Tim Kolasa Email & Phone Number

Southfield, Michigan

System Administration and Project Management for Voice and Telephony Services. OpenScape Unify (formerly Siemens) VOIP systems, OpenScape Voice, OpenScape Contact Center, and Xpressions Voicemail.

Technical support provided over phone, remote, and in-person when required, as well as providing product maintenance. Consultation for hardware and software purchasing decisions for clients based on needs. Specialization in data backup/recovery, re-installs, wired and wireless networking.

Wixom, Mi

• First-line support for troubleshooting and solutions for routing, switching, wireless, VOIP, and physical security logistics. Troubleshooting tickets for small, medium, and large environments.• Assessment, troubleshooting, and solutions based to meet SLA requirements. Responding to customer emergencies and coordinating or escalating as required. Remote troubleshooting via WebEx and onsite equipment replacement as required by SLA.• Major concentration in voice over IP troubleshooting supporting Cisco CUCM, Unity Connection, UCCX, H323 and MGCP voice gateways, SIP trunks, analog, and third party paging applications. Punch down, tone and troubleshooting analog lines.• Moves, adds, changes as requested, especially for Managed Services customers. Customization of call scripting, call handlers and greetings. IP Phone wallpaper and ringtone customization.• Project planning and field augmentation assistance as required during heavy periods. Onsite smart hands and completing complex autonomous projects with minimal supervision. Ensuring project deadlines met.• Planned after-hours patching, upgrading, and emergency disaster recovery of multiple Cisco voice products, IP phones routers, switches, WAVE, MCS and UCS servers.• Troubleshooting escalations from Managed Services team based on skill set.• Coordinating with Cisco TAC for additional troubleshooting assistance, including RMA.Maintenance Warehouse Coordinator• Responsible for maintaining and ensuring proper organization, stock, and backfill of parts depot for maintenance contract customers on a regular basis in accordance with SLA agreements.• Coordinating and verifying with remote offices for customer coverage, shipping, and fulfillment to meet customer SLA agreements. Ad-hoc assistance for non-maintenance customers as required.• Ground and air travel for delivery to customers for repair and/or replacement to meet SLA, many times at very short notice. Coordinating RMA returns from customer sites.

• First-line support for troubleshooting and solutions for routing, switching, wireless, VOIP, and physical security logistics. Troubleshooting tickets for small, medium, and large environments.• Assessment, troubleshooting, and solutions based to meet SLA requirements. Responding to customer emergencies and coordinating or escalating as required. Remote troubleshooting via WebEx and onsite equipment replacement as required by SLA.• Major concentration in voice over IP troubleshooting supporting Cisco CUCM, Unity Connection, UCCX, H323 and MGCP voice gateways, SIP trunks, analog, and third party paging applications. Punch down, tone and troubleshooting analog lines.• Moves, adds, changes as requested, especially for Managed Services customers. Customization of call scripting, call handlers and greetings. IP Phone wallpaper and ringtone customization.• Project planning and field augmentation assistance as required during heavy periods. Onsite smart hands and completing complex autonomous projects with minimal supervision. Ensuring project deadlines met.• Planned after-hours patching, upgrading, and emergency disaster recovery of multiple Cisco voice products, IP phones routers, switches, WAVE, MCS and UCS servers.• Troubleshooting escalations from Managed Services team based on skill set.• Coordinating with Cisco TAC for additional troubleshooting assistance, including RMA.Maintenance Warehouse Coordinator• Responsible for maintaining and ensuring proper organization, stock, and backfill of parts depot for maintenance contract customers on a regular basis in accordance with SLA agreements.• Coordinating and verifying with remote offices for customer coverage, shipping, and fulfillment to meet customer SLA agreements. Ad-hoc assistance for non-maintenance customers as required.• Ground and air travel for delivery to customers for repair and/or replacement to meet SLA, many times at very short notice. Coordinating RMA returns from customer sites.

Windows OS and Microsoft Office

Cisco VOIP Technician administering:Cisco Call Manager 3.3 and 7.1Cisco Emergency ResponderInformaCast Emergency NotificationCisco UCCX ACDCisco Unity VoicemailSchoolMessengerAPC and Symmetra UPS Backup UnitsAnalog Phone Installs• Hardware and software support of college-wide Cisco VOIP and voicemail phone systems.• Maintained Cisco VOIP databases for 3,000 devices including Call Manager, Unity Connection, call handlers, IPCC/UCCX Automatic Call Distribution, Cisco Emergency Responder, Meeting Place Express, InformaCast, and SchoolMessenger integration. Server maintenance and patching when required. Conference call scheduling for VIP’s.• Maintained more than 10 ACD call queues to ensure that interruption to college business was kept to minimal levels.• Provide written and verbal training support to users regarding voicemail and telephone features.• Followed and enforced departmental practices and policies when deploying telephony hardware, services, and software. Assisted with enforcement of software license agreements.• Maintained detailed records including hardware inventory and departmental network drive as well as Matsch Call Detail Record system.• Internal project management and planning. Coordinated and managed requests for moves, adds, and changes collaborating with other departments when necessary.• Collaborated with outside vendors and contractors to accomplish projects and planned work. Toned out and cross-connected analog phone lines installed by vendors. Troubleshoot and maintain emergency blue light phones as well as elevator emergency phones. Installation and wiring of emergency panic buttons for VIP’s.• Creation of documentation and training for college staff. Assisted VIP’s with email, voicemail, and device access from personal cellular devices.• Part time employee supervision and training.

PC hardware and software technical support.

Telecommunications, Broadcasting

Activities and Societies: WHFR 89.3 Radio (Production Manager and DJ), HFCC Film Club, Cisco Academy

Information Technology

Courses included A/V broadcasting, Linux, and film photography.

Bachelor Of Fine Arts (Bfa)

Education record

Activities and Societies: CCNA Academy