VoIP, IT, Management, Unified Communications

Nathan S. Shutes

Cell: 248-***-****

******.******@*****.***

You can find me on LinkedIn at: http://www.linkedin.com/in/nathanshutes

Objective: To find a work environment that will utilize my ability to save clients money, while continuing to use my technical skills.

School:

• Tabernacle Christian Academy from 1990 to 1994, graduated with honors and was the Salutatorian.

• Mott College from 1994 to 1996, majored in Pre-Med.

• Computer classes: CCNA, CIPT, Unity, Net IQ.

• ITIL: The Service Desk and Incident Management.

• ITIL: Problem and Change Management.

• Six Sigma: Leadership in Lean Six Sigma.

• Six Sigma: Quality Basics - Lean Six Sigma for Practitioners.

Technical Background:

• CallManager Deployments – From 2000 to present.

• CallManager Administration – From 2000 to present.

• Cisco Unity Express (CUE) – From 2003 to present, and we have over 5,000 CUEs deployed.

• Cisco CallManager Express (CME) – From 2003 to present. Designed testing plans for remote Banking centers using CME. We also use CME to forward to voicemail while a site is in SRST.

Employment:

Michigan Tech Group – Volunteer Software Consultant. Michigan Tech Group is a small company that was just started a few years ago, and I have been volunteering my time to help them design and start software development. We work with their developer to take the software through development, manage the marketing, and also create presentations for the sales team. This work is very rewarding, and has given me a lot of experience with project management, being a consultant on software development in the health industry, and also marketing.

EDS – VoIP: 2008 to Present: Promoted in March of 2008 to Global Manager of Cisco VoIP and New Business Consultant: The first part is an Operational Engineering Call Center. We are “follow the sun,” and my job oversees the teams in Brazil, Texas, KL, Spain, and Michigan. We support five clients; and that list is growing. Those clients have over 180,000 phones, and over 220,000 devices. Of these devices, over 600 of them are HP servers running SQL with CallManager and Unity. For the new business portion, I help bring in new clients for EDS, from pricing, partial design, selling them Value ADD, and brining their senior leadership up to speed on VoIP and Unified Communication.

I continue to be involved with the technical aspects of VoIP, and very proud to be one of the best CallManager guys on my team; including taking classes in new products and the latest versions of CallManager.

When we expanded our 2nd and 3rd Level Operational Engineering team to Spain in 2007, I was the only one that traveled to Spain to train the technicians that would be supporting the clients, and troubleshooting server hardware issues. So far, that desk has been a great success, and a big cost savings.

Helped put together presentations that have landed billion dollar contracts. Various accomplishments that my team has completed have ended up in such papers as the USA today. I have given presentations on new products that save companies millions of dollars, and change the way they manage their workforce. My team continues to re-write how managing VoIP is done, and how many people you need to support a client. My greatest accomplishments; productivity is up 400% since taking control of the team, and with productivity gains, and best-teaming (which is what I call sending work to lower paid teams, instead of sending work overseas, or off shoring), we went from a deficit in February, and turned it into a $300,000 profit by the end of the year for my org. We handle change management, and have the highest success rate for our major client of over 99%. We have done this with major process improvement and test plans.

EDS – VoIP: 2004 to Present: Promoted to management in 2004, with a focus on our local call center and new business. I continued to work close with my team on day to day technical issues, while focusing on building a team. This included recruiting qualified applicants, interviews, and making decisions on who was hired. We brought in several large clients, and sold them on working from home for some of their business.

Personally designed a test plan that is used after all changes for all the clients that we support to test basic system, phone and voicemail functionality. I worked with other engineers and management to design a full blown test plan for all deployments that test every aspect of VoIP for new sites. During this time I helped engineer VoIP projects globally and also handled the project management for those deployments. This would include everything from building CallManager servers to placing phones on desk.

Setup Cisco soft phone, or IP Communicator to work with Unity Call Handlers, so a Call Center could move from their large ACD, to a work from home and have their Techs use just their laptops. This saved the client a lot of money on real estate, and also simplified the ACD function.

Helped write and manage processes to IQMS standards. Wrote processes for team integrations for client and company cost savings. I have managed off-shore employees and managers with high levels of success to save money without compromising our passion for customer service.

The largest customer my team is supporting is the biggest deployment of Cisco VoIP phones in the world. We work closely with Senior Vice Presidents from the client in making sure high visibility issues are being handled correctly.

EDS – VoIP: 2000 to Present: Working on the Global VoIP team supporting multiple clients, including Bank of America, Dow Chemical, Verigy, Delphi, Client EDS America, Client EDS Europe and Client EDS China. We support over 180,000 Cisco VoIP phones all over the world. I often travel to different countries and train local staff on VoIP and also implement new hardware, new sites and application upgrades.

EDS – GM Account: 1999 to 2000: Remote Software Distribution team; responsibilities were to install various software suites on machines remotely. This was the first time this had been done on a large scale and I was assigned the largest sites, and international clients for GM.

EDS – Buick Account: 1998 to 1999: Call center agent for Buick and helped users having issues with their computers. Promoted to Team Leader within a month and managed day to day tasks and assigning jobs to my team and the 2nd level IT group in the building.

PDS: January 1996 to July 1998: Safety manager; documenting all accidents that happened in the plant, and also was certified to handle HASMAT spills and had a license to operate a heavy Hi-Lo.

Summary: My various jobs functions have given me vast experiences with management, project management, program management, VoIP engineering, managing various clients, customer service, sales, and creating and giving presentations to new or potential clients. I pride myself in understanding what my team is responsible for and capable of, and also being able to do their very technical jobs myself. I’m very hands on, not in a micro-manage kind of way, but in a fashion that allows me to understand the little things that make the miracles possible.

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