Manager Support
Resume:
William H Craig, Jr
acrtcj@r.postjobfree.com
Qualifications Summary:
Seasoned professional with over two decades of diverse telecommunications engineering, operations and project experience.
Skilled in leading cross discipline teams to accomplish corporate objectives.
Plan and direct all aspects of global enterprise voice engineering activities ensuring a consistent product and feature set using Avaya voice processing platforms running across LAN/WAN infrastructure.
Professional Experience
Call Flow Engineer (Consultant April 2015 to present)
Hewlett Packard 5555 Windward Parkway Alpharetta, GA 30004
Responsibilities
Perform contact center design services utilizing multiple geographically diverse fully meshed Avaya Communication managers and Avaya IVR platforms supporting HP’s global internal and external client base.
Translate business requirements to functional specifications for execution by ACD and IVR application build teams.
Telco service provisioning in support of new ACD / IVR builds as required.
Manager Voice Systems Engineering and Operations- (April 1992 – March 2015)
Turner Broadcasting Management Co. 1 CNN Center Atlanta, GA 30348
Hands on deployment and management of global telephony infrastructure for 27 major locations serving Turner Broadcasting, Time Warner and Warner Bros. staff.
Operational responsibilities
Act as a technology liaison for business units to align appropriate solutions to business goals
Implemented processes to collect and trend key metrics data to optimize system technical and financial performance.
oTail end hop off
oPSTN capacity analysis
oSystem capacity and life cycle management
oRouting modifications to leverage contracted rates
oProduct correction notices, software / firmware updates etc.
Reduce CNN time to market by extending central site telephony support for remote special events such as elections, war coverage, natural disaster or other high profile news events.
oMultiple TV trucks leveraging iDirect satellite technology
oWork with 3rd party providers to establish remote bureaus (Kabul, Baghdad and others)
oPartner with data and security engineering to leverage VPN technology to support small adhoc deployments.
Perform contact center design and support services for 20+ business units across 8 domestic and international locations using Avaya expert agent software and CMS R17 for statistical reporting
Increased retail business revenues through the acquisition of predictive dialer technology resulting in higher subscriber renewal rates and cross sell opportunities.
Reduced support costs and improved customer response through
oDeployment of a standardized platform and feature sets reducing administrative complexity
oDelegated routine administrative tasks via role based middleware to less expensive resources through the use of templates and employee self-service portals
oDeployed self-labeling VOIP handsets eliminating the need for TDM cable plant and associated technician dispatches
oPartnered with data engineering to ensure uniform LAN configurations to support POE/ VOIP handset deployments
Manage/ develop staff to ensure internal resources are appropriately allocated, set project and operational priorities as well as provide operational support and training to 1st level administrators.
Perform cost benefit analysis, risk assessments and develop multi-year budgetary projections to meet operational needs.
Project responsibilities:
Design, estimate, development develop business case, implementation and transition to service solutions based on identified business needs.
Perform new technology evaluations, formulate migration, deployment and support strategies.
Perform cost benefit analysis of new technologies and make recommendations to business units in order to maximize their return on investment.
Set implementation guidelines for staff to follow when bringing a new facility on line.
Partner with various technology groups both in house and 3rd party when bringing a new corporate application on line.
Provide input to formulate accurate schedules, milestones, task durations etc.
Solicit, obtain and manage cost effective 3rd party solutions to augment the internal work force when appropriate.
Work with business continuity and disaster recovery staff to formulate suitable action plans as needed to support business objectives.
Supported infrastructure components include:
Avaya Components :
oSession Manager, System Manager, Siperia SBC, SES, AES, SAL
oCommunication manager 5.2.1 /6.3 mix of SIP, H.323 and TDM endpoints (approx. 44K)
oAura Messaging, Intuity Audix, Modular Messaging
oWitness call recorders for compliance and life safety
oContact Center support, Expert Agent, Vectoring and CMS R17 (8 sites)
oApplication support: One X Agent, One X Communicator, USB companion, VPN phone, Lync
Other Components
oRight Fax
oAVST Voice Mail
oMelita Predictive Dialer
oIVR’s – Edify & Conversant
oBridges: Latitude and Polycom RMX
oAnalog Terminal Adaptors: Audio Codes MP20x, Grand Stream
oTelos VX Engine: SIP based method of taking calls to air for Turner Broadcasting
oIDirect satellite hub used to extend voice and data capabilities to remote field trucks
oRiver City Tyler 7 middleware supporting Avaya CM delegated 1st tier administration functions
oRiver City SOS alarm monitoring / ticketing system with Remedy
oMTS hosted call accounting system
Education & Training:
Georgia Institute of Technology - Program for Technical Managers
ITIL V3 Foundations certified
ITIL Service Lifecycle: Service Design
Avaya Aura Communication Manager Implementation
Definity ECS G3 Expert Agent Selection
G3 ETN/DCS Networking
Intuity Audix Networking Administration
Intuity Audix System Administration
Audix Voice Messaging Networking
CMS Rel 3 Admin & Super W / Vectoring
IDNX Operations N.E.T.
Generic 3 Administration Definity ECS
Supporting Microsoft Windows NT 4.0 Enterprise Technologies
Centrevu CMS for Split Supervisors
PathNavigator – Polycom
MGC Technical Maintenance – Polycom
Career Accomplishments:
HP One Touch Video
Enhanced internal HP employee IT support through the deployment of multiple video equipped Kiosks connecting users with IT support agents. The solution required deployment of multiple Avaya flash media gateways integrated into existing session managers via SIP trunk, supporting CM vectors, and Avaya One X Agent modifications to enable CTI functions.
Time Warner Corporate Headquarters
Provided design and integration services for a major multi-tenant VOIP deployment at Time Warner’s corporate headquarters located at Columbus Circle in New York City. This included defining functional requirements, RFP generation, vendor selection, traffic engineering, system implementation and establishment of day two support processes.
CNN Baghdad Bureau
Lead a cross discipline team to develop / deploy multiple scalable VOIP and data over satellite services for CNN utilizing available transponder space not dedicated to TV signal transmission. This increased CNN’s agility while reducing the complexity of internal communications by maintaining a uniform dial plan regardless of where the units were physically located. The most significant installation to date has been CNN’s Baghdad bureau which was in continuous operation since the beginning of the second Gulf War until being decommissioned in August 2013. This deployment resulted in a 1st year communications savings of approximately $800K+.
CNN Bureau in a Box
Lead a cross discipline team to develop / deploy a fully self- contained mobile office kit for CNN provisioned to support 100 users with ability to grow to 400. The design concept required the unit to be fully functional as a standalone unit with the ability to connect to and be fully integrated with corporate resources when suitable transmission facilities become available. The initial deployment was in New Orleans following hurricane Katrina.
Turner Metro Fiber Ring
Proposed a multi node Metro Atlanta fiber ring for Turner Broadcasting to replace a vendor supplied managed service resulting in a 10 fold increase in capacity and a recurring annual savings of $250k.
Warner Bros., Burbank PBX Replacement
Engineering oversight to replace 13 networked NEC PBX’s supporting approximately 15K endpoints, with high availability / fail over clusters using Avaya Aura Communication Manager (evolution server), System Platform, System Manager, Session Manager, Session Boarder Controllers, Application Enablement Server, and Witness call recorders.
Establish work flows and business processes for day two support utilizing a combination of Verizon, Capgemini and internal resources.
Introduce new communications capabilities to WB clients to increase lot operations revenue and enhance WB’s competitive position when competing for 3rd party production clients.
Program Management - Turner TDM to VOIP Conversion
Established and managed a multi-year program to migrate Turner Broadcasting’s telephony infrastructure from TDM to VOIP for all domestic and international locations. Program scope involved development of business case, funding approvals, establishing standardized deployment, support and audit methodologies across multiple work groups throughout the organization. Systems were upgraded using a mix of internal and 3rd party resources.
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