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Telecom Analyst

Gilbert, AZ
November 26, 2018

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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.


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


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

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