Mike Fremont

acs57b@r.postjobfree.com

Professional Summary:

Seasoned IT professional experienced in a variety of different technologies and backgrounds ranging from manufacturing, BPO, healthcare, and financial sectors. Technologies including Routing, SIP, VOIP, networking, PBX, storage and server infrastructure. Having managed small and large teams both on and off-shore, locally and remote I have been able to adapt a management style that works well in many types of situations. This skill was drawn upon from my ability to not only understand many different types of technologies but understanding the many different types of situations both technically as well as environmentally that have arisen. TECHNICAL EXPERIENCE:

Windows / Server (all versions) Citrix / Xen Server Storage (NetApp)

Genesys Framework 5.x 6.x 7.x, 8.x Genesys Multi Media 5.x 6.x 7.x, 8.x Unix (HP, AIX, Solaris, RedHat, Linux)

VMware ESX MS-Exchange Server Cisco (routers and switches)

Vmware (Horizen view) MS-SQL Server (6.5 -- 2k12) PBX (Avaya, Nortel, Acatel, Aspect)

WebFiltering (Websense, SurfControl,

Blue Coat, Fortagate)

Firewalls (NetScreen, Checkpoint,

ASA)

Programming Languages (VB, Java,

Pascal, C++, etc)

PROFESSIONAL EXPERIENCE:

April 2015 - Current Senior Telecom Engineer

SiriusXM Connected Vehicle

• Manage, design and support the call flows between land lines and Call center

• Manage, design and support the call flows between vehicles and Telematics devices

• Support, build, and maintain 5 separate Genesys Environments

• Environments include Framework, Universal Router, Reporting CCPulse

• Manage Avaya infrastructure as well as call routing with Vectors/VDN as well as AES servers

• Maintain Toll Free Number list (over 800 TFN’s) as well as Network Manager with Carriers

• Manage Verint call recording with DPA (pause and resume) as well as encryption Jan. 2013 – Jan. 2015 Communications Manager

Telus International

• Manage PBX, Dialer, Verint, Storage, & Server Teams

• Manage on- and off-shore engineers

• Work with PCI and Security Audit Teams

• Maintain multiple data centers and POPs

• Architected and deployed a centralized PCI compliment call recording solution (Verint)

• Deployed new 4-node Sand

• Deployed new VM infrastructure

• Obtained cost savings by reducing PBX infrastructure from 3 Avaya to 1

• Upgraded Avaya PBX to latest version (6.2) and implemented policy to maintain equipment at the current version

• Partipated on CMR Team as a manager aproval

Oct. 2006- Dec 2012 Senior CTI Engineer

Western Union-Denver, CO working remote in St. Louis Responsibilities and Accomplishments:

Build and architect Genesys 7.x & 8.x platforms for WU

Built Genesys GAD to an HA platform

Support Genesys on 6 PBXs + PBX upgrades (Avaya)

Support Genesys Globally both in house and vendors

Support development efforts relating to CTI

Create strategies / business rules within Genesys

Create support documentation for NOC and other WU organizations

Train NOC / Helpdesk to handle first level support cases

Make database changes required to support desktop with Genesys

Manage change control process

Support Test lab

Deploy and support Witness 5, 7 / Verint 11 deployments

Research and test new Call center Technologies

Test new IVR platforms

MMMMike ike Fremont

Sept. 2005 – Sept 2006 Various Consulting Assignments St. Louis Missouri Missouri Credit Union, Hockey Academy of STL, Flieshman Hillard and various projects

Firewall Upgrades and monitoring (checkpoint)

Network upgrades including creating Vlans

Wireless Network installs

Exchange migrations and upgrades

Windows Domain and Policy Clean-ups

Server builds

Website maintenance and changes

Exchange Support for 45 Node Exchange environment

Microsoft Xwrap and documentation

Documented Back up procedures

Nov 2004 – Aug 2005 IT Manager

Trustile Doors LLC – Denver CO

Supported over 10 servers and 100 workstations

Maintained SQL, Exchange, Terminal Server, environments

Created redundant network and system environment

Documented all network and support infrastructure

Responsible for all Telecommunication equipment (PBX, Cellular, VOIP)

Created policy and standards for the company

Met with all vendors for pricing, support, future planning of projects

Spearheaded all IT projects

Responsible for various IT consultants

Maintained all network devices (routers, switches, wireless access points, & wireless bridges)

Upgraded and created backup procedures for servers and user’s files Mar 2002 to Nov 2004

Various Consulting Assignments

ARS, Premiere Radio Network, 3-2-3, Double Click, Fredrick Printing, MBIA, as well as others

Supported a Mass90 implementation and upgrade

Built network infrastructure with internet and email connectivity

Managed 95, NT workstation upgrade to XP

Exchange 2000 rollout and implementation

Created back up solutions and disaster recovery plans

Migrated print servers from NT to 2k

Designed corporate web site

Diagnosed and resolved Mass90 printer and reports issues

Configured nightly Veritas backups

Dec 1999 to Mar 2002 Senior CTI Architect

TeleTech – Denver, CO

Architected new CTI solutions including: lab environments, test, QA, and development

Created a Centralized Genesys Solution that could include up to 12 call centers world wide

Integrated Genesys in a thin client scenario using Citrix

Responsible for clustered Exchange environment which processed approximately 10,000 emails daily

Lab Manager

Built test and QA environments for the lab

Maintained lab documentation

Configured Lab to duplicate production

Supported mini call center in the lab: 50 PC’s, phone switch, Hammer, Win/ Load Runner, etc.

Configured Genesys to work with NICE and Witness

Answered RFP’s

Worked with other CTI applications GeoTel, Cisco ICM, Lucent CenterVU 2000 & BSR

Worked closely with telecom and networking groups to optimize data and telecom networks

Created a Genesys demo showcasing many of Genesys products including VOIP, Internet suite, and Outbound

Architected SS7 solutions

As part of the Change Management Team was responsible for all changes within North America

Maintained Lab databases (Oracle & SQL) and Exchange servers

Responsible for local and remote backups using tape libraries

Maintained software and hardware updates in both production and lab environments

Provided management with reports with regards to environment stats.(test, QA, development, production) MMMMike ike Fremont

Jul 1998 to Oct 1999 Senior Network Analyst/ Administrator LandAmerica – Denver, CO

Designed 600–700 node network

Created disaster recovery for the network

Managed connectivity of over 45 sites

Maintained over 50 servers

Managed over 10 consultants and temps during implementation

Wrote network procedures and policies

Worked with cable contractors

Trained other analysts

Worked with business partners to improve their network productivity Dec 1997 to Jun 1998 Network Analyst/ System Administrator Command Technologies – Denver, CO

Performed Nightly Backups

Responsible for three different networks across Denver

Maintained network documentation

Administered and maintained both NT and Novell Networks

Assisted with new installs and maintained the Help Desk

Created and implemented Y2K documentation

Feb 1997 to Dec 1997 System Administrator

Columbia Health Care – Denver, CO

Maintained and supported the Help desk

Responsible for all nightly and end of month reports and backups of all RISC 6000 machines.

Monitored and programmed routers.

Administered and maintained a Novell 3.1 network

Implemented the transfer to a Windows NT server

Assisted in the maintenance of an Octel Phone switch

Administered 2 RISC 6000 machines

Maintained over 200 PC's and 300 Terminals

Aug 1996 to Jan 1997 Product Support

First Data Corporation (Electronic Commerce) – Denver, CO

Answered technical support calls for levels 1,2,3

Worked closely with development team to diagnose new software issues

Created a Technical database containing solutions to software problems

Designed and programmed an order management system that was installed to over 50 workstations

Diagnosed dial-up networking problems including TCP/IP stacks and PPP transmissions Dec 1995 to Aug 1996 Tele Tech (AT&T Imagination Network) - Denver, CO Responsible for: Assisted with installation of software; Diagnosed sound card and modem conflicts; Edited and wrote modem strings; Tested access numbers; Gave advice and general technical support EDUCATION:

Graduate of University of Colorado with BSCSE (Bachelor of Science Computer Science and Engineering) Major Computer Science PROFESSIONAL ACCOMPLISHMENTS:

Cisco CCNA

Genesys CGE

Genesys Internet Suite

Genesys Interaction Router

Citrix MetaFrame XP 1.0

Microsoft Certified Professional System Engineer

Eagle Scout

Contact Info: Mike Fremont

acs57b@r.postjobfree.com

636-***-**** (H)

303-***-****(C)

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