Network And Telephony Administrator
CurrentThe 7 member team I am on is responsible for the following technologies. Anything with a * next to it I am or have been a SME for. Everything else I am either indirectly responsible for or have a above average knowledge of:-Manage two Data Centers - environmental, power and route/switch*-Manage statewide corporate network*-Manage statewide corporate telephony-Manage Operational networks responsible for power generation and transmission-Manage Operational telephony platform*-Manage Contact Center telephony infrastructure* -This also include dozens of applications used directly or indirectly by the Contact Center*-Manage corporate firewalls-Manage cellular modems for VPN backhaul to corporate networkFrom 2010 to 2015 my main focus had been the Contact Center infrastructure employing Avaya Communications Manager and an assortment of Avaya and third party applications used in the daily business. Applications include but is not limited to: Avaya IQ (reporting)Verint WFMVerint QMAvaya Voice PortalNuance Notification HubNuance Application Reporting.In January 2015 we began a project to migrate off of Avaya Contact Center platform to Cisco Unified Contact Center Enterprise 10.5.x. The project took a full year and I was involved in every aspect of the project to include:Financial feasibilityBusiness justificationBusiness requirements gatheringTechnical requirements gatheringWork directly with VAR to gather information needed to install, configure, test and support the new platformHave been supporting the UCCE environment and the 3rd part apps since go-live in December 2015. Applications include:Cisco Unified Intelligence CenterCalabrio AQMCalabrio WFMCisco FinesseUpstreamWorks for FinesseNuance Notification HubNuance Application ReportingI am an advocate of documenting everything. As the technology becomes more complex and staffing to support said technologies decreases having good documentation helps keep thing running.
