HAROLD WILSON

714-***-****

PROFESSIONAL EXPERIENCE

ICONMA Detroit, MI (work from home) 12/18 – 2/19

Telecommunications Business Analyst

Worked as Business Analyst contractor to gather information from remote office sites for conversion from digital phones to Avaya VoIP phones for client.

DELTA DENTAL PLAN OF CALIFORNIA, Cerritos, CA/Alpharetta GA 3/98 - 7/18

Telecommunications Analyst III

As part of the Telecom team, successfully deployed Genesys 8.5 VoIP for 4 administrative contact center departments converting from Avaya Aurora 6.3 Symposium.

Managed Avaya Contact Center Symposium server (Avaya Aura 6.2), web server, CCT and NCC servers. Designed and wrote Symposium scripts using CCMA Orchestration Designer for call flow across the Enterprise.

Deployed Skype VoIP phones consisting of Polycom and Audio Code phones and Unified Messaging to the Cerritos office and assisted other Telecom Team members with deployments at other corporate sites.

Developed and documented Telephony DR/BCP (Disaster Recovery/Business Continuity) plans for various sites in the Enterprise.

Managed MAC’s (Move, Add & Change) tickets (using Heat & Jira tracking software) for Avaya Analog, Digital and VoIP phone instruments, VoIP, Unified Messaging, Call Pilot 201i, Meridian Mail, Symposium, Symposium Web server, Symposium NCC (Network Controller), Element Managers, OTM, Signaling Servers, remote office, field personnel, and Syntellect IVR operations for multiple locations.

Managed Aspect WFM (Work Force Management) and RTA (Real Time Adherence) modules and Qfiniti/E-talk call monitoring systems.

Managed Avaya Definity Prologic PBX/ACD and Intuity Audix and voicemail systems.

Processed internal forms and approval for modifications, enhancements to internal systems via CM (Change Management) applicatons.

Developed and performed system audits (daily, weekly, monthly quarterly and annual checks) on all system equipment, (PBX, servers, applications) to verify systems were fully operational and maintained.

Budgeting and cost control. Reviewed expenses and implemented changes to assist with cost reductions.

Managed remote locations on AT&T BVoIP phone platforms, consisting of UPS (Uninterruptible Power Supply) and servers, phones and programming.

Familiar with Tangoe (Inventory and billing systems)

Detailed knowledge of AT&T eABN application and various central office application platforms.

TRICOM MANAGEMENT, INC., Anaheim, CA 11/92 - 12/97

Manager, Marketing and Technology

Director, Tricom Platinum Club

Installed and programmed an ACD and a PC-based voicemail system.

Maintained documentation and trouble logs for all communication systems.

Responsible for billing inter-departmental communication charges to cost centers.

Directed a staff of 3 supervisors and 13 employees handling 12,000 inbound and 4,000 outbound calls per month.

Developed and maintained the departmental business plan and financial objectives.

Designed and implemented reporting mechanisms to maintain telephone service level goals. 95% of all calls were answered within 45 seconds.

Developed customer service training programs creating a 92% Good or above rating among the 35,000 member base.

Designed and implemented all aspects of marketing and sales resulting in a 25% increase in rental activity.

Renegotiated contracts for telecommunications and contracted service vendors.

Maintained a 3% budget variance on an annual basis.

AMERICAS RESORT GROUP, INC., Placentia, California 6/89 - 11/92

Manager, Reservations and Travel Services

Developed and implemented the Reservations, Exchange and Travel Agency

Department.

Hired, trained and scheduled staff of 8 including Travel Agents,

Reservations Agents and Supervisory support staff.

Designed and developed the club marketing collateral material for the Conrad

Vacation Ownership Program. Created and designed club program parameters

and rules and regulations for the owner’s association.

Assisted in the design and development of the reservation programs running on the IBM AS400

computer system. This included inventory, reservations, contract processing, and

yield management systems.

MGM GRAND AIR, INC., El Segundo, California 4/87 - 6/89

Director Reservations & Telecommunications

Ordered and maintained all voice, data, and air to ground communication equipment. This included FX, OPX, Tie Line, ACD, PBX and Voicemail operations.

Developed and implemented the Reservation Department.

Renegotiated SABRE computer system contract resulting in a decreased monthly operating cost.

Created office policy and procedures manual and reservation training manual.

Managed, hired and trained a staff of 14. This was comprised of Reservation Agents, Supervisors, Pass Bureau Staff and clerical support positions.

Responsible for all aspects of budget control and accountability. Maintained a 5% budget variance on an annual basis.

Maintained flight schedule database and monitored and adjusted all flight authorization levels. This resulted in a 90-93% monthly load factor on a target goal of 85% creating an operating profit in the first 18 months of operation.

JET AMERICA AIRLINES, INC., Long Beach, California 11/85 - 4/87

Communications Specialist

Installed and maintained OPX, FX and Tie circuits. Installed and maintained 800 circuits and all analog data circuits for reservations and the remote airport locations.

Responsible for the operation and management of the ACD and PBX phone

systems.

Managed company’s voice, data and air to ground communication requirements.

Installed, maintained and serviced all computer and telephony hardware including terminals, printers and phones.

Responsible for all telecommunication billing and costing to the appropriate departments.

AMERICA WEST AIRLINES, INC., Tempe, Arizona 5/83 - 11/85

Manager, Reservations and Telecommunications 5/83-5/84

Manager Voice and Data Communications 5/84 -11/84

Manager Data Processing 11/84-11/85

Managed, scheduled and trained 25 reservation agents.

Created and implemented the Telecommunications Department from inception to a staff of 13.

Managed the installation of 6 PBX's (NEC NEAX 2400 IMG & SIM) and one ACD (ROCKWELL GVS3000).

Ordered, installed and maintained all voice, data, and air to ground communication equipment. This included FX, OPX, Tie Line, ACD, PBX and Voicemail operations.

Participated on the team for the design and installation of the Computer Room facility that housed the PBX and ACD Phone Systems, Sperry Mainframe, Call Accounting System, UPS and HVAC systems with non-commercial power backup.

Hired and managed programmers and data entry staff.

REPUBLIC AIRLINES, INC., Minneapolis, Minnesota 6/79 - 5/83

Data Network Coordinator 9/81-5/83

Help Desk Supervisor 8/80-9/81

Computer Operator 6/79-8/80

Computer operator on three mainframe systems: IBM VM, MVS and VM/MVS/ACP. These systems ran the ESCORT online reservation system and the SCEPTRE database system for A/R, A/P, G/L, Maintenance, Payroll, Crew Scheduling, Flight Operations and other systems.

Assisted in the design and implementation of the Help Desk Area for internal computer support.

Supervised the installation of data communication and terminal hardware onto the data network.

Maintained all analog and digital data circuits including T-1’s.

Performed problem detection and isolation on the data communication hardware and network.

NATIONAL CAR RENTAL, INC., Bloomington, Minnesota 4/77 - 6/79

Computer Operator 6/78-6/79

Data Network Coordinator 10/77-6/78

Reservation Agent 4/77-10/77

Computer operator on two mainframe systems: IBM 360/168 and AMDAHL/V6. These systems ran CICS online application programs for A/P, A/R, G/L, Payroll and Reservations under MVS and VM/MVS/DOS.

Supervised the installation of data communication and hardware onto the data network.

Performed problem detection and isolation on the data communication hardware.

Answered calls and reserved rental cars throughout the world.

COMPUTER SKILLS and APPLICATIONS

Windows Microsoft 2000/2003/2007/2010/XP DOS 3.0-7.0,

Microsoft Works & Word, WordPerfect, Adobe Photoshop, WAN’s LAN’s,

Routers and hubs, PC and mainframe database applications and structures.

(Q&A, Dbase III Access and others). Lotus, Excel and other spreadsheet

applications. IBM AS400 Query.

PCAnywhere, Procomm, Citrix, VPN and many other PC based software apps.

Mainframe operating systems (DOS, VM, ACP, MVS, OS400)

and IBM AS400. Crystal Reports, HEAT, Team Track, Goldwave

VoiceMail and IVR Systems

Unified Messaging

Avaya Call Pilot

PC-based Dialogic IVR (Integrated Voice Response) System

Interalia Auto Attendant

Norstar Voicemail

Intuity Audix

Meridian Mail

Syntellect Vista IVR platforms using Vista Gen

Telecommunications Switches/Applications

Skype, Genesys, SBC

AT&T BVoIP

AT&T Business Direct

Avaya Definity/Prologic/Partner/Spirit

Avaya CS1000

Symposium Servers and NCC

Signaling Servers

Norstar

Avaya BCMS

Rolm CBX 8000/9000 (PBX/ACD)

NEC (PBX)

Data Plus (ACD)

Rockwell Galaxy (ACD)

InterTel Electronic Key Systems

Tie 1000 DCX (PBX)

Toshiba Key Systems

Mitel SX2000

Call Detail Recorders (CDR)

Call Accounting Systems (CAS)

Telecorp ACD Software

Meridian Max ACD Software

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