Engineer Manager

ROXANNE WEIGEL

Pataskala, OH ***** 614-***-**** *******@**********.***

https://www.linkedin.com/in/roxanne-weigel-telecompro/

INFORMATION TECHNOLOGY VOICE NETWORK SOLUTIONS

Accomplished Voice Network Administrator/Engineer with high-performance

standards and a demonstrated track record of success in securing the functionality of all voice core components, vendors and service providers to build and sustain a reliable voice infrastructure.

Tier 3 level Voice Engineer with ability to effectively analyze issues and provide resolutions to ensure network stability that enables reliable voice communication between customers and company representatives. Experience with a leading global financial services firm with one of the world’s largest enterprise networks spanning operations in >50 countries serving >50 million consumers. Demonstrated troubleshooting skills; effective written and verbal communications, excellent customer service, and follow through with attention to detail. Areas of expertise include a comprehensive range of functions:

Trouble Resolution Change Management Peer Review Process Improvement Team Leadership

Root Cause Analysis Problem Management Production Assurance Incident Management Cyber Security/Risk Management Inventory Control ITIL Foundation Permit to Operate Vendor Management Business/Technology Liaison SLA Achievement

HARDWARE/SOFTWARE/APPLICATIONS

Multiple hardware and software platforms of Avaya G3 PBX

Avaya FCE Platform for remote Call Centers, VoIP

Various platforms of Avaya Voice Mail systems, Modular Messaging, Audix

Avaya ACD platforms, CMS and AES CTI experience

General knowledge of Genesys Call Routing, NICE, Dialers

Experience with Avaya System/Session Manager including APIs, Avaya Breeze, Avaya Conferencing

Cisco Unified Communication Manager – Cisco RTMT

Cisco Application and Session Manager Routing

Cisco Unity Voice Mail

PSTN, ISDN-PRI protocols, DS1, signaling and trunk groups

General M13 and Optical MUX

Various Cisco Voice Gateways, TDM, MGCP and QoS

SIP transport and SBC experience including Acme Packet and Cisco UBE

ITIL Foundation Certification – IT Service Lifecycle and Management Processes

PROFESSIONAL EXPERIENCE

JPMorganChase, Columbus, OH 2002 to 2019

Call Center Lab Engineer (2017 to 2019)

Maintain fully functional isolated lab environment for feature and performance testing and certification of solutions prior to deployment to Call Center production environment. Included introduction of new technology, upgrades, API and UAT availability and working closely with vendor development teams and business representatives.

Participated in development of a dynamic team engagement solution comprised of existing Avaya platforms in use that enabled communication via API and snap-ins to the company instant messaging and automated call out program to engage resolver teams for immediate support of service impacting outages for the Production Assurance Management team.

Roxanne Weigel Page 2

Professional Experience at JPMorganChase, continued

Developed a management solution for identifying, tracking and implementing corrective actions for known security vulnerabilities and exploits within the Avaya platforms in use.

Tier 3 Voice Operations Support (2009 to 2017)

Provide Tier3 level support and escalation for Voice Network Operations teams. Participate in Change Management peer review and permit to operate process to ensure high success rate with goal to obtain 100% system availability. Utilize RCA Problem Management systems to identify areas for improving efficiencies and reducing risk.

Identified the need to have SNMP monitoring of Avaya Application Enablement systems at Call Center Serving Sites implemented which resulted in increased uptime for intelligent call routing.

Collaborated with management teams to identify and update >1,200 inventory management system components to correct support ownership identifiers for automated awareness of outage or degraded conditions increasing proactive notification and preventing or reducing impacts.

Reduced customer impacts by >20% by ensuring new servers, gateways and circuits met with 100% compliance strategy for Permit to Operate including review of documentation and proactive monitoring.

Maintained 100% success rate of all changes performed and documented through the company Change Management process.

Identified several circuits that were still active and in billing cycles while conducting review of decommissioned sites and notified Provisioning so steps could be taken to disconnect and remove from billing saving hundreds of dollars in monthly charges.

Network Engineer Lead (2002 to 2009)

Ensure secure and fully functional hardware and software for all telecommunications systems, components, facilities and interfaces for Global Enterprise including vendor partner and carrier management.

Prepared and adhered to maintenance schedules for voice equipment.

Assessed and reduced potential impact and risk by reviewing Change Management documents daily for voice related changes.

Risk Management Alternatives, Inc., Gahanna, OH 1997 to 2002

Telecommunication Manager (2000 to 2002)

Managed, coached and developed a staff of five Telecommunication Analysts providing effective second and third tier support for company of 5,000+ employees in various call centers serving as outsource accounts receivable management for clients that included many Fortune 100 Companies at 35 office locations.

Reduced telecommunications costs by 25% by installing more effective facilities, routing, contract negotiations, and auditing telephone invoices for accuracy.

Saved the company thousands of dollars in annual telecommunication service fees by assisting with compilation of carrier RFP bids to determine the most cost effective carrier solutions and then took steps to ensure delivery, installation and implementation of the service.

Telecommunication Engineer (1999 to 2000)

Provide telecommunications support for entire enterprise in addition to performing project management activities. Developed and maintained vendor relationships.

Implemented PBX, CMS, Audix and call center upgrades as necessary to progress with company growth, and client expectations.

Trained other support personnel and users on new technology and tools as implemented.

Roxanne Weigel Page 3

Lead Telecommunication Analyst at Risk Management Alternatives, continued

Planned and participated in activities for carrier T1 circuit conversions and migration of facilities to SONET ring.

Prepared analysis of trunking capacities and ordered necessary circuits and interfaces: installed equipment interfaces and implemented as needed.

Maintained documentation including all provider accounts and monthly telephone service expenditures per location; listings of toll free numbers, location, DNIS and internal routing; listing of all voice and data circuits and providers including vendor support information for all office locations.

Telecommunication Specialist (1997 to 1999)

Ensure secure and fully functional hardware and software for all telecommunications systems, components, facilities, and interfaces. Utilized the company’s tracking log system for communication of user move, add, and change requests. Use emulation software to access remote systems. Developed documentation and implemented system maintenance processes.

Contact this candidate