Customer Service Project Management

David T McCoy

**** ******** ** ** ********, Ga **144 678-***-**** *********@***.***

IT Leader Telecom Analyst

IT leader with 25 years of hands on experience spanning project management, implementation, and support. Dedicated and results oriented with expertise in managing IT Operations across multiple disciplines (End user, LAN, WAN, Data Center, Telephony infrastructures). A diverse background in technical and managerial areas with creating vision, strategies, and cost savings. Problem solver, team builder, and evaluator adept in generating consensus on providing outstanding Customer Service. Bring broad vision of knowledge to small and large growth companies.

As an IT leader/Telecom Analyst, can offer the following

20 years managing IT teams

25 years with solid experience serving as technical lead for project management, implementation, and support

End to End Project experience including design

Experienced with change management processes to support maintenance and upgrades to IT infrastructures

Sold track record with capacity planning and setting budgetary goals

Adept in evaluating/development of others

Mentoring and leading by example

Vendor management

Technical Skills

Progressive administering with Avaya Telephony/VoIP infrastructures

In depth understanding of Telecommunication protocols; such as ISDN, MPLS, PRI, SIP, H323, TCP/IP, DHCP, DNS, G711, G729, BGP, QOS

Hands on with Avaya Aura applications and peripherals; such as CM, Aura VM, CMS, Nice, IEX, Symon, AES, SES, Smgr, AAM, ECAS, Right Fax, prognosis, Adtran mux

Maintained VoIP devices and One-x communicator through moves, changes, additions, and deletions

Administration of call center routing such as; VDN, ARS, AAR RouteIt, vectoring, IP Flex

Hand on with Cisco CM, video conferencing profiles/codex appliances, this includes Tandberg solutions

Unix and windows OPS and applications/tools

Hardware: G650, G430, G450, S8300

===Professional Experience=== Lead Telecom Analyst Total Systems 2007 – 2016

Maintained and supported multi-site telephony environments for corporate/back-office and call center networks for the company. This included 5000 + users.

Beta tested all new software release in lab environment

Assisted to cut professional services cost by 65%

Project lead for call center expansion of 800 seats. Came in under budget of $2 million

Moved all VoIP connected devices to PE, thus eliminating hardware maintenance costs by 20%

Maintained, patched, and upgraded environments during ASO controls to resolve penetration/vulnerability scans (monthly/quarterly)

Implemented DR exercises annually utilizing hitching post/trailers for call center organization

Maintained all methods and procedures for documentations for team members

Responsibilities

Lead team of 10 Analyst for day to day operations for all aspects of telecom network

Maintain and supported SLAs set per contract

On-call support 24X7 for escalation for Sev 1 and 2 related issues

Completed and minimized outages through change management processes with communication to all effected stakeholders

Completed vendor management evaluations on quarterly basis

Lead and/or allocated team resources for all new implementation, changes, and projects

Participated on change management board

Developed, set goals, performance reviews and quarterly evaluation for each team member

Director of IT Operation ESC 2001 – 2007

Responsible for day to day operation for WAN, LAN, Desktop, Helpdesk, and Telephony technologies. Provided end to end client/user point of contact for escalations. Mentored, developed, and evaluated IT operation team members on quarterly basis. Lead each team through project management processes, implementations, and change management

Implemented change of telephony infrastructure from TDM to VoIP

Developed the IVR/Telephony environments to enhance for call center growth

Renegotiated vendor contract for 20% cost savings

Lead projects to relocate corporate office 3 times to accept anticipated growth. Completed under budget

Extended call center/ACD to consolidate growth after acquisition

Responsibilities

Maintained networks through change controls, patches, and upgrades

Met requirement guidelines for successful PCI compliance

Responsible for all resolutions for penetration/vulnerability scans

DR test completed on Annually basis

Created call center analytics processes for capacity planning and forecasting

Technical Staff Member AT&T 1990 – 2001

Provided 24x7 tier II technical support for 12 world class consumer service centers. Depth of experience includes system analysis, troubleshooting, and maintenance of voice and data hardware/applications. Responsible for escalation of system problems and outages

Coordinated and communicated with tiered and development teams on software releases

Supported the implementation of $5 million call center in Fairhaven, Ma

Cut Lucent/Avaya System from system 75 to G3R

Voice/Switch SME for 12 call center in the organization

Created BSR/Call routing for best customer experience

Call routing and CMS analytics to forecast call volume and capacity planning

Education BS – Business/Administration/Management 1989

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