Manager Project
Resume:
PATRICK J. COLEMAN *** Princeton Road
Lanoka Harbor, NJ 08734
**********@*****.***
SUMMARY: Consulting Systems Engineer, responsibilities include customer presentations on Cisco Systems ICM/UCCE and UCCX products. Designing and configuring Cisco ICM/UCCE, UCCX, IPIVR, CVP, CCM and Unity solutions. Excellent communication and organizational skills, able to work independently.
SOFTWARE:
Networking Experience:
TCP/IP, Win2K Server, LAN and WAN connections.
Programming Experience:
UNIX, AIX, Cisco UCCE, Cisco Unified Communications Manager, Cisco IPIVR, Cisco CVP, UCCX, Unity Connection
PC Experience:
Windows Server 2008, Windows XP, Windows 7; Norton Desktop; MS Word; MS Excel; Lotus 1-2-3; MS PowerPoint, MS Exchange, Visio Technical, VMWare and MS Project.
DataBases: MS SQL, Oracle, Informix, Access
Web Browsers: Netscape; MS Internet Explorer; Mozilla Firefox, Safari
Telecommunication Experience:
Aspect ACD, Lucent G3i, Northern PBX/ACD, MegaCom 800, SDN, ISDN, T-1, T-3,Cabling, cross-connects
EMPLOYMENT
HISTORY:
SPANLINK COMMUNICATIONS, INC. October 2011 - Present
Minneapolis, MN
Consulting Systems Engineer
* Design and Configure Cisco UCCE, Cisco Unified Communications Manager, Cisco IPIVR, Cisco CVP, UCCX.
* Help with customer integration between the Cisco UCCE and existing customer network.
* Present Cisco UCCE products and solutions to customers.
* Create Customer designs for their Cisco UCCE and network solutions.
* Customer Support of installed solutions.
.
CISCO SYSTEMS, INC. August 2006 – September 2011
Edison, NJ
Application Consultant
* Install Cisco IPCC, Cisco Unified Communications Manager, Cisco IPIVR, Cisco CVP, UCCE.
* Manage customer integration between the Intelligent Call Manager and existing customer network
* Provide training for Administrators and Agents.
* Provide 24 x 7 Customer Support for existing solutions.
CT CORPORATION. January 2006 - August 2006
New York, NY
Solutions Architect
* Maintain Cisco IPCC, Cisco Unified Communications Manager, Cisco IPIVR.
* Manage companies Upgrades.
* Provide training for Administrators and Agents.
* Provide Reporting Guidance for CallCenters.
* Responsible for all of CT’s IPCC CallCenters.
* Support Contact Center 24x7.
DIMENSION DATA January 2003 – January 2006
Edison, NJ
Application Consultant/Architect
* Help to Manage Application Consulting Team for the North East Region.
* Install Cisco IPCC, Cisco Unified Communications Manager, Cisco IPIVR, Cisco CVP.
* Supervise the implementation of Cisco Intelligent Call Manager/ICM and IPCC.
* Manage customer integration between the Intelligent Call Manager and existing customer network
* Responsible for Customer, Vendor Relationships and Account Management.
* Provide training for Administrators and Agents.
* Support existing Customer Solutions via email and phone.
SHOREGROUP INC. January 2001 – January 2003
New York, NY
Application Consultant/Manager
* Manage Application Consulting Team for the Mid-Atlantic Region
* Install Cisco IPCC, Cisco Unified Communications Manager, Cisco IPIVR.
* Supervise the implementation of Cisco Intelligent Call Manager and IPCC.
* Manage customer integration between the Intelligent Call Manager/ICM Web and existing customer network
* Responsible for Customer, Vendor Relationships and Account Management.
* Provide assistance with installation and training.
CISCO SYSTEMS October 1998 – January 2001
New York, NY
Application Consultant/Team Lead
* Manage Application Consulting Team for the Mid-Atlantic Region.
* Install Cisco IPCC, Cisco Unified Communications Manager, Cisco IPIVR.
* Supervise the implementation of Cisco Intelligent Call Manager Product and IPCC.
* Manage customer integration between the Intelligent Call Manager and existing customer network
* Responsible for Customer, Vendor Relationships and Account Management.
* Provide assistance with installation and training.
GTE INTERNETWORKING March 1998 – October 1998
Columbia, MD
Project Manager/Sales Engineer
* Supervise the transition of Clients from McClean Data Center to the Chantilly Data Center.
* Design and Implement project plans for Custom Web Hosting, VPN, IP Telephony, etc.
* Responsible for Customer Account Management, including Cost Benefit Analysis.
* Order/Specify Customer Equipment.
* Give Customer Presentations and respond to RFP’s, SOW’s.
ASPECT TELECOMMUNICATIONS INC. December 1994 – March 1998
Greenbelt, MD
Sales Engineer/Specialist
* Onsite Survey's of customer facilities including PBX and ACD’s.
* Influential in US Postal Contract award of $20 million.
* Responsible for US Postal Account Management.
* Design and Implement integration between ACD/PBX and Customer Network.
* Design and Plan Customer Network Integration .
* Create presentations for new and existing customers, assist with Cost Benefit Analysis, ROI, IRR.
Business Application Consultant
* Coordination of database design and integrity for Customer Systems.
* Conduct Application design workshop for Customers Systems.
* Onsite database entry and testing.
* Onsite System Manager and Supervisor Training.
* Assist in onsite Agent training.
MERCEDES-BENZ OF NORTH AMERICA, INC. August 1986 – August 1994
Bethesda, MD
Regional I.S. Coordinator
* Support and implementation of LAN, WAN, PC's & Lucent PBX system for Washington Region.
* Support multiple networks LAN/WAN in the Maryland area.
* Coordinate the training of field personnel in various software packages.
* Responsible for dealer communications in the Washington Region.
MERCEDES-BENZ OF NORTH AMERICA, INC.
Montvale, NJ
Telecommunications Analyst
Implemented the Automatic Call Distributor to Mercedes-Benz' Customer Assistance Center (CAC). Accomplishments include:
* Designed the call routing system of the 800 toll-free number averaging 85,000 calls monthly.
* Won the 1993 Call Center of the Year Award sponsored by Voice Processing Magazine.
* Trained 80 end-users on the Aspect telephone system as well as operation of Aspect telesets.
* Integrated ACD with PBX providing a seamless transition between the two systems.
* Linked ACD with the RS/6000 to transfer data between the two systems for screen synchronization.
* Implementation of ISDN remote LAN access to RS/6000 for telecommuting.
* Implementation of Speech recognition between Aspect ACD and AT&T SDN network.
Programmer Analyst
Provided programming support for nationwide Parts Systems utilized by 750 end-users.
Accomplishments include:
* Implemented Vertex tax package communicating with existing order entry system.
* Re-programmed parts invoicing to include literature enhancements.
* Maintained bar-coding program to update the half million parts inventory.
* Added bin location programming to re-sort bins by warehouse order.
Executive Chauffeur
Provided chauffeuring service to Executive Management when needed.
Printshop/Mailroom Clerk
Performed a variety of administrative duties for approximately 600-700 employees.
EDUCATION:
University Maryland University College
Executive MS in Technology Management (pending)
College Park, MD May 1997
Stevens Institute of Technology,
Specialized in Telecommunications Hoboken, NJ
Iona
Specialized in Telecommunications, Orangeburg, NY
Dominican College,
BS in MIS, Orangeburg, NY May 1992
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