Project Manager Management

Karolyn Lahm

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

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

City: High Ridge

State: MO

Zip: 63049

Country: USA

Phone: 314-***-****

Skill Level: Experienced

Salary Range: $145,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

KAROLYN LAHM

1531 HERITAGE VALLEY DRIVE., HIGH RIDGE, MO 63049

*********@********.*** ~ 314-***-**** ~ WWW.LINKEDIN.COM/PUB/KAROLYN-LAHM/B/356/A04

IT/TELECOMMUNICATIONS MANAGER

Intuitive, meticulous, insightful professional with more than 17 years of experience in managing complex IT projects and teams within a major corporate environment. Expert in Avaya Voice Services management, with ACA certification, as well as technical systems management, vendor relationship cultivation, solution analysis, and problem resolution within an IT-centric environment. Analyzes potential for cost-cutting measures regularly to ensure adherence to budgetary restrictions, while also seeking new forms of technology to implement to improve overall business function and cost-effectiveness. Exceptional project manager, meticulously and methodically executing complex projects with precision. Outstanding leader, emphasizing continued education regarding system administration and the potential of emerging technology. Certifications include TIA Convergence Technologies Professional (CTP), 2006; and Avaya Voice Services Management (ACA), 2007.

Technology Expertise

Cisco CM 8.5 ~ Cisco UCCE 8.5 ~ Cisco Unity ~ Cisco CUIC ~ Avaya Communication Manager v5 with Call Center Elite ~ Intuity Audix LX r2 ~ CMS r13 ~ Avaya AES v4 ~ EC500

IP Agent v6 - Telecommuter ~ AES v5.2 ~ VPMS 5.1 ~ Tomcat Application Server ~ Voice Portal v5

Avaya Integrated Management Tools: Site Administration v5.2 ~ Terminal Emulator v13.0 ~ Message Manager v4.6

Voice Announcement Manager v5.2 ~ Past: Avaya IC v6.1 ~ Conversant v8 ~ Desktop Statistics Integration v3

Windows (NT, 2000, XP) ~ AS/400 ~ Windows CE for Terminal Services ~ Unix ~ Red Hat Linux

Microsoft SQL 7.0/SQL2000 Server Utilities ~ SQL 2008 ~ SQL Server Management Studio

LAN ~ MPLS for Avaya on Juniper J4350 with Extreme Switches

Microsoft Office Suite (Word, Excel, Power Point, Access, Visio, Outlook, Project) ~ Witness/Verint - Impact 360 v7

Aspect - eWorkforce Management v6.1 ~ IEX Totalview ~ AT&T Route-It ~ Qwest Q Control ~ Paetec ~ Putty

PROFESSIONAL EXPERIENCE

TEK Systems, St. Louis, MO 7/2012 to Present

Avaya Engineer for State Farm Insurance; Bloomington, IL

Resource on the largest Cisco Unified Communications migration. Avaya Project team resource responsible for the integration to the new Cisco UC platform via QSIG tie lines to the existing Avaya environment. Large hub and spoke regionalized system with multiple adjuncts. Over 160,000 enpoints spread through multiple clusters and mega-clusters. Emphasis on PRI circuit analysis migration to the UC PSTN Gateway configuration. Overall Avaya system analysis specifically ARS, AAR, UDP, circuit rationalization and configuration.

Maritz, St. Louis, MO 6/2011 - 6/2012

Infrastructure Analyst (III):

Assist in the conversion of an Avaya CM3 environment to the Cisco 8.5 CM/IPT and Cisco UCCE platform. Migration of sites to the new Cisco CM platform using Bulk Administration. Migrate multiple Contact Centers from Avaya to the UCCE Contact Center system. Manage ongoing requests for routing scripts and implementing new call flows. Coordinate reporting needs on the CUIC system. Configure users and System Call Handlers on the Unity platform. Document new Cisco Standard Operating Procedures on new platforms. Interact with implementation resources on system components and best practices.

* Consolidated multiple Media Gateway sites into the centralized Cisco IPT systems

* Migrated Contact Center Avaya vectors to Cisco scripts; multiple Contact Centers

* Provided daily support of Cisco migration and changes; continued support of Avaya sites

* Managed Public Unknown Numbering for digit masking

* Coordinated the migration of TFNs to centralized trunks on the Cisco system from site specific Avaya Media Gateway trunks for local/long distance T1s.

* Managed the conversion from site specific trunks and DIDs to centralized SIP trunks with migration of DIDs.

* Maintained Uniform Dial Plan while migrating sites/users from existing Avaya system to the Cisco Platform using H.323 and QSIG connectivity.

TEK Systems, St. Louis, MO Converted to Permanent Hire

Contractor - Technology Engineer: Manage existing Avaya environment and assist with converting to the Cisco 8.5 IPT and UCCE platform. Manage all removal of existing Avaya configurations Coordinate documentation of environment for implementation to new systems. Interact with implementation resources on system components and best practices.

ENTERPRISE RENT-A-CAR, St. Louis, MO 1994 - 2011

Supervisor / Team Manager - Technical Team (2005 - 2011): Oversee all Avaya Phone System issues, including Contact Center vectoring/skills/VDNs, programming new circuit packs for DS3 T1s, adding CLAN boards, VAL management, and all other system upgrades, firmware, or additions. Establish and maintain technical vendor relationships, emphasizing telecom providers and adjunct systems to the Avaya platform (e.g., Verint quality monitoring, hosted applications from the teleco, support, upgrades, maintenance, and projects). Project manage all technical system projects, including voice system upgrades, main voice system site relocation, and implementing a second/third site via MPLS and remote IPSIs. Assess and implement methods for bridging the gap between the

vendor`s needs and corporate IT requirements. Take the initiative to self-educate regarding system and readily available tools, including Internet, manuals, online training, and industry contacts. Make configuration suggestions to vendors and alert senior management of maintenance requirements. Provide consistent updates to senior management regarding projects and problem-resolution issues. Ensure any changes made to Avaya system do not affect daily operations. Train and mentor team in various adjuncts. Assist in developing annual technology budget.

* Saved approx $200K in annual maintenance and enabled the business to handle more calls with immediate results by successfully project managing a Post Call Survey project while implementing the Voice Portal platform with Tomcat, AES 5.2, and customized CTI.

o Overcame error-prone customized portion of project by capturing logs, reviewing logic, and troubleshooting each system interaction piece.

* Reduced installation cost from business partner and allowed the center to grow/add new agents as business requirements changed and opportunities arose by coordinating the installation of multiple G450 Media Gateways, as well as a fork-lift upgrade from CMS v13 to CMS v16, respectively.

* Served as Member of IAUG - Contact Center Council from 2007 to the present, attending meetings regarding the direction of Avaya and its Center solutions; the Council also offered peer network of similarly sized/equipped centers that was a good resource for project lessons learned and other relevant issues.

* Earned accolades from company for outstanding performance in project managing:

o Upgrade from Conversant v8/AIC v6 to Voice Portal - 2010

o Decommissioning of a 3rd LSP site - 2010

o Complete full remediation of systems - 2009

o Creation of script reports to monitor system capacities - 2009

o Corporate Telecom assistance in the design, implementation, and installation of Avaya for two risk-management contact centers - 2009

o Installation of a 2nd ESS MPLS connected site - 2008

o Relocation of the St. Louis Main Avaya Site Contact Center - 2008

o Consolidation of multiple contact centers on system platform - 2008

o Upgrade of S8710 servers to S8730 with CM 5 - 2007

o Selection and implementation of a new telecom carrier - 2007

o Development and execution of a technical overview for the management trainee program - 2007

* Assumed key role in leading team through the troubleshooting process of the voice portal project, making logical recommendations as to points of failures in the multi-server/customized application that captured SQi scores, earning positive comments for invaluable input.

* Exceeded expectations in determining best/lease complicated routes for solutions and implementation of these solutions by using available resources to assess situations and thoroughly thinking things through to devise recommendations Avaya experts had not yet developed.

* Earned accolades for Remote Agent Program - 2006; AIC Upgrade 6.1 - March 2006; and EUG West Contact Center - April 2008.

Sr. Supervisor Staffing (2003 - 2005): Hired, trained/mentored, and supervised team, building it from one to six operational coordinators. Generated forecasting of call volume and staffing using eWorkforce v6.1 software. Conducted daily call center statistical performance monitoring to compare to established business goals. Performed regular business analytics.

* Reduced personnel expenses approximately $250K/month by reducing overstaffed times and allowing agents to leave before their scheduled end time without pay, as well as closely grooming the forecast data to ensure best schedules for covering peak/valley call-arrival times.

Project Manager (1998 - 2003): Liaised between call center and other IS departments. Assumed system administration responsibility for the upgraded Avaya Definity G3R r11, Intuity Audix r5.1, and CMS r11. Retrieved data from mainframe and SQL databases using SQL tools to obtain information essential to generating business unit performance reports and research. Facilitated all call-center related mainframe/client server development projects. Provided expert support for all LAN, Windows servers/desktops, aS400 terminals, ACD, etc., problems and issues.

* Lead on the upgrade from an Aspect System to the Avaya Definity Phone System for the contact center.

* Project managed all technology-related projects for the center, including conversion from OS2 to Windows, Windows OS upgrades, and Token Ring to IP connectivity, allowing for additional PCs for business units in mass quantity, which immediately impacted productivity with MS Office Suite/network sharing.

* Earned awards for Apollo Inside Link - 2000; Amadeus Complete Access (Type A) - 2000; NT LAN Security - 2000; Amadeus Complete Access (Sell) - 2001; Seamless Sabre - 2002; UK Interleasing - 2002; and Seamless Worldspan - 2002.

Payroll Coordinator (1996 - 1998)/Administrative Assistant (1996)/Sr. Customer Service Representative (1994 - 1996)

EDUCATION

UNIVERSITY OF PHOENIX, Bachelor of Science Business Management Cum Laude

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