Al Keel Email & Phone Number

• Managed international cloud-based contact centers, providing permanent and temporary solutions for domestic and international.• Led a team of 10 technical professionals providing solutions for internationally based contact centers, ensuring smooth transitions, training, and support over 5,000 customer support specialists.• Oversaw migration of enterprise level technical solutions, including deploying Microsoft Teams to enable company-wide communication.• Integrated hardware and cloud-based communications solutions using Avaya, AWS Connect, AT&T Five9s, MS Teams and other tools in support of 15 business units world-wide.• Led Mergers and Acquisitions, collecting data to make informed technology solutions within original and TU environments.• Improved customer experience using AI and machine learning to gather meta-data to limit customer transfers in call centers, increasing customer satisfaction by 50% according to collected surveys.• Developed key relationships with customers, vendors, and telecom providers to maintain effective project management. • Architected network, security, and server modifications, collaborating with cross-functional teams to provide consistent connectivity and safe working environments for team members.

Chicago, Il

Abbott Park, Il

• Managed telecommunications systems across 50 domestic and 20 international campuses, providing technical solutions for various business needs.• Architected systems updates across the organization, integrating solutions for firmware, hardware, software, and network interfaces.• Evolved organization’s technical infrastructure by replacing Avaya systems with updated Cisco technology in contact centers.• Led in developing organization's technical staff onboarding new hires, providing training, and creating updated documentation.

Chicago, Illinois

• Led Call Center Verint migration from version 10 to version 15, providing training on new software to ensure roll out to over 50 agents was well-received.• Managed Avaya contact centers supporting 120 agents and supervisors while overseeing implementation of various technologies including: G450, S8800, Verint / WFO, SIP trunking, Avaya SBC, and other telecom endpoints.

Deerfield, Il

• Engineered Avaya VoIP environment across enterprise, deploying Avaya G4xx Series Gateways, VoIP / SIP Phones, and LSP Servers at 24 locations.• Implemented centralized SIP trunking using Avaya Session Manager and Acme SBC to update PRI lines, improving call quality and line restrictions across the organization.• Integrated Avaya and Cisco VoIP environments using Session Manager into common five-digit dialing platform, creating seamless communication across separate organizations.• Improved office-wide communication by implementing and maintaining Lync 2013 Skype for Business with Instant Messaging Presence.• Oversaw audio visual component video conference units to ensure quality standards were met, equipment included Creston Toolbox, Polycom CMA Desktop, Sound Structure Studio, and other Unified Communication technologies.• Analyzed telecommunication environmental, updating processes to drive cost savings of $1 million by eliminating unused PRI / T-1 circuits, toll free numbers, trunks, and POTS lines.• Installed phone systems across multiple sites, training employees and integrating updated technology saving the company roughly $100K per site.

Chicago, Il

Oversaw, administered, and maintained Cisco CallManager and Unity Servers. Assisted with engineering, architectural design, implementation, and installation of Cisco VoIP platform. Maintained desktop support with MACs (moves, adds, and changes) on all voice requests. Managed office relocation projects collaborating with vendors, office managers, and voice carriers. Assisted team members with IPCC call center support. Implemented troubleshooting for phone, voicemail, network, and circuit issues.

Chicago, Il

Installed phone and data lines according to city code to use for phones and computers. Collaborated with CPS telecom management as well as field technicians, contractors, and various outside vendors. Created RFPs and worked with vendors for pricing on safety equipment, electrical components, and voice / data equipment. Managed E-Rate project by wiring, cabling, equipment installation, and coordination with vendors and local carrier. Advised building engineers, principals, and other school officials to review budget and ensure project remained within cost parameters.

Hoffman Estates, Il

• Reviewed all RFPs to ensure specification met telecom standards.• Assisted sales team and carriers to ensure methods and procedures were met.• Managed and coordinated cutover with clients and vendors.• Troubleshoot and resolve client issues. Ensure all appropriate technical parameters are met for customer turn-up, acceptance, and service restoration• Provided team leadership to ensure operational excellence in the launch of new products and services such as VoIP, CTI Middleware, and IP Telephony.

Northbrook, Il

Administered Nortel Norstars and Option 11-61C phone systems. Improved transaction management by increasing capacity and improving transaction execution, transaction routing, distribution, and server system support. Designed and implemented cost effective solid business continuity and disaster recovery systems with failover feature. Managed office relocation projects. Collaborated with facilities manager, cabling contractors, PBX vendors, and carriers to ensure projects completed on time.

Nashville, Tn

Installed, managed, and maintained voice and data equipment to include Cisco routers and switches, Nortel Norstars, and Options 11-61Cs. Managed client project for design, implementation, and operation of convergence of nine-site, 35-node frame relay voice and data network infrastructure, saving client $250,000 annually. Implemented data and voice call metric generation and analysis reporting systems for senior management.

San Diego, Ca

Tow Gunner

Education record

Bachelor'S Degree, Information Technology

Associate’S Degree, Electrical And Electronics Engineering, 3.5