Voice Network Engineer, Subject Matter Expert

Kristie West – Manager of Voice Networks, Subject Matter Expert, Senior

Email: ***************@*****.*** Phone: 985-***-**** LinkedIn: www.linkedin.com/in/kristieleawest

SUBJECT MATTER EXPERT - SENIOR ENGINEER

PROFESSIONAL SUMMARY

Accomplished engineer, subject matter expert, and technical operations manager of unified communications, telecommunications, and data services with a diverse background in engineering, design, and development of carrier and enterprise voice and data network solutions. Strong skill-set in the design, planning, provisioning, monitoring, and troubleshooting of network architecture and systems. Specialized in interoperability testing for product certification and firmware approval of system components and third-party utilities and applications. Results-driven leader of multi- practice engineering teams with proven success in delivering technical solutions and achieving organizational goals. Instrumental at all levels of the network and product lifecycle, service delivery, and quality management of Hosted and Managed services. Specialized expertise and experience in managing and designing Next Generation Network transformations to include network consolidation, OSS/BSS integration, service, and subscriber migration for softswitch and IP Multimedia System (IMS) implementations.

SKILLS

AREAS OF EXPERTISE

Voice and Data Networks

Network Engineering & Operations – Carrier

Design, engineering, provisioning, and management of network architecture, components, products and services to include network facilities, access, signaling, security, services, subscribers, and operational and technical standards.

Advanced provisioning and troubleshooting of voice features and services to include POTS, ISDN, Unified Communications, PBX, HPBX, Centrex, VoIP, Call Center, PRI, and SIP carried over DS1/DS3, ADSL, Metro-Ethernet, T1, POTS, SS7, MGCP, MPLS, and SIP trunking on various carrier-grade switch platforms to include MetaSwitch, Broadworks, Alcatel Lucent, Nortel, and Genband

Audit and compliancy in accordance to ITU, IEEE, Sarbanes Oxley, SSAE 16, SOC II, SAS 70, ISO, COBIT, HIPPA, ISO, MEF, IETF, and DTMF

Network Engineering & Management – Enterprise

Design, provisioning, and management of enterprise PBX platforms including Avaya and Cisco for unified communications and services including IP voice, telepresence, video conference, contact center, instant message & presence, jabber, and video surveillance. Data Center

Development, Implementation, and Management of Services, Operations, Performance, Standards and Industry Compliance, and Security for various services including Infrastructure as a Service (IaaS), Software as a Service (SaaS), Platform as a Service (PaaS), Physical and Virtual Firewall, Wireless Network, Email Encryption and Data Loss Prevention

(DLP), Security Suite, Intrusion Protection System (IPS), Intrusion Detection Vulnerability (Internal and External), Web Applications, Databases, Exchange, Data Vaulting, Virtualization, and Backup and Disaster Recovery.

Leadership & Mentorship

Customer Service

Process & Procedure Development

Technical & Business Analysis

Problem & Conflict Resolution

Technical Documentation

Product Development & Service Delivery

Service Design and Definition, Opportunity Analysis, Proof of Concept, Feasibility Study, Market Analysis, Product Testing, Network and Operational Readiness Assessment & Verification, Go-to-Market, Commercial Launch and Review, Customer Attribute Analysis, Service Configurations, IPO Charts, ASRs, and TMN Systems Development, Implementation Strategy and Product Launch Planning, ITIL, Service Delivery Metrics, Service Level Agreements, Operational Support Planning, and Continuous Process Improvement

Project Management

Projects include Network Design and Quality Management, Next Generation Network Transformation, OSS/BSS Integration, Network Standardization and Configuration Management, Software Development, Systems Design and Implementation, Compliancy Audits, Product & Service Development and Launch, Technical Training Programs, Technical and Operational Integrations due to mergers and acquisitions, Network Upgrades, and Continuous Process Improvement and Performance.

Knowledge areas and Frameworks – ITIL, IEE, SDLC, ITSM, COBIT, eTOM, IEC, ITU, ISO, IEC, MEF, IETF, TQM, Prince, Waterfall, Agile, Six Sigma, and PMBOK.

Technical Writing

Policy & Procedures, User Manuals, Product Development, Service Delivery Management, Service Level Agreements, Function and Technical Requirements, Methods of Procedures – Engineering and Operational, Project Management & Business Analysis Documentation, Design & Implementation Plans, Network Topology Documentation, White Papers EDUCATION

Bachelor of Science in Business Magna Cum Laude – University of Southern Mississippi, 2006 Professional Certification & Training

MEF-CECP CompTIA Project+ Advanced Hosted PBX Perimeta Session Border Controller MetaSwitch Enhanced Application and Call Feature Server Translations – MetaSwitch Session Initiation Protocol Business Analysis Database Design

PROFESSIONAL EXPERIENCE

Manager of Network Engineering & Operations

Company NameStatewide Communications; SCI Networks

Dates EmployedJun 2018 – Present

Employment Duration8 mos

LocationSalem, NH

Manage team of engineers and technical support personnel in the development, delivery, and support of hosted and managed services for enterprise, government, and medical institutions including large premise-based systems and hosted voip and unified communications in the cloud. Lead and manage all aspects of design, development, proof of concept, deployment, interoperability, and support of technologies and network infrastructure which provides communication and data services to enterprise customers – the foundation which allows us to provide custom, innovative, industry-leading solutions enhancing our client’s business needs and goals and overall “customer experience”.

Lead all strategic initiatives associated with technical improvements and operational efficiencies for all services, products, and industry verticals. Provide counsel to the CEO & COO on the direction of the company from technical, service, and operational perspectives to ensure incremental goals are met.

Audit all functional areas and technical practices across the organization and advocate for changes in support and resulting in an increase of market diversification, competitive position, and longevity. Drive and establish new strategies, processes and procedures, product and service portfolio, and all other that initiates, optimizes and streamlines operations, broadens and deepens technical expertise and reputation as true experts and the “go-to” for recommendations on services as well as overall business operations in relation to communications and business needs.

Consistently motivate, mentor, and train team in all areas of professional growth and development by providing customized training, acting as a constant technical and operational resource, and building team members confidence and abilities. Act as final escalation and primary contact for all staff and customers in technical, service delivery, and network operations and engineering capacities. See less.

Subject Matter Expert – Engineering & Operations Consultant 2016 – Present Provide subject matter expertise to voice carriers and cable operators in the United States, Latin America, and United Kingdom. Services were provided in various practice and functional areas to include network engineering, operations, product development, service management, provisioning, and OSS/BSS integration. Projects completed include Next Generation Network Transformation and Migration, Product Development and Interoperability Testing, Network Standardization and Configuration Management, Switch Management, Translations Building and Optimization, Lab Testing Process Improvement, Microwave Backhaul Trial, SIP Trunking, Turn-Up Best Practices and PBX Certification, Remote Capture and Troubleshooting Methods of Procedures, SBC Configuration and MMF Framework Customization.

Highlights

Designed and directed the successful Next Generation Network Transformation and Migration for New England CLEC with 350 central offices. Acted as lead engineer in design and implementation of network architecture, migration of legacy subscribers and subscriber data, redesign and provisioning of subscriber services, and OSS/BSS integration

Developed and directed the design and seamless implementation of MGCP integration to voice network in Kristie West Subject Matter Expert & Senior Voice Engineer Kristie West – Manager of Voice Networks, Subject Matter Expert, Senior Engineer 3 Page transition to Next Generation Network architecture with efficient and comprehensive approach to deployment and testing, operational support transformation, and product and service redesign and launch strategy

Directed operational activities and led engineering and testing efforts for product development, equipment and firmware certification, feature interoperability, and stress and user acceptance testing for voice and unified communication services resulting in the launch of sixteen new hardware components including sip phones and access devices, twenty-six approved and certified firmware versions, and four third-party applications for call center, softphone, and reception IP consoles.

Established and implemented new processes and procedures, test plans, and documentation which reduced reported incidents by 82% from advanced support teams and Network Operations

Led cross-functional, multi-practice implementation of Network Standardization and Configuration Management project which included consolidating 124 tools and applications for network operations and engineering, re-engineering processes and procedures, and establishing and enforcing continuous process improvement activities and effective cross-functional transition plans Product Manager & Practice Lead Engineer 2014 – 2016

Led the development and engineering efforts for all products and technical solutions including IP Centrex, PBX

(Premise and Non-Premise), Hosted Voice, Video, Trunking, Metro-Ethernet, Wireless, Type II, Managed Routing, IP

-VPN, MPLS, PRI, Optical Internet – Optical Fiber, and Unified Communications

Managed entire Hosted Voice product line and led all efforts in product lifecycle to validate, test, define, package, and price services to offer more attractive and comprehensive solutions to business clients while improving service quality and operational performance and providing counsel to executive management on business and technical strategy, operational readiness and transition, staff development, and service management

Acted as final escalation for network services and remediated all events impacting service and performance Technical Operations Manager of Engineering 2013-2014 Hosted & Managed Services/ Data Center/Telecommunications BCI, Inc.

Directed multi-discipline team of 23 engineers in the design and delivery of Hosted and Managed Service solutions to include Colocation, Cloud, Voice, Virtualization, Backup and Recovery, and Security

Established and optimized process and procedures, performance metrics, and monitoring tools to support Service Level Agreements

Developed and implemented technical, financial, and operational standards and controls for Data Center and Network Operations and Service Management and led all auditing events for certification and compliance with Sarbanes-Oxley, HIPPA, and SSAE 16 (SOC1) and AT101 (SOC2) attestations achieving all compliance and vendor certifications to include Cisco Gold, SOX, and provider’s first SSAE 16 SOC II

Recommended new strategies and developed a plan to transform, expand, revitalize, and diversify the technical and operational approach of the company and implemented new solutions that resulted in a more customer- centric, service-oriented operations and product portfolio resulting in a 69% overall increase in profitability within six months of plan implementation Lead VoIP Specialist & Technical Project Management 2009 - 2012

CLEC, Hosted PBX, VoIP, Circuit Provisioning (T1, DS3, Metro-E, SIP) C - Spire

Managed all aspects of design, provisioning, programming, testing, and installation of enterprise voice solutions and hosted voice deployments

Lead provisioner and final escalation point for HPBX and Voice Centrex services and trained staff on provisioning and troubleshooting voice and data services provided by all circuit types such as T1, DS1 – DS3, Resale DSL, Metro-E, Analog, PRI, ISDN, and SIP

Led a team of 18 from Engineering, Network Operations, and Field Operations in the transition from Legacy Nortel architecture to Metaswitch Next Generation Network transformation and migration of all voice subscribers to MPLS and conversion of MSSQL-based Legacy provisioning system to XSL-based SIP Provisioning Server, implementation of Class 5 Softswitch and Session Border Controller architecture, and the support of a redundant IP- based voice and data network co-location and data center facility providing POTS, PBX, SIP, Metro E, DSL, T1, DS3, Ethernet and Wireless enterprise services Kristie West Subject Matter Expert & Senior Voice Engineer Kristie West – Manager of Voice Networks, Subject Matter Expert, Senior Engineer 4 Page

Designed and provisioned all call flow configurations and call center solutions, conducted all lab testing for new devices and firmware upgrades, managed installation and circuit cut- over/turn-overs, trained end-users, managed and remediated all change requests and trouble tickets, provided customization through firmware edits to XML, and resolved complex VoIP/SIP issues such as echo, jitter, round-trip delay, packet loss, latency, voice quality, invalid digit identity, and others

APPLICATIONS & SYSTEMS

Class 4 and Class 5 Legacy/TDM, Class 4 and Class 5 Softswitch, IMS, Media Gateway, Nortel DMS 10, Nortel DMS100, Alcatel Lucent, Broadworks/Broadsoft, MetaSwitch, Call Feature Server, Metaview Explorer, Cisco Call Manager, Metaview SIP Provisioning Server, Codecs, VPN, VoIP (Voice Over Internet Protocol), SIP (Session Initiation Protocol), SIP & Intercluster Trunking, Wireshark, Metaswitch, Session Boarder Controllers (Perimeta, ACME Packet), Commportal, Call Routing & Translations, PBX, DACS, DSLAM, IAD, MUX, PRI, PSTN, POTS, DTMF, SS7, SIGTRAN, MOS, LSR, LSP, DiffServe, DSCP, Intrusion Detection Systems (IDS, HIDS, NIDS) LFM, SIV, SAS, CFS, EAS, Telnet, LENS, QRSS, NOC, NID, MGCP, MADN, DID (Direct Inward Dial), Auto Attendant, Call Center Design & Implementation, Advanced Translations, Dialing Plan, Call Routing, Call Switching, MPLS, HPBX, PRI, Firmware, DSL 1,2, and 3, T1, Metro E, XML Firmware, VMWare, Cisco Networking (switches, routers, firewalls), Adtran, Netvanta, Linksys, ATA, Snom, Aastra, Polycom, Ethernet, Unified Messaging, Conference Bridge, Intranet, Extranet, DHCP, VLAN, TCP, IP, NAT, SCCP Convergence, MSSQL, SQL Server 2008 Business Intelligence R2, CRM – Kentico, Visual Studio 2008, Microsoft Office, Visual Studio, Unitrends, Data Integrity & QA Analytic, Exchange, Sharepoint, CIS, Alert, Great Plains (Microsoft Dynamics), LDAP, Active Directory, Solar Winds, WebEx, Oracle - Crystal Reporting, Wireshark, Database Design & Development, SQL, Visual Studio, .NET, XBASIC, AJAX, Visual Basic, HTML, XML

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