Jacob Cloud Email & Phone Number

Austin, Tx

Austin, Tx

Bothell, Wa

Coordinated business and technical aspects of analysis, design, development, and testing of the AT&T Mobility IVR systemsLed business and technical IVR changes according to SDLC strategies and best practicesResponsible for meeting with all key stakeholders to lead, discuss, and agree with the proposed business and functional requirementsUnderstood and communicated business needs from both a functional and technical perspective and translated them to support analytical solutionsUtilized Nortel tools (PeriPro, MPS Studio, etc), Unix systems, SQL, and various reporting tools to guide and track changesDaily communication with Project Management team to ensure all timelines on target and on budgetCoordinated with test team to establish functional test plans and create test cases to ensure all requirements met prior to production deploymentCreated, tracked, and helped to resolve defects discovered in pre-productionMentored teammates on telephony industry best practices, documentation standards, etc.

Austin, Tx

Managed project to transition Avaya infrastructure from Temple Inland to Guaranty Financial Group as company split into three separate public entitiesLed post-transition duties as Voice Team gained responsibility for hosting voice and video communications for Austin headquarters of all three child companiesTransitioned responsibility for supporting 150+ existing GFG locations from parent company's Voice TeamMaintained and upgraded 2 Avaya core switches in Austin and DallasMonitored and supported remote Avaya switches, including S8300, S8500, S8700, and legacy G3-based systemsTier 3 Telecom Support for 150+ Guaranty locations

Austin, Tx

Led a team of 5 full-time, salaried employees & contractors as well as additional short term contractors for temporary projects and change order requestsIncreased team responsibilities to include not only voice infrastructure hardware, but also full application support of in-house CTI application (Avaya Interaction Center 6.0.2 & CCQ) and IVR application (Avaya IR 1.0)Responsible for documenting all day-to-day aspects of team duties, with over 30 SOP documents created and official timelines for maintenance procedures and system updatesTMHP Vendor Liaison for all major voice-related companies, such as Avaya, AT&T, etc.Attended International Alliance of Avaya Users (INAAU) international conferences 2005-2007 for training and networking opportunities

Austin, Tx

Tier 3 Telecom Support for 1000+ VoIP Stations and supporting infrastructureDesigned, implemented, and administered Avaya Interaction Center, CCQ, CMS, IVR, Intuity Audix, PBXResponsible for detailed documentation of changes to the above systems for maintenance and modification service requestsTrained and developed newest and least experienced team memberInvolvement in all telephony projects, including a major switch upgrade as well as a segmentation project to separate data and voice networksReceived rating of "exceeds expectations" and was promoted to Team Lead in March, 2006

Austin, Tx

Responsible for Tier 1 Active Directory administration including Log-in ID's and passwords, Mailboxes, Distribution Lists, etc.Tier 2 Support for hardware and software used throughout the TMHP project, including telephony systemsImaged systems using Symantec GhostCreated documentation for team SOP's and training materialPreparation for a 1.1.04 go-live date included build-up of 1000+ desktops, phone stations, & support documentationApproached by management for promotion to Contact Center Architect in June, 2004