*** * ********** ***

New Castle, PA *****

ad0ij8@r.postjobfree.com

484-***-****

John A Wetzel

Summary of Qualificati ons

Proven ability to learn new business and work independently or with a team to achieve goals. Able to provide leadership and act as a source of direction for the training, guidance, and supervision of IT staff. High personal standards of integrity with ability to handle sensitive matters with confidentiality.

Well-developed analytical and problem-solving skills, strong emphasis on quick resolution of all escalated UC tickets regardless of SLAs. Possess organizational as well as verbal and written communication skills. Excellent customer service and troubleshooting skills with a strong focus on customer satisfaction.

Professional Experience

2013-Present PNC Pittsburgh, PA

Infrastructure Engineer, Promoted to Officer during 2nd year.

Maintain Four Cisco CUCM Clusters residing on C240-M5 UCS servers running on VMware. Responsible for patching and upgrading platforms to remediate vulnerabilities.

Converted 2800 offices from POTS, Centrex and PRIs to SIP trunks running on Oracle Session Border Controllers.

Built and deployed 21 new C220-M4 Cisco servers to migrate Production and QA into newly built data centers in October 2017.

Upgraded CUCM and Unity Connection from versions 8.6 to 10.5.2 to 11.5.2 and to 12.5 in May of 2023

Responsible for all problem resolution and assistance with root cause analysis on all issues escalated from Tiers 1 & 2.

2011-2013 Presidio Networked Solutions Orlando, FL

Voice Engineer Team Lead

Worked remotely from PA supporting all government customers in Florida running all supported versions of Call Manager, Unity, UCCE & UCCX

I worked as a Team Lead in 2012 assisting junior engineers learning customer service skills and Cisco best practices.

2005-2011 Sears Home Improvement Longwood, FL

Telecommunications Manager

Performed analysis of telecom and data circuit costs for 56 offices, 8 call centers and corporate headquarters. This resulted in over $400K in annual savings.

Frequent interaction carriers and local equipment companies to keep abreast of emerging technologies and potential for cost savings measures.

Developed and initiated plan to migrate 40 offices from traditional phone systems to our Call Manager and Unity platforms. Project managed the purchase, programming and deployment of Cisco routers and switches.

Developed the SOP for auditing telecom billing to investigate and prevent fraud.

2001-2005 Net Telecom New Castle, PA

Owner

Maintained this company to supplement income while working full and part time for a small variety of different employers.

Provided consulting services for customers looking to improve efficiency in business practice through implementing new technologies.

Designed, installed and maintained computer networks for several call center customers until I accepted a position with my largest customer.

2000-2001 Teleperformance Atlanta, GA

Telecom Engineer

Project Managed openings for a 450-seat contact center in Youngstown, OH and a 750 seat contact center in McAllen, TX.

Travelled between locations for six months handling all aspects of contact center furniture and cable installation. Project was completed on time and under budget.

Handled the closing and dismantling of three contact centers in SC and CO.

Assisted with ISO 9001 certification in Atlanta headquarters.

1993-2000 American Home Improvement Monroeville, PA

Telecommunications Manager

Developed internal Telecommunications department for this Sears licensee operating a $33M dollar annual business on fax machines.

Initiated the design and deployment of a nationwide IP network that eventually encompassed 75 offices and 15 contact centers nationally.

With a staff of five I was responsible for the selection, ordering and installation of telephone systems and network equipment for 72 offices and 15 contact centers across the country.

Performed monthly analysis and approval of all telecom and network circuit invoices for the enterprise.

Technical Highlights

Earned Certifications in the following courses;

CCNA 6/2012

CCNA Routing & Switching 6/2012

CCNP Troubleshooting 2/2012

ITIL-F 12/2011

IPCCE Cisco IP Contact Center Enterprise.

Highly proficient on the following systems.

Cisco Call Manager v 4 – 12.5

CUCM SME 8.6 – 12.5

Cisco Unity v3 – 12.5

Microsoft Office 365

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