Kevin Goodwin Email and Phone Number
Kevin Goodwin work email
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Kevin Goodwin personal email
As an IT professional, I have spent my entire career developing my expertise in Contact Center and Telephony technologies. Currently specializing in the Genesys Cloud platform and its ecosystem, I excel in both pre-sales and professional services activities. My expertise extends to configuring and administering additional contact center platforms such as Amazon Connect, Genesys Pure Engage, Google Dialogflow CX, and Cisco CUCM.Throughout my career, I've demonstrated a strong ability to thrive in evolving roles, consistently taking on increasing responsibilities and earning promotions. Holding several Genesys certifications for both the Cloud and Engage platforms, I bring a solid foundation of knowledge to every project. I've earned a BS degree in Computer Systems Administration and am committed to continuous learning and professional development.
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Mediu, LlcChattanooga, Tn, Us -
Senior ConsultantMediu, Llc Sep 2019 - PresentDelaware, Ohio, UsAs part of the pre-sales team, I lead requirements gathering and scoping sessions, create SOW and LOE documents based on customer needs, conduct product demos for prospective Genesys Cloud customer engagements, and coordinate effective transition of projects between the pre-sales and implementation teams.As part of the professional services team, I act as the technical lead on Genesys Cloud implementation projects—responsible for final solution design, implementation, deployment, and transition to day-two support. I facilitate user training and knowledge transfer sessions, and architect custom solutions based on Genesys Cloud APIs to fulfill customer requirements not met by native functionality. I served as a trusted advisor to a large retail customer, embedded as part of their team for over two years as we successfully migrated from Genesys Engage to Genesys Cloud, participating in all aspects of planning, design, implementation, change management, and support. Additionally, I provided call flow design and technical support to various customers on the Genesys Engage platform.
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Sr Telecom EngineerUs Xpress Enterprises Inc Sep 2015 - Sep 2019Chattanooga, Tn, UsServed as a subject-matter expert for the telephony and contact center infrastructure, including Genesys Engage 8.x and Cisco CUCM 10.x. Participated in call-routing development, infrastructure maintenance, documentation, ad-hoc reporting, and evaluated and implemented new technologies. Fostered relationships with business partners, enabling discussions on feature requests, platform modifications, and other business needs. Facilitated call routing design sessions with business and IT stakeholders. Mentored inexperienced team members in the use of various tools and software. -
Service Delivery EngineerPresidio Nov 2014 - Sep 2015New York, Ny, UsSupported a diverse range of customers with various implementations of Cisco Unified Communications products, including CUCM, CUC, CME, CUBE, and Cisco IOS voice gateways. Utilized ticketing software to monitor incident queues and ticket SLAs, documenting customer communications and work completed to resolve incidents. Ensured compliance with operational processes and policies set by both Presidio and its customers. -
Telecom EngineerU.S. Xpress, Inc. Aug 2013 - Nov 2014Chattanooga, Tn, UsI am part of a three person team supporting a 24/7 environment with over 2100 endpoints and 630 contact center agents. I have been able to grow in my position and have gained valuable experience and knowledge supporting a Cisco-based VoIP environment, along with a Genesys contact center. I have completed a refresh upgrade to 8.6 on a production CUCM cluster that was integrated with the Genesys ACD. I designed and implemented a plan to migrate CUCM/Unity clusters from an out-dated MCS platform to VMware. I implemented an IM&P cluster to test Cisco Jabber functionality as an option to replace CIPC and Lync. I also coordinate with Cisco TAC to solve issues that I am unable to resolve at level 3. I have also become more exposed to the Genesys environment while developing simple voice-applications in Composer and routing-applications using IRD.
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Telecom AnalystU.S. Xpress, Inc. Nov 2011 - Aug 2013Chattanooga, Tn, UsMy position has allowed me to gain experience in all facets of our telecom environment. I am responsible for administrative tasks in Cisco Call Manager 7.1.5, Unity Connection 8.6 and the Genesys 8.1 call routing suite. I am comfortable performing a wide array of tasks in CUCM such as gateway creation and programing, phone and extension management, partition and CSS creation, as well as route pattern engineering. I am adept at using Excel to analyze CDR records to determine call flows. My skills in UC include call handler design and creation, distribution list implementation and general user and mailbox management. My roles with Genesys include CCPulse application creation, user and extension management, and simple IVR implementation. I headed a project porting users from an in-house fax server, to a cloud based solution. I have also created multiple training documents to help users and Helpdesk personnel troubleshoot simple issues, to help reduce ticket escalation.
Kevin Goodwin Skills
Kevin Goodwin Education Details
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Southern Adventist UniversityComputer Systems Administration
Frequently Asked Questions about Kevin Goodwin
What company does Kevin Goodwin work for?
Kevin Goodwin works for Mediu, Llc
What is Kevin Goodwin's role at the current company?
Kevin Goodwin's current role is CX Solutions Architect | Genesys Cloud & Amazon Connect Specialist.
What is Kevin Goodwin's email address?
Kevin Goodwin's email address is ke****@****oup.com
What schools did Kevin Goodwin attend?
Kevin Goodwin attended Southern Adventist University.
What skills is Kevin Goodwin known for?
Kevin Goodwin has skills like Cisco Technologies, System Administration, Technical Support, Servers, Hardware, Troubleshooting, Windows 7, Telecommunications, Network Administration, Computer Maintenance, Powerpoint, Cisco Ios.
Who are Kevin Goodwin's colleagues?
Kevin Goodwin's colleagues are Ojo Osamwonyi, Roger Klump, Katheryne Voit, Josh Monroe, Jerry Henderson, William Mannschreck, Stefan Förster.
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