Engineer Data
Resume:
Paul Slack **** Northwest **th Place • Coral Springs, Florida 33067
T: 954-***-**** E: ************@*****.***
SUMMARY
Energetic IT professional with proven technical & leadership skills in voice and data infrastructure, for medium to large Contact Centers with geo-location redundancy. Experienced in full Infrastructure lifecycle - Network Infrastructure, Data Center Layer 1 and Layer 2 design and management. Dynamic track record, understanding business objectives and timely completion of critical technology deliverables with quality results. Knowledgeable on designing scalable, manageable Telecom (TDM & VoIP) and Wide Area Networks to provide resiliency and redundancy for critical voice and data applications. Excellent verbal and written communication skills. A cooperative & responsible team player dedicated to performing at the highest level in a demanding environment.
CURRENT ROLE & RESPONSIBILITIES
Current role and responsibilities as the Director of Unified Communications and Network Architecture, includes but not limited to –
Manages a core group of telecom and data network engineers that is responsible for the daily operation of core network and telecom infrastructure, from ingress to down to user access layer.
Providing leadership and training to junior members of the team and promoting growth within the organization through personal development.
Spearheading the network team in the growth of the contact center from one location of 350 users to four locations of over 1600 users, expanding the telecom and data network footprint within budget and on time delivery.
Hands on with the daily contact center telephony software applications in building call flows and IVR applications. This includes a TDM based Nortel M1 PBX and Cisco UCCE Enterprise telephony system.
Monitors all VoIP and TDM services from service providers and manages the failover configuration of multiple trunk groups and individual phone numbers.
Manages the daily telecom need of the contact center, which includes contact center hardware performance, software applications development, call routing, database integration for management reports. Monitor and track traffic and trunk capacity so that proper sizing is maintained to accommodate current needs and growth.
Work with external clients in the design and implementation of B2B VPN using RFC standards.
Work with service providers on creating QoS models across MPLS networks based on application requirements.
Working with network engineer team in the design and build of redundant resilient provider network services such as Sonet, Metro-e, and point to point Layer 2 network between data centers.
Keep a tab on all support contracts for all core network equipment including firewalls, routers, distribution and access switches, so that we can effectively renew all contracts ahead Page 2 of 3
of time and refresh any end of life end of support equipment.
Constantly reviewing the fiscal costs of all technology services and reviewing all carrier services and existing technology from service providers, constantly renegotiating service contracts to reduce costs over time as cost in service drops.
Responsible for the scheduling of all network maintenance, creating procedural documentation for such maintenance which includes the changes or maintenance being performed, proper testing and roll back plans.
Design and built out four data NOC in multiple locations from horizontal cabling infrastructure to carrier entrance facilities, network equipment requirements, power requirements including standby power and equipment room environmental requirements.
Working with top tier providers such as Level 3, Century-Link, FPL-FiberNet to build out a fiber network into multiple facilities with on-net capabilities for various technologies between facilities and Equinix M1 Miami datacenter. EXPERIENCE & QUALIFICATIONS
Over 25 years of experience with a proven track record of success in the telecommunications industry, installing and maintaining contact center telephony systems, design and managing the deployment of voice/data Wide Area Network infrastructure, analyzing and improving network resiliency and redundancy using emerging technologies while reducing operating costs. Qualifications Profile
Cisco UCCE 8.5 and 11.0 Contact Center administration and maintenance.
Cisco ICM skills based routing configuration
Cisco CVP application development using Cisco Call Studio.
Designing multi-node, multi-locations resilient transport layer for voice and data networks using SONET and Metro-e technologies with diverse paths on multi-lateral build.
Working with carriers to develop and maintain diverse call routing plans.
Strong analytical and organizational skills with the ability to identify operational deficiencies and design system improvement.
Confident decision-maker, detail oriented and the ability to set realistic priorities and complete multiple complex projects simultaneously.
Ability to work independently or as an integral part of a team.
A team leader, providing motivation, training and leading by example.
Pro-active in the planning and implementation of the strategic management process.
Effective co-ordination and communication with vendors, suppliers and carriers of communications equipment, voice and data services.
Extensive hands-on experience with legacy telecom equipment including Nortel Meridian M1, Adtran TA9000 series, Quintim gateways, Tellabs DAX, MX2800 Multiplexers Cisco Certifications
Cisco Contac Center UCCE and CVP 10.0
Cisco CVP application development
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Northern Telecom Certifications
Installation & Maintenance PBX opt. 11, 21, 51C, 61C, 81C
ACD - Call center setup & operation (Package C2)
Symposium Call Center - Client/Server Installation and Administration
PRI / ISDN T-1 Installation & Maintenance
Microsoft Certifications
NT Workstation 4.0
NT Server 4.0
Internetworking with TCP/IP
Windows Server 2008
Personal Computing and Networking Skills
Proficient in Microsoft Visio.
Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project)
Ability to query databases using Structured Query Language (SQL) transaction processing.
Working inside 2008 and 2016 Active Directory, creating OU’s, assigning permissions and roles.
LDAP integration for applications and user management. RELATED WORK EXPERIENCE
Global Response Margate, Fl
Director of Unified Communications & Data Network Infrastructure May 2000 - Present Gerald Stevens Inc. Ft. Lauderdale, Fl
Senior Voice Communications Engineer March 2000 - May 2000 Williams Communications Solutions Ft. Lauderdale, Fl Contact Center voice solutions engineer September 1997 - March 2000 Sprint/United Telephone of Florida Ft. Lauderdale, Fl Business Services Telephony Technician August 1995 - September 1997 Cross County Telephone Systems Inc., Mineola, NY
Technical Representative June 1994 - August 1995
Telecommunications of Jamaica Kingston, Jamaica WI PBX Systems Technician October 1990 - June 1994
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EDUCATION
American Intercontinental University Plantation, Florida Bachelor Degree in Information Technology (BIT) September 2001 University of Technology Kingston, Jamaica WI
Honors Certificate in Electronics Engineering June1990 Knox Community College Clarendon, Jamaica WI
Honors Certificate in Pre - Electronics Engineering Technology July 1987 HONORS
Suma Cum Laude – American Intercontinental University 2001 Member Alpha-Chi National Honor Society.
Deans list of Honorary Scholars – American Intercontinental University 2001
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