Sr. Telecommunications Engineer Sample Resume Format in Word Free Download -->

Sr. Telecommunications Engineer Sample Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download

Telecommunications Manager/Architect

Anna Coley 
Email: anna.coley@talkingscientist.com
Primary Phone: (479) 209-9876
           
OBJECTIVE:
I am looking for an opportunity with a fast paced innovative company that prides itself in adaptability and collaboration. Over the past 10 years I have amassed a wide range of experience in call center telecommunications. I believe that call center telecom is a completely different skill set from the standard telecom field, based mostly on the fact that call center telecom engineers are required to place equal, if not greater, focus on the business and customer operation side of the technology. To me, call centers offer the greatest challenge of any other business that I have seen and I thrive on challenges.
           
EXPERIENCE:
04/2010 - current         Wells Fargo
Sr. Telecommunications Engineer – Consultant
  • Design and development of Aspect ACDs versions 9.1 through 9.3
  • Provide subject matter expert knowledge on call center technologies, specifically the Aspect suite of technologies to team and business unit
  • Subject matter expert on Aspect ACD backend database providing adhoc queries used for troubleshooting multisite call routing issues.
  • Support integration with Cisco ICM
  • Rebuild multiple sites in support of the Wachovia acquisition.

SKILLS:
  • Aspect SMS up to Rel 9.3
  • Aspect Enterprise Contact Server/eFlow Development
  • Aspect CSS/IVR
  • Aspect Uniphi
  • Nuance NVP
  • Avaya Definity
  • Avaya Mosaix
  • Visual Studio 6 and .NET
  • MS-DOS
  • Windows (All Versions)
  • Linux/Unix
  • Macintosh/Apple
  • Cabling/Color codes
  • Misc. PBX and Key systems
  • NICE  
  • ATT Interactive Advantage
02/2010 – 04/2010      Capital One                              Plano, TX
Sr. Telecommunications Engineer – Consultant
  • Support/Engineering for multiple Aspect eWFM systems
  • Subject matter expert on call center engineering and  troubleshooting for team
  • Troubleshoot and support ICM databases and data extraction  processes
  • Develop support documentation for current and future environment

04/2009 - 10-2009      McKesson                               Scottsdale, AZ
Sr. Telecommunications Engineer – Consultant
  • Support, design and development of Aspect ACDs versions 9.2 and 9.3
  • Plan, gather requirements and support the upcoming Enterprise Contact Server 6.2 implementation which includes skills based routing.
  • Provide subject matter expert knowledge on call center technologies, specifically the Aspect suite of technologies to team and business unit
  • Develop support documentation for current and future environment
  • Support integration with Genesys and Witness platforms


05/2007-3/2009                       Verizon Wireless                      Warren, NJ
Telecom Engineer – Verizon Wireless
  • Maintain system integrity of CTI systems, running Aspect Contact Server 5.2, to support enterprise wide screen pop application.
  • Design and implement cost effective redundancy/high availability architecture while moving the CTI infrastructure to a more “enterprise” design. Utilizing a blend of lower cost Blade hardware, standard hardware and Virtualization depending on each sites requirements
  • Responsible for new site implementation including Contact Server 5.2 installation, eflow development, custom API configuration, reporting infrastructure as well as working with multiple departments/vendors to ensure all connecting applications/ACDs are configured properly.
  • Provide day to day operational support including tickets and patch review
  • Test/deploy Contact Server 6.2/3(.3 includes Rockwell support) into development environment and propose a strategy for deployment into production.
  • Developed strategy to deploy new Aspect Contact Server 6.3 across the enterprise (40+ sites)
  • Integrate Contact Server with multiple systems using built in adapters for Spectrum, Aspect and Cisco ICM as well as custom built web services for integration with Nortel Periphonics IVR.
  • Developed custom tools using Visual Basic and C# to automate system maintenance
  • Provided backup for development team using C++ when one of the developers had to take maternity leave. During this time I developed a new call type for CTI at Verizon Wireless, Outbound calling with screen pop
01/2006-05/2007                     Comsys                                    Charlotte, NC
Sr. Telecommunications Engineer – Consultant – Bank of America
  • Engineer implementation strategies for site decommissions, upgrades and new site installations utilizing technologies such as Avaya, Nortel and Aspect ACD systems.
  • Provide SME (Subject Matter Expert) support for all engineering projects involving Aspect ACD or related Aspect Software products, i.e. Datamart, Contact Server, eWFM, CSS IVR
  • Design and develop high level documentation for contact center sites.
  • Perform cost-sizing and trunk capacity analysis for contact center sites to insure proper utilization of technology.
  • Working with accounting groups to validate current client port billing strategy.  

06/2005-01/2006         Sapphire Technologies  Los Angeles, CA
Sr. Telecommunications Consultant – Countrywide Home Loans
  • Maintain day-to-day operations of Aspect Customer Self Service (CSS) IVR, Nuance Voice Platform (Speech Recognition) IVR, Aspect Contact Server (CTI) and connectivity of computer systems to CountryWide telephony infrastructure.
  • Strategic and design involvement in project life cycle of new IVR or CTI project as well as changes to existing infrastructure.
  • Develop processes geared towards 100% uptime of all telephony systems
  • Provide 24/7 on call support.
  • Develop statement of work (SOW) for new projects
  • Create and maintain proper documentation of telecommunications systems.
  • Design and program touch tone IVR applications on Aspect CSS IVR
  • Design eFlows and business rules within Aspect Contact Server
  • Work with vendors to insure proper resources are assigned to projects
  • Develop and implement disaster recovery and redundancy features for all systems
  • Develop relationships with vendors to assist in support relationship
06/2004-05/2005         Auctiondrop Inc.          San Carlos, CA
Telecommunications Manager
  • Oversee day to day operations of the telecom department
  • Analyze the current infrastructure for cost savings
  • Lowered telecom monthly operating cost by 50% my first month
  • Design and implementation of call control tables in the Aspect ACD to effectively use personnel and infrastructure resources.
  • Document internal telecommunications process and procedures
  • Develop and document telecom and IT change management process
  • Create simulated IVR using the Aspect ACD and Contact Server to read back basic customer information
  • Designed screen pop functionality into Auctiondrop “home grown” tracking/CRM solution
  • Maintain “adhoc” and scheduled reports for the call center
  • Design telecom infrastructure for new processing hub center in Fremont
  • Perform moves, adds and changes on ESI PBX
  • Successfully integrated Aspect ACD and ESI PBX which is not supported by ESI and we had been told that it was not possible.


09/2001 – 05/2004      California State Automobile Association            San Francisco, CA
Senior Telecommunications Engineer
  • Manage the day-to-day operations of the Aspect Call Center ACD, Aspect Contact Server (CTI), Aspect Customer Self Service (IVR), Avaya Mosaix Predictive Dialer, NICE Recording Systems, Avaya Prologic PBX, voicemail systems, and support of systems in remote offices.
  • Maintain relationships with outside vendors to facilitate negotiation process.
  • Analyze the needs of the user and recommends solutions to the hardware and/or software systems. Prepare detailed specifications for implementation of new internal programs or modifications to vendor software.
  • Coordinates installation of hardware.
  • Analyze the complex telecommunications needs of the company and design solutions.
  • Develop, tests, implements and supports voice network technologies. Ensure the development of documentation including appropriate policies & procedures for each assigned project.
  • Maintain knowledge of existing network and applications including new products and technologies.
  • Design implements CTI Applications utilizing Visual Studio.
  • Manage and provides technical assistance to System Administrator, Telecom Analyst and Engineers
9/1998 - 8/2001           Stream, International                 Memphis, TN
Telecommunications Coordinator – 7/2000                              
  • Coordinate and/or perform telephone/ACD and voice mail moves, adds and changes.
  • Diagnose, troubleshoot and resolve hardware/software problems including the coordination of repair with appropriate vendor.
  • Maintain service records and provide manager with monthly service report.
  • Program and maintain Telecommunications software for ACD, PBX and voicemail.
  • Responsible for implementing and determining expansion requirements and order all necessary supplies/parts to meet call center tool requirements at all sites.
  • Monitor and analyze voice mail operations to ensure peak performance.
  • Provide ACD/telephone/voice mail training to new employees.
  • Inform all employees of new phone/voice mail features and provide training.
  • Provide all programming and support related to Memphis Aspect ACD.
  • Work closely with software publishers and internal Stream department managers to program, test and implement Aspect applications.
  • Perform in depth troubleshooting on Aspect system.
  • Liaison to Stream field support centers on Aspect systems.
  • Coordinate with Telecom staff for Aspect announcements.
  • Troubleshoot and coordinate all voice and data circuits with both local phone companies (LEC), vendors and customers.
  • Development of policies and procedures, network optimization plans and new equipment installations as needed.

EDUCATION:          
1/2001 Aspect Education Services        US-CA-San Jose
Certifications
  • 0757: Managing the Aspect Call center - Advanced
  • 0185: Aspect Contact Server Overview
  • 0186: Aspect Contact Server Installation and Maintenance
  • 0384: Aspect Contact Server - eFlow Application Development
  • 0385: Aspect Contact Server Custom Control Application Development
  • 0835: Aspect Customer Self-Service 4.5.2 System Administration
  • 3717: Aspect Call Center Report Fundamentals
  • 0574: Aspect Call Center Report Design
                                   
5/1998 Ozark City Schools      US-Arkansas-Ozark



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