Elena Reed Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Coral Gables, Florida, Us

Newton, Massachusetts, Us

Served as an escalation point for requested moves, adds and changes of telecom equipment including procedures for obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment. Provided configuration and problem resolution support for the company's Cisco Unified Communication system (Call Manager, IM & Presence, Unity). Created and maintained an inventory of telecommunication assets. Performed telecom billing audit and cost recovery. Actively participated in planning for the future strategy of telecom for 50+ Sonesta locations.

Boston, Massachusetts, Us

Administered company’s Cisco UC system (Call Manager, Unity, Contact Center) for 5 Call Centers and 20+ remote offices. Coordinated and oversaw project implementations with vendors, internal customers and support personnel. Developed and maintained detailed DID Inventory and Call Flow documentation.

Westford, Ma, Us

Provided Technical Assistance Centre (TAC) cover to Tier 3 level support to customers via email and phone with minimal supervision from management. Built and maintained skills on current and legacy Sonus platforms and applicable technologies. Deployed and tested new equipment in the lab.

Franklin, Tn, Us

Provided professional leadership and direction to a team of 3 IT engineers. Managed installation and configuration of geographically distributed Call Centers in France. Planned and designed architecture of a highly available, scalable and fully redundant Call Center system supporting 500+ seats.Developed detailed documentation and standard operation procedures resulting in reduction of installation and problem resolution time. Provided training and guidelines for Call Center support engineers. Proficiently handled system outages and routine incidents.

Franklin, Tn, Us

Implemented an open-source based Call Center software to replace existing home-grown system, reducing the cost of new installs from $2m to $0.7m. Coordinated and performed remote installation of Call Center systems in Germany, Brazil and Australia. Played instrumental role in numerous update and maintenance projects. Coordinated with 3-rd party vendors on interconnection with PSTN, Cisco and Avaya.Created backup and disaster recovery mechanisms. Provided Level 3 support and assisted developers with software, integration, and design problems. Promoted to a higher-level position for outstanding performance and company dedication.

Analyzed and managed dialing plans to optimize traffic flows and increase profitability and call quality. Provisioned routing of VoIP calls on GenBand (Nextone) proxy. Analyzed VoIP performance using reports, graphs and diagnostic tools. Modified call routing, identified and resolved call quality degradations.Implemented a graphing system to visualize system performance and capacity, track changes, trends and create forecasts. Replaced traditional PBX with open-source VoIP PBX, which reduced the costs and added new functionality. Automated margin calculations and buy/sell bid management on Arbinet VoIP exchange. Contributed to the development of new concepts for managing large volumes of telecom data. Reviewed business opportunities arising from network utilization.Provided technical support to customers via email and phone. Monitored network performance and alarms, performed troubleshooting and escalation if necessary. Performed troubleshooting for a variety of SIP equipment.