WILLIAM (BILL) PARKER

CERTIFICATIONS

Avaya Certified Associate

Microsoft Certified Systems Engineer (MCSE)

SKILLS

Proficiencies:

Telecom engineering; Session Border Controllers - managing, supporting these devices; IVR systems; production call center administration; phone system installation; software upgrades and updates; call reporting; phone switch programming; call flow and call logic; firewall administration; FCC regulations; systems administration and management (managing users and groups, permissions, event logs, backups);system administration; root cause analysis; technical support software troubleshooting,

Telecom and Network technologies:

Avaya, Cisco; Cisco appliances, routers, and switches; IVR (Avaya, Microsoft, Asterix); fax modems, devices, and PBX and phone systems; telephony, firewalls (Cisco, Meraki, Juniper), ethernet, TCP/IP, VoIP, LAN, WAN, PKI

Protocols:

FTP, BGP, OSPF, EIGRP

OS:

Microsoft Windows

Server OS:

Microsoft Windows Server

Software:

ServiceNow, Visio, Active Directory

Methodology:

Agile

EXPERIENCE

Worked on a short-term engagement with Centene Systems as a Telecom Engineer in 2022. Took medical leave in 2022 to take care of a terminally ill relative.

Voice/Data/Network Engineer – Optum Technology (United Health Group) (Nov 2011 – May 2022)

Worked daily with the SBC, shifting traffic using the session manager. The Avaya SBC used SIP to deliver calls and perform trunking. It allowed them to co-locate the equipment at an MSP. Calls were delivered to a SIP endpoint.

Led initiative to migrate call centers from EAS to Avaya Business Advocate, working with business leaders, the technical QM team, and vendors.

Worked on a large Avaya decommissioning project.

Built the Avaya Call Center which included the Avaya phone system and servers and supported call reporting systems.

Worked for the group that installed and supported the Avaya system. It included trunking and managing the SBC on 20 different network nodes with 15,000 to 20,000 people on each node. Ultimately, the setup of this environment allowed for 13000 people to work from home when COVID hit.

Supported desktops and got the Avaya 1x Communicator working, including Cisco phones and the application that ran off the computer.

Programmed a system for specialty pharmacy division for small pharmacies. Traveled to all of them and trained them in Business Advocate (Avaya) and built out that platform for them.

Upgraded, designed, and implemented call flows and logic across multiple time zones and data centers for all national specialty pharmacies. Built call centers and ported numbers.

Worked with Avaya's IVR (Experience Portal). Worked with Asterix, Cisco, and Avaya toolsets.

Supported Cisco appliances, routers, switches (layer 3). Worked with Bay networks and used Ingenious, a product that allowed monitoring the network and performing tracing along with reviewing network status down to the segment level. Also worked with Wireshark.

Performed basic Active Directory administration, adding and deleting users and groups and doing policy administration. Used AD integrated with Avaya products and added people to Information Services. Supported applications hosting web sites and gave people access to the sites.

Reduced ASA and abandoned call rates using Avaya B.A. at the request of Brio senior management (formerly Diffusion).

SME for Verint Call Recording System servers and applications.

Sr Telecommunications Engineer – Starpoint Solutions, LLC (May 2011 – Oct 2011)

Collaborated with handlers in the support of private investor firm partners at Wellington Management International Ltd.

Partnered with Avaya Developer and Tier 3-4 engineering to improve audio quality of calls by researching, engineering, and delivering voice infrastructure modifications.

Remotely upgraded media-gateways, network objects, and phone firmware at all US, UK, European, Australian, and Asia PAK locations.

Managed call routing activities, built call centers, and ported numbers.

Worked at a short-term, temporary engagement with Liberty Mutual between engagements at Starpoint Solutions and Midwest Voice & Data.

Sr Telecommunications Engineer – Midwest Voice & Data Communications Inc. (Jan 2009 – Feb 2011)

Managed telecommunication projects for company and clients. Worked as a team of three engineers supporting clients.

Provided Avaya Tier 4 support for traditional and IP PBX and messaging systems for more than a thousand US and international clients, vendors, and companies.

Programmed phone switches (AT&T and Lucent/Avaya) for hundreds of customers consisting of hotels and casinos.

Managed call routing activities, built call centers, and ported numbers.

Owned and resolved complex problems independently and as a group. Anticipated and identified business needs and recommended solutions to complex problems.

Monitored system performance, identified potential problems, and proactively resolved them. Tracked and coordinated resolution of problems with staff and vendors.

Utilized design experience of Avaya Aura Call Center provisioned with Elite Vectoring and system customization.

Manager - LAN/WAN/Telecommunications – Macy's Inc (Jul 2007 – Dec 2008)

Built and directed a team of 7 engineers in support of 83 stores headquartered in Ohio, Pennsylvania, and New York (16,000+ users). Voice Systems were Lucent (Avaya) Systems of various models and versions across the region.

Executive sponsor for North Region telephony (16 states). Managed voice and data networks for 150 Lord & Taylor employees following Macy's acquisition of May Company.

Managed call routing activities, built call centers, and ported numbers.

Partnered with vendors and customers to design and implement systems and solutions tailored to retail industry.

Director, Telecommunication Operations – CIT Group Company (Corporate Investment Trust) (2004 – 2007)

Oversaw technology for rapidly growing business with 280-person call center. Designed and built call center and IT center from ground up. Provided reports on cost of ownership and ROI to owners. Managed $650K annual budget and five staff.

Budgeted, designed, built, and supported all Avaya Contact Center applications for the lender. Utilized Avaya S8700/10, CMS, CCE screen pop, E-CAS, Avaya Business Advocate, Avaya Conversant IVR, and Avaya Predictive Dialer Systems.

Worked with Avaya's IVR (Experience Portal) which interfaced with everything and was used to reduce call flow into call centers.

Provided IP Trunks between sites, EC500 - extension to cellular functionality, and Meet-me-Conferencing.

Managed call routing activities, built call centers, and ported numbers.

Conducted executive training and directed and prioritized key business projects with customers, vendors, and consultants. Developed and led technical project teams that exceeded customer expectations.

Trained and built engineering and management teams to support company growth.

Sr Telecom Analyst/LAN Manager / Contact Center Analyst/Engineer – McGraw-Hill (2000 – 2004)

Designed and managed corporate LAN/WAN, voice, and messaging infrastructure for 1000+ users. Managed global WAN using third-party vendor for over 30 remote sites.

Partnered with business unit leaders (companies included Standard & Poor's Ratings, S&P 500 Indices, Business Week, Higher Education Division, and F.W. Dodge) to develop requirements and solutions.

Avaya Remodeled and enlarged data center, built new LAN and server cabinets for new business units. Expanded the Avaya Definity V12 and upgraded the Avaya Intuity Voicemail 4.0 to larger Map 5.0. Chicago voicemail alone received 10,000+ customer calls daily.

Supported contact centers in Ohio and Texas. Maintained voice architecture, applications, and server farms.

Supported call centers and fixed the call recording system.

Designed, built, and supported Avaya Contact Center applications. Utilized Avaya Definity G3SI, CMS, WFM, Micro-call, Avaya CentreVu Advocate, CentreVu Supervisor, Avaya, and Avaya Message Care Systems.

Managed change process activity for voice and data systems; ordered and provisioned IT services.

IT Technician – Henny Penny Corporation (Sep 1997 – Jun 2000)

Worked with managers to build a new office LAN, WAN, and telecom infrastructure.

Managed change process activity for voice/data systems; ordered and provisioned services.

Responsible for Lucent Elite Call Center development and support. Was the acting Desktop Manager for support and purchasing company's desktops hardware.

EDUCATION

Associates in Electronics Engineering Technology, ITT Technical Institute, Dayton, OH

Communication Networking, Data Center Qualifications

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