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Click here or scroll down to respond to this candidateCandidate's Name
Street Address /11/2024Street Address Agate StreetMarion, IA Street Address
Cell: PHONE NUMBER AVAILABLEEMAIL AVAILABLECAREER EXPERIENCE12/27/2023 to Present Idle TimeWalgreens1225 7th Ave.Marion, IA 5230209/27/2021 12/27/2023Mgr: Brad StainbrockCustomer associate / PT CashierAssist customers, maintain stock, store cleanliness, facing stock and contribute to the team effort as needed.University of Iowa Hospitals & Clinics1 month - Spring 2020Contract w/RandstadThe goal for the contract was to draft a manual of procedures to support moves, adds, changes and problem incident response for legacy NEC and Cisco phone systems.Concerns and uncertainties regarding COVID were surging and resulted in suspending the target project and need for my services.Home Depot4501 1st Avenue, NECedar Rapids, IA 52402PH: PHONE NUMBER AVAILABLEMgr: Matt AustinCustomer Associate2017 2019 PTAssisting customers finding, selecting, purchasing and loading merchandise. Particular tasks included filling online orders for pickup and delivery; door greeter.Time Warner Cable7820 Crescent Executive DriveCharlotte, NC(via Insight Global)09/2015 09/2016Senior Telecommunications Engineer / Senior Call Center AnalystRoute calls and improve customer experience. Program Avaya Session Manager, vectors, vector routing, proprietary programs, etc.APAC/EGS11/2014 01/2015Remote work from homeTelecom Analyst (contract) supporting approximately 35 PBXs and Voicemails.Performing MACs, station setups, Agent log-Ins, OneXAgent and voicemail, etc.Troubleshoot issues including VoIP, ARS, calling permissions, connectivity, etc.APAC/EGS 07/2013 03/2014Call Center Analyst (contract w/MODIS)Work with external client and colleagues to establish scope of work, collect data, plan and program a call center solution for a new client.Develop and program an interim solution for the time needed to develop IVR programs and train AgentsWork with client, IT colleagues and business representatives to meet client needs.Develop processes and procedures for the ongoing operation, maintenance, and backup of telecommunication equipment and systems to ensure product and service availability across the companyProficient knowledge of call center technology, carrier transport and provisioning (T1, ISDN, T3) PBX systemsMarsh & McLennan Companies, Iowa City, IA 11/1990 01/2013Telecommunications engineer / Call Center Analyst / Facilities Mgr. / Project Mgmt.Avaya (14 yrs) (Avaya Communications Manager, Intuity Audix VM, Modular Messaging, CMS and legacy systems)Cisco (7 yrs) - Cisco Call Manager and Cisco Unified MessagingMitel (9 yrs) phone systemsRelated Systems - Dictaphone Freedom call logging, Call Accounting System for windows, NICE Perform Express)Install, repair and perform daily M/A/C on TDM & VoIP phone, VM, Call Logging and Call Reporting systems.Remote troubleshoot CPE and carrier issuesWork with LECs; CLECs; and Inter-exchange carriers - Order, monitor, troubleshoot and disconnect DS0, DS1 and DS3 Voice & Data circuits as needed.Work with business colleagues, office heads, network colleagues & external clients to design & program call flows using Avaya vectors, VDNs and announcements (integrated announcement cards and VAL Manager)Access routers and perform router commands in support of voice communications.Specify contracts for installation and installing and troubleshooting low voltage cabling.Draft and distribute RFPs for infrastructure and CPE moves.Maintain inventories of circuits, equipment, vector programs, etc.Prepare business continuity plans and testMarsh & McLennan Companies (cont.)IT / Telecom TrainingAvaya - Definity Basic AdministrationIntuity AudixAutomatic Route SelectionVectoringProject ManagementWindow XP AdministrationLAN Managers certificate course@Kirkwood Community CollegeFacilities ManagementDual roles as Facilities management, Safety & Security duties and Telecom / Call Center analystParticipated in and oversaw offsite warehouses and 3 moves to new locationsPerformed expediter duties moving supplies, making 1st & 2nd tier troubleshooting and repair on copiers, mailroom equipment, shredders, rolling shelves, etcCoordinated with vendors for more complex / time consuming repairs or replacementMonitored & maintained building intrusion, fire and water alarms, responded with police and fire to alarmsMaintained building infrastructure including furniture tear down and set up, sprinkler systems, electrical, plumbing, HVAC, etc.ProjectsoResearched, recommended & arranged replacement of failed data center UPSoOversaw personnel re-locates ~20 programmers to offsite location, 8 CSRs to offsite location, ~22 accounting personnel 1st to one site and then another, ~35 client administrators to offsite location, ~ 8 marketing department personnel to offsite in another city. Arranging for low voltage cabling, carrier circuits for communications.oDe-facto project manager working with contracted project manager, construction managers specifying RFPs, recommending and seeking bids for security systems, low voltage cabling, purchase and installation of backup generator / ATS, moves of computer room UPS, PBX/ACD and moving personnel from 3 locations to one new buildingOther Skills and ExperienceProject management building & personnel moves and re-purposing telecom, network cabling, office furniture, security, access control, Carrier and Vendor ordering to resolve issues, etc.Facilities Management, Electrical / Mechanical, Plumbing, Appliance Repair and Building maintenance (carpentry, painting, furniture repair, plumbing, etc), construction, pre-cast concrete, etcSecurity and safety police officer, correctional officer, office safety & security and retail securityCustomer service skills in various environmentsCommissioned SalesAviation ElectronicsReceive and distribute shipments of officesupplies, equipment, etc.Respond to burglar, fire alarms and coordinatewith city police & fire departmentManager ReferencesStacey Trimberger Time Warner CablePH: PHONE NUMBER AVAILABLESept 2015 Sept 2016Kathy Desterhaft APAC / EGSNiever Luege APAC / EGSPH: PHONE NUMBER AVAILABLEMark Brunini Marsh & MclennanCompanies Work Phone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLE |
