Keith Suttle, Mba Email & Phone Number

Houston, Texas, United States

Houston, Texas, United States

Mapped eFax solution to EHR solutionsCollaborates with customer support, sales, and other client-facing teams to assess current and future telecommunication system needs.Provides and/or coordinates technical assistance, maintenance, and repairs; resolves operational problems while minimizing system downtime and service interruption.Identifies and implements or recommends improvements and enhancements to hardware, software, and service packages.Researches and recommends cost-effective upgrades to and replacements for telecommunications hardware systems and software packages.Identifies telecommunications cost-control measures and network improvements; implements changes and/or makes recommendations to management.

Houston, Texas, United States

• Day to Day configuration changes on the Mitel platform. • Serve as a single point of escalation for Mitel first line group, providing technical support either remotely or on-site. • Collaborate with third-party vendors to address any network faults with LAN/WAN infrastructure• Monitoring of the platform will be a key part of ensuring the efficient and trouble-free operation of the platform. Develop detailed checklists and protocols to accomplish this and document them accordingly.• Supporting other teams involves engaging with service desk team to solve common day to day problems including issues with end users unable to make calls, call quality issues, or a service provisioning.• Troubleshooting SIP signaling during calls will be a key responsibility. Work with telecarrier to determine potential network issues as reported by sites.• Supports all warehouse paging systems tied to the Mitel cloud phone system or still using POTS lines.• Supports cloud provisioned or traditional POTS line fax numbers used internally including configuration of the service to troubleshooting service interruption.• Identify opportunities to deliver service that provide cost savings and be able to execute those plans.• Interact with key vendors providing service for phone system for billing information, service support, etc.• Mobile phone provisioning and support.

The Woodlands, Texas, United States

• Project Lead for Cisco telephony infrastructure upgrade across multiple sites hospitals and clinics• Manage day to day administration of all telecommunications, Cisco Call Manager v11. Unity Connection v11. UCCX, SRST configuration utilizing MGCP, H3.23, Cisco Telepresence and vendor management

Houston, Texas Area

• Manage day to day administration of all telecommunications Cisco UCM 11.5 and 9.3, VoIP utilizing MGCP, H3.23, and vendor management.• Leads Telephony team and responsible for assigning tickets to other personnel.• Meet with site administration to assess IT needs and convey information to other infrastructure team members.• Perform UCCX scripting to serve the contact center needs.• Oversees the technological operations in telecommunications.• Perform and monitor system backups and recovery mechanisms for the telephony systems.• Recommend network improvements, upgrades and repairs to maintain serviceability of telephony functions.• Interact and negotiate with vendors, outsourcers, and contractors to implement telephony products and services.• Create and maintain telephony documentation and procedures.• Provide guidance on voice operations for building voice menus, contact center queues and call flows, routing and services to all locations.• Resolve customer support tickets as assigned, including add/moves/changes.• Identify for acquisition of infrastructure and licensing needs for the growth of the company.• Demonstrates respect and regard for the dignity of all employees to insure a professional, responsible and courteous environment.• Promotes effective working relations and works effectively as part of a team to facilitate the department’s ability to meet its goals and objectives.• Maintains ‘best practices’ awareness and documentation.• Be customer-facing solutions engineering oriented to achieve customer goals.

Houston, Texas Area

Perform moves, adds, changes and deletions (MACD) day to day, supporting entering and managing request through Cemex Remedy ticket system.Support Cisco Unified Contact Center Express 9.x (CUCCX)Support Cisco Unified Communications Manager (CUCM) 9.x and 11.5Support Unity Connection Voice Mail 9.x and 11.5Support Call Rex Recording solutionSupport Cisco Telephony LAN infrastructureSupport Cisco Telephony WAN infrastructureTroubleshoot basic phone and voicemail issues for contact centers and Houston corporate locationWrite and debug UCCX scripts to resolve potential issuesSet up new hires as call center agentsAssist with project related to backups, High Availability (HA) deployment and other IPCC related optimization task such as Supervisor Desktop, e911, call control groups, skill based routing and shift change control options.Assist in SIP (Session Initiated Protocol) implementationDocument standard work procedures and workflows related to Cisco IP Telephony2nd tier support for Five9s test environment

The Woodlands, Tx

• Manage day to day administration of all telecommunications for 150 rental sites and the corporate headquarters.• Working with corporate help desk management and field support service toward implementation of contact center technology

• Assisting project Lead for Cisco telephony infrastructure upgrade across multiple sites hospitals and clinics• Manage day to day administration of all telecommunications, Cisco Call Manager. Call UnityConnection. UCCX, SRST configuration utilizing MGCP, H3.23, Cisco Telepresence and vendor management

Houston, Texas Area

Project Lead for US Government client utilizing cloud base telephony solution. Interface between contact center lead, vendor and Sutherland Global IT groups. Subject Matter Expert (SME) for local Sutherland Global Services contact centers reviewing vendors solutions and analyzing if it will meet clients needs.

The Woodlands, Tx

Implement and tune vector programming for Customer Focus Center. Document and manage DNIS and VDN assignment. Assist design and build of systems and integrations to support new call centers globally. Manage station and trunk Move / Add / Changes (MACs) for Avaya telephone systems at The Woodlands offices. Manage Cisco systems remotely for some other sites and data center integrations. Manage voice mail system. Manage automatic route selection (ARS) patterns to make optimal use of long distance, expanded metro and local PRIs. Manage conference bridges, monitor inbound and outbound traffic and potential blocking, manage/update ARS patterns as needed. Maintain the eCAS call accounting system. Generate monthly and one-off reports as required. Manage all associated servers, implement OS and/or application security patches as needed. Maintain highest security standards for all access points. Coordinate with vendors for maintenance and system upgrade activities as required. Ensure all systems are fully backed up in accordance with Huntsman standards and industry best practice. Test recovery and fully document all processes and procedures. Maintain a neat and orderly installation per industry best practice. Pull traffic statistics from PBX and coordinate with analysts to maintain high grade of service at lowest possible cost. Thoroughly document all circuits terminating into the PBX. Exploit advanced features such as unified messaging and VoIP.

Mmc

Currently involved in virtualizing four of the Mercer call centers so that staff can be shared by clients within these four call centers as overflow and disaster situations.Engineer and manage telecom projects for various MMC sites conducting need analysis and selecting best product to support customer requirement and corporate standards.Experienced project manager managing infrastructure design/upgrades, including the RFP process, contract negotiation and review/management of SOW.Co-ordinate upgrades and testing to insure proper customer experience prior to cutover.Implementation of load balancing of phone and data traffic and redundancy for emergency failover.Experience administrator for various PBX/ACD including Cisco IPCC and Avaya S87XX.Establish and maintain documented call center processes and utilized in current infrastructure.Reroute incoming phone traffic utilizing at&t Route It in disaster situations.

Houston, Texas Area

• Interface with Nice Project Management team on all installs/upgrades along with client interface.• Act as point of escalation on all service requests that have exceeded established service levels commitments.

Managed telecom projects for Waste Management various sites and for the corporate and Austin Data Center. Also consultated with the call center management regarding the call center needs.

Houston, Texas Area

Managed IT services and personnel. Administered call center ACD and determined staffing levels and schedules for call center personnel.

Administer ACD for contact center.Review new telecommunication technology for possible enhancements to work environment. Forecast call volumes based on current and past trends. Support and develop new telephone representatives in quality initiatives. Implement and maintain working/vacation/training schedules for 120 telephone representatives dispersed between two call centers. Develop and maintain reports for executive and senior management.

Mba, Business, Concentration In Internet Commerce

M.B.A, Business Administration And Management, General

Bba, Business Administration And Management, General

B.B.A