William Patterson, III

Cell: 908-***-**** · Email: adwn69@r.postjobfree.com

TELECOMMUNICATIONS

I am a highly dedicated professional with over 30 years of progressive, hands-on contributions to telecommunications systems. Managing a variety of internal and external venders for numerous projects. Long- and short-term planning, implemented projects and written procedures in the areas of call center, voice communications, installation, training, technical support, service, troubleshooting and customer relations. Strong analytical and creative talents. Specializing in Avaya ACD, and vector programming.

PROFESSIONAL OVERVIEW

Self-starter with extensive experience in sophisticated communications systems, customer service / training / technical support, Windows and Microsoft Office applications. Proven track record managing the toughest projects to completion. Analytical troubleshooter with a record of identifying complex system problems and resourcefully developing creative solutions within a complex and rapidly evolving business environment. Excels in reducing large tasks into manageable components and orchestrating multiple simultaneous projects to successful completion. Works well independently or can motivate groups to soar to new heights. Conduct staff and client training programs; described as enthusiastic, knowledgeable and helpful. Strive to create a pleasant environment that generates high employee morale and positive change.

Extensive call center experiences, has written vectors, and developed policies and procedures for Vector Writing standards. Has vast knowledge in 800 routing with Geotel, and Rout-it, and has provided network routing support in a 24x7 environment. Certified in Avaya PBX and Voice Mail systems, with some exposure to Verint Systems. Has made significant contributions to two successful startup companies. Investigated, tested and implemented improvements to existing procedures that increased efficiency, productivity and overall cost effectiveness. Able to predict trends, and plan resources accordingly for short- and long-term goals. Project Management experience, managing MULTIPLE projects simultaneously. Hands on experience with implementation, architecture and migration of phone systems. Excellent analysis, troubleshooting (both voice and data problems), and technical skills, Working knowledge of PC software including Microsoft Office and MS Project Excellent oral and written communication and interpersonal and presentation skills. Ability to handle multiple tasks, simultaneously. PROFESSIONAL EXPERIENCE

Dell Inc. USA 9/2015 – 2/2023

Senior Software Engineer - IT (ACD), Voice & Contact Center Services Provide enterprise experience with voice and other communications technologies for corporate and contact center solutions.

Day to Day:

• Analyze, design and integrate innovative communications solutions to deliver expected business outcomes

• Consult and provide guidance on communications solutions

• Provide coordination and management across multiple vendor partners

• Technical mentor; guides for less experienced engineers and technicians Analyze Avaya PBX/CMS configuration

• Work with vendor and remote offices on troubleshooting of various issues

• Documentation

o Responsible for preparing design documentation.

o Reviews and contributes to documentation and process refinement for various lines of business and associated segments

• Evaluates and recommends software solutions to meet user needs.

• Resolves customer issues with software solutions and responds to suggestions for improvements and enhancements.

• Interacts with business users and I/T to define current and future applications Milestones:

• Verizon Migration

William has assisted in migrating thousands of TFN for the 5 to 7-digit migration project o As William transitioned to the team lead of this project Thousands of TFN has been assigned, researched and prepared for migration William conducted weekly meetings with project staff to reviewing standards and expectations for ACD, CMS and ICM

William updated the related forms and improved file access to the related data. William has worked with the team to reduce Deployments completion by several months.

• DELL EMC Migration

Completed programing, implementation and recommendations for various EMC projects

•Day 1 - DISD – Dell Internal Service Desk

Updated programing of the internal service desk

•Day 60 updated programing so Dell and EMC can transfer calls between multiple locations. This providing a better opportunity to service and up sale our customers. This was completed for multiple countries and languages.

•Partnered with EMC with to resolve their migration challenges

• Call Back Assist

Lead ACD Developer for Call Back assist project

•Successfully implemented Call Back Assist for Sales, Care, DFS and SDS in US Implemented global variable programing to aid in deactivation/reactivation of CBA

• Interruptible Aux

Lead ACD Developer for Interruptible Aux project

•Successfully implemented for global use on Dell’s platforms.

• Nuance TTS

Created documents and announcements for US English.

• Dell Post Call Survey Migration

Assisted in adding Dell Post Call Survey as needed to lines of sales. Avaya Subject Matter Expert

Telequest

Tarrytown, New York 10/2014 – 03/2015

Providing Hudson Health Care and MVP Health Care with tiered support for call centers. Manage large projects involving programming Avaya G3 Version 16, software / hardware troubleshooting and technical support for the Call Center and customers.

Day to Day:

• Work closely with Call Center staff to ensure SLA.

• Providing day-to-day supervision, implementation of telecommunications operations for call center complex, including PBX programming, and vector writing.

• Support telephone connectivity, set configuration, voice mail, call monitoring, and telecom applications including CMS, IP Agent, and Avaya 1X.

• Manage MAC and troubleshooting issues.

• Provide end user support via phone, email, and desk visits. Avaya Subject Matter Expert

ThruPoint, Inc. 6/2010 – 4/2014

Consultant New York, New York

Providing Morgan Stanley Enterprise with Tier two support for call centers. Manage large projects involving upgrades, Avaya PBX S8xxx,software / hardware troubleshooting and technical support for the Call Center and customers. Administer voice applications, vector writing, vector procedures, and network routing for over 20,000 lines. Day to Day:

• Providing Tier 2 support for Morgan Stanley call centers.

• Proficient in CMS, AT&T Route IT, and voice mail applications; implement training programs.

• Prepare and submit extensive documentation / reports of all system / long and short term planning / application enhancements and repair operations; planned and authored Disaster Recovery Procedures.

• Providing day-to-day supervision, implementation of all telecommunications operations for large call center complex, including PBX programming, and vector writing.

• Creating and updating routing for the Enterprise including TDM and VOIP

• Provide contact center support for the Enterprise including ACD, CTI and IVR Avaya Contact Center lead for NAV360 testing and documentation for CBTS. Participated in various research and documentation work streams.

Day to Day:

• Documentation of Avaya Contact Center

• Edit, Execute Test Plans and record results

• Work all issues that arise during testing with the team, customers and vendors to obtain resolution

• Review documents and provide additions and corrections as appropriate

• Communicate with others including customer, team mates and 3rd party vendors that are across the globe including London and Israel

• Travel as necessary, provide status as required,

• Perform other tasks as required to meet the needs of the business AXA Tech - Voice Network Administrator

Apex Systems Inc. 11/2009 – 5/2010

AXA Tech Equitable Jersey City, New Jersey

Make recommendations and support voice requirements for business enterprise including but not limited to voice relocations, expansions and upgrades.

Day to Day:

• Analyze Avaya PBX/Cisco IPT configuration and agency trunking requirements

• Work with vendor and remote offices on troubleshooting of network issues

• Support voice operations on legacy and IP phones systems at multiple locations

• Create, develop and document technical requirements provided by client

• Creating various documentation on Avaya legacy systems for Cisco upgrade

• Install, operate, troubleshoot and resolve field locations voice and telephony services

• Support day to day and adhoc projects and implementations. Voice Maintenance Engineer

Empire Technologies 6/2008 – 11/2009

Maintenance Engineer Freehold, New Jersey

Contribute technical and administrative expertise in Call center communications. Participated in projects involving upgrades, software / hardware troubleshooting and technical support for the Call Center and customers. Administer voice applications for Avaya PBX S8xxx, Avaya CMS, Octel, Avaya Voice Mail Intuity & Modular Messaging. Day to Day:

• Provided tiered support for extensive Avaya customer base.

• Quickly diagnosed causes of system failures and malfunctions to ensure the highest operating efficiencies' reliability and quality performance standards.

• Responded immediately to emergency situations with sensitivity to deadlines and other management needs. Call Center Specialist for Pfizer – NJ Call Centers Pfizer Voice Operations 3/2006 –6/2008

Judge Technical Services Parsippany, New Jersey

Contribute technical and administrative expertise in Call center communications. Manage large projects involving upgrades, software / hardware troubleshooting and technical support for the Call Center and customers. Administer voice applications, vector writing, vector procedures, and network routing. Day to Day:

• Providing support for Pfizer call centers; twenty-four hours, seven days a week.

• Proficient in CMS, CentreVu, and voice mail applications; implement training programs.

• Prepare and submit extensive documentation / reports of all system / long- and short-term planning / application enhancements and repair operations; planned and authored Disaster Recovery Procedures.

• Providing day-to-day supervision, implementation of all telecommunications operations for large call center complex, including PBX programming, and vector writing.

• Function as company liaison to service and manage vendors; ensure maximum system performance. Call Center Technology and Operations – Technical Consultant Verizon Wireless - Command Center 9/2004 - 3/2006

Apex Systems Inc. Orangeburg, NY

Call Center Technology Operations and Support

Contribute technical and administrative expertise critical to organizational efficiency, customer care and business growth of this prestigious firm specializing in voice communications. Manage large projects involving systems moves, upgrades, software / hardware troubleshooting and technical support for the Call Center and customers. Administer voice applications, vector writing, vector procedures, and network routing. Day to Day:

• Providing support for Verizon Wireless South and North East call centers and peripherals; twenty-four hours, seven days a week.

• Prepare and submit extensive documentation / reports of all system / long- and short-term planning / application enhancements and repair operations; planned and authored Disaster Recovery Procedures.

• Providing day-to-day supervision, implementation of all telecommunications operations for twenty large call center complexes, including Rockwell programming, Cisco editing, and vector writing.

• Function as company liaison to service and manage vendors; ensure maximum system performance.

• Provide tier two and tier three support for other Verizon Wireless locations.

• Managing all day-to-day operations and long term planning, and testing for Expected Wait Time Project

• Managing multiple projects

• Resolving network or premise related issues via Rockwell programming, and Cisco Trouble shooting

• Executed telephone trunk circuitry and other carrier facility testing. PBX Connections – New York Project Manager – Wireless Director NorVergence Inc. 3/2003 – 9/2004

Telecommunications Services Newark, NJ

PBX Connections – New York

Responsible for project managing new customers to successful integration of their PBX and the NorVergence solution. Day to Day:

• Contracting and Managing relationships with PBX vendors in the areas that NorVergence services,

• Connecting customers in a timely manner,

• Vendor management

• Handling all communication with vendors,

• Get vendors out for service calls,

• Track cost for each customer to each vendor,

• Negotiate lower cost for hardware and labor

• Track implementation and status of each customer

• Report delays and escalate

• Track customer backup configurations.

Wireless Director

Responsible for all wireless services, technology and distribution for NorVergence. Provided a high-level service by managing, administrating, and implementing wireless technologies, thus providing high quality service to NorVergence and to its customers.

Day to Day

• Effectively implemented and managed wireless distribution for growing customer base.

• Responsible for coordinating the trouble resolution process for wireless call center.

• Managing multiple wireless vendors and projects.

• Conduct cost analysis of selected services to identify potential savings. Make recommendations and implement.

• Review all processes and procedures to identify areas for improvement. Make recommendations and implement.

• Work with vendors to complete installations and repairs, and to investigate new services and technologies. Milestones

• Increased wireless distribution by almost 300%

• Successfully negotiated new wireless services and savings with various carriers

• Successfully identified and eliminated backlog of orders. New Technology & ARM Deployment – Network Routing Design and Implementation AT&T

Traffic Management 3/2000 – 9/2002

AT&T New Technology & ARM Deployment / Routing Design & Implementation Morristown, New Jersey Responsible and manages various networking and IVR related projects for AT&T consumer division by utilizing AT&T Resource Manager (Geotel), Rout-it, Avaya CMS, Network, Vector and Avaya PBX programming. Day to Day

• Managing all day-to-day operations and long term planning, and testing for IVR Farm Project.

• Managing multiple vendors and projects.

• Resolving network or premise related issues via vector programming, Geotel and Rout-it.

• Creating, and updating network, premise, and project related documentation.

• Managing AT&T Resource Management (Geotel) deployment for in-house and outsourced locations.

• Implementing, testing, routing, troubleshooting, and providing detailed documentation for various network routing projects.

• Assist associates by showing them a diverse way of accomplishing tasks with the use of CMS, CentreVu, PBX, or MS Office.

• Utilizes PBX, Geotel, Rout-it, CMS, and vector programming to effectively Implement, manage, and test various projects.

Senior Analyst of Technology – Acting Manager of Telecommunications Senior Analyst of Technology 10/1999 – 3/2000

AMERICAN INSTITUTE OF CERTIFIED PUBLIC ACCOUNTANTS Jersey City, New Jersey Responsible for all telecommunications technology and services at all AICPA locations. Providing a high level of service to the Institute by managing, administrating, and implementing telecommunications and Call Center technologies, thus providing high quality service to the AICPA and to its members. Day to Day

• Maintain all telecommunications systems and networks at 100% availability in support of Call Center and all business functions.

• Responsible for coordinating the trouble resolution process, MAC process, and Premises Wire Distribution system, for proper functioning of Call Accounting system, Video Conference systems, and all ancillary systems.

• Accountable for programming of Vectors, ACD, Intuity, Audix. CMS

• Centervue, Conversant and network services.

• Reviewing and approving vendor invoices, prepare budgets and operating plan for presentation to senior management.

• Managing multiple vendors and projects for multiple locations.

• Conduct cost analysis of selected services to identify potential savings. Make recommendations and implement.

• Review all processes and procedures to identify areas for improvement. Make recommendations and implement.

• Work with vendors to complete installations and repairs, and to investigate new services and technologies. Milestones

• Successfully planned and implemented telecommunications systems for Y2K compliance with a three-month lead-time.

• Created and implemented disaster recovery location for the Institute’s Call Center.

• Successfully negotiated new wireless services and savings with AT&T Wireless.

• Successfully renegotiated long distance contract with AT&T. Projected 11-month savings is over $302,000.00.

• Successfully renegotiated overflow long distance service with Sprint. Savings of 565%.

• Centralized Telecommunications administration and maintenance for NY, NJ, DC and Texas locations. Telecommunications Specialist for Prudential Call Centers Senior Telecommunications Specialist 10/1994 – 10/1999 PRUDENTIAL SERVICE COMPANY South Plainfield, New Jersey Contribute technical and administrative expertise critical to organizational efficiency, financial health and business growth of this prestigious firm specializing in voice communications. Manage large projects involving systems installations, moves, upgrades, software / hardware troubleshooting and technical support for the Call Center and customers. Administer voice applications, vector writing, vector procedures, and network routing.

• Providing support for six prestigious call centers; twenty-four hours, seven days a week.

• Proficient in CMS, CentreVu, Vector writing, Conversant, SYMON, Dictaphone, NICE and voice mail applications; implement training programs.

• Prepare and submit extensive documentation / reports of all system / long and short term planning / application enhancements and repair operations; planned and authored Disaster Recovery Procedures.

• Providing day-to-day supervision, implementation of all telecommunications operations for large call center complex, including PBX programming, and vector writing.

• Function as company liaison to service and manage vendors; ensure maximum system performance.

• Provide tier two and tier three support for other Prudential locations. Telecommunications Technician II 3/1987 – 10/1994

ROCKEFELLER GROUP TELECOMMUNICATIONS SERVICES INC. New York, New York Provided leadership in voice and data communications installations, troubleshooting and moves; as well as diagnostic testing of telephone switches and administering voice applications. Developed and implemented schedules, systems and procedures to assure cost effective equipment maintenance. Executed telephone trunk circuitry and other carrier facility testing.

• Quickly diagnosed causes of system failures and malfunctions to ensure the highest operating efficiencies' reliability and quality performance standards.

• Responded immediately to emergency situations with sensitivity to deadlines and other management needs. TELEPHONES UNLIMITED INC. 2/1986 – 3/1987

FIELD TECHNICIAN New York, New York

Spearheaded communication system installations, customer technical support and training. Planned, directed, and coordinated maintenance, troubleshooting and repair operations for a variety of sophisticated electronics. Investigated, tested and implemented improvements to existing procedures that increased efficiency, productivity and overall cost effectiveness.

CERTIFICATIONS

CISCO ICM/NAM PRODUCT TRAINING

OCTEL ASPEN SYSTEM MANAGEMENT & ADMINISTRATION

AT&T SYSTEM 85 DATA APPLICATIONS

AT&T DATA NETWORKING

AT&T SYSTEM 85 MANAGEMENT & ADMINISTRATION

AT&T SYSTEM 75 MANAGEMENT & ADMINISTRATION

AT&T SYSTEM 85 FEATURES,

AT&T DATA TROUBLESHOOTING

NETWORK WIRING

AT&T MANAGER. IV MANAGEMENT & ADMINISTRATION

AT&T G3R MANAGEMENT & ADMINISTRATION

AT&T CMS MANAGEMENT & ADMINISTRATION

AT&T NETWORK ROUTING & ADMINISTRATION - ROUTING MANAGER II LUCENT WORLD CLASS ROUTING

SYMON 2000 ADVANCED PROGRAMMING & ADMINISTRATION

EDUCATION

DEVRY TECHNICAL INSTITUTE - Woodbridge, New Jersey TELECOMMUNICATIONS INSTALLER, DATA COMMUNICATIONS - GPA: 3.0 Digital Codes ~ ASCII and EBCDIC Transmission Standards ~ RS232 Equipment Configurations, such as DCE/DTE Interfacing and Troubleshooting Techniques Telephone Systems: Rotary and Tone Dialing, TDM and SDM Switching Systems Construction of Telecommunication System Electronic Circuits and Components 1986-1987

COMPUTER ELECTRONICS PROGRAM

CONTROL DATA INSTITUTE - New York, New York

1982-1984

COMPUTER SCIENCE PROGRAM

C.W. POST- Brookville, New York

1979-1981

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