Dwayne Ratcliff Email & Phone Number

Dallas/Fort Worth Area

Jcpenney

- Lead voice/network engineering subject matter expert for Nortel/Cisco/Fujitsu telephone systems and store related peripherals- Developed and executed telephone services RFP. The result of the RFP was a reduction in operational expense by $560,000. Also improved overall service level from 24-48hr restoration of service to 4hr response 12hr repair.- Documented voice troubleshooting processes and procedures for service organization- Converted Ameritech, Bell South, Qwest, Pacific Bell, Southwestern Bell, and Verizon to Granite local services providing an annual savings of more than $1,000,000- Responsible for managing VoIP budgets- Developed and implemented a disaster recovery strategy for the voice network that would provide restoration of service within 12 hours from complete phone switch failure- Oversaw order/install/configuration for guest wireless LAN internet initiative- Coordinated test plan for implementation of JCPenney Cisco Unified Communications 8.5 Call Manager and Unity Connection- Customized Cisco implementation tool (UCDT) to enable rapid error-free host configuration for Cisco VoIP store deployment- Managed seventeen Cisco VoIP store implementations which included coordinating multiple vendors/service providers- Developed and delivered run book documentation to store leadership. This key document would serve as a reference should additional/follow-up training be needed. The success of this book resulted in the elimination of a day of onsite training resulting savings 550K.

- Managed a team of three system analysts/voice engineers- Managed client relationships with various JCPenney departments (Retail Operations, Loss Prevention, Construction Services, and Store Environment) ensuring that company initiatives were implemented timely and successfully.- Oversaw long distance network conversions from Sprint to Qwest providing an annual savings of $400,000- Coordinated installation efforts for all store telephone systems- Administered budgets for new telephone system installations as well as store move/add/change activity and billable repair- Consolidated all local and long distance billing to ensure timely payment of invoices- Provided key follow-up documentation to required parties to ensure clear understanding of services installed/provided- Audited local service billing to verify JCPenney was receiving contractual rates and removed all unnecessary services- Developed subordinate troubleshooting skills by mentoring and implementing a problem review session with each analyst- Acted as a liaison between the telephony vendor and internal support staff to assure accurate problem interpretation/escalation and resolution- Maintained communications with internal customers during the problem resolution process

- Addressed network related issues and escalated with appropriate vendors- Ensured all phones were operational during Home Office telephone system installation- Provided documentation to end users and client organization- Re-negotiated Home Office telephone system maintenance contract, reducing expenses by eliminating cable maintenance costs- Conducted regular service reviews with maintenance provider addressing all open projects/issues- Performed and analyzed bids/proposals for local services which provided $400,000 in annual savings- Performed and analyzed bids/proposals for long distance services which provided $100,000 in annual savings