Timothy J. Gray

San Antonio, Tx

512-***-****

ad00rt@r.postjobfree.com

https://www.linkedin.com/in/tim-gray-874bb36/

Overview

Strategic, collaborative and experienced IT manager, engineer, consultant and technical project manager. Exceptionally strong skills with specialized telephony, UC, networking, contact center systems, infrastructure design implementation and programming. Demonstrated success managing multiple technical projects in a 24-hour production environment. Experience and comfort with positive communication with staff at all levels. Positive, proactive, analytic, decisive, and highly accountable professional. Demonstrated success bridging needs between programs, employees, business, and technology.

Major accomplishments

Manage the day to day telecom operations for 170 locations and regional contact centers.

Upgraded and merged Avaya core infrastructure into one managed CM 8.x environment with ESS failover.

Upgrade and virtualization of the entire telecommunications environment.

Led consolidation of telecom circuit providers resulting in savings of 720K annually.

Lead a team of 8 professionals managing the enterprise telecommunication infrastructure.

Designed and deployed telecommuter functionality for remote contact center agents and staff.

Designed redundancy for the telecom enterprise including contact center operations.

Facilitated seamless technical expansion of Genesys Contact Center from 120 to 650 seat facility involving multiple remote locations.

Responsible for budgeting all data, telecommunication hardware, implementation, maintenance and support.

Managed implantation of Avaya Oceana.

Inspyr Solutions/Avaya/SSA (Contract)

September 2022 to August 2023: Project Manager and Engineer

Manage new and ongoing customer projects of varying sizes for a current large managed services customer

Coordinate internal resources and third parties/vendors for the flawless execution of projects

Ensure that all projects are delivered on-time, within scope and within budget

Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

Develop comprehensive project plan to monitor and track progress

Manage changes to the project scope, project schedule and project costs using appropriate verification techniques

Report and escalate to management as needed

Manage the relationship with the client and all stakeholders

Perform risk management to minimize project risk,

Public Trust Level 1 clearance and Top Secret Security clearance.

Establish and maintain relationships with third parties/vendors

Create and maintain comprehensive project documentation

Meet budgetary objectives

Use and continually develop leadership skills

Perform other related duties as assigned

Develop spreadsheets, diagrams and process maps to document needs

EXPERIENCE

3+ years' experience in managing UC/CC telephony projects

Experience working with Avaya Aura solution components a plus

Experience with scheduling

Prior experience working with government agencies a plus

SKILLS & COMPETENCIES

Excellent client-facing and internal communication skills

Excellent communication skills

Solid organizational skills including attention to detail and multitasking skills

Strong working knowledge of Microsoft Office

Bachelor's Degree in appropriate field of study or equivalent work experience

Must be able to obtain Public Trust Level 1 clearance

Hexaware/Freedom Financial (Contract)

March 2022 to August 2022: Senior Project Manager

Manage, define and coordinate implementation of transition of Genesys from on premise to cloud.

Responsible for the delivery and execution of portfolio of or highly complex detailed projects with high risk.

Dedicated to a major account. Responsible for the development of a project implementation plan that articulates the role of client, as well as vendors and client resources, in the delivery of the designed solution within the account.

Oversees project in the and leads team members to ensure projects are delivered on time and within budget and to satisfaction of the customer and leadership.

Comcast (Contract)

September 2021 to January 2022: Senior Project Manager

Work directly with clients and business on multiple projects

Implement solutions working with various teams and deliver projects on schedule.

Responsible for planning, coordination, and delivery of projects regarding data and telecommunication deployment activation and decommissioning.

Dice Communications/Alamo Community College (Contract)

November2020 to June 2021: Telecommunications Resident Engineer and Project Manager

Programs, installs, maintains and troubleshoots OXE phone system, OTMS voicemail and associated peripheral devices including but not limited to; cabling, telephones, fax, 8770, Rainbow, battery backup, paging…

Performs software upgrades as required per manufacturer specification

Ensures all hardware and software necessary for the operation of the telephone switch is ordered

Dell Global Infrastructure Platform@ Engineering (Contract)

Febuary 2020 to June 2020: Services Project/Program Management

Manage, define and implement an enterprise telephony strategic plan. The strategic plan defines business case for the definition of a standard operating environment, and a migration plan.

Responsible for the delivery and execution of portfolio of or highly complex detailed projects with high risk.

Dedicated to major accounts as post-sales contact responsible for the development of a program implementation plan that articulates the role of client, as well as vendors and client resources, in the delivery of the designed solution within the account.

Oversees projects in the portfolio and leads project managers to ensure projects are delivered on time and within budget and to satisfaction of the customer and leadership.

Rush Enterprises

October 2017 to November 2019: Manager Telecommunications and Project Management

Summary:

Manage, define and implement an enterprise telephony strategic plan. The strategic plan defines business case for the definition of a standard operating environment, and a migration plan.

Responsible for developing an understanding of the present state and telephony inter-operability as we migrate in various phases from non-standard to standard operating environment.

Research, define and create voice solutions that fit the business requirements of various sizes, locales and functionality of remote offices.

Key contributor to the overall planning, design, implementation, and support of enterprise telecommunications and contact centers.

Avaya Oceana\Aura migration from Avaya ACD.

American Cancer Society, Corporate Center

November 2010 to May 2017: Manager, Enterprise Telecommunications Engineering and Project Management

Summary:

Key Responsibilities

Design, plan, implement and manage capacity of the telephony environment.

Support VoIP planning and testing as well as troubleshoot 3rd level VoIP problems.

Develop strategic and effective telephony standards for the enterprise.

Provide positive and proactive support and feedback to team members to ensure efficient and effective work environment.

Provide goal setting and performance evaluation support for the team.

Work collaboratively and strategically with technical and field staff to implement effective systems change and facilitate technical change management.

American Cancer Society, National Cancer Information Center

January 2003 - November 2010: Telecommunications Engineer:

Major responsibilities:

Management of internal and external call routing for a 650 seat, 24x7 information center

Managed the complete installation and configuration of Genesys Framework, URS, TServer, GVP and Work Force Management components

Successfully facilitated external partner/vendor relationships.

Proactively and collaboratively lead a team of technical support specialists.

July 2001-January 2003: Desktop and Telephony Team Lead: Managed the continuous technical operation of a 360 seat, 24x7 information center. Major responsibilities:

Provided positive and proactive support to team of Desktop and Telecom Support Specialists to ensure that desktop, servers and voice system are available and operating properly.

Managed routing changes/additions to the environment without interfering with production.

August 1997-June 2001: Network Administrator: Managed the continuous technical operation of a 360 seat, 24 x 7 information center. Major responsibilities:

Facilitated ongoing collaboration with information center leadership to determine business requirements and maximize technical solutions for present and future.

Assisted information center management to interpret technical information.

Austin Data Systems

July 1995-July 1997: Project Manager and Network Specialist: Major responsibilities:

Provided designs, cost analysis, procurement of hardware and materials for installations of LAN WAN and telecommunication infrastructures.

Managed projects and supervise installation staff.

Software and Hardware Knowledge and Certification

Extensive knowledge of Genesys Framework 8.0 and 8.5, CME, GVP, URS, IRD, OCM, WFM, Studio environments and Verint call recording.

Extensive knowledge of the following environments, ESS, ASA, System\Session Mgr, applications and Aura Messaging administration.

Extensive knowledge with Avaya CM 8.x environment programming. To include, G450 and G430 gateways and Avaya Unified Communications

Microsoft Office Suite, JIRA, Waterfall and Agile methodologies.

Education

Avaya University

NACR Center of Excellence

Genesys University

United States Coast Guard Information Technology

San Antonio College

Austin Community College

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