Information Technology Inventory Control
Resume:
MATTHEW FOREMAN
**** *. ******* ***, ********, OH 43207
SUMMARY
Direct and decisive leader with a "hands-on" management style, results-oriented individual with an admirable track record of success
High degree of knowledge in the areas of Design, Development, Integration, and Implementation of solutions to meet customer needs.
Recognized as a team player and a top-performer, consistently completing assignments on time and within budget.
A troubleshooter able to resolve issues efficiently and meet and achieve goals.
Highly skilled in Planning, Development, and Training
Strong time-management skills, highly organized, self-directed; consistently meet stringent deadlines.
Excelled in the duties as a systems administrator on a wide variety of telecommunications/ Information Technology systems to include Vocera, Interactive Intelligence, and Cisco.
EXPERIENCE
TSG Partners Inc. July 2017 to Present
Senior Solutions Consultant
Manger of Columbus City Schools Hardware Deployment and Inventory, Device Warranty Repair and Help Desk. Supporting over 48,000 students and 7000 employees.
As Project Manager lead a team that configured and deployed 20,000 Chromebooks for Columbus City Schools COVID deployment. In this role I was responsible for daily reporting and tracking of project, management of deployment team, and lead project meetings with the school board.
Lead the State of Ohio Office Department of Information Technology’s State of Ohio Next Generation Telephony Services (NGTS) Project included cable testing, network remediation, telephone deployment, testing and validation.
Performed for The State of Ohio Medicaid Project, placement and migration of telephones, inventory & assignment of endpoints, testing and other related activities for the deployment and turn-up of user equipment. Support for the conversion of desktops to include hardware placement, cleanup, network remediation and other supporting activities.
As part of The State and Local Implementation Grant Program (SLIGP) I provisioned the overall recommendations on Ohio First.Net planning, hosting and facilitating the project kickoff meeting between the project team, state representatives and SIEC and the preparation of a project plan to capture all key project management areas. Provided strategic consultation, administrative support, project management and technical support for the Ohio National Public Safety Broadband Network (NPSBN) initiative. Analyzed the communication needs of Ohio’s public safety agencies. Identified the most efficient and effective means to use and integrate infrastructure, equipment, and other architecture associated with the broadband communication in order to satisfy the wireless broadband and data services needs of Ohio’s public safety agencies.
Advocate Consulting Group May 2014 to July 2017
Consultant
Developed a Telecommunications Migration Strategy which included a plan/schedule for deployment of Next Generation Telephony Service within State Organizations; including project meetings, reporting, status updates. The Next Generation Telephony Service provides over 40,000 endpoints to users as well as Call Center integration with existing platforms.
Assisted the Ohio Department of Rehabilitation and Correction with the development of a Request for Quote/Proposal for its Telephone System Replacement Project. This projected included working with Call Center Managers to advise them on operational, reporting, tactical and training initiatives. Completed reviews of the current telecommunications technical environment. Facilitated finalizing technical specifications/offeror requirements, and cost Summary (equipment, peripherals, start-up, professional services, recurring).
Performed multiple county product and solution evaluation. Prepared solution comparison matrices evaluating features, functionality, costs (recurring and startup), scalability, reliability, and peripheral integration. Performed ROI/Cost Benefit studies for Multichannel communications, Quality Monitoring, Auto Dialer, Call Detail Reporting systems.
Integral part of the Ohio Department of Natural Recourses migration to NGTS VoIP platform. This included site readiness and remediation, telecom migration procedures, post implementation support, training, and administration.
Performed telecom migration at the Ohio Attorney General’s office for OIT’s hosted VoIP offering. As part of the migration team I help conduct systems integration, training, implementation planning, and post implementation support. I was also able to supply the OAG’s office with voice readiness validation and provided recommendations for remediation.
Worked with the Ohio Turnpike Commission and CBTS with agency Next Generation Telephony System (NGTS) migration readiness by performing assessments of an agency’s voice / data network current state, provided remediation recommendations (as necessary), provided assistance to complete CBTS documentation, high-level implementation oversight and support, and assistance with transition to support. Additionally, assisted with review of NGTS service acceptance criteria and the planned deployment schedule, end-point deployment, and integration of existing telecomm equipment.
Ronco Communications April 2010 to May 2014
Deployment Engineer
Designed and implemented Interactive Intelligence call center technologies for Lorde Corporation. As well as provided, discovery, project Scope, engineering/configuration, and professional services.
Provided planning assessment of the current state of Contact Center environment and developed a roadmap for replacing the National Fuel Gas IVR/ACD environment and ancillary systems. Conducted a detailed evaluation and identified an IVR and Contact Center solution that exceeded NFG’s business and technical objectives.
Worked with other qualified personal to configure integrations with AudioCodes gateways and Nortel/Avaya PBXs. This enabled a multi-state organization to share services across several states minimizing queue wait time and maximizing quality of service.
Developed Interactive Intelligence Call Center for legacy PBX to VoIP Telephony migration strategy. One major aspect of which included the implementation, testing, and provision of post implementation support for 3 large campus telephony installations consisting of approximately 3000 IP telephones & 20 remote facilities with an additional 2000 IP endpoints.
Provided training of call center systems that included on-site sessions, development of documentation and training videos.
Ohio Health October 2006 to April 2010
Sr. Telecommunications Network Analyst
Leader of design and implementation of the Vocera system; this system included cutting-edge technology and functionality never before accomplished in the industry. This included the integration of life support monitoring, telecommunication, nurse call, and housekeeping systems.
Managed the upgrade to the Interactive Intelligence system affectively moving 1,500 users from version 2.3.1 to version 3.4. During the upgrade process I decommissioned 3 servers and brought on-line 5 new servers to support the system. The upgrade doubled the ability for future users without any additional cost.
Performed Audit Analysis of applications detailing issues/risks for Customer Support Center, Transfer Center, and Revenue Cycle call centers.
Successfully redesigned IVR call flow for Pre-registration department significantly reducing the abandonment rate.
Lead project for the centralized consolidation of all Ohio Health Telephone Operators on to the Interactive Intelligence system.
Supported Windows servers running the Interactive Intelligence and Vocera platforms.
Designed and maintained VISIO drawing for all telecommunication projects.
IBEW August 1998 to October 2006
Telecommunications Journey Foreman
Provided daily operation and installation of telecommunications cable networks for the built-out of a new state-of-the-art facility for the move of a major clothing retailer headquarters. Services included oversight and verification of project plans, design and architecture of network / data center services and telephony and data infrastructure. Instrumental in identifying several major risks and working towards their mitigation/resolution and thus ensuring that the retailer was able to complete their move on time and into a properly designed and readied facility.
Maintained communications with project leads on installation of telecommunication networks
Installed and spliced fiber-optic cable
Troubleshot and tested cable networks
Managed team members on all projects
Operation of all testing equipment for CAT 5/6 and fiber optic cabling systems
Maintained testing records
Created as/built drawings for customer
Procured equipment and materials
EDUCATION
Interaction Center Certified Engineer, Interactive Intelligence
Vocera 4.x Administration, Technology and Expert End-User Training
BICSI Certified Technician
Windows 10 Professional Certification
PC Pro Certification
SKILLS
Integral part of Strategic Planning, Organizational Needs Analysis & Business Case Development for State of Ohio Next Generation Telephony Service.
Lead team members and outside vendors in the design, installation, and support of the Interactive Intelligence, Vocera, and Cisco VoIP communications systems.
Facilitation (JAD, Decision Support, and Process) with Ohio Attorney General, Ohio Department of Natural Recourses, Ohio Department of Transportation, Ohio Turn Pike Commission, Ohio Department of Rehabilitations and Corrections, and Ohio County Shared Services.
Process Analysis & Design for auto attendants, IVR, and ACD functionality on the Cisco Call Manager platform.
Call Center Management Consulting, System Architecture, Systems Integration, Administration, Operations & Maintenance for the Ohio Department of Administrative Services.
Facilitated project discovery in numerous departments for upgrade and changes to their telecommunications systems.
Responsible for maintaining CIC servers (primary and switchover), Interaction Recorder server, Interaction Reports server, and Interaction Gateway’s.
Designed call flows for Customer Support Center, Transfer Center, and Revenue Cycle call centers.
Designed and installed the Vocera wireless communication system for Dublin Methodist Hospital.
Integrated the use of Bed Management, Telemetry, and Nurse Call with the Vocera system using Emergin.
Provided training documentation as well as lead training classes for personnel using the Vocera system.
Managed the upgrade to the Interactive Intelligence system affectively moving 1,500 users from version 2.3.1 to version 3.4. During the upgrade process I decommissioned 3 servers and brought on-line 5 new servers to support the system. The upgrade doubled the ability for future users without any additional cost.
Designed and maintained over 35 call flows using Visio.
Wrote and published Interactive Intelligence, Inc. training documentation for users within the organization.
Planned and implemented the replacement of over 300 PC’s for the Interactive Intelligence upgrade.
Lead project to install Vocera system into Grant Medical Center’s Mother and Infant unit and added 120 new users to the system. Managed integration of the Vocera system with the Hospitals PBX.
Successfully redesigned IVR call flow for Pre-registration department reducing the abandonment rate from 5.8% to 0.1%.
Implemented monthly reporting procedures for all departments using the Interactive Intelligence system.
Designated and trained Super Users for the Interactive Intelligence and Vocera systems.
Managed ITIL change control process for Interactive Intelligence, Vocera, and Nortel PBX systems.
Implemented trouble ticketing process for end users to report to Interactive Intelligence Managed Services.
Lead project for the centralized consolidation of all Ohio Health Telephone Operators on to the Interactive Intelligence system.
Planned and organized monthly meeting for the continual improvement and maintenance of telecommunication systems.
Championed the growth of Vocera wireless system to be used at all hospitals within the Ohio Health organization.
Earned Interaction Center Certified Professional certificate from Interaction Intelligence.
24 years: Project Manager
24 years: Systems installation
24 years: Infrastructure installation and support
15 years: Customer support
15 years: Hardware support
7 years: Interactive Intelligence administrator
4 years: Vocera administrator
5 years: Cisco VoIP
5 years: Cisco Voice Gateway configuration and Installation
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