Unified Communications Quality Control
Resume:
EMPLOYMENT HISTORY
PRESENT
Manager IT Engineering, VITAC
Lead the Network team responsible for the planning, design, build, and support of the Verbit Group of Companies collaboration and system platforms. Deliver effective technology that best enables the Verbit Group of Companies business growth, productivity and operational stability. This includes telephony, email, network (wireless and lan) and security.
• Leads network teams with technical oversight, standards, and metrics to ensure appropriate business outcomes, quality control and team capacity management
• Assist the network team with, and as needed, perform the troubleshooting of data, email, voice, network (switches, routers, and firewalls), and other hardware problems.
• Improves operations by monitoring system performance, identifying and resolving problems, and defining action plans.
• Implement and maintain collaboration security best practices by assessing current threats, vulnerabilities, risks, and associated technical countermeasures.
• Build, maintain, and audit all network and infrastructure related documentation as it relates to configuration, processes, services records, asset inventories, topologies, administration manuals, job instructions, support contracts, etc.
• Maintains professional and technical knowledge by tracking emerging trends in operations management, attend educational workshops, reviewing professional publications, benchmarking state-of-the-art practices, and participating in professional forums.
• Exercise independent judgement and decision making on complex issues regarding area of responsibilities and tasks.
• Support of onsite and remote workforce and provide solutions for efficiency in managing solutions supporting both types of workers.
2018 - 2022
Unified Communications Manager, University of Arkansas for Medical Sciences Provide daily management of the nine Unified Communications staff that are responsible for ongoing support of all UAMS IT legacy and Unified Communications systems.
• Provide daily ongoing operational maintenance, support and management to the Unified Communications teams in the support of UAMS’ communication systems and infrastructure including Microsoft Exchange, Avaya Call Center, RightFax Enterprise Faxing, and Mitel UC environment.
• Maintain high availability of all critical UC Systems, Voice over Internet Protocol (VoIP) services located in remote offices, including remote voice gateways.
• Serves as the Tier 3 support team for UAMS’ infrastructure production environments and provides technical expertise as the internal escalation point for all UC issues
• Maintain expertise on all relevant innovations within infrastructure technology especially those pertinent to the HealthCare and Higher Education industries.
• Assist Director to recruit, develop and retain an exceptional infrastructure services team building collaboration, partnership, and credibility. Ability to manage multiple service issues, operational support and team projects simultaneously.
• Responsible for organizing and helping with leading department meetings, project meetings, technical evaluations, and UC team support meetings to articulate project status updates as directed by the UC Director. Requests and solicits team member feedback on project concerns or potential issues.
2012 - 2018
Supervisor Business Operations LTE in Rural America (LRA), Verizon Wireless Hire, train, & provide strategic direction to 6 Engineers to support 22 LRA Participants and 5 Vendors while developing and streamlining production process for increased productivity. 3830 Hampton Drive, Benton, US, 72019
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DUSTIN BEALS
UNIFIED COMMUNICATIONS/ I T ENGINEERING
PROFESSIONAL SUMMARY
Unified Communications/ IT Engineering professional with 16 years of experience in managing IT and customer support teams. Demonstrates expertise in Mobile Device Management, IP Telephony, and Project Management, with a proven track record in achieving key performance indicators and implementing process improvements. Known for strong leadership, problem-solving skills, and a commitment to continuous improvement and customer satisfaction.
• Develop strategies, forecast ticket volume, design LRA support processes and procedures; implement tools and support systems, and controls metrics necessary to align the team objectives with the long term goals of the LRA program.
• Gather, monitor, and trend various metrics to present to executives both quarterly and semi-annually
• Sub-plan owner for multiple LRA initiatives working cross functional with VzW teams and Participant teams
• Provide operational and technical assistance to LRA Lessees in support of their integrated networks, devices and interfaces with the Verizon Wireless LTE Core Network.
• Establish and manage the Technical Operations Support Services team (3 Engineer III and 3 Engineer I) and develop support process for the LTE in Rural America (LRA) program.
• Responsible for the achievement of team results and performance including employee proficiency, service levels and customer satisfaction
FEB 2010 - FEB 2012
Supervisor-Customer Service Tech Support, Verizon Wireless Proven results with newly trained frontline inbound call representatives. I was tasked with starting a transition group for developing a smooth handoff from training to production of new hires.
• Responsible for the day-to-day operations of a team of Wireless Data Customer Care Coordinators.
• Develop, train, coach, and motivate a team to achieve a high level of customer satisfaction and provide ongoing feedback.
• Recognize and recommend operational improvements.
• Monitor performance of direct reports according to established standards.
• Plan, direct and evaluate workflow.
• Participate in hiring decisions and conduct performance appraisals
• Received an award for team with most upgrades.
JUN 2009 - FEB 2010
Technical Support Coordinator II, Verizon Wireless Technical Support Floor Lead
• Troubleshoot hardware/software issues; Identify Network/application issues.
• Listen to internal and external customers and communicate extremely complex and technical information clearly and concisely.
• Effectively communicate ideas and recommendations to all levels within the department.
• Present ideas effectively to individuals or groups; express ideas and information clearly in verbal or written form based on the needs of the audience.
• Maintain up to date technical product/service training, knowledge, and skill to support internal and external customers as well as direct reports.
• Support and facilitate the development of others’ knowledge and skills, providing timely feedback and guidance to help them reach goals.
JAN 2008 - JUN 2009
Technical Support Coordinator I, Verizon Wireless
Provide exceptional customer service and technical support for internal and external voice and data product customers.
• Troubleshoot hardware and software issues and identify network/applications issues.
• Provide detailed information on how to set up/configure data and voice products.
• Verify provisioning and diagnose device or Network issues.
• Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.
• Use various administrative department tools and on-line resources for customer resolution.
• Use trouble ticket system for tracking customer interactions and problem resolution.
• Evaluate customers concerns and resolve problems to customer satisfaction.
• Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.
• Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction. EDUCATION
AUG 2003 - MAY 2008
Bachelor of Communication, Henderson State University, Arkadelphia, AR MAR 2006 - MAR 2006
Non-Commissioned Officer, United States Air Force Reserve, Jacksonville, AR SKILLS
O365/TEAMS Mobile Device Management
Physical Services SAS Services
IP Telephony Project Management
IT Management Budgeting
Staffing Business Planning
Public Speaking Strategic Partnerships
L INKS
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