Jimi McIntosh

**** ***** ******* **

Snellville, GA 30039

404-***-**** ONLY

CERTIFICATIONS / TRAINING

Avaya S8800, S8700, S8500 and S8300 series, CMS, CTI, VOIP, SIP, ACD, Redundant Processors, and Modular Messaging.

Nice Call Recordings, I-3 Recordings, Witness Call Recordings (Verint).

Avaya IC, IQ reporting I-3 NT Telephony Server, VOIP/SIP, design, implementation and testing Definity PBX, ACD, CMS, Call Vectoring, Intuity Voice Mail, Conversant IVR, Administration, Design and Testing.

Interactive Intelligence I-3 Server Audix, Modular Messaging, SQL Database, MS Project, Visio.

Call Center Management Service, Design, Implementation and Applications (CMS), IC, IQ, OA Call Accounting Service (CAS), Advanced call routing.

Automatic Call Distribution (ACD), VDN, Vectoring CMS, Interaction Center, Custom Reporting.

Project Management, Modular Messaging, VOIP, IP Trunking, Enterprise Networking.

MS Server, Windows Server, Windows NT.

Account Billing Analyst, proficient in Tariffs and PEC and USOC codes.

Nortel 11, 51, 61, 81 and CS2100. Avaya ASA Certs, Meraki

System Architect, Application Design and Network Engineer Certification_ITIL Foundation in IT Service Management 2014.

EDUCATION

BA Marketing and Management, University of Memphis

PROFESSIONAL EXPERIENCE

Verizon/MCI, Snellville, GA (currently working remote) 04/2013 – Present

Lead Cslt Engineer-Network Engineer

Responsible for implementing design solutions for business requirements involving advanced networks (performance and management), VOIP, converged technologies, and cloud-based applications, in support of enterprise and global enterprises.

Responsible for configuration definition of hardware, software and 3rd party applications.

Provision of daily application support, routine maintenance, prevention maintenance, service restoration, root cause analysis.

Interface and interact with customer on a routine basis.

Worked closely with product development, engineering, planning and maintenance.

Provided system architecture and design services.

Assisted in application and equipment site audits, verified configurations and ensured that hosted services are placed on the glass, for 24 x 7 support.

Knowledge of network management technologies, devices and applications across multiple vendors such as Cisco, Juniper, Riverbed, Genesis, Avaya, IVR and routing schemas.

Familiar with SIP, VOIP, Microsoft, Tandberg, Polycom.

Possess ITIL certifications, Avaya certifications, and working on Cisco certifications

McIntosh Company, Snellville, GA 09/2012 – 04/2013

Independent Telecom Consultant/Engineer

Senior Network Engineer for a large IT Company, primarily focusing on Cloud-based applications utilizing Cisco CUCM, SIP, VOIP, in support of geographically dispersed contact center, providing 24x7, 365 coverage.

Switch and server administration and troubleshooting, Cisco Router configurations.

Providing a host of services to small and medium businesses such as VOIP, Call Center Applications, Routing, IVR Scripting, System Integration, system architecture and design.

Proficient on Avaya S8800, S8500, G600, Gateways, CMS, VOIP, SIP, CS2100, Nortel 11 thru 81C, Symposium, I-3, Cisco.

Hosted Cloud-based routing and services, Customer Training.

Project Management and Pre-Sale/Post Sale technical design, sales support, Infrastructure planning, and installation. Fiber and copper installation. Call recording, reporting and workforce management, and Modular Messaging.

Familiar and experienced with cloud based switching.

Technical support, troubleshooting and administration.

Senior Network engineer on “Hosted” Cloud-based applications to support the global contact center, for some of the Fortune 500 businesses, Call recordings (Verint), Nice Recordings, and Workforce Management.

System Integration and workforce scheduling.

IBM Global Voice-Telecom Consultant/Contractor, Pennsylvania, PA 05/2011 – 09/2012

Contractor

Contractor on Project Team working on the migration from TDM to VOIP with a SIP network, replacing 2 existing Avaya Definity’s G3R with the S8800, S8500 Modular messaging, CMS, ACD, IQ, IC, and OA.

Development of skill based routing and merging the translations and functionality of two locations into one platform with redundancy.

Responsible for the coordination, planning, administration and implementation.

Speech to text, technology such as Voice Genie, Nuance OSR and Real-Speak TTS.

Business Analyst, responsible for defining the business and how to further integrate technology into the customer experience.

Detailed analysis and reports to further identify the company and to fine-tune its goals. Nortel CS2100, Symposium and CTI. Verint-Witness recordings, NICE and WFM applications.

Provided system design and network architecture for the migration to VOIP and SIP services.

Free-Lance Telecom Consultant, Alpharetta, GA 02/2011 – 05/2011

Independent Consultant

Independent Consultant providing a host of service and technical design and guidance for medium to large business migrating from a TDM to A VOIP/SIP environment utilizing a host of products from Avaya, Nortel, Cisco, Bay Networks, and Extreme Switches to modernize Contact Center Applications.

Worked on global CTI and screen pops, Workforce Management, Modular Messaging, CMS, IQ, IC, OA, CTI, custom reporting, call recordings (Verint, Nice) and call routing for Private_Public Business and Federal Agencies, as well as Verizon Federal Marketing.

Speech to text, technology such as Voice Genie, Nuance OSR and RealSpeak TTS.

Business Analyst, providing detailed analysis of the call flow and its relationship to the defined goals.

Worked with Nortel Symposium, Siebel CTI, ACD, and IVR.

Experienced in contact center architecture, integration, implementation and development of applications.

I-3 CAAS Environment, Alpharetta, GA 09/2010 – 02/2011

Tier II Interactive Intelligence I-3 Engineer – Independent Contractor

Responsible for incident management and problem identification.

Provided advanced trouble-shooting, problem resolution, and provided 24x7 coverage for multiple users throughout the world, such as UK, Japan, and US.

Provided escalation to the I-3 Engineers on those items that, required further analysis, or may impact other user on the “hosted” Caas platform.

Responsible for training, error identification and tracking of open incidents.

Knowledgeable on vectoring, proficient in handlers, IVR, VOIP, MPSL, Wave Files, and design and scripting.

10 years of experience and I-3 Trained and Certified. Windows Server 2003, 2004 and 2007, Linux, and Unix. SQL Data base, Scripting and Application development.

Ft. Benning GA, Columbus, GA 06/2010 – 09/2010

AVAYA Senior Telecom Engineer – Contractor – Phase One Deployment

Responsible for the design, configuration, and deployment of a 17 node Avaya S8710 Redundant Processor solution for the US Army and Federal Government, designed to replace existing #5 ESS Central Office with VOIP, ACD, SIP, and Network based switching. SQL and Oracle Databases.

Lead application and Network Developer, responsible for network design, switch architecture and integration with existing infrastructure.

System Administrator, responsible for setting up 17 nodes to support in excess of 100000 end users, verification, testing and design of fiber backbone, covering vastly deployed communication huts.

Design, testing and deployment of over 100,000 VOIP endpoints. Inventory management of multimillion dollar packs, servers, and sets for project.

Supervision of associated sub-contractors, working on different phases of the 4 year project. Worked with Windows Server 2004 and 2007 in developing an application interface in transitioning from 5 ESS environment to a Linux, VOIP, SIP environment, CMS, ACD, IVR, IC, IQ, OA

Project Manager, responsible for scheduling and resource allocation on the design, development, programming and deployment of Avaya Solution.

Speech to text, technology such as Voice Genie, Nuance OS

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