Joy Thomas Email & Phone Number

Missouri City, Tx, Us

Missouri City, Tx, Us

*Responsible for insuring the day to day operation, reliability and integrity of the enterprise voice communication network for the Avaya and Cisco platforms*Provides support for both the VOIP phones and virtual phone applications running over the Voice over IP networks for approximately 3000 stations.*Recommends and implements communications systems policies and standards to ensure adherence to approved security and disaster recovery procedures*Work with outside vendor services to ensure that support contracts are adhered to and services are provided in an efficient and timely manner*Provide advanced diagnostics, proactively monitor and document all county communications networks and SIP configurations using advanced Avaya switches and servers, network operating systems and networking protocols*Research and recommend technology in support of long-range network capacity planning*Participates in activities and duties related to emergency management during local and state disasters *Project manage voice implementation projects and migrations for all county sites*On call 24 hours per day, 7 days per week to respond to voice and network related problems and outages

Dublin, Ireland, Ie

*Provide leadership role in the administration, implementation and project management of telecommunications services for the corporation headquarters and remote sites*Troubleshoot and resolve all TDM and VOIP voice instrument issues *Monitor and test all video conference systems thorough the corporation headquarters and remote sites domestic and international*Administer (MACD) add, move and change service request from end users *Design and project manage telecommunication projects with goals that will improve or expand the current infrastructure and lead to better customer service *Work with IS management to discover the long range telecommunications business plan and how it relates to the IS corporate budget *Perform routine backups, patches and reboots to the telephone system as scheduled *Maintain trouble ticketing system that tracks all telephony issues that may occur *Write scripts, build call flow designs and record all company approved announcements in the IVR system *Work with local carriers to order and receive telephones lines, circuits, DID, PRI’s and to address wiring issues, system maintenance checks and necessary repairs *SME in providing support and administering ACD applications, CMS, NICE and Verint Call Recording and Veramart Call Accounting Systems. Provide consultation to the customer service departments on how utilize these databases within the call center environment*Review and analyze monthly telecommunication invoices for payment *Authorized Administrator for all corporate wireless devices and services (ATT, Verizon, Sprint)*Provide end user training to corporation employees on telephone sets, videoconferencing and various IP programs that the telecommunications department supports *Responsible for on call duties on a rotating basis

St Louis, Mo, Us

*Serve as primary customer contact while assisting in projects ranging from major roll outs to maintenance issues *Coordinate all moves, adds, changes, repairs, maintenance, installations and upgrades of all telephone service order request received *Develop positive relationships with vendors, suppliers and customers through strong customer service and identifying the customer needs and negotiating pricing *Program and maintain the main telephone switch including software and hardware updates*Audit and administer telecom billing for parts and labor via account payable and account receivable applications *Train new and existing sales personnel on the operations process

Us

*Managed a staff of 17 (domestic and international) call center representatives on the objectives and goals of the Customer Care Sales Group *Interview, hire, train, coach, and monitor staff on a daily basis *Train outbound sales representatives on the fundamentals of selling telecommunication local and long distance products, sales processes and Quality Assurance techniques of customer service *Work directly with “C” level Management Team in planning, developing and implementing strategic plans to accrue incremental revenue *Develop and submit month end reports for individual commission sales payout*Lead the development of policies and procedures to ensure efficient and productive workflow*Work directly with Marketing to understand competitor offers for winning back customers and develop customer incentive plans to retain that customer base *Primary overseer of projects, budgetary monitoring, financial analysis and reporting and organizational changes directly related to the Customer Care Department *Work directly with the Avaya technicians to implement changes to the call centers systems *Assist voice and data technicians with implementation of VOIP systems and trialing of VOIP phone sets *Act as backup software programmer for G3R phone switch and Avaya Intuity Audix voice mail systems on add, move and changes when needed

St. Louis, Missouri, Us

*Direct responsibility for voice systems administration, client interface, telephony policy development, programming station moves/add/changes (MAC) internally and remotely *Extensive project management skills specific to Call Center systems *Responsible for analyzing determining and recommending solutions for Customer Service and Clinical Departments voice business needs through consultations with departmental and “C” level management various departmental Managers within the hospital *Assist in the development and implementation of the campus Disaster Recovery Plan *Coordinate the approval, ordering, installation and support of PBX and voice mail system upgrades and station equipment *Extensive experience reading and comprehending blue prints, floor plans and wiring diagrams used to describe the nature and location of the installation *Initiate and develop client and vendor business relationships to ensure accuracy and on time delivery of installation *Project managed a major phone conversion project for St. Louis Children’s Hospital from Rolm platform to Avaya platform (approx. 2000 phone set conversion) *Responsible for taking on call duties on a weekly basis as well as serve as 1st level contact for priority calls into the help desk for voice related issues after normal business hours

Education record

Education record

Education record

Education record