Kenneth Dunham Email & Phone Number

Tampa, Fl, Us

Greater Tampa Bay Area

Tampa/St. Petersburg, Florida Area

Served as the SME for institutional knowledge for the team to provide additional context regarding roadmaps and business requirements. Continuous lifecycle development and support of Interactive Intelligence/Genesys systems. Transformed legacy environments to modernized capabilities/optimizations by implementing key enhancements through collaborative efforts including Executive Leadership and IT. Lead/managed multiple migrations and implementations to ensure business continuity plans are… Show more Served as the SME for institutional knowledge for the team to provide additional context regarding roadmaps and business requirements. Continuous lifecycle development and support of Interactive Intelligence/Genesys systems. Transformed legacy environments to modernized capabilities/optimizations by implementing key enhancements through collaborative efforts including Executive Leadership and IT. Lead/managed multiple migrations and implementations to ensure business continuity plans are more robust.• Supported full dev/test/prod configurations of multiple environments to better adhere to an SDLC for future enhancements and fixes.• Standardized configurations across environments to further ease administration and troubleshooting.• Supported the development and implementation of a cloud-based SMS solution, while integrating into existing UI to increase contact rates/modalities.• Partnered with App Dev to integrate with multiple custom in-house platforms via handlers and SDKs.• Performed capacity planning for SIP and TDM, while maintaining license allocation for over 2100 employees.• Monitored call flows and queue statistics for over 1400 call center agents.• Interfaced with business partners and providers to ensure business needs were met and optimized.• Migrated voice services to pure SIP solutions via RFPs, saving $300K+ annually• Key contributor in the design and build of multiple upgraded environments and solutions, to include automation, dialing systems, etc… in order to enhance and streamline business processes. Show less

Tampa, Fl

Responsible for migrating telephony and network functionality from pre-existing platforms to new solutions during acquisitions, while ensuring business function continued unimpaired across global business units. Engaged in root cause analysis while working with Incident Management.• Performed Tier 1 – Tier 3 troubleshooting/RCA globally for 1000+ users with the Avaya IP Office/Masergy telephony solutions.• Liaised with 3rd party vendors for additional escalation and design discussions… Show more Responsible for migrating telephony and network functionality from pre-existing platforms to new solutions during acquisitions, while ensuring business function continued unimpaired across global business units. Engaged in root cause analysis while working with Incident Management.• Performed Tier 1 – Tier 3 troubleshooting/RCA globally for 1000+ users with the Avaya IP Office/Masergy telephony solutions.• Liaised with 3rd party vendors for additional escalation and design discussions for network/telephony needs.• Managed call accounting/call center software (Contact Center, Xima), IVRs/ACDs/Hunts/Skills/etc...• Administrated legacy EMC Celerra environments across colocations, while deploying more up-to-date solutions across VNX platforms globally.• Maintained pre-existing vendor relationships to drive operating expenses lower, while consolidating VoIP infrastructure and services to reduce costs domestically.• Modernized aging telephony/networking systems to provide increased stability/scalability after gathering requirements, solution designing, testing, and implementing. Show less

Tampa/St. Petersburg, Florida Area

Responsible for network uptime, incident management, troubleshooting, QA, and overall function across the Americas. Responsible for Avaya Aura solutions in North America, while managing hosted solutions across South America. Design “future-proof” solutions to meet demands of availability and scalability.• Designed, configured, implemented, and managed MPLS and VPN networks internationally.• Configured and monitored network performance to ensure proper capacity… Show more Responsible for network uptime, incident management, troubleshooting, QA, and overall function across the Americas. Responsible for Avaya Aura solutions in North America, while managing hosted solutions across South America. Design “future-proof” solutions to meet demands of availability and scalability.• Designed, configured, implemented, and managed MPLS and VPN networks internationally.• Configured and monitored network performance to ensure proper capacity management.• Administration of Cisco Unified Communications Manager in EMEA region.• Designed “LAN in a box” solutions for the rapid onboarding of new companies and sites, as well as disaster recovery solutions for catastrophic events internationally.• Designed and implemented device backups via cloud SFTP for network and telephony devices internationally.• Managed new/current vendor contracts; creating MSAs with co-terminate dates on services.• Part of team responsible for reducing network infrastructure spend by 30% via RFPs, while increasing stability.• Co-managed migration from PRI to SIP in Americas, from conception to completion• Key player in the successful design and deployment of Microsoft Lync across the global business units.• Aligned business needs with IT strategies, while meeting SLAs and following strict ITIL practices. Show less

Tampa/St. Petersburg, Florida Area

Responsible for end-user support across the business for local and remote employees. Direct escalation point for other technicians. Responsible for technical documentation and Tier 2 support for Avaya Aura solution.• Negotiated vendor contracts, resulting in cost reductions exceeding $150K (US).• Administrated Active Directory, Microsoft Exchange, and Avaya Aura Communication Manager platform.• Lead projects utilizing remote resources across business units, while adhering to Group… Show more Responsible for end-user support across the business for local and remote employees. Direct escalation point for other technicians. Responsible for technical documentation and Tier 2 support for Avaya Aura solution.• Negotiated vendor contracts, resulting in cost reductions exceeding $150K (US).• Administrated Active Directory, Microsoft Exchange, and Avaya Aura Communication Manager platform.• Lead projects utilizing remote resources across business units, while adhering to Group CIO governance. Show less

Tampa/St. Petersburg, Florida Area

Provided end-user support to Florida Department of Transportation via contract through Canon Business Solutions for print, scan, and document management needs.• Configured and implemented web-based apps to improve the efficiency of print and production services.• Trained over 400 leads on new software deployments for administration hand-off.

Tampa/St. Petersburg, Florida Area

Associate Of Science (A.S.), Computer Systems Networking And Telecommunications

Physical Therapy/Therapist