Johnathan Rhoades Email & Phone Number

Remote

Iowa

• Accomplishments
• Developed and implemented new enterprise-wide Avaya solution that incorporated the use of new technologies focused in operational cost savings, maintenance efficiency, and increased client experience with interactive.
• Managed multiple telecommunication projects to take the current environment with multiple Avaya system (6 enterprise phone systems supporting 12 different call center business units, 30,000+ extension, and 5000+ agents.
• Designed and executed the use of SIP and Avaya remote worker as a workforce standard to decrease the use of PRI technologies and consolidate all enterprise call center traffic to redundant sites.
• Troubleshot and implemented standards for remote workforce and softphone usage on site, VPN and VDI environments.
• Established business continuity protocols for routing of internal and external calls in the event of system failure through collaboration with multiple carriers.Responsibilities

West Des Moines, Iowa

West Des Moines, Iowa

• 100% on-time completion rate for all projects assigned to install new products or changes requested by the business include a consolidation of the call center menus/queues and migration of multiple systems into one.
• Worked with all aspects of the network, LAN, WAN and firewall teams, to determine the changes needed in the network to allow all Avaya traffic to flow smoothly through the multifaceted complex national network.
• Lead, trained and delegated responsibilities for a team of associates to assist in the management and troubleshooting of the telecommunication network.
• Tasked with writing, changing and reviewing standard operating procedures for user Avaya interfaces including one-X software and administrative access from remote sites.

West Des Moines, IA

• Assisting Fiserv clients with installation and troubleshooting of issues with Fiserv products. Selected Contributions:
• Working directly with Fiserv clients to ensure the functionality of Fiserv products in their network environment.
• 100% completion rate for all projects assigned to install new products or changes requested by the clients.
• Tasked with writing, changing and reviewing standard operating procedures for installing of Fiserv products.
• Back up technician for the monitoring of client point-to-point services and alerts for Fiserv servers.

Waukee, IA

Evaluated and monitored the day-to-day operations of the data center including environmental, electrical and internal IT equipment.

Des Moines, Iowa Area

• Responsible for the Troubleshooting of many different type of communication services from the basic phone level to T1s and above. Selected Contributions:
• Advanced to Subject Mater Expert and Tier 1 support by management after 3 years in the company.
• Collaborated with software designers and engineers as a Bata tester for a new test system that was implemented for all technicians to assist in isolating trouble.
• Designed, released and maintained internal web sites to aid technician in troubleshooting services and understanding of testing all different types of services.

Norfolk, VA

Bachelor Of Applied Science (B.A.Sc.), Information Technology/Information System Security, 3.85/4.0

Worked on my degree online while also having a full-time position.

Associate Of Science (A.S.), Electronics Engineering Technology, 3.9/4.0