Technology Manager / Engineer / Project Manager

ROLAND GELINDON

Fort Worth, Texas 817-***-**** ***********@*****.*** https://www.linkedin.com/in/roland-gelindon

Technical Manager Engineer Project Manager

Proven Technical Engineer with subject matter expertise and extensive experience managing global technical support teams and resources in multiple telecommunication and data networks. Collaborate with cross-functional teams to drive performance metrics of the system supporting multiple customers. Accountable for multi-million-dollar budgets aligned with business objectives. Promote and drive high availability, stability and cost effective technology environment.

Core Competencies

Avaya Enterprise Platforms CTI Integration Operational Management

I3 Genesys Enterprise Platforms Project Management Telecom Data Networks

SaaS, IaaS, PaaS, UCaaS VOIP – Voice Over IP Vendor Management

Professional Experience

Thryv Inc., Dallas – Fort Worth International Airport, Texas 2019 to Present

Principal Telecommunications Engineer – Contract

Manage and provide the architectural design, installation, maintenance and configuration of logical and physical voice telephony systems and services supporting multiple contact centers throughout the United States to meet the functional objectives of a three thousand plus employee business.

Technical liaison to contact centers and voice users including architecture expertise, troubleshooting and project delivery.

Architect, engineer, and install a UCaaS Solution (8x8 Cloud) for a three thousand plus employee business.

Subject Matter Expert in all things telephony and contact center.

Create, publish, and maintained a library of technical help documentation and procedures for users and tier one thru three level support for the organization.

Accountable for leadership responsibilities for unified communications engineering, and voice infrastructure for the organization.

Provide training and guidance to mid-level and junior staff.

Stericycle Incorporated, North Richland Hills, Texas 2008 to 2018

Senior Telecommunications Engineer

Manage and support the engineering and operational needs of multiple telecommunication, network systems, and quality monitoring control systems in support of an 800 seat call center that managed a network of 500 hospitals with a diverse technology environment.

Support and champion the vision and strategy of the Chief Information Officer to accomplish the short and long term goals of the organization.

Manage a multi-platform telecommunications and network environment with Nice Quality monitoring control systems consisting of multiple Enterprise Avaya Platforms and I3 Genesys Enterprise Platforms with high availability and redundancy.

Roland Gelindon 817-***-**** Page Two

Stericycle, Cont.

Provide technical expertise and support to business sponsored telecommunication and network projects resulting in improved communications and reduction in maintenance and support costs, saving the organization $100K annually.

Manage a $2M operational and maintenance budget for network and telephony facility costs.

Promote strong customer service and client interaction skills in partnership with business units resulting in 99.9% customer satisfaction.

Sabre-Holdings, Southlake, Texas 2002 - 2007

Telecommunications Manager

Managed provisioning and engineering guidance, direction and deployment of Avaya and Concerto Telecommunications equipment for an 8K person organization with call centers strategically located nationally and internationally.

Provided platform, hardware, application management, engineering and call center support improving efficiency and reducing costs significantly.

Implemented and trained users across the US on new phone systems with soft phone ACD technology and call routing and provided enhanced call routing guidance and developed schematics, network diagrams and documentation.

Accountable for all forecasting, disaster recovery, design, planning and implementing of all telecommunications network resources, capacities and enterprise wide development and support operations resulting in business continuity.

Managed capital and operating budgets, resource monitoring and allocation, and timelines for all projects and maintenance operations under the scope and strategy of the organization.

Provide metrics and presentation graphics for reporting of all production support and initiatives.

Military Experience

United States Army

Staff Sergeant (E-6) - Signal Corp

Managed a platoon with command-and-control authority managing network and telecommunication systems at Battalion, Brigade, and Corp level units.

Education

Bachelors of Business Administration, Management - University of Texas at Arlington.

Arlington, TX

Associates of Arts, General Studies – Tarrant County College

Hurst, Texas

Certifications

Enterprise Server Engineer and Administration Certification (PBX/ACD), Avaya & Genesys I3.

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Certifications, Cont.

Intuity Audix (Voicemail) Engineer and Administration Certification, Avaya.

Call Management System Engineer and Administration Certification, Avaya.

Rockwell Enterprise Server and ACD Engineer and Administration Certification, Rockwell.

Department of Defense Telecommunication Systems (Multiple Disciplines), Signal Corps,

United States Army.

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