In depth technical level experience in medium to large corporations providing pr
oject management, implementation and administration regarding all aspects of cor porate voice communications and general level expertise with data network device s and topologies. This experience includes: New voice system implementation, Web/videoconferencing, ACD call center systems/ adjuncts, and multi-site voice network design. Operational voice system management and design experience, in addition to experi ence with a wide range of voice communications applications. Assisting with daily IT support desk assignments, which include desktop hardware and software support, tape backup administration, and network monitoring. Administrative experience with Active Directory, Terminal Services/Remote Deskto p, and working, support-level knowledge of server, switch, and router configurat ions. Education: Des Moines Area Community College Ankeny, Iowa. Program: Telephony Graduated May 1988: GPA 3.3 Telecommunication Systems Proficiency: Interactive Intelligence CIC platform Avaya Definity & S8700 series PBX, Avaya Communication Manager 3.1 Avaya Call Management System Microcall Call Accounting application SecureLogix ETM 3200, voice security system Sonic Foundry Mediasite, web conferencing system IEX Totalview Workforce Management System Onvisource Call Recording System CXM Total Recall voice and screen capture recording system Phonetic Systems speech enabled directory platform Red Sky E911 Auto Pilot, automated E911 reporting system SecureLogix ETM 3200, voice security system Polycom IP phones, video and audio conferencing systems Additional Technical Training: Sonic Foundry Mediasite Certification, 4/10 Interactive Intelligence Administration Certification, 1/10 CCNA Boot Camp, 5/07 Certified Videoconference Engineer Training, 11/04 Convergence Technologies Professional Training, 3/03 SecureLogix ETM Certification, 10/02 Internet Telephony and Voice over Packet Networks; 1/01 IP Convergent Networks: Voice, Data, and Video; 1/01 Negotiating Skills; 10/99 Project Management Training; 3/97 FCC General Radiotelephone Operators License; 2/97 Current Employment: HSG/Code Blue, Eau Claire, WI. Telecommunications Analyst, 5/08 to present Responsibilities: Responsible for IP-PBX and ACD that handles inbound calls for 3rd party insuranc e claim call center. Administration for all users, agent groups, routes, trunk groups, call processin g features, and terminals. Provided product evaluations, recommendations, and project management for replac ement of legacy telecommunications platform with SIP based IP telephony system. Provide help desk support for network, server, and desktop IT related issues as needed. Voice system/IT technologies experience: Interactive Intelligence Customer Interaction Center (CIC) version 3.5 Interaction Center Interaction Client (GUI interface for call activity) Interaction Recorder (call recording software) Interaction Attendant (interactive voice response) Interaction Optimizer (workforce management) Interaction Supervisor (call center monitoring) IC System Manger (system management and monitoring) RoboReports 2.2 (report scheduling) Aspect ACD Call Center system Onvisource Call Recording System Sonic Foundry Medisite web presentation system Dell Backup Tape system using Commserve software Microsoft Active Directory administration PC hardware and software installations, upgrades and troubleshooting Sundial timeclock application administration Microsoft Office Suite 2007 administration/troubleshooting. RightFax desktop fax administration Docuware accounting system user administration Microsoft Exchange user administration Cisco VPN, router and switch training LAN/WAN protocol, signaling, and compression standards knowledge AT&T Business Direct (web based invoice/support/reporting tool) Major Accomplishments: Led project to replace legacy Aspect ACD system with Interactive Intelligence SI P based IP telephony platform. The Interactive Intelligence system provides a c ommon system architecture that support standard business class voice communicati on, automatic call distribution for call center activity, workforce management, IVR, call and screen capture recording, real time and historical reporting. Recommended purchase of and provided administration for Sonic Foundry Medisite w eb presentation system to use for work force training, customer training, and ma rketing presentation in real time or on demand. Previous 10 years employment history: CUNA Mutual Group, Madison, WI Technical Services Analyst; 2/08 to 5/08 Responsibilities: As Product manager for Avaya systems platform at CUNA Mutual, my primary focus w as to plan, coordinate, and design the implementation, installation, maintenance , testing, backups, and capacity planning for all Avaya voice platform applicati ons. Through analysis of the Avaya systems, documented plans for ongoing system maintenance, upgrades and expansion to keep pace with business initiatives. Voice system/IT technologies experience: Avaya S8730 series PBX Avaya G650 gateway Avaya Communication Manager 3.1 Avaya Modular Messaging Voice Mail Avaya Call Management System, R14.1 Microsoft Active Directory administration Microsoft Office Suites Major Accomplishments: Implementation of maintenance guidelines and daily procedures to be used by tec hnical staff. IDEXX Computer Systems, Eau Claire WI Telecommunications Analyst; 6/05 to 2/08 Responsibilities: Manage and implement telecommunication activity for divisional location for IDEX X Laboratories. Direct report to Global Telecommunications manager located in Westbrook, Maine. Maintain PBX and voice mail for 250+ employees and support call center. Provide project management and on call support for global telecommunications ope rations. Voice system and IT technologies experience: Avaya Definity G3r,vr & S8700 series PBX Avaya Communication Manager 3.1 Intuity Audix Voice Mail Avaya Call Management System Polycom video and audio conferencing systems CXM Total Recall voice and screen capture system Microcall Call Accounting System IEX Totalview Workforce Management system Microsoft Office Suites software Major accomplishments: Participated in conversion of Definity G3 system to S8720 IP PBX Assisted in process to link site with corporate headquarters in Westbrook, Maine . Programmed unified dial plan for 20+ sites within the IDEXX telecommunication ne twork. Installed call recording system at IDEXX European HQ in Amsterdam, The Netherlan ds. PepsiCo Business Solutions Group, a division of PepsiCo, Inc., Chicago, IL. Voice Systems Specialist 6/98- 6/05 Responsibilities: Manage project initiatives for voice communications throughout all PepsiCo divis ions. Direct report to the PBF CTO for telecommunication consulting and management. Supervise Voice Services team, at PBF Plaza, division headquarters in Chicago. Review costs and billing associated with telecommunications services and mainten ance. Voice systems/IT technologies experience: Avaya Definity G3r,v4 Avaya S8710 and S8720 series PBX Avaya Communication Manager 3.1 Intuity Audix Voice Mail Avaya Call Management System Microcall Call Accounting System Phonetic Systems speech enabled directory platform Red Sky E911 Auto Pilot, automated E911 reporting system SecureLogix ETM 3200, voice security system Polycom video and audio conferencing systems Microsoft Office Suites Major accomplishments: Replacement of voice mail system and UPS system for the Quaker Tower (former div ision headquarters). Developed project plan, researched product, formed team to evaluate products and RFPs, assisted in contract negotiations; managed installa tion, implementation, and training associated with the new voice mail systems. Implementation of PSI Phonetic Operator, a speech recognition software system th at provides corporate-wide access for directory information. Phonetic Operator and an auto attendant redesign reduced calls to live operators by 70%. Planning and implementation of telecommunications relocation to new corporate he adquarters, PBF Plaza, completion in August, 2002. This includes purchase and i nstallation of a new PBX, new site PSTN facilities, and site to site connectivit y during relocation transition phases with Quaker Tower. Planning, testing and implementation of SecureLogix ETM platform to provide voic e security firewall protection for PSTN circuits located at PBF Plaza. Project leader to implement Red Sky Auto Pilot system and establish procedures f or E-911 compliance at 4 Illinois Quaker sites. Project consultant for PBX upgrade to Avaya Communications Manager 2.0 and deplo yment of Survivable Remote Carrier for special business initiative.