User Experience Implementation Project

Tanya McDaniel,

Locust Grove, *****, USA,

770-***-****, *********@*****.***

SUMMARY Proficient Cisco Voice Administrator with over 10 years of experience in telecommunications and support roles. Expertise in administering voice systems, ensuring seamless communication, and enhancing user experience. Successfully led the VOIP implementation project at Ricoh, modernizing communication technologies. At Delta Dental, optimized operations by engineering voice numbers and establishing call queues for remote sites.

Committed to delivering high-quality solutions that enhance workplace communication and align with organizational goals.

WORK EXPERIENCE

09/2018 – 04/2025 Sr. Telecom Analyst, Delta Dental of California Alpharetta, USA Delivered Tier 2 support for both contact center and non-contact center

end users, ensuring efficient communication channels.

Facilitated remote assistance for users by leveraging Control-Up, Teams screen share, and RDP technologies.

Diagnosed and resolved Qfiniti issues, significantly enhancing user experience and overall performance.

Trained users on WEBRTC access, streamlining virtual communication capabilities.

Collaborated closely with engineers on various initiatives, driving project success and innovation.

Supported server patching and checkouts, maintaining system integrity and security.

Created and troubleshot RightFax accounts for users, ensuring reliable document transmission.

09/2018 – 04/2025 Sr. Analyst – Workplace Technology, Delta Dental of

California

Alpharetta, USA

Engineered voice numbers for teams, enhancing internal communications and collaboration.

Administered the number pro system and established call queues for remote sites, improving operational efficiency.

Evaluated and rectified mail flow rules, ensuring appropriate access levels for over 1,000 users.

Conducted mailbox recovery efforts, swiftly resolving mailbox issues to minimize downtime and disruption.

09/2007 – 03/2017 Engineer, Information Technology, Ricoh Americas Corporation Atlanta, USA Provided robust administration and support for telecommunication PBX

systems, ensuring reliable operations.

Led the VOIP implementation project, successfully transitioning communication systems to modern technologies.

Managed circuit updates and maintained the circuit inventory database,

optimizing resource allocation.

Configured and sustained Cisco IP phones and voicemail systems, significantly enhancing workplace communication.

EDUCATION

01/2005 – 09/2008 Devry University

A.S. Degree, Network Systems Administration Sec+ Certified.

Decatur, United States

SKILLS Qfiniti RightFax Genesys on premise Genesys Cloud

Exchange Outlook Teams Administration

PowerShell Administration SBC Administration

WEBRTC Desktop Support

Software Support Active Directory

MS Access Microsoft Intune

Power Automate Microsoft Office Applications Nortel Certified (opt 11c – 81c) Norstar Certified

Windows XP Linux Software Management and Administration

Computer Applications for Business Introduction to Programming using

Java

Introduction to Routing PC Systems and Networks Information System Security Introduction to Networks Introduction to Web Design Windows Server 2003

Introduction to VoIP Telco Billing (Voice and Data Circuits)

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