Jerry (Thomas) Olson

Oakdale, MN *****

612-***-****

aczdg8@r.postjobfree.com

http://www.linkedin.com/in/thomasolson7

EXPERIENCED TELECOMMUNICATION AND NETWORK PROFESSIONAL

IT Professional with success directing and supporting a broad range of VoIP, Legacy and Contact Center Telecommunication initiatives within the Education, Manufacturing and Communication industries. Expertise in the development and implementation of voice and data equipment. Experienced in the design, configuration and maintenance of numerous telecom systems, hardware and software applications. Capable of providing high levels of technical and telecommunications engineering support. Excellent communicator that collaborates effectively with team members and consults with third party vendors to achieve goals. Proven ability to analyze existing systems and schedule upgrades to increase performance and productivity.

AREAS OF EXPERTISE

VoIP/SIP – PBX and VoIP platforms

Vendor Management

Proven success balancing multiple efforts

Project Management – Collaboration efforts

Written Verbal Communication

Customer Excellence – Relationship-minded

Networking Fundamentals – LAN/WAN

Contact Center – Effective call flow designs

TECHNICAL PROFICIENCIES

Platforms: Avaya, ShoreTel, Cisco, Extreme, Mitel, Voicemail, Call Management Systems, Contact Center, Call Routing, Call Accounting Systems, Video Conferencing Systems

Networking: LAN/WAN, TCP/IP, DHCP/DNS, OSI model

Tools: Avaya Site Administration, CMS Supervisor, Service Center, Remedy, Genesys Meeting Center, Avaya One-X Communicator, Voice Announcement Manager, Telnet, Skype for Business, Webex, VeraSmart, Century Link Toll Free allocator, Verint, Solar Winds, ShoreTel Director, ShoreTel Communicator, Office product suites, Active Directory

PROFESSIONAL CERTIFICATIONS

Network +

Project Management

Time Management

Avaya Contact Center

CCNA

Cisco Collaboration - In progress

PROFESSIONAL EXPERIENCE

Andersen Corp., Oak Park Heights, Minnesota 2011 – 2016

Largest window and door manufacturer in North America

Network Telecom Administrator

Provided outstanding telecom and network support for Andersen Windows enterprise clients. Expectations involved effective written and verbal customer contact to address configuration, deployment, testing, monitoring and troubleshooting of VoIP and Network initiatives.

Increased department efficiencies and productivity by 15%

Partnered with multiple Andersen Contact Center stakeholders to standardize call flows, leading to an improved outstanding customer service experience

Maintained and achieved high service level agreements for over 2000 voice and network incidents, reducing escalations by 30%

Involved in the rollout of new Contact Center markets, leading to revenue growth of over $180 million

Collaboration with dedicated resources on numerous IT agendas to deliver stakeholder initiatives and achieve organizational goals and objectives

PEARSON, Bloomington, Minnesota 2000 – 2011

World’s largest education company

Telecommunication Voice Engineer

Participated in a broad range of voice telecommunication initiatives while planning, analyzing and implementing solutions in support of Telephony business objectives.

Realized cost savings of $12K annually with migration of video platform to IP network

Productivity and revenue enhancement with rollout of VoIP soft phone technology

Successful telephony installation project, paving the way for migration of over 1000 VoIP endpoints

Proven success ensuring confidentiality, integrity and availability of 8 local/remote voice telecommunication servers, leading to increased revenue and stability

Key player in building telephony/network infrastructure of 250 testing sites, leading to revenue of over $100 million

VOLUNTEER INVOLVEMENT

Communion minister – Shepherd of the Valley, Afton MN

Youth Ministry – Shepherd of the Valley, Afton MN

Compassion International – Shepherd of the Valley, Afton MN

Spartan Will Power – Annual Day of Service – Twin Cities Michigan State University Alumni Association

EDUCATION & CREDENTIALS

Michigan State University, East Lansing, Michigan

Bachelors of Arts in Telecommunications

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