Christopher Thomas Email & Phone Number

United States

• Lead Engineer on on-premise contact center new deployment and upgrade projects for new and existing clients. Responsible for design and implementation of the full CCE product and all components, as well as ICM scripting and VXML application development. Also developed custom reporting in CUIC using SQL and Stored Procedures in both MS SQL Server for ICM, and Informix for CVP.• Lead Engineer on DialogFlow projects for both web chat, and Natural Language IVR integrated with CCE. Implement custom fulfillment in NodeJS with Google Cloud Functions, including integrations to Firebase real-time DB’s and Google Sheets for content management.• Lead Engineer on Amazon Connect projects including custom development of Lambda functions in both NodeJS and Python, including interfacing with external CRMs of Salesforce and ServiceNow. Developed custom CCP to display additional data to agents, a Secure Credit Card capture IVR including displaying the encrypted CC# to the custom CCP for consumption by clients RPA. • Developed a full stack application for managing holiday and ad-hoc closures for call centers in JavaScript/ReactJS, with backend of API Gateway/Lambda and DynamoDB database. Also, working with CloudFormation templates to automate deployment.

Remote

Bloomington/Normal, Illinois Area

- Team member on the UC Migration and Stabilization team working on one of the largest Cisco Unified Communications deployments in the world, consisting of 250,000+ endpoints across 40+ CUCM clusters, and 20,000+ contact center agents across 5+ ICM instances.- Provision/Migrate new or existing endpoints and agents according to standards and processes.- Provide third level support to business on recent cutovers until transition to day two support and on. - Work as a trusted advisor on UC solution to internal teams.

Belleville, Il

• Continued management of the Cisco VoIP and UCCE systems. Performed adds/moves/changes, general system maintenance, and served as the escalation point for any issues with the IPT and contact center system. • Implemented advanced IVR systems with Cisco ICM microapp and CVP VXML scripting.• Engineering team member supporting enterprise network of 100+ virtual machines in both VMWare ESXi 5.x and Windows Hyper-V, many physical servers on HP ProLiant severs. Support of network of Cisco Catalyst switches and Nexus 2K and 5K switches, and Cisco Routers. Also, support of Dell Compellent SAN.• Oversaw and worked with Cisco Partner on upgrade of IPT and UCCE systems to versions 9.x, as well as migration from Cisco MCS servers to Cisco UCS servers.

Belleville, Il

• Grew into a position of managing the UC environment composed of 800+ phone users, 40+ presence users, multiple call centers in a UCCE environment of 400+ agents using a custom agent desktop application based off of the CTIOS toolkit developed in house. Worked directly with TAC in troubleshooting issues, as well as designed multiple call flows in ICM.• Managed team of 5 Help Desk members. Mentor newer members, as well as continue my duties supporting the users and systems through general help desk troubleshooting in my previous position.• Interact directly with Cisco Account Manager, SE’s, and Certified Partners discussing initiatives in the company and planning for future implementations and upgrades.

• Troubleshoot issues in an enterprise environment composed of 30+ terminal servers, and 800+ users. Documented issues in a Help Desk Ticketing software.• Implement secure builds on desktop, laptop, and server computers; along with creating and supporting images associated. • User adds/moves/changes in the Cisco UC and UCCE environment.• Create and revise key processes to outline resolutions to specific issues.

Assist Doctor's in treatment and examination of patients.

Bachelors In Science, Computer Science, Minor In Mathematics

Southern Illinois University employs a Senior Project class for all Computer Science majors. It is a two semester class in which we are.

High School Diploma