Mike Pedersen Email & Phone Number

Saint Paul, Mn, Us

Saint Paul, Mn, Us

Rosemont, Illinois, Us

Oakland, California, Us

Engineering:• Focused mainly on ICM scripting for department turn-up across entire enterprise.• Managed, revised, and deployed changes throughout all departments that utilizedvoice services.• Remediated ICM disaster recovery and survivability for continuity and ensuring keydepartments were covered during project work and outages.• Developed custom Call Studio applications for each region’s self-service needs.• Developed basic custom Finesse widgets for agent and supervisor use.• Developed custom CUIC dashboards and managed department CUIC config,reporting, and access.• Worked to reduce eliminate ICM errors. Brought system error count down to lessthan 300 non-user impacting errors from a staggering 12,000 errors. Developed• Monthly metrics reports on the errors for upper management.• Created custom Visio templates and stencils for the Voice Services Design team.• Developed their work flow from customer request to final design stages forengineering implementation.• Led training seminars for management, engineering, and design teams on UCCE and• UC systems. Consisting of use, configuration, troubleshooting, etc.• Created ‘how to’ guides for new engineers and local UC tech ops on all systems suchas CUIC, CUCM, CAD, ICM.• Created improved process documentation and team SharePoint sites for knowledgeshare and an internal documentation depository.• Revised and remediated customer facing call flow documentation sites.• Created a standard test plan for Voice applications engineer’s daily work.• Implemented custom functions in ICM to facilitate an easier method for Holidaychecks / scripting.• Developed standards and options for customer call flow’s “Alternate Routing” optionsto allow varying degrees of customer controlled re-routing capabilities.

Technologies:• UCCE• CVP• CUCM• CUC• UCCX• ICM and CVP Studio Scripting• MGCP, H.323, and SIP Gateways• PRI Turnup• CUBE• POTS• CUPS• CUSP• Session Management Edition• CTIOS• Finesse• UCS w/ ESXI• CERProject Management:• Managing all aspects of new Site Build• Researching and touring potential site locations• Drafting LOI for new site acquisition• Reviewing and Editing Lease terms• Budgeting project to remain under TI Allowance• Working with Architects to design space for optimal usage• Working with General Contractors on design and build• Working with Low Voltage Contractors on design and build• Managing Finance of Construction, Lease, and 3rd party utilities• Managing timelines to meet and exceed customer goals• Working with ISP's to spec, turn up, and test new circuits• Working with internal teams to design and build data center infrastructure• Working with internal teams to design and build VOICE infrastructure w/ PRI test and turnup(See Resume for Full Detailed Description)

Technologies:• UCCE• CVP• CUCM• CUC• UCCX• ICM and CVP Studio Scripting• MGCP, H.323, and SIP Gateways• PRI Turnup• CUBE• POTS• CUPS• CUSP• Session Management Edition• CTIOS• Finesse• MCS Remediation• UCS w/ ESXI• CERManagement:• Managing a range of 15-25 network engineers• Worked closely with internal Finance, Logistics, and Facilities teams• Departmental Hiring and Conducting Performance/Compensation reviews• Developing new and Managing existing internal policies and procedures• Managed 3rd party utilities services• Metrics gathering and analysis to provide POC for advancement of business(See Resume for Full Detailed Description)

St. Louis Park, Mn, Us

New York, New York, Us

Technologies:• CUCM• CUC• MGCP, H.323, and SIP Gateways• VG224• POTS• UCCX Integration• UAT• Day 2 Support• Media Resources• QOS• Verint Integration• Sur Gard/Mastermind Integration(See Resume for Full Detailed Description)

Toronto, On, Ca

Technologies:• UCCE; Parent/Child Architecture• UCCE; Enterprise Architecture• CVP• ICM and CVP Studio Scripting• H.323 and SIP Gateways• PRI Turnup• POTS• CUPS• CUCM• CUC• Media Resources• Day 2 Support(See Resume for Full Detailed Description)