Customer Experience Project Management
Resume:
Rocky Dezelle, BSTM, MSISM, MSNCM, CTP, MSSSA
PO BOX 134
Stonewall, OK 74871-0134
*********@*****.***
TECHNICAL SKILLS
Server Support, Tape Backup Support, Troubleshooting, Knowledgebase Search Superb Customer Experience Delivery
Avaya Definity S8700, G3i Ver 7, G3si Ver 9, 12, ECS/PBX Nortel Meridian 1 PBX
Intuity Audix Voicemail, Octel 250 Voicemail
Vectors, Announcement Scripting, Recording, Call Routing, Call Management Voice Traffic Engineering, Forecasting, Call, Cost, Labor Accounting, CDR, ACD, DID Video Conferencing Tandberg 6000
Project Management
Data Network Infrastructure Planning, Design
HARDWARE SKILLS
Phone Moves, Adds, Changes, TTI, Cross-Connect closet wiring T1 CSU, DSU, FRAD install, configuration, admin PC, Peripheral install, Admin Windows Server, PC, Installation, Configuration, Troubleshoot, Repair PowerVault RD1000, LTO3, 4, 5 Installation, Maintenance, Troubleshoot, Repair CAT 5, 6 Cabling installation, maintenance, certification, documentation SOFTWARE SKILLS
PBX programming of ARS, ACD, Avaya Site Administrator, Audix Voicemail Programming, Call Detail Reporting (CDR), CAS XP Install, Admin, Troubleshooting Windows Server, PC OS install, setup, account creation, MS Office: XP Pro SBE 2000 9X, MS Project, FrontPage, Publisher, Outlook, Visio AutoCAD, MP2, HelpTrac, AHD
Cisco Switch, Hub configuration
PROTOCOLS USED
VOIP, TCP/IP, FTP, IPX, FDDI, ISDN, DSL, ADSL, Ethernet, Frame Relay, Token Ring, ATM, Virtual Private Circuit
Rocky Dezelle, BSTM, MSISM, MSNCM, CTP, MSSSA
Accomplishments
Full time Student July 2020
American Public University System Graduated December 1, 2023 Masters of Science of Space Studies in Astronomy
Field Engineer
Stat Telecommunications June 2020 to January 2023
Self Employed running an Engineering business as Telecommunications hardware installer across Southern Oklahoma and Northern Texas. Major Client: Externetworks; Racking and Stacking ADTRAN Routers. Major Client: Connect America; installing American Medical Alerts in client’s homes. Actual work began after surgery in April 2019, halted before new surgery in June, 2023.
Trucker
CR England Trucking May 2019 to April 2020
Trained, drove 18-wheeler big rig truck hauling frozen food across the USA. Fender- benders halted this enterprise.
Field Engineer
TEKsystems, Inc January 2019 to February 2019
Installed 40 Price Scanning tablets in 8 Old Navy stores before breaking my back. Marketing Specialist
American Sales and Marketing April 2017 to December 2018 Marketed food products for Walmart in Oklahoma City and Southern Oklahoma market areas. Produced sales increases for each store.
Full Time Student, Graduated March 2012 to February 2016 Keller Graduate School of Management
Master of Info Systems Mgmt
Program Management Concentration
Master of Network & Communications Management August 2016 Honor Society
Support Technician March, 2006 to November 2011
Dell, Inc., Oklahoma City, OK
Receive phone calls, Troubleshoot Dell server issues. Troubleshoot Dell tape drive issues. Provide superb Customer Experience by receiving incoming calls from server/tape drive customers, understand their and/or their hardware’s needs, demonstrate complete mastery of Dell server & Tape drive hardware, searching Dell Knowledgebase, and other resources worldwide, meet those needs by finding the best solution, then deliver the solution by the best means possible, whether over the phone, by email, routing to websites for downloads/applications, providing training, or by dispatching parts and/or technicians, or selling tapes, cleaning tapes, or supplies. Maintain ownership of Rocky Dezelle, BSTM, MSISM, MSNCM, CTP, MSSSA
customer’s unique needs by continued email and/or phone contact to ensure completeness of solution. Document CE in DellServ and other software. Tax Preparer December 2004 to April 2006
HR Block, Lawton, OK
Interface with client, understand his/her financial position, understand tax forms, input to TPS tax professional software. Ensure Tax Return is properly prepared, ensuring maximum return to client while tax laws are fully followed. Seasonal, ending April 15. Telecommunications Engineer August 2004 to September 2004 Intellimark IT, Middletown, CT
Managed 6 man crew during Installation of Cat 7 networks in 7 Fleet Boston bank buildings for upgrade to Bank of America Standard Networks. Installed Rack panels, Systimax cabling, panels, connectors and components for Cat 7 network infrastructure, UPS’s, Keyboard drawers, Suppressor banks, Cisco Switches, Ladder rack, Grounding components, etc. Instructed crews in Cat 7 installation methods. Telecommunications Engineer, July 2004 to August 2004 ComNet Telecommunications, Inc., Danbury, CT
Surveyed Fleet Boston bank buildings for upgrade to Bank of America network infrastructures. Documented details of existing wiring and building architecture for planned rewiring of network installations. Assisted in network installation, rack installation, cabling, punchdown, drop positioning, and labeling. Hiring subcontractor, RJE Telecom, Somers, NY.
Telecommunications Project Manager January 2004 to March 2004 Watson Pharmaceuticals, Carmel, NY
Administered, Configured 3 Avaya Definity G3Si v9 MultiVantage Enterprise Communications Servers (ECS/PBX), Audix Voicemail Servers, over Multiple T1 ISDN Lines. Managed Cabling Projects. Performed Phone & Voicemail Moves, Adds, & Changes, using Avaya Site Administration (ASA), TTI & MS Project. Punched-down, Cross-Connected, & Documented closet wiring in 3 campuses: Carmel, Brewster, NY & Long Island. Performed monitoring functions, and extracted reports from PBXes. Troubleshot, connected, & configured Polycom Video Conferencing system. Interfaced with Avaya, Telco, various cabling, AT&T, MCI, SNET, WorldCom, & Hardware vendors' representatives & billing agents. Contracting Agency: The Premier Group, Danbury, CT
Telecommunications Engineer December 2002 to June 2003 Travelers Life & Annuities, Hartford, CT
Administered, Configured Avaya Definity S8700 MultiVantage Enterprise Communications Server (ECS/PBX), Audix Voicemail Server, over Multiple T1 ISDN & Robbed bit trunks using IVR. Performed Phone & Voicemail Moves, Adds, & Changes, using Avaya Site Administration (ASA), TTI & MS Project. Punched-down, Cross- Connected, & Documented closet wiring on 15 floors. Programmed Toll Free ACD routing to splits, hunt groups, monitoring functions, and extracted reports from PBX. Rocky Dezelle, BSTM, MSISM, MSNCM, CTP, MSSSA
Troubleshot, connected, & re-routed International calling via T1 using ARS. Interfaced with Avaya, Telco, AT&T, MCI, SNET, WorldCom, & Hardware vendors' representatives & billing agents. Configured, backed up NICE recording units. T1, ISDN BRI, PRI, Digital, DID, 800, Analog lines. Installed Rack Cabinets, Shelf hardware, Slides, Servers, Cisco Switches, Hubs using heavy lift floor jacks. Answered Help Desk phones, Analyzed, Troubleshot users' phone, voicemail problems, performed repairs. Patched, documented Ethernet cabling; performed minor configuration on Cisco switches, hubs. Contracted through Telaid Cabling, Inc., Niantic, CT. Contracting Agency: Apexalon, Tampa, FL.
Telecommunications Engineer September 2001, to June 2002 ING Aeltus Investment Management, Inc. Hartford, CT Administered, Configured, Maintained, Upgraded Avaya Definity G3Si v9 Enterprise Communications Server (ECS), Audix Voicemail Server, Message Manager Audix/PC interface, and CAS XP Call Accounting Server over Multiple T1 ISDN & Robbed bit trunks. Performed Phone & Voicemail Moves, Adds, & Changes, using Definity Site Administration (DSA), TTI & MS Project. Pulled, Punched-down, Cross-Connected, & Documented closet wiring. Provisioned analog circuitry for IPC Turrets; Researched, Recommended, Oversaw Installation of turret voice recording system. Installed, Initialized, Configured, Administered, & Maintained Veramark CAS XP cost accounting server, using CDR; interfaced with Database department to convert text report to database. Planned, Scripted, Programmed Toll Free ACD routing, to splits, hunt groups. monitoring functions, analyzed agents' performance, and extracted reports from PBX. Scripted, helped talent rehearse, then recorded announcements. Troubleshot, corrected,
& re-routed ACD call routing, using detailed business analysis. Troubleshot, corrected,
& re-routed International calling via T1. Oversaw installation, upgraded, maintained, assisted users with TeleVideo Conferencing. Updated floor plans in AutoCAD 14. Interfaced with IPC, Telco, MCI, SNET, WorldCom, & Hardware vendors' representatives, & billing agents. Specified, Researched, Recommended various call- center recording systems. T1, ISDN BRI, PRI, Digital, DID, 800, Analog lines. Answered Help Desk phones, Analyzed, Troubleshot users' problems, assigned trouble tickets to Technicians. Assisted in Win NT 4.0 to 2000 rollout. Contracting Agency: Martinez & Associates, Hartford, CT. Field Service Engineer November 2000 to July 2001
Comverse Information Systems, Inc., Woodbury, NY
Installed, maintained, configured, troubleshot, repaired, upgraded recording systems for Call Center telephone & computer recording. Extended Digital to Analog Converters, database servers, telephone switch driven "Rules Based Recorders." TCP/IP, FTP, Ethernet, Modem, PCAnywhere, DDS3 tape drives, SCSI, Intel's RMX operating system, Windows NT, 98. Certified by Hewlett Packard to repair, service, upgrade, and maintain HP Magneto-Optical Disk jukeboxes, to 234-disk capacity with 14 drives at 14 GByte capacity per disk.
Network and PBX Administrator June 1999 to August 2000 GKN Westland Aerospace, Inc., Wallingford, CT
Rocky Dezelle, BSTM, MSISM, MSNCM, CTP, MSSSA
Managed Y2K upgrade project: Replaced, reconfigured PC's for Y2k. Installed, configured WinNT 4.0 servers for ADP, DataStream's MP2, file storage & Database servers. Migrated users from Windows 3.11, 9X to Windows NT 4.0, from ccMail, & Corporate Time to Outlook, from MS Office 5,97 to Office 2000. Administered Windows/HP UNIX Ethernet 10BaseT TCP/IP WAN network, HP JetDirect printer servers, Netscape Proxy server, and Lucent Definity G3si PBX, Octel 250 Voicemail. Installed, maintained, and configured software of several types; MS Project 98; AutoCAD 14; DataStream MP2; MS Visio, Netscape, Internet Explorer, UPS WorldShip, HP JetAdmin, Sophos Antivirus, HP OpenMail client for Outlook, HelpTrac, and proprietary GKN specific software. Kept full records of phone layout, calling card assignments, and feature configuration; built database of PC data, software installations, User data, passwords. Oversaw installation of 2 Frame Relay lines, one voice, one data. Configured PVC circuit between local site and Alabama site. Pulled, routed, and punched down phone wires, Cat 5 network cable, patched PC's into hubs, FDDI Ethernet extenders, Cisco 5500 Catalyst 10/100 switch, and Shiva Remote Access Server. Installed, configured, repaired, administrated PC's, peripherals, modems, printers, and scanners. Interfaced closely with HP UNIX Systems Administrators, consultants, vendors' Technical Support technicians and hundreds of users, in Connecticut and Alabama plants. GKN made Aerospace parts out of carbon fibers and various epoxy resins.
Field Engineer April 1990 to Sept 1998
San Luis Obispo to Orange, California
Electromechanical Design Drafter August 1974 to January 1986 Southern California
Design, draft, document PC boards, enclosures for contracts in Aerospace Industry. Radiotelephone Operator July 1976 to August 1978
United States Air Force, Elkhorn, Nebraska
High responsibility, Top Secret security clearance, 24/7/365 coverage. Rocky Dezelle, BSTM, MSISM, MSNCM, CTP, MSSSA
EDUCATION
American Public University System
Master of Space Science/Astronomy Expected Graduation: December, 2022 Keller Graduate Institute
Master of Science Information Systems Management (MSISM) February 2016 Master of Science Networking & Communications Management (MSNCM) August 2016 Project Management Concentration
Oklahoma City Community College February, 2013 to November, 2013 Film & Video Production Associate Degree classes
Telecommunications Industry Association February, 2006 Certificate: Convergence Technologies Professional Avaya ARS class, online October, 2005
Certificate: Hewlett Packard January 2001
Hewlett Packard Magneto-Optical Disk Jukeboxes
Twelve Disk/One Drive unit to 234 Disk/12 Drive/14Gbyte/Drive Cabinet NT 4.0 Workstation and Server Administrator June, September 1999 Bachelors of Science, Telecommunications Management October 1997 DeVry Institute of Technology
GPA 3.28/4.00, Dean's List, while working 20 hours per week. Certified Computer Repair Technician, United Education Institute January 1994 Los Angeles
Los Angeles Valley College June 1994
Various Technical classes, CAD and Printed Circuit CAD Sept 1985 Cal Poly State University, San Luis Obispo, CA Sept 1972 Aerospace Engineering, Bachelor’s degree program June 1974 No degree
Cabrillo Community College, Aptos, CA Sept 1970
Preparatory Electronics Program June 1972
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