Mitch Conklin

*** ********* ****

Burlington, NC 27217

Cell: 336-***-****

E-Mail: ac27ek@r.postjobfree.com

Summary

US Air Force Avionics Technician (Communication, Navigation and EWWS Systems) on F-15 and T33 aircraft and Telecommunications Specialist veteran with extensive experience providing technical leadership of architecture, design, implementation and troubleshooting of Telecommunication and Contact Center platforms.

Accomplishments

Established cross functional training between Flight Line and Repair Station technicians to improve repair part quality.

In-sourced $500M eCommerce call center to on premise application in 2007 and migrated the same group to to Genesys Cloud Call Center in 2016.

Developed strategies and process to deploy IP based telephony solutions for new Corporate and Retail locations.

Key role in design and implementation of Global dial plan that focused on reducing cost and increasing productivity.

Migration of major portion of telecom infrastructure from physical hardware to virtual servers.

Developed and implemented plan to improve vendor support of retail locations.

Skills

Avionics System Repair

PBX Systems (Traditional, Proprietary VoIP and SIP)

Unified Communications

Voice Messaging Systems

Contact Center Systems

Video Systems

Programming and Design

Fault Analysis

Project Management

Manage 3rd Party Vendors

Training (Peer and End-User)

Server Support

Call Detail Recording Systems

Technicial Skills

Skills Proficiency

Avionics System Troubleshooting and Repair Advanced

Telecommunications (Unified Communications) Advanced

System Administrator

Project Management Advanced

Contact Center Applications Support Advanced

Server Support (physical and Virtual) Proficient

Video System Support Advanced

Telecommunications Field Engineer Advanced

Experience

September 2005 to Current

Ralph Lauren Greensboro, NC

Senior Telecommunications Specialist

Supported Corporate, Retail telecommunication platforms and eCommerce Call Center operations in on-premise and Cloud based applications. Architect of designs, implementation and support strategies for new applications and products. Work directly with business units to determine schedules and application requirements. Lead US technical resource for global projects. Provided mentoring and expertise to team members. Primary technical interface for 3rd party support vendors and suppliers. Liaison to Network, Firewall, Server and Exchange groups. Provided server support for Telecom initiatives.

August 1995 to September 2005

Siemens Communications Greensboro, NC

Customer Engineer

Field engineer supporting multiple customer sites across North Carolina. Installed and maintained several PBX, Voicemail and Call Routing platforms. Implemented systems based on industry standards and best practices of design. Advised customers on new technologies and products.

August 1981 to August 1985

United State Air Force

Avionics Technician

F-15 and T-33 Avionics technician specializing in Communication, Navigation, and Electronic Warfare Warning systems. Duties included fault isolation, repair and root cause analysis. Deployment to remote bases of operation in support of squadron exercises. While stationed at Langley AFB, VA I was cross trained in Radar, Instrument, Engine and Hydraulics shops. Maintained logbooks and failure reporting data with a focus on maximum aircraft up-time. Managed work schedules as the night shift lead. Mentored new team members on proper methods of repair and aircraft safety.

Education and Training

2017 Cisco Communications Manager,

Administration v11

2017 Cisco Unity Connection,

Administration v11

2015 Cisco CCNA Bootcamp Raleigh, NC

Routing and Switching

2011 Siemens OpenScape Voice System Administration,

Certificate System Administration

2007 Siemens OpenScape Contact Center Irving, TX

System Administration

Siemens PBX\Voicemail Irving, TX

Certificate Installation and Maintenance

Multiple Products and Platforms from 1995 to 2003

1985 United States Air Force Hampton, VA

Avionic Technician (F-15 and T-33)

Trained as an Avionics Technician (326x8) working on F-15 and T-33 aircraft.

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