Voice & Data manager

George E. Vary

*** *. ****

Leslie MI. *****

Phone: 517-***-****

Email: *******@*****.***

Objective: I am a MIS/IT Professional, experienced in the design, implementation and ongoing support of numerous telecommunications and IT systems. I am confident that my expertise in these fields would be a valuable asset to any Telecommunications and MIS/IT team.

Employment History:

EDS/Onstar Sr. Telecommunications Analyst 09/05 - 10/09

Maintain and support Work Force Management tool (IEX / TotalView) & telecom adjunct systems and support of Solaris and Windows servers. The Onstar account was setup to have complete testing capabilities so that software could be deployed and tested before going into production. This was also used for problem resolution as we recreated issues on the test environment and also tested resolutions. We had weekly/Monthly meetings with the GM management to insure we had the most stable environments possible. I was also involved in the deployment and support of the VOIP conversion of the call centers.

MSXI (Ford Motor Credit) – Telecommunications Analyst 11/02 – 09/05

Maintain and support multiple locations throughout the United States and Canada.

Locations consisting of Avaya PBX Intuity IVR, Conversant Voice Mail, Avaya/Mosiax Dialers using Austin Logistics list optimization . Also responsible for Security on Adjunct Telecom systems for Sarbanes Oxley compliance Documentation Operation and trouble shooting procedures.

Allmerica Financial Citizens Insurance – Midwest Region Network Manager voice/Data 06/99 – 12/01

Maintain the AVAYA G3R ACD PBX with 1000 agents in 2 sites programming routes and to manage call flow.

Site Support for Cisco GeoTel CTI system. Worked with Custom application and vendor to resolve implementation conflicts and backend issues.

Work with team leaders and line managers to improve call flow and reduce costs.

Also manage telecommunications, videoconferencing, and LAN/WAN for Midwest Region including 4 hub locations that consisted of Cisco routers, 3Com Hubs and Novell servers, 5 Avaya PBX’s and 1 Avaya Merlin key system. And the InterVoice Brite VRU Multiple sites connected via T-1, OC3, & Frame-relay circuits.

Responsible for personnel management and scheduling, budgeting and project management.

Responsible for all vendor negotiations and contracts.

BellSouth Mobility, Boca Raton, FL -- Telecommunications Manager 10/96 – 06/99 and Systems Analyst (contracted by Aerotek) 9/95 – 10/96)

Maintain the Teknekron ACD PBX with 1000 agents in 2 sites programming routes and to manage call flow.

Wrote program using Visual Basic 5 to retrieve reports from the ACD system.

Designed and Helped write CTI Application for Supervisor console & Screen pop. This involved Unix script for Teknekron ACD and a Microsoft SQL Database for a back end. The application was web enabled and used to monitor 4 sites and provide backup routing for the VRU’s.

Work with team leaders and line managers to improve call flow and reduce costs.

Manage telecommunications for all the 30 retail store sites with NorStar systems. Designed, programmed and built retail store Voice Response Units using Visual Basic and implemented remote updates to the VRU’s using the company’s wide area network.

Maintained and supported 3 NorTel M-1 Switches -- one Option 61c and two Option 11.

Maintained the InterVoice Brite IVR that was used for the front end to the call center.

Maintained & implemented disaster recovery plans (AT&T Routing Trees, Detail records of switch routing )

Maintained Digital predictive dialer.

Worked with local vendors and implemented a private network for remote calls resulting in net savings of $20,000.00 a month

North American Utilities, Ft. Lauderdale, FL --Customer Service Manager 3/95 – 9/95

Customer support for telephone and computer systems.

Scheduling of service representatives and management of technical staff.

Remote changes to systems and creation of automated forms.

CTG Consulting (For IBM) Boca Raton, FL --OS/2 Consultant/Windows & DOS Systems 1/95 – 3/95

Provide PC support via telephone for users experiencing difficulties with IBM OS/2 operating systems

Fairchild Communications Miami, FL -- Service Manager 9/94 – 1/95

Maintain and support multiple NorTel M-1 PBX systems.

Train end users and provide customer service.

Vista-United Telecommunications, Lake Buena Vista, FL --Customer Service Representative 11/90 – 9/94

Customer support, programming of NorTel SL-1 and DMS-100

Support of technical staff, Providing Maintenance of customer records and billing for Epcot and Disney MGM studios. I was responsible for the daily activity of the Studios including special events such as production companies shooting on property (with a 24 hour turn around from initial call). I also designed a new billing method for special events that reduced the billing cycle from 3 months to 30 days.

Michigan Bell Communications, Southfield, MI --System Design Engineer/Program Coordinator 8/87 – 2/90

Provisioning of SL-1 PBX’s

Upgrading and implementing new systems

Set up and ran all traffic studies

Maintenance of in-house PBX and voice mail system.

Ohio Bell Communications -- Training Services Telecommunications Consultant 1/85 – 8/87

Meeting with management and gathering all necessary data for the installation of phone and data needs.

Upkeep of automated records.

Education and Skills:

Major: Electronic Engineering

National Institute of Technology, MI

Graduated with technical diploma march 1983

NorTel training: Automatic Call Distribution, Basic Automatic Routing System, Provisioning, SL-1 Database

Computer systems: DOS, Windows, OS/2, Unix, Linux

(Detailed list of hardware and software is attached)

References available upon request.

Software and Systems List

Operating systems:

Dos

OS/2

Windows

Linux

HP Unix

Solaris Unix

Software:

Microsoft Office Suite

Front Page\Visio

Outlook

Visual Basic

ProComm

Crosstalk

PCAnywhere

Lotus 1-2-3

Cc:Mail

Netscape Navigator

Microsoft Internet Explorer

Telecommunications Systems:

Teknekron Infoswitch ACD

Avaya G3 & s8700

Octel Voice mail

Avaya Centervu

Meridian M-1/SL-1 Option 11 , 21, 61, 71, 81

Meridian Norstar

Meridian Mail

Glenayre Voicemail

Intervoice Voice Response Unit

Mosaix/Digital Automated Dialer system

Sun Sparc server

Intel-based PCs.

Video Conf. Equipment

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