JAMES DAVID HIPP

*** ******** **** ***** 817-***-****

Hurst, Texas 76054 acdm8x@r.postjobfree.com

Cell 817-***-****

TELECOMMUNICATIONS PROFESSIONAL

Versatile Telecommunications Engineer and Manager with over 20 years of successful

experience with Fortune 500 companies. Identified problems and developed solutions

utilizing a participative management style.

Call Center Concepts New Product Introduction

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Technical Training Documentation

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Technical Support Customer Service

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Maintenance and Engineering Project Management

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EXPERIENCE

Source, Inc. 2011-present

TAC Engineer

Responsible for the maintenance for all Source Nortel (Avaya Blue) customers. Specifically

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Nestle, Coke, and USPS.

Provided VoIP maintenance for Nestle, Coke, and USPS

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Provided maintenance for Source Avaya customers.

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Performed Remote Moves, Adds and Changes for Source Nortel customers.

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Provided technical assistance for Source technicians in the field.

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Assisted sales in promotion of Avaya and Avaya/Nortel products.

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Helped set up remote monitoring of Nortel product line by Source using resources other than

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IRIS alarm systems.

Knowledgeable on the Avaya KRS, PLDS, and ESPL for Avaya/Nortel.

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Helped interface Cisco Call Manager and Microsoft Lync with Nortel product.

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JDHipp Consulting 2001- 2011

Independent Consultant

Acted as Avaya/Nortel Government Solutions Subject Matter Expert at the National

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Enrichment Center in Eunice, New Mexico. Provided detailed instructions for installing

BARS and moving CallPilot. Build Voice Specifications Book for the site. Advised

customer and Avaya Nortel on the map to completion for the site.

Performed installations, upgrades, and maintenance on Nortel equipment up to Release 6.

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At the request of Bombardier Aerospace, acted as Bombardier’s project manager for the

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conversion of the Bombardier Aerospace headquarters to Geographically Redundant

System in Montreal.

Composed Nortel Certification test questions for Design Expert, Design Specialist, Support

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Expert and Support Specialist.

Developed and delivered a CallPilot Installation and Maintenance training course for an

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independent training company.

Performed maintenance and TAC for all Contact Center and Messaging devices being

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handled by Layne communications.

Analyzed databases for Nortel

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Installed and upgraded CallPilot systems for Nortel Federal Systems at Social Security.

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Coordinated technical writers in the composition of Nortel Networks Certification exam

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questions. Negotiated release of literature between Nortel and Global Knowledge.

Layne Communications December 2007-November 2009

Provided on-site and remote technical assistance for installation of Geo-redundant VoIP

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system at Bombardier Aerospace covering Canada, US, Mexico, and the UK. Set up VPIM

networking to International Locations. Projects consisted of Cisco routers, Nortel CS1000E,

CS100M and CallPilot.

Install and upgrade Nortel PBX systems nationwide.

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Subject Matter Expert for CalPilot applications.

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Provide technical support for PBX, Call Center, and Voice Messaging Systems.

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Provided on-site and remote programming, testing, and troubleshooting for Bombardier

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project.

Shared Technologies December 2006-December 2007

Senior Technician

Main technician for Shared Technologies at Country Wide Home Loans at Amon Carter

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location.

Perform daily maintenance on CS1000M (Option 81C) PBX

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Perform daily maintenance on Symposium Call Center Server and CallPilot

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Install and maintain Remote Agent Opserve and Integrated Call Director Applications

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Perform quarterly maintenance on all Nortel Products for Country Wide

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Perform moves, adds, and changes on all Nortel products and sometimes Aspect and Nice

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loggers

Add hot fixes and PEPs to Nortel Products.

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Escalation of major problems to appropriate vendors.

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Inventory control

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Provide technical assistance to other technicians

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Developed more efficient installation methods for technicians.

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NORTEL NETWORKS, Richardson, TX 2000 – 2001

Serviceability Senior Engineer

Guided and validated the development of New Products ensuring that products developed were

serviceable, installable and maintainable, and reached market in a timely manner. Reviewed

products from inception to launch ensuring that the product met the distributors’ needs. Conducted

seminars/tech transfer to the CTS.

Coordinated the documentation, training and manufacturing entities to lower production

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costs of Symposium Call Center Products such as Symposium Web Center Portal,

Symposium Agent 3.0 and TAPI Agent.

Coordinated the documentation, training and manufacturing entities to lower production

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costs of Symposium Call Center Products such as Symposium Web Center Portal,

Symposium Agent 3.0 and TAPI Agent

Produced a compatibility matrix for all Nortel PBX products that streamlined ordering

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procedures for Distributor Sales Engineers. Thereby, increasing customer goodwill and

peripheral sales.

Resolved TAPI 2.3/PBX problem that prevented the widespread marketing of the customer’s

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new IT product outside normal job parameters.

Assisted in the development and definition of the current Nortel Networks New Product

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Introduction (NPI) teams. Developed procedures for testing and serving PBX equipment.

GTE, (National Operation Center) DFW, TX 1997 – 2000

Senior Staff Engineer

Provided 24 hour, 7 days a week technical support to all PBX technicians in the United States.

Demonstrated versatility by resolving problems on all Nortel products.

Composed and distributed documents to the field that streamlined Meridian Mail upgrades

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for the Y2K modifications saving time and labor hours.

Published Toll Fraud Prevention techniques to the technical workforce to enhance security

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of PBX and PBX peripheral customers saving up $100K.

NORTEL NETWORKS, Richardson, TX 1994 – 1997

Technical Support Engineer

Provided 24 hour, 7 days a week technical support to the distributors of Nortel products primarily

on Messaging. Conversant on most Call Center Applications. Became the AMIS Networking and

Meridian Mail Networking expert in the Meridian Messaging group.

Ensured product quality as Problem Resolution System (PRS) Prime for the Meridian

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Messaging group in Nortel ETAS.

Established a world-wide Meridian Mail Network for Symantec Corporation which caused

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referral for more networking sales for Nortel Network Sales department.

Assisted in the writing of Hotel Management documentation for the installation of the PMS

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feature of Meridian Mail and the training of technicians.

Established simple and concise procedure to network Nortel Networks Meridian Mail,

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reducing manpower costs for our distributors.

SOUTHWESTERN BELL, Dallas, TX 1983 – 1994

Manager-Customer Service

Managed service, repair, installation and maintenance for North Dallas and the East Texas region.

Supervised 12 employees in these locales. Interfaced marketing and operations for total customer

service. Developed procedure to implement North American Numbering Plan in SWB operating

area.

Successfully introduced DMS100 ACD and MIS to the Call Centers at American Airlines.

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Trained the users of AAdvantage and Consumer Relations on the operation.

Improved corporate image and cemented sales of $100K on behalf of SBC at Convex

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Computers.

Reduced man-hour cost by negotiating and promoting a simplified plan to cope with the new

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North American Numbering Plan.

Managed several installation projects in the North Dallas and East Texas area.

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EDUCATION

Tarrant County Community College, Ft. Worth, TX

Continuing Education, Eastfield College, Mesquite, TX

University of Texas at Austin, TX

CERTIFICATIONS

ACSS Avaya Communication Server 1000 for Avaya Aura 7.5

ACSS Avaya CallPilot

Expert Level Certification Meridian Messaging

Nortel Networks Design Specialist CallPilot 2.0 (920-155)

CallPilot Support Specialist 2.0

CallPilot Support Specialist 4.0

CallPilot Administration 4.0

AVAYA CallPilot Administration 5.0

AVAYA Communication Manager 5.2

AVAYA Communication Manager 6.0

PROFESSIONAL DEVELOPMENT

Avaya Communication Server 1000E 7.5 Imp. Meridian Companion Installation and

AT&T Fundamentals of UNIX Maintenance

SL1 MS Installation and Maintenance Meridian Link and Customer Controlled

SL1 Basic Automatic Route Selection Routing Installation and Maintenance

SL1 Network Automatic Route Selection Meridian Call Pilot Technology Transfer

SL1 ACD A-C2 Feature Administration Meridian Call Pilot Administration and

SL1 ACDMAX Rls. 1 Installation and Applications

Maintenance Meridian Call Pilot Installation and

SL1 ACDMAX Rls. 3 Feature Administration Maintenance

SL1 Meridian Mail Rls. 5 SL100 Feature Activation and Assignment

SL1 Meridian Mail Networking DMS100 ACD and the Enduser

Meridian Mail MM9 Expert Class RT100 (ACDMIS for the DMS100)

Meridian Digital Interface Products ISO9000 at GTE

Meridian ISDN/PRA Symposium Call Center Server 4.2

Meridian IVR Installation Administration and Management

Meridian IVR Database Symposium Call Center Server 4.2 Scripting

Meridian MAT all Accounting 1

Meridian MAT Common Services - 394 Succession 1000 I & M 3.0 780C

Meridian MAT Applications- 395 Avaya Session Manager 6.1

Meridian Companion Overview Avaya System Manager

Symposium Call Center Server Install and

Maintenance

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