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Engineer Manager

Lakeville, Massachusetts, United States
October 04, 2016

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Athan G. Poullas

Lakeville, MA ***** 617-***-****

Cisco Contact Center Engineer

Strong customer advocate with exceptional customer-facing skills, proven history of relationship building, problem solving, and service excellence. Committed to providing optimal solutions in an effective manner to obtain the highest level of customer satisfaction.

Specialties: Cisco ICM / UCCE, CVP, UCCX, UCCE Design, UCCE Implementation, UCCE Support, Cisco Call Manager, Unified Communications, Cisco Collaboration

Professional Experience

OPTANIX, Syracuse NY Remote Worker August ’12-August ‘16

Sr. Network Engineer / Problem Management Group

Lead Engineer for Cisco Unified Contact Center and CVP platforms, employing ITIL methodologies for Problem Management services to minimize impact of chronic problems affecting the availability and services to the Contact Center.

As SME for UCCE and CVP platforms, documents optimal solutions to chronic problems with consistent delivery. Thorough method of documenting remediation plans to chronic application and infrastructure issues minimizing resource expenditures and maintaining a high level of client satisfaction. Key achievements over the past 12 months:

•PMG lead engineer and SME on all Verizon Wireless Contact Center issues.

•Created documentation standards and methods for case creation and system audits, demonstrating flexibility and value to the organization by receiving executive level escalations.

•Engages immediately on such issues, providing timely updates, interfaces with various groups to break out, track and manage multiple issues, all while managing the issues through to resolution.

•Most number of High Impact cases contributor on the team over the past 12 months, creating High Value to our customers through PMG engineering efforts which directly affect customer retention.

DIMENSION DATA, Framingham MA March ‘05-August ‘12

Sr. Contact Center Engineer

Senior Engineer within Managed Services organization specializing in the following: Cisco Unified Customer Contact Enterprise (UCCE), Cisco Unified Customer Contact Hosted (UCCH), Cisco Unified Customer Voice Portal (CVP), Cisco Unified Customer Contact Express (UCCX).

Supporting technologies for Cisco Unified Communications: Cisco Unified CallManager, Cisco IOS devices including Gateways and Gatekeepers, Various CTI interfaces and applications to include CTIOS, CTI Driver for Siebel and overall CTI architecture for event driven Third Party Call Control.

Support of CIS organization through product knowledge transfers, assist Project Teams in Handoff Requirements to Managed Services for Day2 Support, Drive Initiatives of system audits for Non-Greenfield deployments and overall Quality Control of post deployment projects.

CISCO SYSTEMS, Boxboro MA April ‘99-March ‘05

TAC CSE/Team Lead

Cisco TAC Engineer- Assist customers and channel partners with day to day configuration, product upgrades, administration, scripting and support of Call Center integrations with various ACD and IVR platforms not limited to Avaya, Aspect, Nortel, Rockwell and Siemens. Support and integration to certified IXC interfaces and Service Provider models utilizing the NAM/CICM architecture.

Team Lead- Support various implementations of UICM, UCCH, UCCX and CVP/ISN systems. Thorough knowledge of CTI server architecture and desktop applications integrated into highly scalable Cisco UCCE and TDM Call Center deployments providing third party call control through events based inter-process communications across multiple client server platforms.

Aggressively worked within the business unit to provide accurate data and clearly documented analysis in support for generation of product related defects, field notices, technical product documentation, product enhancements and to address customer perceived product deficiencies.

Worked within the CCBU to drive product quality and serviceability through direct interface with Serviceability Design Engineering for key UCCE product enhancements and tools to include: Configuration/Install Wizard, Universal Debug Utility, Universal Data Collection Tool, Universal Call Key and Translation Route Troubleshooting Wizard.

GENETICS INSTITUTE, Cambridge MA May ‘98 - April ‘99 LAN Desktop Support Manager

Managed LAN support team within IS group for Biomedical and Clinical research company. Contributed as a Project Manager for a variety of client oriented systems projects and larger scale client server implementations which included Wide Area Network expansion, Oracle databases and GroupWise email.

Provided infrastructure support for corporate network including integration of LAN/WAN hardware, Security/Administrative tasks, Maintenance/ Updates of Windows NT servers and developing a solution for Citrix Winframe Remote Access system.

Defined and managed goals / initiatives for Desktop Support Analysts and the direction of the Client Remote Access and Desktop environment. Corporate standard for Network Operating System Novell 4.11, NT Server 4.0, Desktop operating systems - Windows 95, Windows NT Workstation 4.0.



Platoon Sergeant and team leader of 1st Marine Division MEU/SOC Intelligence Detachment Unit. Completed mission objectives and delegated assignments based upon mission requirements. Executed requests for Intelligence Imagery from air and ground, maintained equipment, repairs, administration, training and discipline of Marines. Provided Reconnaissance Support to Unit Commanders. Trained in M.O.S., MEU/SOC and Special Operations. Skilled in photographic and topographic map interpretation. SCI Security clearance.

Campaigns: Operation Desert Storm Cease Fire Campaign / Southern Watch, Somalia-Operation Restore Hope, Somalia-Operation Restore Hope II / United Shield.

Awards: 6 Letters of Appreciation, 4 Certificates of Appreciation, National Defense Service Medal, Southwest Asia Service Medal, Sea Service Deployment Ribbon, Good Conduct Medal, Armed Forces Expeditionary Medal, Joint Meritorious Unit Award, Combat Action Ribbon.


Cisco CCNA Collaboration (In Progress)

Cisco Unified Contact Center Enterprise Design

Cisco Unified Contact Center Enterprise Implementation

Cisco Unified Contact Center Enterprise Support

Microsoft Certified Professional (MCP# 947165)

Microsoft Certified Systems Engineer



Novell LAN Administration / CNE Program, Certificate, April 1996

Novell Client Server LAN Internship, 1996

Client Server Application Development / Web Development, Certificate, June’98-Feb.’99


Continued courses towards MIS Degree, 1995


Completed courses towards B.A. Degree, 1990-1991

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