Gretchen Macdonald Email & Phone Number

Reno, Nv, Us

Reno, Nevada, United States

Greater Reno/Carson City Area

Mountain View, Ca

I ascended through the highly competitive technical ranks with multiple promotions for exemplary performance contributions by consistently earning recognition for managing multiple, competing priorities with unwavering professionalism. In addition to establishing and executing the global voice architecture and strategies, I supported the flagship security product delivery including the build and project migration by ensuring on-time completion within budget constraints.─ Assembled new team of 18 highly skilled global personnel to support voice engineering and operations.─ Orchestrated voice network transition to Cisco HCS platform to support 52 Veritas locations with 13K endpoints and a Cisco Call Center integration in post-divestiture environment.─ Employed key cost savings initiatives to decrease year-over-year (YoY) circuit expenses $120K annually for all voice and call center carriers. ─ Deployed SIP services across 60% of all locations to simplify the voice team support environment and decrease outages 70%. ─ Successfully created consistent user experience (UX) by standardizing global site operations.─ Migrated 30 locations to Cisco VoIP with Unified Contact Center Enterprise (UCCE) integration services.

Mountain View, Ca

I directed the daily activities of all third-party networking and video conferencing service providers for the telecom function to ensure voice stability and full compliance with service level agreements (SLAs). In addition to conducting in-depth audits, I proactively closed and enhanced service delivery gaps. I also demonstrated senior-level technical leadership as the in-house subject matter expert (SME) including configuration and optimization of Aspect, Cisco, and Nortel VoIP telephone systems.─ Successfully established standard telecom service practice management policies and procedures by defining supplier provider relationship from remedies to responsibilities. ─ Fostered culture of collaboration with Technical Support Business Unit by facilitating SLA professional development training.─ Oversaw portfolio of acquisition and divestiture projects; held accountability for establishing new company and implementation of HCS platform for new voice and contact center Cisco VoIP solution

Cupertino Ca

In this role I supervised the high performing technical team tasked with supporting maintenance of all enterprise telecommunication equipment and infrastructure including relocations.─ Initiated cost cutting measures including migrating to VoIP to reduce delivery time and maintenance costs for Nortel systems.─ Ensured business continuity by pioneering first company US consolidation of 10 PBX systems supporting 5K+ end users to achieve service reliability, flexibility, and enhanced administration. ─ Orchestrated Nortel phone system installations across 25 (let’s change this number – it seems high to 10) North American offices resulting in unified operations for all acquired companies.ADDITIONAL EXPERIENCE Senior Telecom Analyst ▪ Symantec Corporation, Mountain View, CATechnical Consultant ▪ Call Control Technology, Santa Cruz, CATelecommunications Specialist ▪ Borland International, Scotts Valley, CAProject/Systems Support Supervisor ▪ Aston-Tate, San Jose, CA