Scott Whitmer Email & Phone Number

Belmont, Ca, Us

• Provide Consultation on Cloud Bases Solutions for the Contact Center on the RingCentral platform.• Implementation & Solutions: broad skills in both technology & analysis.• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.• Provide customer contact center call flows and design work via Lucidcharts.• Manage intake of information and formulate for Contact Center from Business Requirements Documents, Spreadsheets, Administration setup of components to Go-Live.

Eagan, Mn, Us

• Consult as a resource for Telephony projects.• Strategic, Analytical process to a better business• Hands-on management, communications, collaboration, and leadership.• VDN’s, Vectors, Advanced Call Routing Scripting• Maintain Avaya R8.1.x version PBX with Session Manager• Audio Codes SBC• Avaya and Systems, adds, moves, changes.• Call Flow Design and support• SIP and Traditional ISDN Trunking• CCI, Century Link Toll Free Routing and DID maintenance• Maintain Security Standards• Starfish, Fonolo (Call Back System), • Avaya CMS, Announcements management• Ensure integrity of systems engineering process.• Teams, Skype, Zoom support• ServiceNow incidents, remediation• Monitoring, reporting, Cloud Based Verint System• Unified Voice Mail support• NICE CXone support

• Manage client expectations, constant communications.• Break fix in new agents, stations, additions, deletions, CMS • Troubleshoot issues with agents.• Analyze and provide recommendations for call routing.• Post-Production maintenance and change management.• Server support for the Afiniti business line• Convert business requirements into working solutions.• Attend project meeting and give updates to project.• Design, Strategic, technological visions, analysis and building out call routing solutions to support the Contact Center Technology Solutions Team.

• Manage client expectations, constant communications.• Work with clients and project team to obtain requirements and design documents on Interaction Center (IC) installations• Prepare Design documents (i.e. Word, Visio, Excel) and obtain customer signoffs• Install necessary software on customers equipment, (i.e. physical, VMware) for the Application / Administration servers / Database• Resolve complex problems and providing excellent technical and customer service to specific key accounts. • Work with Servers, Database and Service Pack updates• Turn equipment over to customer for Lab, UAT, Production testing• Proven leadership

• Work with Telecom Managers Call Center Leads and teams to help support the company Nationally.• Help support the Call Center side US and Canada, domestically and Infrastructure support• Work with various business leaders to help design, recommend, install and put into place the new call flows or needed changes (i.e. routing, announcements, CMS changes, design documentation)• Help other team members with new ways of doing call flows in a more effective manner• Run reports for Empirix/Virsae reporting tool for MOS Scores of Partner sites and put together PowerPoint presentations to show how they are doing on a weekly basis.• Assign various tasks and completed in timely fashion ahead of schedule, proven leadership• Help with problem resolutions and troubleshooting• Work with team to help with process improvements.• Support and Administration of Verint 15.1 Call Recording System for Enterprise Holdings (Brands: Enterprise, Alamo, National)• Troubleshoot circuits, Vendor meets with carriers, call routing, make necessary recommendations for remediation.• Provide on-call support, rotation.

• Manages a team of telephony engineers in a 24x7 environment (wired, VoIP and wireless) that has working knowledge of Avaya, Cisco, Contact Center technologies such as ACD, CTI, IVR, Call Recording and Mobility support.• Hands on when assisting other team members and collaborative work.• Experience in designing and implementing complex, multisite voice deployments• 3rd party applications or integrations for Avaya, Cisco, Skype, inContact, Verint.• Engagements and complex problem identification and resolution for various styles of phone systems and voicemails. • Experience in Designing Global dial Plans for Large Enterprises• Excellent troubleshooting and analytical skills with complex problem identification and resolution• Experience in designing and architecting solutions.• Technology assessment, audit, Transformation initiatives, Continuous Service Improvements• Support and Administration of 3rd party products like NICE / NICE InContact/Verint recording solution, CRM, Loggers, Avaya WFO• Continuous training / knowledge transfer enhancements.• Data analyzation and reports to management • Consultative advice and support of the daily operationsMajor Contributions: • Decreased monthly inContact Telecom expenditure of unused licenses by over $18,000 per month savings.

Provide Consultative advice and support of the day-day operational support of global call center corporate voice telecommunications services; to include design office voice services, voicemail messaging and networking, call center systems and applications, advanced vectoring, connectivity and integration with interactive voice response (IVR) and computer-telephony integration (CTI), and other telephony applications domestically and internationally. Support and troubleshoot telephony application software configurations, (Avaya One-X Communicator, Avaya One-X Agent, AES, Call Recording, and Interaction Center). Monitor telecommunications operations to identify and solve technical operating and end-user problems. Ordering and support of needed toll free and caller paid numbers and routing of them globally in support of our many business initiatives. Maintain technical documentation and standard operating procedures. Regularly interface with internal business partners, corporate end-users, vendors and partners to resolve operational issues. Helps with engineering design, architecture, testing, implementation, security and support of voice telecommunications solutions. Leads and manage voice network projects; assist with the implementation of global voice projects and supports vendor management and all call center initiatives.Major Contributions:• Global Telecom Voice Lead for successful rollout of new International Call Centers in Australia, Brazil, Greece, India, Philippines and Mexico, • 200+ agents and multiple toll free numbers with Avaya Communications Manager with specialized IVR and routing.• Interaction Center CTI connectivity with Seibel providing screen pops to the agents with call recording 24x7.• Successful movement of the Mastercard Loyalty Services Asia Pacific call center from old Avaya hardware to new IVR flow call routing via the US using Avaya one-X Agent.• Ordering and maintain of customer dialed numbers in our Route IT / Business Direct tool.

Ellisville, Mo, Us

* Design, test and implement new call center applications, including connectivity with Interactive Voice Response unit, Avaya Interactive Center and NICE.* Activities include ordering and implementation of voice circuits; PBX, Gateway and Voicemail equipment programming, installation and upgrades and assisting with operational outages and issues. • Perform project or maintenance tasks with minimal guidance of management or upper level engineers.* Facilitate solid line of communication and coordination with regional offices and engineering teams throughout the lifecycle of the project to meet project installation objectives.• Perform project or maintenance tasks with minimal guidance of management or upper level engineers.* Excellent communication skills and ability to effectively execute critical projects.* Simple project management and project task fulfillment activities.* Financial management and cost control support services. Provide asset control and tracking services.

Technical Analyst / Senior Call Center Consultant, Enterprise Telecommunication GroupDevelop and implement strategies to maximize functionality, availability, efficiency, and quality of high-volume call center. Manage special projects and ensure prompt resolution of trouble tickets. Analyze processes and ongoing operations; advise on possible system enhancements. Devise, configure, deploy, and maintain advanced phone system programs, AT&T / Sprint routing solutions, and Cisco ICM equipment scripts; conduct troubleshooting on systems. Obtain and discontinue toll-free service from AT&T and Sprint. Provide Tier 3 support to 3rd party telecom vendors; cultivate strong relationships with customer (State Farm) and vendors.Major Contributions:• Increased client / network agent efficiency and reduced costs by leading migration to enhanced processes and systems.• Enabled optimization of coordination between client and insurance agent network by advising on call flow, identifying improvement opportunities, and positioning client contacts to win buy-in from senior management through effective presentation of potential solutions. • Leveraged expertise in AT&T, Sprint, Cisco, and other cutting-edge environments.

Des Moines, Iowa, Us

IT Senior Architect / EngineerDirected 28+ PBXs and 200 small key systems distributed worldwide. Managed operations and team members in conferring with internal / external customers to maximize adherence to requirements of the firm’s strategic partners and existing IT architecture. Played key roles in global IT projects (initial assessments to delivery) and IT integration aspects of mergers / acquisitions. Generated and tested new Avaya-based call center applications in cooperation with system support. Performed remote Tier 3 technical / support tasks for multiple functional areas. Built strong business relationships. Major Contributions: • Decreased annual telecom costs $50,000 (in collaboration with colleagues) through identification of process improvement opportunities and the development / deployment of robust new solutions.• Facilitated seamless integration of an acquisition by ensuring compliance with deadlines for transition of services to the new business name; traveled within the U.S., worked remotely, and coordinated with local telecom agencies in Australia and India to review equipment / design layouts and establish vendor relationships.

Senior Associate, Voice Engineering (2003 to 2005)Created, programmed, implemented, and tested (Tier 3) Avaya voice engineering solutions in support of Tiers 1 and 2. Played key roles in change management and numerous IT projects.Major Contributions: • Deployed ACD, IVR, VoIP, Predictive Dialer, Call Recording, and SONET / Circuits solutions.• Leveraged expertise in Avaya PBX, ACD, CTI, CMS, ATM, Audix, Call Accounting, etc.• Cooperated with key vendors (Avaya, Qwest, AT&T, etc.) on implementations and repairs.

Telecommunications Consultant Optimized Voice operations by providing peerless onsite Tier 2 support for Discover. Contributed technical skills to projects such as systems migrations, enhancements, and implementations.Major Contributions: • Capitalized on systems improvement opportunities as part of change management team.• Supported multiple Avaya systems / platforms and collaborated with vendors.

Lynwood, Ca, Us

Senior Telecommunications Engineer – Team LeadManaged 4 team members (1 analyst and 3 technicians) and hospital-wide telecom operations. Ensured operability of 18 phone systems in 3 states. Led all phases of key projects. Trained staff.Major Contributions: • Transitioned from 4-digit to 5-digit internal dial plan; delivered with minimal disruptions.• Achieved alignment with State E911 requirements 1 year ahead of schedule.

Responsible for overall daily activities within the Telecom group, which included 4 techniciansResponsible for a major private telephony network with a 5-digit dial plan, networking, and trunking, call centers of various sizes and related equipmentOther responsibilities include but not limited to design of new systems and upgrades, trouble shooting equipment, PBX, Key Systems, Audix, Call Center equipment, Call Accounting Systems, Conversant (IVR/VRU), Cable Management RecordsVendor issues and resolutions, budgeting, Project ManagementOn-call, design Voice and Data circuits (DS0, T1, T3, OC3, 56kb, ISDN-BRI, ISDN-PRI, DID, CO {GS/LS})Write necessary routing programs for specialized functions and training for customers as needed

Peoria, Illinois, Us

Supervise, schedule, plan contract telecommunication maintenance and installations at various customer facilities (i.e. Caterpillar, Hagerty Steel)Responsible for various types of communications equipment: Gandalf, Avanti, UDS modems: install of networks Decnet, Ethernet, Token ring and NovellResponsible for all of the East Peoria baseband and broadband contractsFiber installations, all sizes ranging from ST, SMA, Mini BNC, Biconic, GTE elastromeric splicingPC/VAX/Terminal communication hookupsLiaison between customer and vendorsInterface with AT&T, LEC phone companies on new data/voice circuit installsQuote new installations all over the United StatesResponsible for purchasing of parts needed for new installs and everyday jobs used within the organizationResponsible for in-house maintenance of the AT&T System 25 PBX, Merlin and Spirit systems; prepare reports and voice/data installations

Washington, Dc, Us

TelecommunicationsObtained the; responsible for proper operation of all circuitry to/from the flagship during watch. Troubleshoots circuits/equipment outages and coordinates restoralAssistant work center supervisor (CA01): supervised 6 personnel in performing preventive/corrective maintenance on HF/UHF/VHF/SHF, Satellite communications equipmentResponsible for operation of various types of computer terminals: Navmacs AN/SYQ-7(v), An/UGC-143(v) teleprinter and MPS (Message Processing Subsystems)Responsible for operating ME-440, NATO switchboard with over 50 countries / subscribers and Telex machinesHolds FCC license for Restricted Radiotelephone Operator PermitResponsible for the operation and transmission of messages over the Western Union Telex machine

Associates In Applied Science, Microcomputer Software Specialist

Education record

Certificate; Certificate, Microcomputer Applications; Microcomputer Software Support

Education record