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Qualifications Summary:

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.