Jonathan Beardsley Email & Phone Number

Chattanooga, Tennessee, United States

Chattanooga, Tennessee, United States

Chattanooga, Tennessee, United States

- Continued to support Operations as SME on Telecom Infrastructure, including UCCE, CUCM, Finesse, CVP, ICM, Calabrio, NICE IEX WFM, and SIP architecture. - Designed and rolled out SIP architecture for the Global CCA project, utilizing the SIP UUI Header to pass caller intent from cloud IVR to HomeServe, streamlining the customer experience. - Led Telecom integrations of acquired businesses into HomeServe’s Cisco UC environment. - Designed and implemented Warm Transfer project for Contractor Operations to deploy a Phone-In-A-Box solution for their contractors. This design allowed 3rd party contractors to connect and login to Finesse using only a phone with VPN and FIPPA, maintaining secure best practices while allowing proper reporting and call monitoring for the full customer interaction. - Developed and implemented CVP scripts for warm transfer project, enabling our agents to transfer calls internally to our contractors. - Led migration of NICE IEX WFM to SaaS. - Implemented ICM scripts for Contractor Cost Authorization and Warm Transfer projects.

Chattanooga, Tennessee Area

- Telecommunications Engineer for a 24-hour Cisco Unified Communications Contact Center Enterprise environment for a fast-growing home service plan company. - Maintain Day to Day operations, and implement best practices on CUCM, Unity Connection, UCCE, ICM, IP/IVR, CVP, Finesse, Calabrio QM, and NICE IEX Workforce Management. - Assist Network Team with MGCP, H323, and SIP Voice Gateways. - Aligned with Desktop, Network, and Systems Administration teams in the successful deployment of the entire workforce to work from home due to COVID19 restrictions. - Migrated organization’s TDM DS-3’s to encrypted private SIP Trunks, building out CUBEs and migrating recording architecture to SIP. - Performed successful upgrades of Calabrio, IEX, CUCM, UCCE.

Hendersonville, Tn

Troubleshoot, Implement and Upgrade Cisco Voice and Network solutions for mid-market to enterprise customers.Installed and maintained Cisco CME systems.Installed and upgraded Cisco UC Environments.

Chattanooga, Tennessee Area

Responsible for Telecommunication and Networking needs for main site and 8 regional offices. Running the following major components:Cisco CUCM , CUP, CUC on Cisco UCS C Series virtualized with VMWare ESX 5.1Cisco Core infrastructure, Distribution and edge devices. Cisco LWAPP Wireless8 Sites with MPLS and Site to site VPN tunnels in each office.VMWare ESX 5.0 environmentSolarwinds NPM, Netflow, and SAM

Chattanooga, Tennessee Area

Installed and maintained PBX based business telephone systems for small, medium, and large businesses. Specialized in Telrad DKEYBX and IPEX IP Systems.Designed new all inclusive Site Survey documentation and procedures for new installations, Wiring projects, and customer site moves.Wired offices for voice and data connectionsInstalled MDF/IDF cable management

Supported local small businesses in their networking and computing needs on a help desk and network level. Installed Network and Telecommunications cabling from full office wiring, to adds, moves, and changes.