Arthur Becker

815-***-****

ad478s@r.postjobfree.com

LinkedIn Profile: www.linkedin.com/in/arthurbecker8 Target: Infrastructure Architect of Data and PBX/VOIP/SaaS/UCaaS Professional Group and/or Project Manager. Desire career opportunity to become an integral part of a premier IT Department supporting a unique organization. To far exceed corporate objectives, self-development goals, and contribute to corporation for mutually successful future.

Career Summary: Over twenty (20) years of successful experience in Voice and Data Management, Strategic Planning, and Project Management of the following: Planning, Support, Implementation and Maintenance teams including: Data LAN/WAN Networks, PBX and VoIP configuration/design (small to global Voice Networks) to full deployment. Road mapping of current and future technologies and lifecycle development. Technologies comprise: Nortel Networks, Siemens, Avaya/Lucent, Alcatel/Lucent NEC, Cisco Data & VoIP, Genesys Contact Center, Amazon Connect (AWS), and ACD Call Centers, Microsoft Lync/Skype/Teams, Multiple Voice Mail Platforms, Multiple Trading Floor Platforms and their respective peripheral/ancillary equipment. Unified Communications as a Service (UCaaS), Software as a Service (SaaS), & Contact Center as a Service

(CCaaS) including, Microsoft Lync/Skype/Teams, 8x8, Five9, RingCentral, Broadsoft, NewVoiceMedia, Natterbox, InContact, Nuance, and Interactive Intelligence (InIn). Also encompassing all digital/data related facilities and Access points: Frame Relay, Multi and Point-to-Point, T1-PRI’s, SIP Trunking, MPLS, etc. E-911 compliance though Intrado as well as RedSky E-911 Manager and RedSky E-911 Anywhere SaaS services to comply with newly established laws (Kari's Law, Ray Baum's Act, & Alyssa's Law) pertaining to how 911 is delivered to wired and wireless devices. Areas of responsibility include:

• Architect, Plan, Develop, and Script Data Infrastructure for multiple US and Foreign offices.

• Architect, Plan, Develop, and Script Call Flows for multiple US and Foreign offices.

• Road Map, Plan, acquire, and coordinate installations & upgrade of Voice and Network equipment as determined necessary.

• Designs and oversees the build, configure, deploy, and support Cisco Data & VOIP Infrastructure and Call Manager, VRF Routing, WISM Wireless Controller and Cisco AP Infrastructure, Cisco QOS policy knowledge and maintenance, IP Video Conferencing, Wireless Services, VoiceMail services, and Audio-conferencing services.

• Design and implement short – and long-term strategic plans for telephony resource administration and appropriate use.

• Develop and deploy methodologies improving call management and agent tracking.

• Manage and ensure optimal lifecycle operations of all network hardware and equipment, including routers, switches, hubs, UPSs etc.

• Support security solutions, including firewalls, antivirus solutions, and intrusion detection systems.

• Conduct research and make recommendations on network products, service, protocols, and standards in support of network procurement and development efforts.

• Negotiate with vendors, outsourcers, and contractors to secure network products and services.

• Practice network asset management, including maintenance of telephony component inventory and related documentation.

• Attended periodic and extraordinary IT team meetings.

• Attended Monthly and Bi-Monthly IT meetings organized for End-Users, Senior Committees and Executive Staff. Supported the following:

• Amazon Connect within the AWS Ecosystem

o S3

o AWS Directory Service

o Kinesis

o Lambda

o DynamoDB

o Lex Bot

• Amazon Connect Contact Center Configuration

o Queues and Prompts

o Routing Profiles

o Agent/User Management

o Inbound Contact Flows

o Contact Flow Editor

o Captured Dynamic Data (Lambda)

o External Dynamic Data (DynamoDB)

o CloudWatch

• Avaya Aura Communications Manager (ACM) [US Location with clustered servers, Versions 6.1, 6.2, 6.3, 8.1]

• Avaya ESS (Enterprise Survivable Servers) and LSP (Local Survivable Processor) Servers

• Avaya S88xx, S87xx, S85xx, and S83xx Servers

• Avaya AES (Application Enablement Services)

• Avaya System Manager

• Avaya Session Manager

• Avaya Media Gateways, G700, G650, G450, G430, G350, G250

• Avaya Modular Messaging Voicemail Servers (MAS & MSS) [US Locations utilizing QSIG integration]

• Avaya CMS (Avaya Call Management System)

• Avaya CMS (Avaya Call Management System) Supervisor

• Multiple Session Border Controllers (SBC’s)

o Avaya Session Border Controller (ASBCE, Sipera)

o Acme Packet

o Sonus

• Avaya WFO (Contact Center Recording)

• Cisco Communications Manager (CUCM) Version 8.6.5, 10.5, & 12.5 [US Locations with cluster of 4 servers]

• Cisco Unified Contact Center Enterprise (UCCE) Version 8.5.3, 10.5, & 12.5 o PG’s Version 8.5.3

o Rogger’s PG’s Version 8.5.3

o CVP Version 8.5.2

o AW/HDS Version 8.5.3

• Cisco Unity Connections Version 12.5.1

• Cisco Unified Border Element (CUBE)

• Cisco Emergency Responder (CER) Version 12.5.1

• Cisco VG224 Analog Voice Gateways

• Cisco VG248 Analog Voice Gateways

• Cisco 28XX, 38XX, 39XX, 45XX, 65XX Series Routers

• Cisco Catalyst 8000 Series Router

• Cisco Nexus 9000 Series Routers

• Microsoft

o Lync

o Skype for Business

o Teams

• Five9

o Global Voice

o Cloud Based Contact Center

• Contact Center Workforce Management & Optimization o Calabrio (Contact Center Recording) Version 8.9

o Verint v12.1 & v15.2 (Contact Center Recording)

o NICE inContact CXone Cloud Contact Center (Call Recording)

• Prognosis (Call Detail Recording) Version 10.3

• ISI CDR (Call Detail Recording) Version 8.0.4

Professional Experience:

Sr. Manager Network Services (Data & Telecom)

Echo Global Logistics, Chicago, IL May 2021 to Present Sr. Manager Network Services responsible for the overall architecture, management and availability of the Echo Global Logistics enterprise Data and Voice Infrastructure environment overseeing twelves (12) office locations and two (2) Data Centers in North America. This includes senior management-level accountability and responsibility for all Data and Voice based services, to include enterprise Contact Centers, SIP trunks, VoIP Infrastructures, and Video Infrastructure. Areas of responsibility include:

• Managed the teams that designs, configures, and monitors the Data and Voice Networks in a redundant environment with real time failover.

• Managed the team that researches new technologies and best practices for deployment to the environment.

• Managed the scheduling and implementation of system maintenance to maximize the efficiency of IT efforts.

• Managing functional teams that manage Voice operations which includes messaging, networking, and reporting, including local Public Switched Telephone Network (PSTN) services and long-distance services.

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• Manages the team that is the final escalation point for incoming incidents from end users to resolve application and software issues within a Windows, Linux, or cloud environment and other mission-critical systems with regards to Networking.

• Secures Network System by enforcing Security policies.

• Maximizes Network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with Network & Voice Aarchitects on Network optimization. Global Telecommunications Manager

TransUnion, Chicago, IL September, 2015 to May, 2021 Global Telecommunications Manager responsible for the overall architecture, management and availability of the TransUnion enterprise Voice and Video infrastructure environment overseeing eighteen (18) locations in North America as well as newly acquired international locations. This includes management-level accountability and responsibility for all Voice and Video based services, to include enterprise Contact Centers, SIP trunks, VoIP Infrastructures, Video Infrastructure, and traditional dial-tone- related technologies.

Areas of responsibility include:

• Global Voice Infrastructure engineering responsible for design and delivery of all voice infrastructure projects.

• Create Voice Infrastructure and Architecture Road maps to define immediate as well as the 3 and 5 year strategies for TransUnion’s Global Voice Infrastructure.

• Integral role in building and enhancing Voice infrastructure in terms of robustness, scalability, availability, capability and efficiency.

• Lead Vendor Engagement model for Strategy and Delivery. Conduct regular reviews with carriers and other Voice providers as appropriate and manage overall Vendor management responsibility.

• Assisted and defined capital and operational budgeting for in-scope technology and operational areas.

• Develop strategic approach for integration of new technologies, infrastructures and operating environments as required to solve business problems and to enable new capabilities and strategic initiatives.

• Manage overall Telecom Budget (hardware, circuits, consulting) including infrastructure and operational expenses.

• Manage teams that are ultimately responsible for delivery and perpetuation of the Voice and Video services throughout the enterprise environment.

• Participated in RFP’s and related commercial negotiations as the Voice Services representative as appropriate.

• Responsible for Voice Operations Monitoring and Support and the overall health and maintenance of all voice infrastructure assets to include control, compliance, incident, problem and change management processes.

• Conducted Voice and Video infrastructure performance and security assessments.

• Provide value-added solutions for business, both tactically and strategically. Global Telecommunications Manager

Groupon, Chicago, IL May, 2014 to September, 2015 Global Telecommunications Manager overseeing multiple teams of telecom engineers, responsible for global Voice & Video communications. Focused on people management as well as project management and delivery of large-scale initiatives related to Groupon’s Global Telecommunications infrastructure. Design, implement, maintain, monitor, and mentored multiple teams to support North American Cisco VoIP and Voicemail infrastructure, as well as all dispersant global VoIP and PBX’s supporting the concurrent network, systems, and adjunct technologies currently supporting enterprise telecommunications services. This includes multiple offices in EMEA, APAC, and LATAM regions. Areas of responsibility include:

• Successful completion of Telecom projects including budget, resources, effort, dependencies, vendor management and full SDLC

• Proven successful communication with both engineers and non-technical business partners, including progress and issues reporting to all levels within Groupon

• Worked closely with various IT groups, engineering groups, product teams and business unit stakeholders

• Fill suite of Cisco Voice Infrastructure products

• Problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills

• CTI and IVR’s

• Responsible for both North American and Global Voice Infrastructure

• Experience with workforce management systems (Calabrio and Aspect)

• Experience with multiple telecom platforms and open source solutions such as Asterisk as hell as hosted solutions

(Natterbox, Broadsoft, etc.)

Voice & Data Architect & Telecommunications Manager/Consultant Multiple Customers, Chicago, IL, Surrounding Suburbs, and Remote Consulting October, 2008 to Present (Consultant) Designed and Maintained Data and Telecommunication systems that include but not limited to Data and Voice Telephony Systems, Voice Mail, ACD/IVR, Call Recording, and CTI applications that intergraded systems, Windows AD, Cisco Routers, Switches, and Firewalls. This includes developing, configuring, maintaining, supporting, and optimizing all new and existing, software, hardware, call flows, and communication links. Creating, negotiating, and implementing multiple Request for Proposal and Request for Bid (RFP/RFB) for Data LAN/WAN and VoIP systems utilizing Data Switching and Routing, Voicemail, Call Center/Contact Center (ACD), Conference Bridge, Fax Services, Voice and Data Circuits (including associated PRI and SIP Trunking, routes, Toll Free Numbers and Calling Cards), and Cellular and Wireless providers for agreements and service contracts. Also participate in activities of IT team to resolve end user hardware and software problems in a timely and accurate fashion.

Academic Achievements:

Keller Graduate School of Management - Addison, Illinois Master of Information Technology Management (MITM) DeVry Institute of Technology - Addison, Illinois Bachelors of Science and Technical Management DeVry Institute of Technology - Addison, Illinois Associate of Applied Science in Electronics Project Management Professional (PMP)

International Alliance of Avaya Users, Inc (INAAU) Member 2007, 2008, 2009, 2010 International Avaya Users Group, (IAUG) Member 2011-2014, & 2016-2020 International Avaya Users Group, (IAUG) Board Member, Chicago Chapter, 2013-2014 & 2017-2020 Avaya Evolution 2012 Chicago Case Study Speaker, November 2012 ITIL Foundations Trained and Certified 2005 and 2010 Cisco Unified Communications Manager Boot Camp May 2010

(CUCMBC) v6.x & v7.x

Languages:

English Native or bilingual proficiency

Spanish Native or bilingual proficiency

German Professional working proficiency

Italian Limited working proficiency

Portuguese Limited working proficiency

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