Aaron Giles

Fontana, CA

909-***-****

ad129k@r.postjobfree.com

EXPERIENCE

SUMMARY

•10+ years telecom, mostly within healthcare. Includes telecom network design, decision making of all telecom equipment, call center design, call center management training, and design of call center reporting tools.

•10+ years programming, troubleshooting, and reporting experience using Avaya Communication Platform.

•Strong vendor management experience.

•Experienced in managing budgets and contract negotiating.

•Managed 20+ telecom technicians and admin personal.

•Proven track record of strong project management skills.

•3 corporate relocations without incident and very little downtime. • 3 system upgrades Avaya to Cisco and Nortel to Avaya

•Complete Network redesign.

•Cost savings to all environments thru SIP and proper training for staff to include callcenters

WORK HISTORY

11/21 Small project to include Allstate insurance to present

All positions listed are contract:

Drivetime – Sr Analyst

Telecare – Sr Telecom Engineer

SCI- Sr Telecom Analyst

QTC – Sr Recruiter

Pomona Valley Hospital Medical Center 7/2020 to 11/21

Sr Telecom Engineer Remote

Telecom Enterprise design

System conversion from Avaya Red to Avaya Blue

VoIP network planning

Call Center design

Avaya CMS

Developed Policies and Procedures

Vendor Management

SIP design

DR Planning

Mitel, Avaya, Cisco

Telecare Corporation 1/2020 to 6/2020

Remote Consultant - Sr Telecommunications Analyst

•Managing service requests for telephony services for the enterprise. That would include requirements assessment, technical consulting to oversee proposed solutions and provide recommendations as appropriate.

•Order telecom equipment using Telecare standard processes and would be responsible to managing equipment inventory and returns to the carrier providers as necessary.

•Service provisioning and coordination with RSAs

•Manage all break/fix ticket tracking and escalation to ensure service SLAs are met.

•8x8

•RingCentral

•Five9

•IVR

•

Torrance Memorial Medical Center 10 /2014 to 7/2019

Telecom Manager/ Telecom Architect

Implemented and oversaw all major hospital IT projects, focusing on cost reduction. Created, improved, and developed IT project strategies. Implemented new technologies and coordinated the design, installation, maintenance, and upgrades of the hospital data system and supporting facilities. Managed ALL aspects of voice communications Demonstrated leadership and high potential, received 3 Promotions within 24 months from Contractor to Telecom Manager.

•Lead wireless team and was a key stakeholder and decision maker on the MDM platform. Included telecom network design, decision making of all telecom equipment, call center design, call center management training, design of call center reporting tools.

•Implemented full project management for all telecom projects and rejected projects that were not going to be cost effective or suitable to the institution’s standards.

•Oversaw equipment installation.

•Saved an estimated 25% by working with Vendors during the renegotiation and restructuring of contracts on Hunt Cancer Center projects.

•Lead team on decision Cost reduction of traditional voice circuits to SIP protocol with a cost reduction of more than 40% yearly.

•Lead the team to reduce standard POTS lines for faxing and moved to rightfax with a further cost reduction of 70% with Cerner integration.

•Led team to find the proper TEM solution and resulting in a savings of 156k 1st year and proper contract negations after finding years of waste for services not used but being billed on a month-to-month basis at tariff rates.

•General administration of PBX for items such as ARS, Call Routing, ISDN Number, FAC, COS, COR, and other options

•Plan and schedule IT employees, develop and implement individual training plans. Evaluated work performances.

•Created a training manual from scratch and led a biweekly training session which improved employee effectiveness by 50%.

•System integration via Microsoft Lync

•Expansion design Multi locations via Avaya gateways. Witness call recording monitoring of all agents

•Architecture, administration, maintenance, and provisioning of Avaya PBX system

•System design / Avaya phone system programming

•Avaya CMS

•Implement Avaya VoIP infrastructure for remote offices and centers

•Track telecom vendor contracts for voice services

•Advanced Troubleshooting skills on Avaya S87xx series PBX and associated peripherals

Auction.Com 4/2013 to 8/2014

Telecom Manager

•Managed all aspects of voice communications

•Vector programming

•Call center programming

•Call center design

•Avaya CMS

•System design globally / Avaya phone system programming

•Complete system programming

•System integration via Microsoft Lync

•Expansion design Multi locations globally via Avaya gateways. Witness call recording monitoring of all agents

•LiveOps Cloud Based Callcenter

•Design

•Integration with Avaya phone system

•Global Agent design with virtual call flows

PacTrust Bank 1/2012 to 4/2013

Telecom Manager

•Managed all aspects of PTB Avaya and Cisco voice network

•Manage all wireless portable units

•Wireless Phones, Internet devices, and contracts

Cisco Call Manager and Unity Admin

•All adds moves and changes

•Cluster design

•Expansion design

Cisco UCCX

•Call Center design and administration

Vendor management

•Managed all vendor request for task completion

•Negotiate all vendor contracts Oaysis Call Recording

• Cisco Call Recording Data and Voice Billing

•Responsible for all voice and Data billing to include contract negotiation

•Presence / IP Communicator

•Project Planning

•MAC’s

•Data and Voice Billing

•Call Center Planning and strategy

•Convert and Update ALL locations to new voice system

•Established cost savings of $152k for 1st year

•Convert acquired locations

•Disaster Recovery for ALL PTB’s remote locations

BSH, Huntington Beach, CA 3/10 to 1/2012

Telecom Specialist Americas

•All Telecommunications for North and South America

•Architecture, administration, maintenance, and provisioning of Avaya PBX system

•MAC (Moves/Add/Changes) activities for in-house systems

•Implement Avaya VoIP infrastructure for remote offices and centers

•Track telecom vendor contracts for voice services

•Advanced Troubleshooting skills on Avaya S87xx series PBX and associated peripherals

•General administration of PBX for items such as ARS, Call Routing, ISDN Number, FAC, COS, COR, and otherS

•Strong knowledge of Telecom Security

•Strong Call center knowledge

•Multi site call center routing

•Strong knowledge of IP based Telecom systems

•SIP Trunking

•Heavy Documentation

ACS / Disney Travel, Anaheim CA 11/05 to 11/09

Telecom Supervisor / Information Management Sr. Specialist

Total Communications Solutions, Fontana, CA 4/2004 to 11/05 Sr. Telecommunications Consultant (sole proprietor)

Encore Credit Corp, Irvine, CA 01/2003-04/2004

Telecommunications Manager

New Century Mortgage Corp, Irvine, CA 01/1999-01/2003

Sr. Telecommunications Analyst

Long Beach Acceptance Corp, Orange, CA 6/1997-10/1998

Telecom Administrator / Collections Supervisor

EDUCATION

Mt San Antonio College

•Platt College Legal Contracts Course

•Total Quality Management Course

Avaya Performance Complete Training

Avaya Aura Training

Cisco UCCX Training

Cisco CUCM Training

USMC (Telecommunications Wireman) 1982 to 1986

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