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JADA KING
Jada@aol.com
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309 W. 30th St, Wilmington, DE 19001
Ph (302) 764 9876
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Professional Summary
A
consultant with extensive experience, I started contracting in ’99 with some of
the largest companies in the country focusing on Contact Center Solutions. I have been through the evolution of the
CISCO Contact Center starting with ICR to ICM to AVVID to IPCC to UCCE. Prior to ’99 I worked as a CISCO ICM
administrator, telecom analyst and held various technical support positions. Significant
expertise in aligning business requirements with technology solutions.
Career Highlights
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Extensive knowledge of IP PBX/ACD/IVR/CTI
(CISCO, AVAYA, NORTEL)
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Designed and Deployed large-scale ENTERPRISE
CONTACT CENTER solutions.
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Detailed
understanding of PSTN VOICE/ DATA hierarchy
(ATT, MCI, SPRINT) with emphasis on
infrastructure provisioning (SS7, 800#
, DID, T1 PRI/CAS) Testing/Line Control and Circuit continuity.
·
Technical Project Management met aggressive timelines established for
project deliverables
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Pre Sales RFP review, Bill of Materials review, SOW
preparation, Call Center and Network Assessments
Technical Summary
IP Telephony: VOIP H323/MGCP Network
Design,VOIP Protocol suite (RTP, SCCP, 225, MGCP, H323),Voice CODEC, QOS, MGCP fallback, SRST,Voice Gateways
(Ingress/Egress), Gatekeepers, Dial Peers, VWIC,/EVMHD, DSP, AVAYA 87x CISCO Call Manager 4.x 7x,
CVP 4.x, Unity), UCC Enterprise 7.x,
(IPIVR, CAD/CTIOS) Network: WAN/LAN Network Design, TCP/IP suite
of protocols, SNMP, MPLS, QOS Languages: HTML, SQL Operating Systems: XP/VISTA/ 2003, Active Directory, Mac OS
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Experience
Sr. Contact Center Engineer 2010– Present
As
part of a VOIP project team, provided
subject matter expertise and detailed analysis on the pros and cons of IP Telephony
architecture, (MGCP vs H323 vs SIP). Directed technology discussions around all
phases of Planning, Design, Implementation and Testing. Accountable for the project execution and
operational delivery of project work streams to take advantage of VOIP
architecture. .Utilized CISCO best
practice methodology (SRND) to help ensure integrity of design and to deliver a
supportable solution. Delivered an
architecture based on CISCO High Availability design for H323 networks and
identified key network elements of the solution (INGRESS/VXML GATEWAYS.). Collaborated
with 3rd party vendor to migrate existing TDM environment to a 100% VOIP (H323,
MGCP) infrastructure. Expertise in managing the life cycle of a UC deployment
and it various dependencies. Developed ACTION/ISSUES logs, tracked, escalated
and resolved multiple IP Telephony related issues
·
Provided detailed solution design documentation
on end state deliverables.
·
Installed and Configured Network Elements (Voice
Gateways, Gatekeepers, IP PBX )
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Identified
potential latency issues using projected bandwidth calculations from UCCE
network elements.
·
Trained support team on basic VOIP design and reviewed basic troubleshooting
techniques
As
an UCCE consultant Technical lead
for UCC Enterprise Architecture 7.x, CVP Call Flow Design and Implementation.
Designed scripting call flows
to segment traffic to a self assisted VRU based upon Caller Entered Digits, ANI
or DNIS. Reviewed Call Center metrics to
redefine the ICM’s primary functions to meet the proposed business requirements.
Provided key support of existing VOIP and TDM environments, streamlined the
migration process for the different modules that were being cutover. Provided
detailed analysis on call allocation and call arrival patterns for inbound
traffic resolution. Helped customer to develop a deep understanding of the
complexities in integrating, configuring, and supporting a Unified Contact
Center Enterprise (UCCE) solution
·
Installed and Configured ALL UCCE Components
(Central Controller, PG, Scripts, Config DB, CVP, IP IVR).
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Designed and developed call routing script logic
based on Line of Business and call
arrival analysis
·
Resolved ongoing phone related issues with UCCE
CTIOS/CAD application
·
Introduced streamlined troubleshooting
techniques utilizing several ICM support tools.
Projects
1999 -2010
Dial interactive, FL
UCCE Engineer (AT&T) - Performed audit analysis for Continental Airlines Contact
Center infrastructure.
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APR 2009 – JUL 2009
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CISCO Hauppauge, NY
UCCE Engineer - Provided
audit analysis for Continental Airlines utilizing CISCO UCAT tool.
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NOV 2008-
FEB 2009
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COMCAST Philadelphia, PA
VOIP Network Engineer - Helped to engineer and consolidate ICM call allocations to
outsourcers.
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AUG 2008-
OCT 2008
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NEMOURS Hospital, Wilmington DE
UCCE Engineer - Provided Administration
and training for technology support group.
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MAY 2008 –
JUL 2008
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TOUCHBASE Inc, NYC NY
UCCE Engineer -Helped
to engineer end to end delivery of IP Telephony and UCCE application.
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NOV 2007-APR 2008
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VWR Intl, West Chester PA
UCCE Engineer - collaborated with 3rd party vendor to migrate existing TDM environment to a
100% VOIP
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MAR 2007-OCT 2007
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DOW JONES, Princeton NJ
Technical Project Manager - implemented a call center migration to
carrier hosted environment.
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AUG 2006 –SEP 2006
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JP MORGAN CHASE, Wilmington DE
IPCCE Engineer –totally redesigned ICM
routing and call flows for IBTM to route to VRU on unique TFN.
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MAR 2004-JAN 2006
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TIME
WARNER/AOL, Dulles VA
IPCCE Engineer – developed a
migration plan to send all inbound calls to ALL sites and ALL outsourcers.
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MAY 2003-FEB 2004
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CAPITALONE, Richmond VA
IPCCE Engineer – provided
maintenance and administrative support to migrate calls to outsourcers.
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MAY 2003-
JUL 2003
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AIG, Wilmington DE
IPCCE Engineer - administrative
support. Developed plan to move ICM to a NEW site.
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MAR2002-APR 2003
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VERIZON WIRELESS, Morristown NJ
IPCCE Engineer- introduced
Translation routing out of VRU (Periphonics) for Post call routing.
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MAR 2001-
NOV 2001
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SYNTEL, Inc.,
Troy MI
Senior CRM Solutions Architect – integrated ASECT CRM portal and sales
engineer support.
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MAR 2000 –
OCT 2001
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AT&T NETWORK SOLUTIONS, Oakton VA
Solutions Consultant (CITIGROUP) – Programmed and configured ICM/GEOTEL/ARM for CCG.
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OCT 1999 –
FEB 2000
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Addl. Experience
AMERIX
CORPORATION, Columbia MD
Telecommunications Analyst - Administered and helped to influence purchase ICM/GEOTEL.
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SEP 1998 –
SEP 1999
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AMERICA
ONLINE, Dulles VA
Telecommunications Engineer - Programmed and configured ICM/GEOTEL for Sales and Service
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MAR 1994 –
DEC 1997
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EDUCATION
HAMPTON
UNIVERSITY, Hampton VA 23668 Business Management 1982-84.
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