1 channels split between voice and WAN traffic, which

saved over $1000 each month.

Consolidated six buildings down to two during corporate

downsizing without using AT&T saving the company at least

$15K on reprogramming alone.

Converted ASPECT Callcenter for Technical Support and

Customer Service to AT&T Call Management Software with

Call Vectoring and Expert Agent Selection.

PROFESSIONAL TRAINING

AVAYA System 75/G3Si/Aura Communication Manager System

Management; AVAYA Audix / Intuity Audix Administration;

Vectoring; World Class Routing / Automatic Route Selection;

and AVAYA CMS Custom Report Writing

EDUCATION

B.S. - University of Santa Clara

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