Jose Reyes Email & Phone Number

United States

Austin, Texas, United States

Ambiente Solstice - Producer/Composer specializing in ambient electronic music

United States

Verizon

Verizon Integrated Solutions Desk and CCSTAC, Austin, TX 2016 - 2019 Lead Engr (Cslt)-Lifecycle A&E Served as a member of Verizon's ISD and CCSTAC teams providing 3rd level UCCE support for TNT Express and State Street Bank’s environment. Performed Cisco Incident Requests and MACD activities for Kaiser Permanente’s environment. Assist with Verizon NOC with Cisco level 3 efforts. Experience in the following:ITIL service management skills IT Operations management /Incident Management Technical and Customer SupportLeadershipTeam BuildingResults DrivenGlobal Incident ManagementHigh Severity Triage Experience Configuring and maintaining, voice, and data networksSelf-motivated to complete task5+ years’ experience with Cisco UCCE environments

At Verizon I am part of a Run-The-Engine team managing Capital One's ICM infrastructure with a high volume (300,000 calls per day and nearly 10,000 agents).Performed ICM v7.5.10 upgrade to ICM v10.5.x (hardware and software)Performed ICM v8.5.3 upgrade to ICM v8.5.4 (software)Prepping for ICM v8.5.4 upgrade to ICM v9.0.4 (software)Perform Level 1 and 2 Cisco ICM activities for Cisco ICM product version 8.5.4Perform Move, Add, Changes for CUIS and CUIC End usersAssist Verizon NOC with Cisco level 3 effortsConduct daily Cisco ICM preventive maintenance activities in Virtual ACD environmentsPerform quarterly Microsoft Security and Symantec Virus definition updates for Capital One’s active directory ICM domains.

Conducted site discovery user surveys for BBVA Compass Banks in Central/South Texas. The Cisco IP Telephone Rollout project included: Racked and stacked Cisco 3750 Switches and Cisco VG 224's. Removed retired non-POE networking equipment. Upgraded existing 2800/3800 Cisco Routers by adding PVMD2s, EVM-HD, and EM-HDA-6FXO hardware. Deployed Cisco 7911G, 7941G, and 7962G IP Phones. Removed legacy phones and legacy phone switches. Performed Day One support by troubleshooting telephony issues and training BBVA Compass Bank phone users.

SMART SOURCE INC, Austin, TX Performed an OS and Software upgrade at various client locations. provided post upgrade support. LLOYD IT CONSULTING, Englewood, CO Created new Outbound Dialer Campaigns for Teletech Holdings. Performed quality assurance activities on existing dialer campaigns ANU RESOURCES, Austin, TX Provided technical support as a member of a conversion team in the Chase/WAMU bank merger project

Consultant Level One on the National UC team delivering multi-million-dollar Cisco UCCE projects for Fortune 500 firm. Unified Contact Center Services team consisted of 2 Cisco Senior Architects, 2 Architects, 2 Consultant Level Two's, and 1 Director. Improved caller experience by performing remote Call Flow Update of 100 Cisco ICM scripts. Enhanced Voice environment by assisting in Cisco UCCE 7.5 Call Center upgrades. Assisted on a Cisco CRM and customer SAP database proof-of concept project. Worked on a Day One Cisco ICM call routing update during user acceptance testing. Assisted on a 800+ Cisco IP Phone rollout project by removing legacy phones and performing Day One support by troubleshooting telephony issues and training at a community college campus. On a team of 6 contractors upgrading routers/switches/battery backups for Leander ISD WAN/LAN Project. Acted as Single Point of Contact to Leander ISD Network Staff for duration of project. Received Certificate of Appreciation for contributions to the objectives and execution of the Leander ISD WAN/LAN Project. Environments: Cisco UCCE 7.x and Cisco UICM v7.x (Installation, Implementation, and Configuration), Cisco Call Manager 6.x (Installation, Configuration, and MACD's)

Part of the Call Center Services team supporting call centers for Americas Line of Business; including 50 call centers (1000 agents minimum). Maintained 100% availability of Cisco ICM routing scripts on ICM 6.0/Avaya ACD platform. Primary technical role in the configuration and troubleshooting of Cisco ICM routing scripts. Built administrative functionality within the ICM scripts such as hours of operation, holiday call handling, business continuity/emergency routing, etc. Ensured Cisco ICM was sending correct real time data to Dell Allocator Client 2.4.0 so CCO Helpdesk could monitor call center status. Helped maintain 100% SLA rate by timely acceptance and resolution of Problem Work Orders. Environment: Cisco ICM 6.0 with Avaya ACD release 4 (ICM Configuration and Scripting)

Key member of Voice/Network team providing infrastructure support for call centers answering average of 25K calls daily for TIER's, CHIP, and Medicaid programs. Maintained constant communication with State of Texas Officials. Managed complex Voice Infrastructure of five State of Texas call centers in a Cisco IPCC v5.0 hosted environment for Texas Access Alliance Project. Enhanced Voice environment by helping prepare Cisco IPCC 7.0 upgrade. Ensured 100% successful Call Campaigns to CHIP customers by supporting and configuring Cisco Blended Agent (predictive campaign dialer). Maintained 100% SLA rate by providing end-user support of Cisco CTIOS Softphone 5.1.0 by resolving moves, adds, change, and Remedy support tickets. Ensured 100% uptime of the call recording system by serving as backup to Blue Pumpkin (Call Recording) Administrator. Environment: Cisco IPCC v5.x - v7.x hosted and Cisco ICM v5.x (Installation, Implementation, Configuration, and Troubleshooting)

Call Center Managed Services Single Point of Contact (SPOC) for 43+ worldwide customers. Executed first and second-level incident management activities and communicated with internal teams to monitor progress of service requests during life cycle. Maintained 100% satisfactory caller experience by providing first level Cisco IPCC/ICM support in a hosted environment for 211 Texas. Resolved Siebel service requests using Cisco Call Manager 3.35 and Unity 4.05. Environments: Cisco IPCC v4.x hosted and Cisco ICM v4.x (Troubleshooting) Cisco Call Manager 3.35 (Configuration and MAC's) Unity 4.05 (Configuration and MAC's)

United Teacher Associates Insurance Company, Austin, Texas 2002 to 2005 Systems Administrator and Senior Desktop Support• Main duties were Server and Pc Technical support for 300 end users. IBM, El Paso and Austin, Texas 2000 to 2002Second Level Technical Customer Support Professional •Main duties were PC technical support for 3000 employees at Solectron Austin and 1000 employees at Johnson & Johnson El Paso/Juarez, Mexico twin plants Ferraz Shawmut Inc., El Paso, TX /Juarez, Mexico 1998 to 2000Systems Support•Main duties were PC/Telecommunications support for 100 end users at El Paso and Juarez, Mexico twin plants.Desert Communications Inc., El Paso, Texas 1997 to 1998 Computer Technician III and Configuration Technician •Main duties were conducting PC configurations for El Paso ISD and PC support for Wellsfargo El Paso.