Stephen Culhane Email and Phone Number

Serve as fire control section chief. Hold the rank of sergeant with current US Government Secret Security Clearance. Maintain operational readiness of section equipment worth over $700k. Supervise fire control operations which include preparation, operations, communications, and maintenance.• Oversaw welfare, training, and proficiency of junior enlisted soldiers and training of junior leaders.• Ensured accurate safety data, fire support planning, mission processing, fire support execution, movement control, fire direction operations, fire plan scheduling, and entry of commander's guidance.

Senior Telephony Application Engineer (Remote Corporate Position) 2015 - 2019Provided advanced support, monitoring and troubleshooting of contact center related applications to include Aspect eWFM / RTA, Nuance IVR, Swampfox Outbound Call Manager (OCM), Avaya One-X Agent, Virtual Hold Technology (VHT) Callback and numerous in-house developed applications.• Coordinated with the development team and different business units to perform deployments of various applications throughout the enterprise. Provided quick turnaround for feature requests and bug fixes as needed to not disrupt contact center operations. • Enterprise system matter expert on Avaya Call Management System (CMS). Provided in-house implementation and advanced support of external CMS adjunct feeds. • Migrated 9 Avaya R16.3 CMS systems to R18 increasing functionality and capacities to expand call data statistics for Business Intelligence (BI).• Trained and mentored team members and other departments on related call center technologies.

Provided advanced support, monitoring and troubleshooting of contact center related applications to include Aspect eWFM / RTA, Nuance IVR, Swampfox Outbound Call Manager (OCM), Avaya One-X Agent, Virtual Hold Technology (VHT) Callback and numerous in-house developed applications.• Coordinated with development team and different business units to perform deployments of numerous applications throughout enterprise. Provided quick turnaround for feature request and bug fixes as needed to not disrupt contact center operations. • Enterprise system matter expert on Avaya Call Management System (CMS). Provided in-house implementation and advanced support of external CMS adjunct feeds. • Migrated 9 Avaya R16.3 CMS systems to R18 increasing functionality and capacities to expand call data statistics for Business Intelligence (BI).• Trained and mentored team members and other departments on related call center technologies.

Supported monitoring and troubleshooting of telephony related contact center applications and in-house developed applications.• Consolidated 5 legacy Avaya voicemail platforms to 3 Avaya Aura Messaging, streamlining voicemail administration processes for moves, adds, changes (MAC) and saving maintenance cost.• Audited PRTG’s monitoring platform to monitor applications/servers, allowing proactive response to system issues before reported incidents.• Coordinated with the desktop engineering team and different local desktop support teams to roll-out Avaya One-X Agent upgrades to over 30k Contact Center computers Enterprise-wide.

Performed Tier I and II support for enterprise, Admin and ACD Avaya solutions.• Migrated various legacy division admin telephony systems from different vendors to an Enterprise Avaya solution, reducing request time 2/3rds by having all users on a single vendor platform.• Enterprise expert on Avaya voicemail platforms.

Supervised, mentored and managed CTI personnel: EPM, Timesheets, on-call, personnel action across multiple remote locations. Supported 1.9k ACD users and 2k PBX users across NYC/NJ/HV offices.• Worked with different business units to help achieve call center or non-call center needs. Provided IT project management for projects that required IT assistance. Liaison between call center leadership and IT.• Migrated numerous PBX systems to an Avaya infrastructure for all NYC/NJ/HV offices, reducing overall operating cost and administration by utilizing a single vendor. • Led migration of Aspect Spectrum ACD to Avaya infrastructure across 7 contact centers within the region, enabling division to utilize enterprise-wide IVR and to reduce call wait/call handle times for centers.

Supported 500 ACD users across 3 sites and 600 PBX users across 15 sites.• Worked as an IT project lead moving Newburgh’s Call Center to Middletown. Coordinated with vendors and facilities to meet deadlines for on-time completion of project tasks and under budget.• Consolidated 5 different ACD platforms to a single Aspect Spectrum ACD platform leading to contact center virtualization, decreasing call wait time and implementing disaster recovery call routing plans.• Implemented and maintained Verint’s ULTRA Contact Center Quality recording solution which allowed Quality Assurance to playback every customer call, including out-sourced call centers which were on different telephony platforms.

Supported 150 ACD users across 3 sites and 400 PBX users across 15 sites. Administered division’s Microsoft Active Directory, and Cisco network infrastructure. Installed and supported Commercial Services customers.• Designed, implemented and maintained division’s Avaya VoIP / TDM infrastructure, expanded from 3 sites to 15 sites, allowing offices to call each other internally instead of using public telephone networks while decreasing division’s telecom operating cost by ½.• Reduced telecom bills $500k year by auditing service contracts, call routing and phone bills.

Served as a Fire Control Sergeant in a M119A3 direct support Field Artillery Section; responsible for the welfare, training, and proficiency of 5 section Soldiers; assists the Fire Control Sergeant with the operational readiness of Section equipment worth over $700,000; performs all fire control operations for the M119A2 platoon; performs the fire direction operations which include preparation, operations, communications, and maintenance; ensures accurate safety data, fire support planning, mission processing, fire support execution, movement control, fire direction operations, fire plan scheduling, and entry of commander's guidance.

• Designed, implemented and maintained a 700+ Windows/AS400 client environment within 2 sites and 7 remote offices.• Maintaining Frame-Relay network for remote offices and LAN for the corporate office.• Assisted in decision making and designing of new network and information systems to include customer service, telemarketing, and accounting.• Administration of all Windows NT servers, internal/external Web/FTP/Mail services.• Maintained and administration of internal, external firewalls and VPN clients.• Low administrating of 2 AS/400 Mid-Range (720,170), Avaya G3r, G3si, CMS, Intuity Audix R4.

Secret clearance granted by the US Government.

• Supported 50+ Windows client environment. • Responsibilities included but wasn't limited to software, hardware, and network for the office. Upgrade hardware as needed, also perform software upgrades.• Converted network infrastructure from 10BASE2 to 100BASET.