Thomas Arendt

ac150m@r.postjobfree.com Cell: 480-***-****

https://www.linkedin.com/in/tommychicago Gilbert, AZ 85296

SUMMARY

Accomplished senior Information Technology professional with 25+ years of hands on experience designing, developing, managing, and implementing complex IT solutions to increase efficiencies, drive savings, and improve productivity for a variety of organizations, including various Fortune 50 companies. Gifted leader who combines strong interpersonal skills and technical acumen to motivate teams that drive project completion and achieve operational excellence.

CORE COMPETENCIES

Data Center Design, Migration & Implementation – Cloud Architecture – Contact Center Performance VoIP, MPLS, & SIP Experience – Staff, Vendor, Project & Program Management – Network Augmentation LAN/WAN Optimization – Eradicate Inefficiencies – Circuit Provisioning, Implementation, & Troubleshooting

Operations – Service Delivery – Contract Negotiations – Strategic Planning - Customer Service & Satisfaction

ITIL Process Improvement – Budget Planning – Change Management – Multi-Site Operations – Team Building

PROFESSIONAL STRENGTHS

Strong leadership, organizational and time management skills, executing attention to detail, ability to effectively prioritize and contribute to judicious decision making and beneficial problem resolution.

Promptly and accurately anticipate, identify and resolve problem areas, implementing the most productive course of action to achieve maximum gain.

Excellent interpersonal, communication and negotiation skills. Positively and personally interact with others at all levels.

Diplomatically and intuitively arbitrate and mediate conflict to ensure win-win resolutions

Confident, dependable, reliable and result oriented team player.

Proven professional motivated to meet and master new challenges and responsibilities.

PROFESSIONAL EXPERIENCE

CVS Health – Scottsdale, AZ 2015 to Present

Fortune 7 Full-service Pharmaceutical Organization

Sr. Telecommunications Analyst

Drove continuous core infrastructure improvements through consolidated efforts supporting multiple sites for Coram, Specialty, & Customer Care business units

Instrumental in the deployment of a 950 seat call center in Chandler, AZ & another 800 seat call center in Phoenix, AZ utilizing Avaya 6.3 contact center solutions for the Customer Care and Specialty Pharmaceutical departments

Provisioning of Toll Free services utilizing Cisco ICM, AT&T Route IT!, & IVR applications supporting TDM, IP & SIP advanced feature routing for several geographically disbursed locations

Avaya ASA, CMS 6.3, Vector, Pre & Post VDN, One-X Agent station, & Audacity Announcement programming

Consolidated digital and analog ports eliminating 6 Avaya G-650 port networks to reduce physical PBX hardware, rack space while reducing annual licensing & maintenance costs by 30%

Tier II-III MACD support for Help Desk ticket remediation for various geographically disbursed locations

Migrated Med D business unit from stand-alone PBX to Data Center Core infrastructure utilizing SIP technologies

Physically traced out and documented all DS-0, DS-1, & DS-3 circuits, as well as other Layer 1 voice, video, data, and security lines throughout the MDF and 13 separate IDF closets

Abt SRBI Inc. – Scottsdale, AZ 2014 to 2015

Full-service global research, strategy, & analysis for business, government, & research institutions

Telecommunications Manager

Responsibilities include:

Responsible for managing all voice & data functionality supporting 10 locations, including 5 call centers plus a data center co-located in Secaucus, NJ

Troubleshooting all Verint and Mattersight BA call recording issues

Responsible for all Tier 2/3 troubleshooting to include VDNs, Vectors, Coverage Paths, and other miscellaneous MACD programming as required for Avaya ASA & CM 6.0

Manage all voice & data invoice reconciliations for various service providers & vendors to ensure SLA’s are met

Streamlined voice services to optimize functionality resulting in 150K savings for 2014 fiscal year

Manage all Avaya CM 6.0 voice functionality & Audix voicemail applications

Responsible for all PRI, MPLS, & SIP circuit connectivity, troubleshooting, & functionality throughout the enterprise

Directly managed Telecom staff of 6 direct reports to ensure optimal functionality of Telecommunications infrastructure

PSCU Financial Services – Phoenix, AZ 2012 to 2014

Leading provider of traditional and online financial services to credit unions

Senior Telecommunications Engineer

Responsibilities include:

Instrumental in implementing services & ongoing support of a Tier-3 9,000 sq. ft. primary data center with co-located facilities for various credit union customers.

Managed the implementation of all PBX core connectivity into Cisco NEXUS 7000 platform for optimal functionality and monitoring supporting various business units at distributed locations located in Phoenix, AZ; Oklahoma City, OK; Lansing MI; & St. Petersburg, FL for 1800+ end-users

Assist in the design architecture and deployment of a public cloud environment supporting 700+ credit union clients which is comprised of Cisco Nexus & UCS platforms, EMC VMAX/VNX storage and VMware vCloud ASuite.

Successfully installed 1300 Avaya 1140E IP phones supporting a call center environment utilizing Symposium, provisioning server, CCT, CCMS & CCMA for all ACD & soft phone contact center functionality

General Dynamics Advanced Information Systems – Scottsdale, AZ 2005 to 2012

Government and defense contractor for US intelligence, maritime, space, and homeland security.

Telecommunications – Network Engineer / Sr. Project Manager

Responsibilities include:

Spearheaded all circuit orders and implementations with major telecommunications carrier. Managed process to ensure target deadlines met as expected.

Supported user community in Operations; facilitated any IT requirements supporting specific classified government programs. Played instrumental role in various projects supporting advanced initiatives

Managed and mentored six junior level technicians to perform daily MAC work activity & troubleshoot/escalate outages

Streamlined 2011 Telecommunications expenses by 40% resulting in $700,000 annual savings.

Championed all MPLS, SIP, TLS, PIP, PRI and MAN circuit implementations at 46 locations.

One of four individuals who went to site and worked with Microsoft engineers in Santa Clara, CA to develop a roadmap strategy for implementing OCS & Lync into the GDAIS corporate network

Managed 3rd party vendor CUCM installation supporting SIP trunking for VoIP services in Scottsdale, AZ & Tucson, AZ.

Provided Tier III Engineering support for all PBX and voicemail functionality and circuit architectures. Determined PBX replacement options for obsolete hardware to contemporize IT infrastructure and drive functionality.

Collaborated with various cross-functional teams as subject matter expert to resolve technical issues. Gathered and assessed requirements to promote successful project development, testing, and implementation. Liaised with vendors to determine acceptable options and coordinated implementation programs.

Worked extensively to gather information from thousands of invoices for services from various carriers. Documented, streamlined, managed, and replaced/enhanced into logical cost-effective format including only required elements. Developed logical naming convention defined by service type, then by location to assist in referencing consolidation efforts.

Spectrum Astro Space Systems Inc. – Gilbert, AZ – (Acquired by GENERAL DYNAMICS AIS in 2005) 2001 to 2005

Government contractor specializing in manufacturing and launch of satellites.

Telecommunications Manager

Responsibilities include:

Held full accountability for successfully implementing and directly supporting strategic execution of all infrastructure requirements for corporate initiatives, as outlined by various government regulatory agencies. Recruited to champion PBX upgrade initiative to support rapidly growing operations in brand new, state-of-the-art facility.

Held solely responsible for all voice and circuit functionality for both classified and unclassified areas throughout company, including main corporate campus consisting of five separate buildings, plus four other remote offices (Los Angeles California, Colorado Springs, Colorado, Herndon, Virginia, and Washington D.C.). Served as telecom manager responsible for all facets of Nortel PBX and voicemail functionality for several sites. Played instrumental role in implementing all infrastructures in support of all classified programs, as well as corporate infrastructures.

Mentored junior level technician to perform daily tasks to ensure optimal service and help troubleshoot outages

Provided technical hands-on implementation support and escalation for all government contracts requiring TS/SCI DOD clearance. Managed system upon receipt from vendor and led all day-to-day monitoring and maintenance efforts.

Designed and managed project to erect comprehensive copper fiber-optic cabling infrastructure build-out of 135,000 square foot satellite facility while adhering to several specific security requirements. Held Top Secret security clearance with Department of Defense while implementing, troubleshooting, and supporting various networks. Featured in June 2004 Communication News article illustrating product chosen to support requirements resulting from implementation efforts.

Supervised and managed all telephony procurements, installations, maintenance, account invoices, and SLA contracts.

EDUCATION

M.A., Economics, 1993

B.A., Business Administration, 1991

EASTERN ILLINOIS UNIVERSITY Charleston, Illinois

PROFESSIONAL SKILLS & CERTIFICATIONS

University of Phoenix, Project Management, (PMBOK), 2007

ISO 9001 training, 2004

Cisco AVVID certification (Architecture for Voice, Video, and Integrated Data)

Cisco Interconnecting Cisco Network Devices, February 2001

Cisco Building Scalable Cisco Networks, March 2001

Cisco Voice over Frame Relay, ATM, and IP, April 2001

Cisco IP Telephony, April 2001

Nortel Networks Meridian 1 ACD Feature Administration, December 1999

Nortel Networks Custom Call Routing (CCR) Feature Administration, October 1999

Nortel Networks Meridian I Option 21E-81C Rls 23 Installation and Maintenance, January 1999

Octel CEO Smooth Operator Installation & Repair, November 1996

Journeyman Status, Illinois Brotherhood of Electrical Workers Union (IBEW Local# 134), Chicago, Illinois

oSuccessful completion of 12,000+ hours of on-site hands-on technical experience in low voltage installations and applications in various industry settings 1990-1998

Featured in Communication News, June 2004 p. 36

o( http://www.comnews.com - hubbell-premise.com/Press/SpectrumAstro.asp )

Featured in 2005 & 2006 HUBBELL PREMISE WIRING catalog, in the cable management section for one of the infrastructure build-outs supporting various NASA programs.

Top Secret Department of Defense Security Clearance (TS/SCI DOD with POLY) 2002-2007

Participated annually in BICSI RCDD training classes & seminars in Las Vegas, NV & Orlando, FL

Participated annually in VoiceCon seminars in Orlando, FL

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