Tamara Lynne Sampson
Gilbert, AZ. 85298
Home 480-***-****
Cell 480-***-****
CAREER OBJECTIVE: I am a highly driven information technology educated professional. I am seeking a full-time position in IT/Communications where I utilize my history and knowledge of Contact/Communication Systems to assist your organization in improving operational efficiency, profitability and control.
EMPLOYMENT HISTORY:
11/99 – 11/18 Black Box Network Services (dba; Norstan) (formally NextiraOne/Williams Communications) – Application Integration Engineer
Provided remote technical support to Cisco, NEC and Avaya National Accounts
Remote Engineering Support - National Accounts on new projects, implementation of new and existing technologies
Supported the State of Arizona Department of Administration, Transportation, Economic Security, Retirement, Revenue, and many other State Agencies on contact center application development, programming, support and design
Supported Maricopa County on implementation of contact center system integration
Work closely with customers consulting on projects for new installations and upgrades to existing contact centers
Provided scheduling support for (25) technicians on Service and MAC tickets for Arizona Department of Administration
Supported dispatch centers in monitoring tickets and maintaining technical resources time and materials
Worked closely as a consultant to Sales teams in design and pre-sale contact center meetings with new customers
3/95 - 11/99 GTE Communications Corporation - Associate Customer Support Assistant
Serve as Acting Branch Manager and worked with the service center to resolve Major escalations
Serve as District Financial Analyst
Serve as Material Control Manager & Fleet Manager
Serve as Project Manager for National Accounts
Worked as Nortel Symposium Call Center Subject Matter Expert to provide technical support
Work closely on budget analysis, meeting projected monthly forecast and collecting outstanding AR balances
6/94 - 3/95 Wiltel Communications - System Design Specialist II (McDonnell Douglas Helicopters)
Supervisory System Design Specialist
Customer service technical support and repair center
6/89 - 6/94 Com-Aid Inc. - Customer Service Representative
Supervise customer service and repair center
Schedule and dispatch a crew of 12 technicians
Coordinate work orders for existing telephone systems
Coordinate special projects and technical roll outs
SKILLS: Windows 10, 7 & XP, Microsoft Office, Visio, Service Now, SIMS, Visio, Remedy 5 & 7, Clarify
CERTIFICATES:
NEC Mobility (MC550) 201*-**-**-**
NEC SV9500 Prepackaged 09-07-18
NEC Global Navigator 10.X 08-04-18
NEC UCE Desktop (UC700) 201*-**-**-**
NEC UCE Agent View 07-19-18
NEC CallCenterWorX 6.X 07-12-18
NEC Platform (OW5000) 201*-**-**-**
NEC SV9100 InMail 06-15-18
NEC SV9100 Foundation 06-15-18
NEC SV9500 Appliance 03-15-18
NEC LMC (License Manager Client) 4.X 12-04-17
NEC SV9300 Foundation 11-30-17
Avaya Aura Communication Manager Admin 05-20-15
Avaya One-X Communicator 03-20-14
Avaya/Nortel Contact Center Networking 7.0 01-15-10
IP Line for Communication Server 1000E 01-25-08
Nortel Call Pilot 4.0/5.0 08-25-06
Cisco Call Manager & Unity Administration 11-05-04
Avaya/Nortel Web Client 4.0 09-05-02
Avaya/Nortel Symposium Advance Scripting II 10-18-01
Nortel Peri Pro Producer 08-03-01
Segate Crystal Reports/Symposium Reports 07-14-00
Avaya/Nortel Symposium Administration/Scripting 09-24-99
GTE Leadership Development 1 11-12-98
Nortel Meridian ACD A-C2, MAX, CCR 09-18-98
NEAX 2400 SAP-1 07-16-98
NEAX 2000 Basic I & M 05-15-98
Nortel Meridian X11 Database 03-10-96
Active Voice Basic
Xiox, Lodging series 3.0
KNOWLEDGE OF: Symon 2000, Dialect Information Suite, CTI, Nortel IDVR Recorder, Nortel Peri Studio, TelStrat Engage, Cisco CUCM, Cisco Script Editor, Cisco UCCE, Cisco Finesse, Avaya CM, Avaya One-X, Avaya Aura Contact Center
EDUCATION: Graduate - Canoga Park High School
University of Phoenix – Bachelor of Science in Information Technology 2013
AWARDS: GTE Presidents Outstanding Award
GTE Employee Spotlight
GTE Certificate of Appreciation
ACCE Williams Appreciation Award,
Black Box Network Services Carat Award