Kelly H. Email and Phone Number

o Leading a team of specialty voice engineers responsible for providing all voice services outside of basic phone functionality. o Helped shape the organizational structure for a newly in-sourced telecommunications groupo Negotiate contracts to assure compliance with International Paper vendor standards.o Building an organizational strategy and processes to foster innovation across all IT areaso Soliciting professional services for several system upgrades, vetting respondents and selecting vendors based on Request for Proposal responses.o Manage all aspects of technical projects including determining requirements, developing budgets, estimating engineering resources / hours required, project schedule development and adherence, close out and project review / lessons learned

* Design and deployed a 6000+ agent Cisco Unified Contact Center Enterprise platform for internal VoIP customer contact management across FedEx companies. * Deployed 4 Cisco Unity Connection Voice Mail platforms for FedEx Corporate, Express and Services operating companies servicing over 8000 end users. * Designed, implemented and managed over 40 TDM–to-IP gateways as an interim voice mail solution prior to a full VoIP migration for 10,000+ users. * Engineered VoIP solutions in support of enterprise communication strategies

* Designed, deployed and managed network architecture for new Enterprise Data Center in Colorado Springs, CO.* Implemented and supported new designs for network improvement projects including QoS and Test Platform consolidation. * Collaborated with in-house developers to determine best practices for application deployment and network design for fedex.com. * Evaluated and incorporated virtual network switching technologies. Managed global IT projects / standards to give visibility to current efforts in each op-co or region and consistency in network designs and technologies across all FedEx companies.

* Managed technical teams and all technical aspects of customer facing telecommunications projects. * Provided architectural design and engineering feedback for proposed customer contact management platforms. * Technical resource for customer service related platforms ranging from preparing data networks for voice traffic to implementing an IP-based customer contact distribution system and Interactive Voice Response (IVR). Provide technical recommendations for various contact management platforms including traditional TDM systems as well as Cisco’s Unified Contact Center Enterprise (UCCE) and Unified Customer Voice Portal (UCVP.) * Oversaw administration of Cisco's Unified Intelligent Contact Manager (UICM) for centralized traffic management across all integrated contact channels including ACDs, IVRs, chat sessions, co-browsing, etc. * Engineered in-house CTI solutions. * Managed backend integration of outsourced IVR applications on various platforms via XML gateway and web services. * Conduct technical interviews with business stakeholders to determine platform requirements and design a high availability and expandable customer contact system including Interactive Voice Response, Work Force Management, Call and Screen Recording, Computer Telephony Integration, and Storage Attached Network technologies to meet business needs. * Analyzed vendor proposals for customer contact platforms and networks to provide recommendations for future technologies and platforms based on compatibility with current infrastructure/business needs, cost benefit, alignment with future strategies and overall technical merit.

* Technical resource for telephony projects ranging from preparing data networks for voice traffic to implementing a new IP-based call distribution system and IVR. * Provided technical recommendations for various voice platforms including traditional TDM switches as well as Cisco’s IP Contact Center (IPCC) and Customer Voice Portal (CVP.) * Utilized Cisco's Intelligent Contact Manager (ICM) for centralized traffic management across all integrated contact channels including ACDs, IVRs, chat sessions, co-browsing, etc. * Helped develop in-house CTI solutions. * Managed backend integration of IVR applications on various platforms. * Analyzed technical portions of vendor proposals for voice platforms to provide recommendations for the best technologies based on compatibility with current infrastructure/business needs, alignment with future expansion goals and overall technical merit.

* Managed IT projects (POS systems, server upgrades/installations, network build outs). * Remote PC and LAN/WAN support. * Maintained all remote hardware and software systems at retail and mobile telephone switching office locations. * Managed outside technical vendors/support personnel as well as in-house support to resolve PC, LAN/WAN issues.* Coordinated individual and department equipment relocation including network expansion when required. * Analyzed network traffic and ensured proper functionality of network equipment and servers including installation, configuration and maintenance.