Information Technology, PBX and VoIP

Donald L. Fortney

*** ****** ***** ****** • Salem, SC 29676-4506 • ********@*******.*** • 864-***-****

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Looking for a position where I can utilize my experience in the Installation and on-going support of various business systems, phone systems and PCs, project management, internal and external communications.

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SUMMARY OF QUALIFICATIONS

• More than 22 years managing Information Technology including Windows Servers, PBX systems, Frame Relay network, and point-to-point circuits.

• Develop sustained relationships with internal management and employees and external vendors based on knowledge and trust.

TECHNICAL SKILLS

Hardware: IBM PC/Compatible, DEC ALPHA 4100, Avaya 8710 PBX

Software: MS-Office 2007, MS-Exchange, MS-SQL, Seagate INFO, CONNX, MONARCH, , Clarify, Cisco Internet Script Editor, and Microsoft Dynamics CRM, Avaya Communication Manager, Avaya CMS reporting

Operating Systems: MS-Windows NT, MS-Windows Server, MS-Windows XP, MS-Vista, VMS, UNIX, and LINUX

PROFESSIONAL EXPERIENCE

PinPoint GeoTech, LLC August 2008 – October 2009

Clemson, South Carolina

DIRECTOR OF OPERATIONS

• Manage office build out of two suites. Manage all day to day office functions and budget of this small 10 person startup company.

• Setup and manage a hosted VoIP phone system with Call Center ability and remote sites on same system for 4-digit dial.

• Develop and oversee implementation and administration of company policies, systems, and procedures.

• Manage marketing campaigns via email, USPS, outbound calling, and webinars.

• Maintain product inventory, manage product setup, and schedule installations.

• Support Microsoft Dynamics CRM users.

• Evaluate employee performance and motivate to achieve peak productivity.

• Daily backup of company server and manage all disaster recovery/business continuity for the company.

Motorola, Inc. August 2004 – July 2008

Schaumburg, Illinois

SENIOR TECHNICAL SUPPORT SPECIALIST

• Setup and maintenance of agent skills, hunt groups.

• Avaya Communication Manager VDN and Vector programming for multiple call centers including time of day, day of week, table lookup, and emergency routing if call center evacuated.

• Responsible for call routing on 400+ toll free numbers. Some numbers are routed off premise to one or more outsourced call centers.

• Use Sprint Dynamic Network Routing to route calls within the Sprint network for day-to-day operation and Disaster routing.

• Backup CMS report management.

• Maintain detailed documentation on architectural, process flow, numbering plans, and circuits.

• Managed the upgrade from an Avaya G3r PBX to an Avaya S8720 PBX platform (November 2006).

• Design and manage the Disaster Recovery operation for the major call centers to a third party remote site. Setup and run three tests per year.

• Interface with various telecom vendors technical support groups to resolve complex problems.

• Support an Avaya S8720 with 9 cabinets (critical reliability) interfacing to Genesys IR version 7.2 via AES server, etalk Qfinity 3.0 and logger, multiple outsourced IVR and multiple outsourced call centers.

• Support design and implementation of multiple call centers of various sizes from 3 agents to 400 agents with a total of 700 agent’s in house, remote offices, and Work at Home agents.

Net 56, Inc. July 2003 – February 2004

Palatine, Illinois

OPERATIONS MANAGER

• Project Manager for each school district/company’s Information Technology we brought into our Data Center.

• Research new technology to improve the operation and efficiency of the Network Operations Center and the company as a whole.

• Responsible for building the Network Operations Center team for outsourcing school districts/company computer systems. This new team solved many previously unresolved issues.

• Built an internal Help Desk for second tier support designed for growth.

• Managed the cutover of a 7-node school district network with bonded T1s.

• Managed the rewiring and network redesign for a multi-building campus school.

Dietzgen, a division of Nashua Corporation June 1994 – June 2003

Palatine, Illinois

MANAGER, INFORMATION TECHNOLOGY

• Project Manager for selection of hardware and software to upgrade the computer system and work processes.

• Set up hardware (DEC Alpha 2100 with VMS 6.2) and application software (DAI/Symix/Frontstep).

• Initial training and support of all users (both local and remote offices).

• On-going training and support of all systems.

• Successfully completed Y2K testing of VMS, the application software, and all third party software running on VMS and Windows NT.

• Set up and support of 75+ Dell personal computers.

• Negotiated price for their Alpha 4100 computer from a Bankrupt company to upgrade our system.

• Set up and support 12 branch locations on the system using TCP/IP over Frame Relay.

• Set up and support MS-Windows NT servers to enable data transfer between the Alpha system and PC’s.

• Set up and support MS-EXCHANGE Server for Internet e-mail.

• Set up and support MS-SQL Server for Data Warehouse.

• Researched, installed and support Inter-Tel phone system for 50 users and ACD for 10 agents.

• Responsible for operation of all computer and phone systems, voice and data contracts.

Community Involvement

Model A Restorers Club Youth Group (Harbor Area, California) Founding Member 1971

Den Leader (Cub Scouts of America), 1999

Assistant Scout Master (Boy Scouts of America), 2000 – 2004

Assistant Coach Continental Little League Baseball, 2001

Board member Keowee Harbours Community Service Association (Architectural Control Committee), 2007 – 2008

President Keowee Harbours Community Service Association, 2008 – 2010

Firewise committee chair for Keowee Harbors Community Service Association, 2007 - 2009

References available upon request

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