Stephan Alonso Email & Phone Number

Brampton, On, Ca

San Ramon, Ca, Us

As a Technical Account Manager at Five9, I specialize in guiding enterprises towards successful contact centre solutions. With a strategic focus on advising C-level executives, contact centre managers, and directors, I ensure client satisfaction by leveraging my expertise in post-implementation support, strategic consulting, and ongoing optimization.

Mississauga, Ontario, Ca

In my role as Telecommunications Manager, I am responsible for overseeing a team of Telecom professionals, and managing all of Bayshore Health Care’s telecommunication needs across all of Canada, such as: Cisco Unified Communications with over 2000 devices, Blackberry UEM with over 7000 endpoints, and Five9 VCC with 1400 agents and 200 campaigns. Key Responsibilities:Cisco Unified CommunicationsCisco UCCX Call Centre: Deployment of UCCX Scripts, migration of business groups to platform Cisco UnityFive9 VCC: Administration, IVR Script Development and migration of business groups to platform. Blackberry Unified Endpoint Manager

Mississauga, Ontario, Ca

As a Telecom Team Lead, I've successfully led a team of Telecommunication Professionals in the development and management of Cisco UCCX call centers and management of a Blackberry UEM deployment for over 7000 endpoints. My leadership and expertise in Cisco UC resulted in the successful design, implementation, and optimization of various telecommunication systems.

Mississauga, Ontario, Ca

Management of all telecommunication systems, such as Cisco Call Manager, Cisco Unity, eFax, Blackberry Unified Endpoint Management (BES12), Telecom billing Management. Supported end users, as well as technical staff to ensure maximum availability of all telecommunication systems.Key Contributions• Designed and Deployed Cisco Call Manager to 100 locations across Canada• Cisco UCCX Scripting of call centre application scripts• Migration from PRI/1FLs to SIP for 100 locations across Canada, to provide cost savings, and more efficient central management of phone lines• Blackberry Unified Endpoint Manager (BES) 12.10 management of over 6,000 devices (BBOS, iOS, Android) • Maintenance and administration of eFax server which sent & received over 100,000 pages a month• Lead refresh of 6,000 Blackberry Devices to Samsung Galaxy devices• Training of end users, and technical staff

Mississauga, Ontario, Ca

Technical team lead for clinical documentation project to migrate clinical and personal support workers to a new mobile clinical documentation platform. Provided support to staff to guide them through the transition to the platform, as well as preformed server upgrades, Blackberry Enterprise Server Upgrades, and deployment of all hardware. Key Contributions• Provided key stakeholders recommendations of hardware and software solutions • Developed a technical curriculum and trained staff so they could become proficient in the new system, and ensure the highest quality of care to our clients• Provided 3rd level support to service desk

Mississauga, Ontario, Ca

Ensuring the availability of information technology and telecommunication systems and provided second level support as requiredKey Contributions • Management and Deployment of VMWare Virtual Machines• Team leadership, and organized cross training • Data Centre maintenance• Management and maintenance of 50 Nortel BCM Phone Systems• Deployed Mobile VPN to 1000+ devices• Blackberry Enterprise Server management • Cellular Account Management of 1200 devices• Deployed eFax solution• Call Centre deployment using Nortel BCM platform

Mississauga, Ontario, Ca

First level helpdesk providing support to both on site and remote employees across Canada in a Citrix Environment. Created training programs and documentation for new user onboarding. Participated in 24x7 on-call rotation. Key Contributions • Deployment of Desktops and Laptops using Norton Ghost• Developed and maintained inventory system to track all company assets• Implemented secure instant messaging software for instant communications between employees

Photography, Photography

Computer Science, Information Technology