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Telecommunications Voice Analyst

Location:
Minneapolis, Minnesota, United States
Posted:
May 14, 2019

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Resume:

CARMEN GOMEZ

**** **** **. *. ***** Grove Heights, MN 55076 · 651-***-****

ac9do7@r.postjobfree.com

EXPERIENCE:

**** – 2017; LIVINGSTON INTERNATIONAL, SR. TELECOM ANALYST

Three (3) years working virtual with Livingston International which purchased Norman G. Jensen in 2014. The organization is a North American Customs and Freight Forwarding service for International commercial goods and services imported and exported from North America.

My roll: I worked on business transformation and integrations for all North American offices to a new Cisco voice and data platform with the Livingston Infrastructure Department. The goal was to install IPT to all branch offices in the USA and Canada.

Evaluate mixed telephony service and applications on multiple phone systems to be converted to Cisco SIP service.

Set up test lines and test programs, provide end user training and documents and follow up on cutover concerns.

Complete day to day Help Desk service requests for break fix on hardware, software, and changes to Phone, Voice Mail and Call Center using Help Desk platforms with “Team-Works”, “Track-it”, “SharePoint” and “Self Service” IT application tools.

Pass code resets, Active Directory and Change Management applications.

Work with Vendors, Telecom Orders and Disconnects, Trouble tickets and Trouble-shooting.

Convert telephone numbers to new service carriers.

Migrate mailing systems and MFU Printers to new networks and strategically dismantle old networks with no downtime to customers.

2003 – 2014; NORMAN G. JENSEN, INC., TELECOM ANALYST

Ten (10) years with Norman G. Jensen, Inc. Completed business transformations into an MPLS and VPN centralized network with Cisco Telephony for 35+ offices on MPLS network. Responsible for day to day Telecom connections, Cisco software applications and hardware. Designed and deployed a WAN Call Center on Cisco IP Express.

My roll: Primary Telecom Analyst for office upgrade transformations to new voice and data platform on Cisco VoIP and day to day Telecom requirements.

Manage Inventory and daily voice support and applications on Helpdesk tickets.

Vendor Service orders, Carrier changes, Monitoring orders and disconnects for office moves.

Manage billing for Voice and Data, Lease administration, mail and printer systems, telecom reporting and payroll oversite.

Supervised the mailroom and front desk staff.

2000 – 2003 BUFFET’S INC., TELECOM ANALYST

Three (3) years with Buffet’s Inc., a nationwide restaurant buffet style chain of over 400 stores serving in the roll of Telecom Analyst.

My roll: Participated in an RFP’s for a new Voice Mail System and new long-distance Carrier saving millions in long distance cost over the life of the contract and realized other savings on local calling in the process.

Participate in formal projects and analysis. Information gathering and data entry into a database for office inventory.

Develop Call Center applications for Accounting and IT Helpdesk.

Develop Toll numbers that dynamically called regional markets based on location.

New Store construction Telcom orders.

EDUCATION

1988 – 1990 DAKOTA COUNTY TECHNICAL COLLEGE

Landscape Design and Construction

Double Major with Honors.

Earth Club Secretary

MN Horticulture Society Award

Ad hoc Coursework:

Cisco CUCM and Unity Administration Training Certificates from Cisco.

Project Management coursework with New Horizon Training

SKILLS

SharePoint, TeamWorks, Excel, Access proficient. SalesForce training intro and backend DID configurations.

Helpdesk ticket systems.

Team Player with Ability to learn quickly and work independently.

Avaya CS1000, Nortel Option 61, Avaya BCS50, Norstar, Call Pilot, Avaya Element Manager Administration.

Microsoft Project Note taking, Agendas, Written and Oral Skills.

Soft skills (people person) with Information gathering abilities.

Cisco Unified Communication Manager (ver.10.1), Unity Voice Mail, IPCCX Cisco Call Center, UAC console Administration, Soft Phone and Jabber.

ININ / Inova Solutions for IP call center Real Time Reporting.



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