Thad Mullis Email & Phone Number

Cary, Nc 27511

• Developed a business offering customized training and consultation services in communications and network solutions, sales and performance based training.• Utilized expertise in Customer Service specialized around Call Center Management, applications, sales and services.• Contracted for the Cingular/AT&T ‘merger and acquisition’ to customize and deliver transitional ‘sales and systems’ training to Customer Call Centers across the country to prepare employees for the cut-over.• Worked with Christopher Newport University to provide PC, Network, and Internet support across the campus, working individually with hundreds of students to ensure secured network access.• Certified as a representative for the Zig Ziglar organization, providing performance-based training and motivational speaking. Invited to speak at his ‘Born to Win’ seminar and to deliver a separate ‘Road to Significance’ seminar.• Licensed work as a NC Real Estate Broker, Loan Officer, and Life Insurance Broker.• Contract assignments included Allied Home Mortgage, AT&T/Cingular, Bandwidth, CGS, Christopher Newport University, IBM, Innovatia, New Horizons, North American Senior Benefits, Nortel Networks, SAIC, Telcordia Technologies, Wake County Government, and Wake County School Systems.

Cary, Nc 27518

• Provided ongoing Customer Service, Training and Support; including business process development, course development, documentation, implementation, testing and training for use with our Asset Management software.• Partnered with national and international customers to develop and document Standard Operating Procedures (SOPs) to meet internal business needs; mapping requirements into formal business processes and applying as ‘Best Practices’ with our Asset Management software.• Delivered customized training and support for new and existing Customers, as well as new internal employees, to include the use of ‘Advanced Reporting’ features as integrated into Excel for use with Pivot Tables.• Developed/updated documentation for Business Process Flows, Customer Support, System Administration, and Training (online and onsite).• Worked as the Subject Matter Expert (SME) to maintain the online Help System using Adobe RoboHelp.

Cary, Nc

• Served as managing technical instructor responsible for the coordination, development, updates, implementation, and facilitation of telecommunication courses for Telcordia, Innovatia, Nortel Networks and their associated Customers; including set-up and maintenance of all associated lab/classroom equipment and configurations.• Built and delivered courses that addressed various aspects of high-volume Call Centers including telephony and non-telephony features, applications, services, protocols, trouble-shooting and management capabilities.• Delivered courses remotely, in-house and at customer on-sites, including Automatic Call Distribution, Call Center Management, Computer Telephony Integration, Management Information Systems, and Network Protocols.• Coordinated among four companies, after the 9/11 attacks, to provide customized training for the Comm Team at Patrick’s Air Force Base for implementation of new CTI equipment to be utilized with their medical services.• Reviewed, updated, and developed courseware. Coordinated and maintained all lab/classroom equipment and configurations. Provided optional ‘live-on-line’, web-based training for selected course material.• Received Telcordia’s AIP Award for my dedicated work effort and my team received the Telcordia CEO’s Award of 2001 for the successful implementation of the Innovatia Project.

Raleigh, Nc

• Served as senior technical instructor working to design, document, update, and facilitate telecommunication courses for internal and external customers. Courses were delivered in-house, online, and onsite within the US and abroad.• Courses focused on Call Center solutions including: Automatic Call Distribution and Network ACD, Call Center Management Information Systems, CompuCALL, Intelligent Call Management, ISDN, Symposium Call Center Servers, Service Orders, Service Orders via Remote Access Learning technology, TCP/IP and X.25 protocols. • Served as the ‘subject matter expert’ for each course, reviewing design documentation, updating courseware and maintaining all lab/classroom equipment and configurations. • Developed three new 40-hour courses for the product release of the DMS Computer Telephony Integration (CTI) Symposium Call Center Server, including the order, installation, and setup of equipment for a Customer Demo site.• Coordinated with the graphics and publishing departments to ensure consistency of all training materials.

Rtp, Nc

• Provided 1st and 2nd tier Customer Support and Consultation for Call Center Management and Information Systems; including system configurations, real-time updates, load management, resource planning, forecasting, scheduling, and historical reporting (utilizing Nortel’s DMS-100 telephone switching system, RT1000 UNIX-based MIS, and SQL databases).• Managed onsite visits for new installations and upgrades, verification office tests and emergency recoveries.• Responded to system outages and degradations within Customer expectations. Provided onsite consultation and training services for Regional Support and Customers within the United States, the United Kingdom and Australia.• Worked with training and documentation departments to ensure proper training and documentation was available for new product releases and to assist peers in their development of technical expertise.• Collaborated with design and verification groups in ongoing development and testing of new features and releases.• Designed test plans for verification and validation of the NACD/RT1000 MIS.• Offered a ‘field perspective’ and feedback to product line management and marketing primes.• Facilitated mandated ‘Leadership thru Feedback’ courses within the Customer Technology organization. • Served on the Customer Technology’s Communication Team and Medical Response Team.

Rtp, Nc

• Assisted in design, acquisition, beta testing and maintenance of complex heterogeneous networks.• Provided technical support for end-users, system maintenance, network access, and remote communications.• Processed purchase requisitions and capital funds appropriations.

Raleigh, Nc

• Facilitated computer programming courses in COBOL, RPG III, and Advanced RPG III.

Bachelor’S Degree, Computer Science & Engineering

Activities and Societies: • Student Member of NC Society of Professional Engineers • Band Manager & Percussion Section Leader for NCSU.

High School, College/University Preparatory And Advanced High School/Secondary Diploma Program

Activities and Societies: * Member of the Marching band, Jazz band, and Symphonic band. * Served as percussion Section Leader. * Member.

High School, College/University Preparatory And Advanced High School/Secondary Diploma Program

Activities and Societies: * Member of the famous Lenoir High Marching and Symphonic bands. * Member of the Motorcycle / Dirt Bike Club. *.