Manager Engineer

FORREST PASCAL

***** *. ******** ******, ********, AZ 85395

***/***.**** *********@*****.***

OBJECTIVE

To Plan, Design, and Implement UC activities using my diverse VoIP background and point of view to

meet and deliver on global technical, business, and financial goals.

SUMMARY

Work with other network engineers, technical staff and vendors to develop/implement UC projects;

•

research, evaluate and recommend new tools/technologies; and assess emerging network technologies

and make recommendations.

Document engineering standards and proposals/recommendations for network designs and

•

engineering changes; assist in the development of project teams

Shape a team of knowledge workers to use their influence in motivating human capital towards

•

achieving individual, organizational and corporate goals through the ethical use of power and

technology

• Competency and experience in leading, managing, mentoring and training diverse global work group &

teams of technocrats through a charismatic inspirational & transformative leadership style

MANAGEMENT EXPERIENCE

• Director @ ACE Global: Manage voice admins and engineers – Operations & Technologies

• Sr. Manager @ Macerich: Managed a geographically dispersed team of 13

• Sr. Manager @ Multacom: Managed three work groups consisting of 45 employees

• Director @ SSET: managed a team of 6 @ SSET

• Manager @ Channell managed a team of 10 @ Channell

• Manager @ Arrowhead Insurance Group: managed a team of 18 @ Arrowhead Insurance

• Manager @ Worldxchange

• Manager @ Long Beach Transit: managed a team of 5 @ Long Beach Transit

• Manager @ Baxter: managed a team of 2

EDUCATIONAL CREDENTIALS

• Master of Science in Network Architecture & Design

• Bachelor of Science in General Business

CULTURE CHANGE METHODOLOGIES IMPLEMENTED

• The Advantage – Organizational Health (Table Group)

• The Five Dysfunctions of a Team (Table Group)

• Leadership Process: Motivating Achievement (Spencer, Shenk & Capers)

• Fifth Discipline Fieldbook (Fifth Discipline Group)

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FORREST PASCAL

15716 W. Sheridan Street, Goodyear, AZ 85395

480/272.0902 *********@*****.***

• Rummler-Brache Methodology – Business Process Improvement (Price Pritchett)

CURRENT UCCE EXPERIENCE

• IP IVR CTI PORTS

• Cisco ICM Enterprise development and deployment experience

• Cisco IP Dialer development experience

• Cisco Unity Architecture deployment and support preferred

• CISCO IP-IVR Application Design, Development, and support

• CISCO ICM Solution Architecture and Integration Design

• CISCO ICM Script Design and Deployment

• CISCO CVP Solution Architecture and Integration Design

• CISCO CVP Application Design and Development

• ICM Enterprise script, design, deployment experience

• H.323, SIP and/or MGCP integration experience with UCCE Solutions

• SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis

• Cisco Communication Manager Clusters, RTMT, MTP, CTI Route Points, MoH

• Cisco Unity, Remote Port Monitor

• Call Center Technology: UCCE, UCCX, CVP, IP IVR CUIC, AW-HDS, ICM, PG’s, Outbound Dialer

• Call Recording: Verint, WFM, IEX, MGCP Gateways, Extension Mobility, Handsets: 7942, 8945’s

• Lines & Trunks: SIP Trunks, PRI Isdn

• Cisco Agent Desktop, IP Communicator, CTIOSclient, Cisco Supervisor Desktop

• ACME Packet 3820, SONUS

• VoIP Troubleshooting Tools: Prognosis, Cisco Prime

• Vendor Partner: Nexus, Epoch, WWT, NEC, BT

KEY AVAYA EXPERIENCE (26,000 endpoints)

• 100 Avaya Communication Manager clusters & Aura, Intuity & Modular Messaging Voicemail Systems

• Day to Day Administration Tool: Avaya Site & Multi-Site Administration, AIM, Aura System Manager

• Call Center Technology: CCE, BCMS, CMS Supervisor, CenterVu, Dialer, Voice Portal, IVR

• CTI integration: AES Server

• Call Recording: NICE, Avaya WFO, QM

• Gateways: G450, G650

• Provisioning functions: LEC, DIDs, RESPORG, Porting, 800 numbers, LOCAL, Service Assurance

• Carrier Portals: Verizon Enterprise Center, AT&T, Sprint

• Unified Communications: AVAYA to Microsoft OCS RCC Click to Call

• Handsets: 9611G, 9650C, 9640, 6408, 2420, 4610, 4625, sidecar

• Lines & Trunks: Analog, T1, Centrex, POTS, Fax, Local PRI, LD PRI, DIDs, SIP Trunks

• IP Virtual Agent, IP Softphones, One-X

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FORREST PASCAL

15716 W. Sheridan Street, Goodyear, AZ 85395

480/272.0902 *********@*****.***

• VoIP Troubleshooting Tools: Prognosis, NetQoSUCM

• Vendor Partner: NACR

CURRENT GENESYS VOICE PLATFORM 8.1

• Genesys Resource Manager

• Genesys Policy Server

• Genesys CTI Connector

• Genesys Media Control Platform

• Genesys MRCP Poxy

• Genesys SIP Server

• Genesys Management Framework

• Genesys T-Servers for Cisco UC

• Genesys Reporting

• Genesys Routing

• Genesys TLIB, SIP, JTAPI,MRCP, VXML

• Nuance Recognizer

• Vendor Partner: Nuance

EDUCATIONAL CREDENTIALS

• Master of Science in Network Architecture & Design, Capella University, 2003

• Bachelor of Science in General Business, Excelsior College, 2002

EMPLOYMENT HISTORY

• 2014 – Kaiser Permanente (contract), Voice SME Program Manager

• 2013 – 2013 Sprint BPO ACE Global / ValorIT, Director/Solution Architect, Voice Technologies

• 2010 – 2013 US FOODS, Phoenix, AZ, Sr. Network/Voice Analyst

• 2008 – 2009 CompuWise Technology, Houston, TX, Consulting Engineer,

• 2007 – 2008 Macerich, Santa Monica, AZ, Senior Manager, Network Telecom

• 2004 – 2005 FOX Television, Los Angeles, CA, Lead System Engineer

• 2000 – 2004 Swisscom, Bern, Switzerland, Senior IP Engineer

• 1999 – 2000 Multacom, Los Angeles, CA, Sr. Manager of Network Engineering

• 1998 – 1998 SSET, Fremont, CA, Director of System Engineering

• 1997 – 1997 Arrowhead Insurance, San Diego, CA, Manager of Information Technology

• 1995 – 1996 Cisco Systems, Montvale, NJ, Consulting System Engineer

• 1994 – 1995 Channell Corporation, Temecula, CA, Manager of Information Technology

• Previous technical positions

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