Todd Jarrett Bates

**** ******** ****, ********, ** 43221 Home 614-***-**** Cell 614-***-**** adlx49@r.postjobfree.com

Telecommunication Engineering Architect

Combines knowledge of Telecommunications from a Vendor and Customer perspective to support a global framework.

Over 20 years of experience in installation, design, support, and project management in the telecommunications field, with a specific focus on Contact Center in the Financial Services Industry. Works closely with all layers of management, vendors, and customers in support of defining requirements and achieving end results. A clear communicator that is frequently asked to serve as a subject matter expert. Acknowledged as a team player who listens effectively, seeks out opinions, gets to the root cause of issues, and delivers on promises.

Professional Experience

Verizon Corporation, Columbus, OH. Oct 2017 to Present

Principal Voice Engineer, Lifecycle Architecture & Engineering

Responsible for Design, Implementation, and Tier 4 support for Unified Communications on a dedicated fortune 500 account

1.Responsible for entire voice refresh program including 150 locations, and Multi-State Call Center. Standard yearly refresh project to include modernization of endpoints and UC infrastructure for 1500 ports.

2.Lead Architect for all Greenfield, and UC consolidations into the existing 15,000 port UC environment. This includes data gathering, design, acquisition, vendor management, circuit management, implementation, and project management.

3.Principal Engineer for Call Center transformation to a new virtualized platform. Responsible for design, beta, implementation, and validation to ensure Call Center requirements are fully realized.

4.Responsible for partnering and developing Business Partner (Operations) relationship to minimize impacts to the Business or the Call Center. Work with the Business Partner to create strategic opportunities that bring value to the organization.

Fiserv Corporation, Dublin OH. 2006 to Oct. 2017

A leader in services to the Financial Industry, and a Fortune 500 company

Telecom Engineering Architect

Responsible for providing strategic direction for Telephony and Unified Communications for Fiserv as a whole. Work with the organization and vendors to develop strategies that will support an expanding global footprint. Support the design process from conceptualization to implementation. Provide ongoing support as needed to existing operations.

1Architect for redesign and conslidation of six office locations in Norcross, Georgia. Responsible for design of Voice, and AV infrastructure. Complete RFP process for Microsoft Lync, SBC, Avaya, Polycom, and SIP provider. Design, planning, and implementation to support 2500 end users relocating to a single office location. Recommendation of integration strategies to migrate existing Voice and AV infrastructure to allow a smooth transition to support Unified Communications in the new facility.

2Lead Engineer/Architect for Call Center consolidation project. Consolidation of three separate 400 seat Rel. 10 Avaya G3R locations. Simultaneously supported the closure of 1 location and replacement with a Greenfield location. Managed all vendors, customers, and support personnel enabling implementation of a new consolidated Avaya CM 5.2 infrastructure. This included replacement of all PBX cabinetry, voicemail, and the Call Management system. Additionally supported installation of NICE Call Recording and required integration change from DLG to AES via TSAPI/DMCC through the upgrade process. Verification and testing of BSR application between release levels of CM, ODBC for reporting, and IEX connectivity. Phased approach completed on 2 separate evenings.

3Lead Engineer/Architect for Avaya System and Duplicated Session Managers implementation. This was specifically designed to integrate existing Avaya 5.2 Call Center with a multisite Genesys IVR solution on a disparate network. Responsible for Design, Build, Test, Implementation, and DR to support 100,000 minutes of call traffic per Month.

4Lead Engineer for integration between existing Avaya CM 5.2 utilizing Avaya Sip Enablement Server and Microsoft Lync. This POC was implemented to support up to 200 users, including consolidated dial plans, audio conferencing, and 911 service.

5Project lead for Headquarters release 10 G3R upgrade to CM 3.1. Complete replacement of all PBX Hardware and CMS. Six buildings upgraded, and installation of 400 IP phones completed in a 24 hour period. Cutover completed without effecting twenty four hour NOC and Service Desk operations.

Cincinnati Bell Technology Solutions, Cincinnati OH 2005 to 2006

Platinum Avaya Business Partner

Sales Engineer

Responsible for gathering of customer data, evaluation, and design of medium to large Avaya Business Communication systems. Designs included Avaya CM, supported Cabinets and Gateways, Call Center, CDR, IP Telephony, Networking, and Messaging.

1Sales support and design throughout project lifecycle for a large transportation company. Liaison to customer for presales support and implementation for multisite S8700 CM installation. Networking support to assist with VLANS, DHCP, and TFTP, recommendations for IP Telephony. Internal support to installation groups and software programmers including DCS.

1Joint design with Avaya in support of a sale for a large Auto manufacturer. Design responsibilities for Avaya CM, 3000 endpoints, Messaging, and required networking.

Cincinnati Bell, Cincinnati OH 1996 to 2005

Platinum Avaya Business Partner and Regional Telco.

Large Business System Installation Technician

Responsible for installation, upgrades, administration, and maintenance of small, medium, and large Avaya/Lucent PBX and Messaging systems. Development of Customer Relationships, Project Management, Training, Design, and Implementation skills utilized on a daily basis. Development of knowledge in IP telephony, and Data Networking.

Key Services Corporation, Dayton, OH 1993 to 1996

Enterprise Services organization for Key Corp

National Call Center Support Analyst

Responsible for design and support of software translations for 3 Lucent G3R’s and associated peripherals including CMS and Audix. Supervisory responsibility for three other remote Call Center Analysts. Additional support for back office and branch telephony operations for the southern region including Southern Indiana and Ohio.

Macy’s Credit Services, Mason, OH 1989 to 1993

Financial Services Organization under GE Capital

Lead Call Center Analyst

Responsible for software design and implementation for daily operations of ATT/Lucent System 85, R1 Audix, and 3B2 CMS systems for the 800 seat single site Call Center. Responsible for all Vectoring, Agent Setup, and trunking. Responsible for development of relationships with vendors and internal customers to enhance the Call Center experience.

Education

BA, Communication, Wright State University, Dayton, OH

Professional Training and Certifications

ITILF V3, Information Technology Infrastructure Library Foundation

Situational Leadership II, The Ken Blanchard Companies

Convergence Technologies Professional Boot Camp, Cross University, Cross Communications

Avaya Aura Session/System Manager Administration, Arrow S3 Univeristy

Contact this candidate