Manager Customer Service

Toy O. Slaughter Jr.

**** * ***** *******, ** ***19 773-***-**** Home 312-***-**** mobile

https://www.linkedin.com/pub/toy-slaughter/92/41/6a3 ************@*****.***

Summary of Qualifications

Workforce Planning Client Relations Market Analysis Relationship Management

Training/Development Business OPERATIONS CLIENT NEGOTIATIONS Contract Management

Workforce Planning METRICS Reporting & Analysis Managed Services Service/Project Management

20+Years of Progressive experience in IT and Telecommunications

Highly skilled management professional with the ability to effectively lead, manage, motivate employees, facilitate processes, achieve established goals and objectives. 20+ years of leadership experience.

Advanced ability to write documents to establish operating procedures. (Mop’s and Sop’s)

Demonstrated ability to cultivate partnerships with clients and internal teams in targeting performance and development needs through a thorough understanding of complex organizational cultures and business requirements.

Displays dynamic poise, persuasiveness, and confidence necessary to earn credibility, resolve problems, and perform at the highest level.

12 years of progressive team management both in the NOC and the field.

Skills as lead trainer in a classroom and on the job environment

High level knowledge of Google apps and products (Android)

Superior knowledge of Microsoft office products and applications (PowerShell, Lync, 365, Visio, etc.)

Knowledge of VPN’s (virtual private networks) configuration and usage

Knowledge of network security frameworks products and procedures

High level knowledge of configuration and installation of video recording and storage networks

IT services management

Expert in vendor management (outsourcing).

VMware and other cloud based applications.

Service procurement

Experience with the Cisco Unified Contact Center System including knowledge of the Central Controller Configuration, ACD and VRU Peripheral Gateway configuration and support, Cisco Call Manager, Configuration Manager, Unity Connection Script Editor, Cisco meeting place. Finesse. Cisco Intelligent Call Management, PBX Asterisk software.

Insured that all SLA’s, MOP’s, SOP’s and KPI’s (key performance indicators) were followed/met in the field and the call center (NOC). Use of network monitoring equipment and ticketing systems

Advanced knowledge of fiber optic hardware and software standards. Cable maintenance and installation. Test and turn up procedures.

Over 20 years of project management experience (Agile) where I was the technical and operations SME

o15 years of experience in disaster recovery protocol.

o02/1999-06/2003 Testing lead/technical project manager for ATT 3G wireless technology upgrade

o04/2009-10/2012 Technical Project manager for ATT 4G LTE wireless technology upgrade for the Midwest. $500M budget

TCP/IP, SIP, VoIP (QoS), DNS, DHCP, VOIP, SMTP and Active Directory

LAN/WAN/VLAN/WLAN

Knowledge of routing protocols. OSPF, IS-IS, IGRP, EIGRP, RIP, BGP

Professional Experience

Datacomm Sales Inc. Burr Ridge, IL 06/2016-Present (Contract)

IT Project Manager

• Installation and Maintenance of IT Hardware and Software. Cabling for voice, data. .

Install video fiber optics, and wireless networks

Maintain systems such as: Cisco, Avaya, and Shoretel

• Paired Outlook with mobile devices (AirWatch)

• Maintained Video conferencing on Cisco platforms

• Installation of T1, PRI, MPLS Circuits, extensions and directional boring.

Grant Thornton/Sogeti Oakbrook, IL 11/2015-1/2016 (Contract)

Technical Services Specialist/Worldwide applications support

• Helpdesk support in Microsoft applications

• Trouble shot and resolved issues with Apple IOS, Blackberry, and Android mobile devices.

• Repaired issues with Microsoft Lync

• Paired Outlook with mobile devices (AirWatch)

• Maintained Video conferencing on Cisco platforms

• Active Directory administrator

• Resolved issues with laptop and desktop in Windows and Apple IOS

• Avaya telephone/VoIP system support, ACD

Equity Residential Chicago, IL May/2015-Aug/2015 (Contract)

Unified Communications Specialist

Coordinated installation of wireless local area networks (WLAN) at over 70 properties. 30,000 customers.

Administrator for Cisco VoIP (SIP CUBE trunking) network (Layer 2 switching concepts and Layer 3 routing concepts.). Cisco 2600, 2800, 3600, 7200, 7500 switches

Collaborated with several teams to convert 400 properties to VoIP which resulted in savings of over $1.4 million.

Direct contact and reporting into Senior Leadership Team for IT Services

Set up voice and video conferencing using Cisco’s Meeting Place

Call manger express, ICM, Contact center, Cisco unified connection 10.0, E911, meeting place, Webex, ACD, UCCX

Remedy ticketing and Service Now

Quantum Crossing LLC. Chicago, IL. Nov/2014 to May/2015 (Contract)

Technical Service Operations, Service/Help desk Manager

Responsible for overseeing the installations of over 5,000 of the Chicago Transit Authority’s IP (DNS/DHCP) security cameras operation.

Supervised a field force of up to six field technicians.

Programmed and installed network for security video recording and storage.

Insured Cisco switches using Nexus OS and IOS (Layer2) and routers (Layer 3) were connected correctly to the CTA’s sonnet network.

Installed and configured desktop hardware/software.

Insured that critical safety monitors were working properly at all times.

Served as single point of contact for escalations.

Utilized and maintained VPN’s

Avaya ACD telephone installation and maintenance

AT&T - GBS GLOBAL CUSTOMER SERVICE, Chicago, IL Dec/2010-June/2013

Sr. Specialist Network Support/Integrated Transport Management (Tier 3 support)/Area Manager & Director Network Operations Center/Hiring Manager

Responsible for service delivery and assurance for end to end Emergency 911 and network services

Team with AT&T departments and external organizations to address 9-1-1 technological upgrades and procedures.

Interact with over 1800 Public Safety Answering Points (PSAP) to ensure 100% 9-1-1 call completion.

Provide critical support monitoring 911 networks for Southeast, Midwest, and West AT&T regions.(Solarwinds, Nimsoft)

Assist PSAP customers with support for 911 equipment related outages.

Assist technicians with tier 2 tech support for network and customer premise equipment issues.

Served as single point of contact for FCC and SDR 911 outages.

Organized 60+ PSAPS transitions from POTS to VoIP applications.

Centralized and merged 911 call centers from 80 to 2 in Chicago suburbs

Insured call agent staffing levels by utilizing load balancing procedures..

Used CPE product knowledge and network layer firewalls to resolve disputes between local, vendor, and network troubles. Load balancing.

Created installation and maintenance schedules and insured they were adhered to.

Made sure customer service objectives were exceeded while budget and revenue targets were met.

Utilized reverse logistics to insure customer satisfaction was high and project costs were low.

Most 911 agencies utilized Juniper networks for the routing speed to their cloud environment and security.

Integrated 4 different call center technologies (Avaya, Five9, Service Now, and Cisco ICM) to the Cisco Call manager platform. (Call Manager, Unity, Meeting place etc.)

AT&T Midwest GBS GLOBAL CUSTOMER SERVICE, Chicago, IL July/2009-Dec/2010

Assoc. Technical Support Analyst Network/Area Manager Network Operations Center /Hiring Manager (contact center)

Responsible for warehousing 300+trouble tickets weekly, and recording customer trends. Also managed service delivery and assurance for several high profile customers.

Provided timely resolution of E911 troubles, either in network or at the customer's equipment. Generated trouble tickets to resolve. Insured end to end customer satisfaction

Insured integrity of Network security applications

Manages tech dispatch and gets involved in testing with technicians for quick resolution of client trouble.

Monitored the integrity of E911 circuitries in the MIDWEST region (Ohio, Illinois, Michigan, Wisconsin and Indiana).

Managed manual reroute for PSAP (Public Safety Answering Points) if situation warrants it.

Worked closely with internal and external teams in order to resolve other E911 impairments.

Insured call agent staffing levels by utilizing load balancing procedures.

Administrator for AVAYA and Cisco ACD (ICM, Call Manager, Unity Connection, Meeting place, telepresence) using Genesys software. Over 300 user.

Conducted manager and union annual reviews

Managed over 75 customer projects

AT&T Midwest GBS GLOBAL CUSTOMER SERVICE, Chicago, IL Aug/2007-July/2009

Network Operations Center Service Delivery/Assurance Manager

Responsible for management of a team of 10 Telecommunication Specialist, as they provided provisioning and maintenance of data network services for the Midwest region of AT&T. Customer billing and financial services. Ensured that all work processes, procedures and are in conformance, and that schedules are adhered to.

Identifies and removes roadblocks to safe and efficient performance by technicians.

Ensures that all technicians remained in compliance with required training.

Administered discipline to technicians and made recommendations concerning long term suspensions or terminations of technicians.

Conducted regular meetings with the team to update them on current business plans and company goals..

Shared point administrator

SBC, Chicago, IL Sept/1997-Aug/2007 Telecommunication Specialist

Lead Tech/ Technical Support/ Network Operations Center Manager

Served as Team Lead Assisted in the development and training of new and existing team members. Performed other duties as upon request for service assurance and delivery. Utilized Unix and Linux based programs.

Maintained central office equipment through testing, repair, and analysis to provide the various types of communication available from a central office. Duties may include but were not limited to the following utilizing Telcordia (Bellcore standards): Tester, DS0 & above, Performed routine tests on normal and emergency power facilities and equipment. Installed, tested and maintained various types of voice and carrier equipment, including official equipment, private line and program services.

Expert knowledge of analog voice & data grade circuits: POTS, ADSL, T1, T3, SONET, MPLS, LITESPAN, TELLABS TITAN 5500, DEXUS, SLC-96 & D4/D5 carrier systems. ACD systems

Strong knowledge of ISDN PRI circuits

Experience working with Alcatel, Fujitsu, Nortel, DMS, 5 ESS, SIEMENS switches, PBX’s

Technical writing

United States Navy - Enlistment June/1991 - Honorable Discharge May/1995

Electronics technician Rank E-4

Responsible for maintaining and repairing radio equipment ranging from ultra-low frequencies to extremely high frequencies

As Division Officer, Electronics technician and Radio Repairman, I Maintained and repaired various electronic equipment systems for Naval Seal Teams. Equipment types included: Sonar, Radar, Radio, Telecommunication (LAN/WAN), Satellite and Crypto logical communications. Provided advanced technical support for the naval defense system AEGIS. Established preventative maintenance procedures.

RF antenna repair

ACD systems

UNCF-Volunteer Service work, Chicago, IL Dec/2013 to Present

Event Logistics Team Lead

Responsible for registration, seating guest, event set-up/tear down, Live Auction Liaison, Greeter and other duties as requested. Sales and ticketing also using CRM concepts (Mostly social media, but some business to business applications)

Education & Professional Development

Whitney M. Young HS Chicago, Il Class of 1991

(electronics and computer sciences)

Hampton University Hampton, VA Electronics Comms.1994

University of Illinois Chicago Business Admin (2018 proj.)

Training & Development @Microtrain Technologies, IL

ITIL V3 Aug 2015

CCNA Dec 2014

PMP Nov 2014

MCTS Windows 7.0 Installation configuration Mar-2015

MCITP Windows 7.0Enterprise Desktop support Mar 2015

Six Sigma Green Belt @ ATT May 2012

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