Michael Falrey Resume

Michael Farley

*** ****** ******* #*

Atlanta, Georgia 30308

404-***-**** cell

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

SUMMARY

** **** ***** ********** ** Telecommunications from installation and maintenance to analyzing the needs of the services. ACD design and tracking of performance of CSR’s. Provisioning and installation of circuits and managing new telecom projects and on going projects. Tracking telecom billing errors in excess of $500,000.00 saving the company.

Skills

Nortel Certifications

Meridian 1 ACD A C2 Features Administrations,CS100, Meridian Mail System and Applications, Bars, Meridian ! Options 21E – 81C Maintenance, Meridian 1 Options 11 – 81C Meridian Max Feature Administration, Call Pilot , X11 Database Administration

Work Experience

7/2008 - Current

Telecom Engineer/Analyst

Contractor – CompuCredit

Responsible for daily move add changes to Avaya 8700. Responsible for changing vectors to reflect holiday hours and closing for ACD groups. Responsible for CMS reports for trunk usage. Implement Telecom Technologies ( ACD/PBX, Predictive Dialer, Voicemail, Call Monitoring/Recording, Call Accounting. IVR, CTI, Video/Audio Conferencing, Voice/Data Network circuits, converged Voice/Data IP Connectivity and Cabling Infrastructures). Support upper management with operations, planning and all aspects of Telecommunications Technologies. Assist with project life cycle of projects. Perform planning /analyze on business communications problems and identify solutions utilizing appropriate technology and equipment. Work closely with key departments and project stakeholders across the company to complete new and existing projects. Coordinate with vendors for new installations as well as escalations for hardware and software issues.

12/2007- 6/2008

Telecom Tech-contractor

AT&T Wireless

Responsible for the various activities associated with the development and/or support of infrastructure components according to specifications that meet the needs of the enterprise. The scope includes working directly with client application developers on gathering and refining technical requirements and design. The Systems Analyst is challenged with enhancing their understanding of infrastructure components, expanding the base of platforms they can program to and support and striving to advance to the Senior Systems Analyst position. Activities for this position include infrastructure component research, analysis, design, coding, development of test plans, documentation, testing and creation/coordination of release instructions. Other responsibilities include participation in design and code walk-thrus and continued. Working on Nortel meridian and Avaya 8700.

4/2007 – 12/2007

Independent Contractor

Working with various companies on an as needed basis in a Telecom Analyst and Business Analyst position.

8/2006 - 4/2007

Telecom Engineer

RS Information Systems

Monitored multiple Nortel PBX ‘s , Avaya, Rolm systems and associated peripheral equipment in a NOC environment. Provided technical call center support and perform remote diagnostics. Maintained and updated telephony network documentation. Coordinate repair and installation activities and prepare cost estimates and quotes for future projects/programs with the direction from senior staff. Responsible for network architecture, planning, engineering, design and implementation. Worked flexible hours to ensure that the NOC is well staffed. Track and run reports from OTM for usage and ATB’S to determine if trunkage was at capacity or was bandwidth being utilized efficiently. Track ACD call to the center for call volume. Run Voice mail usage reports to determine who has no logged into the voice mail in over 90 days. Track all tickets for NOC and run reports based upon how many tickets was closed out in the NOC verse the ones that was dispatched out on. Ran reports from IRIS Generator on site alarms. Compiled data into an easy and understandable format for customers. Ran customer requested reports based on customers needs.

9/1999 - 2/2006 Kilpatrick Stockton LLP, Atlanta, Georgia

Senior Telecom Analyst

Maintain an option 81c Nortel Meridian 3500 Ports Meridian Mail & AT&T Audix and Definity 75, MITEL 3300 IP PBX . Train user on how to properly use the Telecom Equipment, as well as hold monthly training sessions on how to use the company’s video conference equipment. Train users on the use of Premier Conference cards and services associated with them. Responsible for Blackberry service billing and training on how to use the devices. Manage VOIP routing for 6 US offices and 2 International offices. Direct responsibility for voice systems administration and training. Telco Vendor interface, client interface, telephone policy development, station moves/adds/changes (MAC), PBX and voicemail system planning, project and MAC activity management, PBX, Voice Mail Systems and Video Conference Units. Review and Pay Bills manage all Telco Facilities for 6 US offices and 2 International. Handle all Vendor relations for Telecommunications issues Purchasing and ordering. Negotiate new and existing contracts for better pricing. Ran reports from Cingular billing CD to determine if billing was accurate and report to upper management any discrepancies. Also ran reports on features and calling plans and verify with existing data from original plan detail. Ran reports on corp operators call wait time and hold time and amount of transfers as well as DN out and DN in calls. Ran monthly cost analysis on Telecom spending trends to see if we were with in budget for the month based on past years data. Ran PBX reports for disabled phones. Ran Voice mail usage reports to determine who has not logged into the voice mail in over 90 days. Analyzed Video conference usage and report to upper management on the equipment performance. Ran reports from Equitrac financial system for bill back to clients to ensure that proper billing codes were input in the proper cycles. Ran monthly Equitrac report on how much money was due to be cost allocated back to IT Telecom dept for phone usage. Ran customer requested reports based on customers needs

10/1999 - 8/1998 GTE, Atlanta, Georgia

Remote Clear Technician

Working at GTE NOC location, handled remote monitoring of PBX alarms and orders. Responsible for clearing and resetting voice mailboxes. Performed remote Mac's and change system with over 100,000 ports.

9/1997 - 8/1998 First Union National Bank, Jacksonville, Florida

Telecom Analyst/Tech

Telecommunications Implementation. Administered daily PBX changes. Software and ACD call Center responsibilities. Coordinated move-add and changes, among 8 offices, there were 7000 ports. Set up phones, pc and laptops for new users and changed out old computers and laptops for existing users. Performed Traffic Analysis studies with MAT software, trouble shot daily problems and resolved all issues revolving and relating to PBX issues. Provided voice mail options and security assistance as well as maintained a weekly usage. Trained new users and perform ongoing training to ensure that users were aware of the functions of the ACD features as well as the Applications associated with the CTI.

2/1994 - 3/1997 Blue Cross Blue Shield of Maryland

Telecom Analyst

Train new users and existing users of the features and functions of corporate phone system and. coordinate training schedules for newly implemented upgrades. Held weekly informational meetings to ensure that all employees are aware of the company’s policy on the use of the company’s phone email and voice mail systems. Updates Informational Display Boards. Performs PBX changes to Northern Telecom SL1 Switch 8000 ports and updates Corporate Directory. Provides detailed usage of 800 and 888 services with the use of AT&T Customer Direct Management Software. Periphonics IVR Telecommunication Analyst. Coordinates move add and changes for company through the use of Telco Management System.

Education

6/1992 Community College of Baltimore, Baltimore, Maryland

Associates Degree in Accounting

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