Candy P. White

Marietta, GA

678-***-****

ac6oai@r.postjobfree.com

Goal oriented, dedicated, and diverse individual seeking position which would utilize my leadership and technical skills, Contact Center/Call Center management, development and design experience along with my Telecommunications and IT technical skills, in conjunction with accounting/finance experience and education.

PRODUCT SUMMARY

Avaya Aura Communication Manager 6.3

S8700, S8500 and S8300 Server (6.0, survivable)

Avaya Gateway G350, G450, G650. V6.2

Avaya AES/CTI 6.3

Modular Messaging 5.1 (survivable)

CMS Supervisor, v17, to include custom reports, CenterVu, BCMS Vu, etc.

IVR 7.0

Session Manager 6.3

Unified Communication’s 2.0

Nice Recording 6.3, Call Copy/Octivity

Workforce management (Nice, Verint and Blue Pumpkin)

Circuit/Trunk (installation/configuration, T1, T3, PRI, SIP, VoIP, ISDN, etc. )

VDN, vectors, announcements, agents, and analytics.

PBX Administration (Coverage paths, answer groups, set administrations, etc.)

IP, wireless, cellular, digital and analog phones.

Avaya Call Center EAS

Avaya DevConnect

Change Management/Control, Test Development and Security.

Built and support for various products to include; Avaya, Cisco, Nortel, and Genesis platforms/products

Highly versed in Contact Center/Call Center reporting and testing to included custom reports and report transition/evaluation relative to call flow, productivity and availability for internal and external usage.

Toll-free Management software (AT&T Route It!, Verizon Enterprise Manager)

Certified Nice 6.3 Administrator.

Highly proficient in Microsoft Suite; to include Word, Excel, PowerPoint, Visio, etc.

WORK HISTORY

August 2017 – Present Telecom Lead

Infosys

Research and develop transition of Avaya platforms globally to Cisco. Support global Contact Center/Call Centers utilizing various platforms and adjuncts for major beverage company. Lead team of national and international members. Implement and document interim changes and additions. Perform required change controls and monthly maintenance.

May 2017 – May 2017 Contractor, Business Analyst

R Systems

Research and develop upgrade of IVR globally Gather reference information from Contact Center/Call Center for preparation for vendor requirements and installation. Utilization of Agile methodology.

July 2016 – October 2016 Telecommunication Engineer

Grady Memorial Hospital

Atlanta, GA

Design and support of Contact Center/Call Center and ACD to include, but not limited to Administration and troubleshooting of the Avaya Aura CM, Nice Engage 6.3, Aura messaging, and general telecommunications for Main facilities and all satellite facilities.

Develop and document backend and front-end requirements, process and procedures for Telecom elements.

Perform tasks as assigned/required.

Participate in vendor management.

Certified Nice Administrator for Nice Engage 6.3 with AIR

Dec 2015 – May 2016 Contractor, Voice Business Analyst

SmartIT, Atlanta, GA

Support contract implementation of Contact Center/Call Center builds regionally for Health Insurance Provider

Develop and document backend and frontend requirements for Telecom elements; to include PBX, voicemail, Dialer, ACD and IVR, Verint, CTI, WFM (Blue Pumpkin and Nice, etc. (Avaya and Genesis)

Develop DR strategy.

Perform tasks as assigned/required.

Participate in vendor management.

May 2015 – Sept 2015 Contractor, Voice Team Lead. TekSystems

(HP) Atlanta, GA

Implementation of contracted voice services for international organization; to include Cisco, Unify, and Avaya. Team lead for staff of 15+ local and Manila based engineers and senior technicians.

Documented and evaluated existing configuration and services for Contact Center/Call Center (sales and service), and corporate environment to transition with an applicable and stable platform with a focus on interpreting the user/customer needs in the most expedient and consistent manner, utilizing both on and offshore staffing.

Transitioned monitoring from vendor based to HP/Blackbox monitoring.

January 2015 – May 2015 Contractor, Telecom Engineer –

Carousel Industries, Atlanta, GA

Support and configuration of Avaya S8800 and S8700 PBX servers and gateways, Cisco servers, VoIP phones, One-X, One-x Mobile, utilizing Communication Manager and Aura; to include patches and updates for Avaya products for Contact Center/Call Centers located nationally.

Utilized AT&T Route It! And Verizon Enterprise Manager for toll-free support

April 2014 – July 2014 Contractor. Sr. Telecom Engineer/Team lead

The Royak Group, Atlanta, GA

Transition Avaya G3r to Avaya S8700 (Aura) in cloud environment to include redesign and implementation of ACD, Modular Messaging, CMS, Call Recording, CTI, eCAS, SIP trunking, Blue Pumpkin, Nice, VHT, and all other elements relative to Contact Center/Call Center and corporate facilities to include incorporation of 50+ facilities into an Enterprise configuration. Utilized Verizon Enterprise Manager to perform required functions for toll–free service

Sept 2013 - Nov 11 2013 Contractor, Stefanini Telecom Analyst –

(Coca-Cola)Atlanta, GA

Research and develop transition from Avaya platform to Cisco platform. Research and develop transition of Contact Center/Call Center to Cisco to include documentation of Avaya CMS reporting system, to include over 300 custom reports. Troubleshoot and design organizational reporting requirements and formats.

May 2013 - June 11 2013 Contractor, BrookSource Telecom Analyst –

(Comcast) Atlanta, GA

Support and configuration of Avaya S8800 and S8700 PBX servers and gateways, Cisco servers, VoIP phones, to include patches and updates for Avaya products for Contact Center/Call Centers located nationally. Administration/support provided for Avaya S8700 PBX, ACD to include BSR, Blue Pumpkin, Nice, Virtual Hold (VHT), Outbound Dialer, AES, SIP, softphone, VoIP, Modular Messaging, Voice recordings and various other incidental Avaya product in conjunction with Avaya products and Contact Center/Call Center activity. Transition Cisco PBX locations to Avaya PBXs.

September 2011 – April 2013 Contractor, Sr. Telecom Engineer, Sykes Enterprises

Atlanta, GA

Designed and implemented various Contact Center/Call Center Services for various organization that had outsourced Contact Center/Call Center services to Sykes Enterprises, to include, but not limited to call recording, IVR, documentation, custom announcements, etc.

Responsible for transition of internal voice recording system to outsourced voice recording system.

Transition product to included new process and maintenance and facilitation of archive recording for access as required by contract service level agreements. Transition of call recording from Verint/Witness to external vendor (Call Copy)

Support and configuration of Avaya S8800 and S8700 PBX servers (Aura) and gateways (450, 650, 700) and routers, SIP, TDM, ISDN, T1 trunking, Cisco servers, ACD scripting, VHT, VoIP phones, to include QoS, tier 2 IVR design/support, Oracle, Perl, Shell and Unix (Solaris) patches and updates for Avaya products for Contact Center/Call Centers located globally, to include, but not limited to India, Bahamas, Canada and Australia. Implemented voice recording service. Configuration and implementation of AES, softphone, CTI WFM, Nice, Verint, and other peripheral Avaya products, to include Interaction Center in support of Contact Center/Call Center and Contact Center/Call Center activities globally.

Utilized various systems for recovery purposes i.e., Avaya, Genesys, Siemens, Cisco, etc.

August 2010 – August 2011 Contractor, Telecom Engineer, Thompson Technologies (Alere)

Atlanta, GA

Responsible for the design, implementation, and ongoing maintenance of national Contact Center/Call Centers and telecommuters.

Responsible for design, edit, maintenance and implementation of ACD, CTI, tier 2 IVR, recording systems, video and audio conferencing equipment and training for internal and external products, speech enhancement and chat services for Contact Center/Call Center Contact Center/Call Center, to include Communication Manager 5.2, Aura, ASA, Interaction Center, Cisco Servers, Unix, Oracle, Verint/Witness, WFM and CMS canned and custom reports.

Research and implemented patches and firmware upgrades for Avaya equipment. Generated vast array of documentation for agent support and training, both in-house and commuters. Assisted in trouble shooting predictive dialer and IVR.

Responsible for equipment and software associated with personnel management systems, reporting systems, vendor management, invoice management. Lead technician on transition of implementation of SIP trunking, video conferencing and fax server implementation.

Supported both domestic and international telecommunications.

Highly proficient with latest versions Avaya equipment to include S8300, S8700, S8800, various gateways, ACD, VoIP, TDM, cellular, Modular Messaging, Audix, AES 4.x,MAPD, CMS, CMS Supervisor, custom reporting, IC Manager 5.x, CTI 7.0, and Verint. Implemented and supported various trunks to include SIP.

January 2009 – August 2010 Contractor, Telecom Analyst, Atlanta, GA (IBM/SunTrust)

Responsible for the design, implementation, and ongoing maintenance of Contact Center/Call Centers across the region with approximately 1000+ seats and 100+ telecommuters. Team lead for both stateside and staff located in India.

Responsible for design, edit, maintenance and implementation of CTI, IVR, and Speech Enhancement for Contact Center/Call Centers.

Responsible for equipment and software associated with personnel management systems, reporting systems, vendor management, invoice management. Generated and researched for RFP relative for LEC and CLEC services for construction and application, research and development applicable to local, long distance, pager, and data requirements and contract acceptance.

Supported domestic telecommunications services to include Contact Center/Call Centers, voice, data, ACD, CMS, equipment maintenance and wireless services.

Highly proficient with latest versions Avaya equipment to include IP Phones, S8300, S8700, gateways, VoIP, TDM, AES 4.x, MAPD, CMS, CMS Supervisor, custom reporting, IC Manager 5.x, Communications Manager, Perl, Oracle, Unix, CTI 7.0, VHT, and Verint/Witness and Nice WFM.

August 2008 – January 2009 Contractor, Telecom Engineer, Black Box

Atlanta Georgia (Hewlett Packard)

Responsible for the design, implementation, and ongoing maintenance of Contact Center/Call Centers.

Responsible for creation, design and implementation of S8700 PBX systems and Contact Center/Call Center call flow design.

Responsible for equipment and software associated with personnel management systems, reporting systems, vendor management, invoice management.

Supported domestic telecommunications services to include Contact Center/Call Center’s voice, data, ACD, CMS, equipment maintenance and wireless services.

Highly proficient with Avaya equipment to include VoIP, TDM, Phones, S8300, S8700, Unix, ASA, CM, CMS, CMS Supervisor, custom reporting, Modular Messaging, Intuity, etc.

January 2008 - July 2008 Contractor, TekSystems, Telecom Engineer, (Cox Communications)

Atlanta, Georgia

Responsible for implementation and maintenance of toll free numbers nationwide for approximately 30 Contact Center/Call Centers with 2000+ seats via AT&T software Route It!.

October 2005 – January 2008 Atlanta Housing Authority

Sr. Telecom Engineer, Atlanta, Georgia

Responsible for the design, installation, implementation, documentation, training, and ongoing maintenance of initial Contact Center/Call Center.

Responsible for creation, design and implementation of S8700 PBX systems and Contact Center/Call Center call flow design. Modular Messaging system, video equipment and services, fax system, servers, and various other equipment and services.

Responsible for equipment and software associated with personnel management systems, reporting systems, vendor management, invoice management. Generated and researched for RFP relative for LEC and CLEC services for construction and application, research and development applicable to local, long distance, pager, and data requirements and contract acceptance.

Supported domestic telecommunications services to include Contact Center/Call Center’s voice, data, ACD, CMS, equipment maintenance and wireless services.

Highly proficient with Avaya equipment to include S8300, S8700, CM 5.0, CMS, CMS Supervisor, custom reporting, etc.

August 2004 - October 2005 Alliance Data Systems

Senior Telecom Technicians, Atlanta, GA

Responsible for the design, implementation, Project Management and ongoing maintenance of Contact Center/Call Centers across the nation.

Responsible for implementation of PBX systems, customer survey systems, personnel management systems, reporting systems, vendor management, invoice management, research and development.

Supported domestic and international telecommunications services to include Contact Center/Call Centers, MultiVantage services, voice, data, audio video conferencing, VPN, CTI, Voice over IP deployment for national and Disaster Recovery, VRU, IVR with voice recognition, all recording, ACD, CMS, equipment maintenance and wireless services.

Highly proficient with Avaya equipment to include S8300, S8700, gateways, VoIP, CMS, CMS Supervisor, custom reporting, etc.

April 2004 - August 2004 Contractor, Inovis, Inc., Telecom Engineer

Atlanta, GA

Supported domestic telecommunications services to include Contact Center/Call Centers, voice, data, audio/video conferencing, VPN, Voice over IP, VRU, call recording, ACD, IVR, CMS, equipment maintenance and wireless services.

Responsibilities include design, implementation, and maintenance of Contact Center/Call Center routing and call handling, Call Back Manager, Call Management System (CMS), CentreVu Supervisor, Intuity voice mail, Message Manager, Datamate, Softphone.

Managed SLA for numerous vendor contracts that included AT&T, Sprint, and BellSouth. Responsible for vendor software for billing and programming to

include utilization of Route It software for call flow and disaster recovery needs; to include time and percentage allocations.

Project managed network and facilities migration/installation of voice and data to insure success and contract compliance.

Initiated new telecom process and procedures to insure appropriate documentation and reporting were in compliance with internal corporate standards.

Research, evaluate and recommend various telecommunication and relevant products and services. Develop policy and procedures relative to disaster recovery.

Document telecommunication facilities and reference information. Develop documentation and implement training on various software and telecommunications processes.

January 2002 - December 2003 Invesco, Inc.

Contractor, IT Telecom/Data Atlanta, GA

Managed the negotiation, implementation and maintenance of vendor contracts for telecommunications services with an annual spend of approximately $250 million.

Senior technician responsible for training and mentoring of 5 technicians. Supported domestic telecommunications services to include Contact Center/Call Centers, voice, data, audio/video conferencing, VPN, Voice over IP, VRU, IVR (Nuance) call recording, ACD, CMS, equipment maintenance and wireless services.

Responsible for T1 and toll-free routing. Utilized Route It software for “follow the sun” and disaster recovery needs; to include time and percentage allocations.

Managed SLA for numerous vendor contracts that included AT&T, Sprint, Verizon, Sprint, BellSouth, Cingular, Nextel, and WorldCom.

Project managed network and facilities migration/installation of voice and data to insure success and contract compliance.

Initiated new telecom process and procedures to insure appropriate documentation and reporting were in compliance with internal corporate standards.

Provided guidance in the maintenance, programming, and designs of the corporation Avaya and Genesys for Contact Center/Call Center, along with Nortel PBX systems as well as the Intuity voice mail system during initial deployment of VoIP technology.

Generated RFPs for various telecommunication services to meet business requirements.

2000-2001 Manager, Automated Wagering International

Telecommunication Cost Management Duluth, GA

Managed the negotiation, implementation and maintenance of vendor contracts for telecommunications services with an annual spend of approximately $120 million.

Supported domestic and international telecommunications services to include voice, data, audio/video conferencing, VPN, equipment maintenance and wireless

Responsible for 12 technicians/employees, to include training, annual reviews, etc.

Managed SLA for numerous vendor contracts that included AT&T, Sprint, Verizon, Sprint, BellSouth, Cingular, Nextel, and WorldCom.

Project managed network and facilities migration/installation of voice and data to insure success and contract compliance. Initiated new telecom process and procedures to insure appropriate documentation and reporting were in compliance with internal corporate standards.

1999-2000 Telecom Engineer, Cluett & Peabody

Smyrna, GA

Managed the daily contract negotiations and maintenance, billing issues, moves, adds, and changes.

Maintained the corporate and satellite Avaya PBX, Audix voice mail and various key systems.

Designed, upgraded, and monitored the ACD (Call-routing software).

Utilized Route It software for call-flow needs; to include time and percentage allocations.

Utilized integrated voice/data over a WAN and LAN network.

Negotiate new service contracts with various IXC, LEC, CLEC, Wireless, and consulting vendors.

Utilized both PBX and key systems for over 10 remote facilities nationwide and internationally, and data network services with excess of 1,000 drops nationally and internationally.

Assisted in installation and programming of Firewalls and other data security. Generated documentation for process improvement to include user and technical support training.

Managed the transition of corporate office closing and relocation to new parent organization.

1997-1999 Sr. Systems Analyst, Vencor

Louisville, KY

Audited vendor contracts and billing for telephone, data lines, calling cards, and long distance to insure corporation is meeting contract obligation for a national organization. Insured all services and invoices were congruent with contracted stipulations.

Reported advantageous vendor services capable of decreasing corporate telecommunication costs.

Managed facilities migration to new long distance carriers to insure contract compliance.

Supported the PBX and key systems for over 800 remote facilities nationwide and generated over $120K through an internal audit of services.

Coordinated and managed multiple departmental and vendor actions during telecommunications and data installations, disconnects, service inquires, and billing issues.

Developed various policies and procedures, design and implemented process and procedures to include efficient voice and data network installations, maintenance and disconnects.

Proficient in data equipment installations, to include but not limited to Cisco routers, hubs, various rack mounted servers, IP, T1, ISDN, etc. to include the implementation of a voice over IP (transport) network.

Utilized a national ACD (call routing software) critical to healthcare applications, recruiting, and support.

Accumulated and analyzed data for projections and budgetary requirements that involved charge back and/or tracking of telecommunications operational and project costs.

1992 -1997 Sr. Telecom Analyst, Louisville & Jefferson County Metropolitan Sewer District

Louisville, KY

Administered the contracts and billing services for over $750K in equipment and services to include the Lucent (Avaya) G3r PBX system and AUDIX voice mail system for the city and county government.

Installed and maintained the required CO, DID, ISDN, and T1 circuits for both voice and data services.

Managed the design, install, and activation of several new telecommunication systems.

Developed and administered automated attendants, Essex/Centrex key systems, Contact Center/Call Centers and customer service groups with ACD (Call Routing) and IVR.

Implemented procedures to eliminate duplicate services reducing operating costs by 40%.

Accumulated and analyzed data both manually and through the use of Call Management Systems (CMS) for budgeting and projection reports for department.

Implemented and designed process, procedures and security policies for telecommunications needs.

Interacted with all departments to support the growth and functionality of the Novell LAN.

Skill Summary

Over fifteen years in telecommunications technology with a focus on Avaya suite of products to include: Contact Center/Call Center design and implementation; to include evaluation, training, management, WFM, reporting; system integration of various services/functions, to include but not limited to CTI, Reporting, Nice Engage 6.3 recording, screen pops, Workforce Management development and documentation. Contract and vendor management, cabling standards, system administration, customer support, and database administration. A high level of technical knowledge and hands-on experience in voice communication relative to global PBX system engineering and administration, ACD, voice messaging systems and recording systems, with an ongoing focus on industry trends.

Acquired certification as Administrator for Nice Engage 6.3 with AIR.

Responsible for budgets in excess of $2 million+, with focus on ROI and cost reduction.

Managed national and international staff of 20+, ranging from Sr. Engineers to Analyst.

Intense development skills focused on telecommunication and data network installations, maintenance, transitions, and design with a focus on Contact Center/Call Centers and Contact Center/Call Center personnel. Dedicated to achieving milestones with a focus on budget requirements and overall report ability.

Highly proficient in resolving telecom problems within corporate and Contact Center/Call Center environment to include, but not limited to; billing resolution and contract negotiation.

Management skills include creation and maintenance of high performance environment characterized by positive leadership, personnel development and strong team orientation.

Strong verbal and written skills along with established presentation and documentation experience.

Accounting background utilized for budgeting, services research and cost projections within a Contact Center/Call Center and telecommunications environment.

Remain current on new technologies in voice, video, and data communications to insure the business and Contact Center/Call Center requirements are met in the most cost effective manner.

Customer-focused orientation when conducting business and providing services or products.

Experienced in supporting Contact Center/Call Centers in the following industries: Utilities, Healthcare, Financial, Governmental, Public Services, Retail, Banking, Information Technologies, and Gambling.

Fluent in Windows Suite, to include Visio, Excel, Power Point, Word, etc.

EDUCATION

Bachelors Degree in Business Administration with a concentration in Accounting. McKendree College, 1990. Qualified to sit for CPA. Dean’s List. 3.88 GPA.

Contact this candidate