Call Center Project Manager

MALACHI C. BROWN

**** *** ****** ***., **, #*** • Washington, DC 20003 • 214-***-****

ad7d6h@r.postjobfree.com

SUMMARY

Over twenty years of experience in IT (Voice) systems, auditing, installation, maintenance, and daily operations in central and remote offices for medium to large companies. Major strengths include workflow production, project management, training, and system programming. Technical expertise in Cisco, Avaya, Siemens, and Nortel products.

TECHNICAL SKILLS

Hardware: Avaya G3r, G3si, 8700 servers, Avaya Gateways 450, 650, 700, Avaya Definity Prologix, Intuity Audix, Tadiran, T3, 8410 B, 8410 D, 8434, 2420 & 6400 digital phones, 4600 & 9600 Series IP Phones, Siemens Hicom 300, Siemens Model 80 EP, Siemens Model 30 EP, Phonemail, Optiset E Advance, RP 624, Nortel BCM and Key Systems, Valcom, and Polycom video conferencing.

Software: Cisco Call Manager, Cisco, Unity, Avaya CenterVu Supervisor, Avaya CMS Administration, Avaya Contact Center Applications, Avaya System Administration, Avaya Aura Communications Manager, Avaya System Manager, Avaya Session Manager, Avaya One-X, Avaya Modular Messaging, Vantive, Magic, Remedy, Service Now, and Microsoft Windows.

PROFESSIONAL EXPERIENCE

AT&T Washington, DC Feb. 2020 - Present

Project Manager

Responsible for the coordination and completion of the Department of State Call Center projects on time, within budget, and scope.

•Oversee all aspects of Call Center projects including managing deadlines, assigning tasks, monitoring and summarizing progress of project.

•Work directly with engineering teams and customers to ensure deliverables fall within the applicable scope and budget.

•Utilize call volume and workload demand historical trends to develop models for forecasting future contact volumes while accounting for planned and unplanned events.

•Coordinate with other departments to ensure all aspects of each project are compatible.

•Coordinate internal resources and third parties/vendors for the execution of projects.

•Develop project plans to monitor and track progress.

•Prepare reports for upper management regarding the status of a project.

•Manage the relationship with the client and all stakeholders.

•Perform risk management to minimize project risks.

•Meet with customers to take detailed ordering briefs and clarify specific requirements of each project.

INSIGHT GLOBAL (AT&T - Office of the Comptroller of the Currency) Washington, DC Feb.2018-Feb.2020

Technical Project Manager

Responsible for managing the Dept. of Treasury at the OCC complex IP telephony project and operational tasks supporting Avaya Aura (Red) suite tools.

•Provided technical knowledge and skill using Avaya and Cisco voice applications in an enterprise environment.

•Provided Avaya platform administration for moves, adds, and changes.

•Translated customer requirements into formal agreements and plans to culminate in successful execution meeting business objectives.

•Worked with customer and the support team to identify business requirements and develop proposed solutions and deployment plans.

•Managed operations and maintenance of Avaya enterprise voice networks from the desktop to the core.

•Led cradle to grave life-cycle process from initial technical response through development, test, and final delivery.

•Formulated partnerships between customers, suppliers, and staff.

•Identified risk and developed mitigation strategies for new and existing projects.

SOFTWORLD, INC. (Avaya Government Solutions) Columbia, MD Jan. 2017 – Jan. 2018

Senior Telecommunications Engineer/Programmer

Provided Avaya Government Solutions with integrated Avaya Aura Communication solutions utilizing Communication Manager, System Manager, Session Manager, and Voice Mail in a SIP environment.

•Programmed and implemented professional services support on ACM (Avaya Communication Manager).

•Expanded Aura features to new customers including stations, trunking, ARS, AAR, UDP, CORs, COS, Hunt groups, coverage paths, VDN’s, vectors, announcements, and all other associated system features.

•Maintained integrity of resource tracking documents.

•Maintained and developed programming automation tools.

•Provisioned new phones, users, mailboxes, E911 and utilized the following: System Manager, Communication Manager, Aura Messaging, Session Manager, ESNA voicemail, and AVST messaging.

•Project lead in the programming and testing of The House of Representatives implementation project.

SAIC (General Services Administration) Washington, DC Jan. 2013 – Dec. 2016

Senior Telecommunications Engineer

Provided General Services Administration consultative, day to day operation and technical support on all Avaya/Call Center applications, features, and programs designed to meet business needs of its end users.

•Led the design, implementation, and monitoring of the Avaya Infrastructure, including Avaya PBX Systems and Avaya 8700 Media Servers.

•Supported telephone connectivity, set configuration, voice mail and telecom applications including call recording.

•Provided architectural support and high-level analysis for Avaya systems and components.

•Made recommendations for improvements and the development of technical standards.

•Worked closely with Call Center staff to ensure Service Level Agreements (SLA) are met.

•Provided client support via phone and email in a timely resolution via Service Now Ticketing System.

•Performed telecom hardware/software modifications as well as upgrades to meet specific needs.

•Conducted analysis, prepared reports, and worked on project implementation.

•Designed Avaya solutions that maximize the sharing of applications, information, and resources.

•Assisted with procurement of Avaya-related hardware, software, and services.

•Investigated and resolved problems, inefficiencies, and performance issues. Manage MAC and troubleshooting.

•Researched emerging Avaya Call Center technologies and makes recommendations based on business needs.

•Scheduled and coordinated installation and maintenance of standard Avaya software/hardware on the network and ensures compatibility with existing infrastructure.

•Configured system monitoring and alert tools to ensure system availability is maintained.

OFFICE OF THE CHIEF TECHNOLOGY OFFICER – D.C. GOV’T Washington, D.C. June 2005 - Jan. 2013

Telecommunications Engineer

Analyzed complex telecommunications issues associated with Avaya PBX S8700, S8300, Modular Messaging, and VOIP network. Developed, improved, maintained, and implemented corrective action to resolve all telecom issues.

•Ensured company solutions are integrated with the customer’s system and continue stability.

•Major project responsibilities included completing the provisioning work in stations, intercom groups, call trees, and voice mail boxes to ensure successful cutovers during conversion from Verizon to DC-Net.

•Notified appropriate teams for trouble resolution; recommends actions that need to be taken to repair teams; performs repairs if no team is assigned.

•Reviewed the strategic design of a customer’s network by translating business needs into technical system solutions, participating in the evaluation of the customer’s systems, and ensures the technical correctness and completeness of an integrated systems design.

•Performed day-to-day operations in supporting moves, adds, and changes.

•Provided first level knowledge and support to Help Desk Call Center.

•Created status reports for sponsors and stakeholders and presented project status to upper management.

RIGGS BANK, N.A. Washington, D.C. April 2004 – June 2005

Telephony Support Engineer

Analyzed and resolved complex hardware and software problems. Provided first level problem resolution, escalation, and tracking. Setup of workstations/devices, repair/eliminate equipment problems, and resolve compatibility issues.

•Resolved problems using electronic or software tools, manuals, and technical support documentation.

•Identified problem trends and possible solutions.

•Performed remedial repair and preventative maintenance.

•Installed manufacturers engineering and field change orders.

•Performed hardware installation, de-installation, and relocation.

•Customized telecommunications hardware and software to comply with organizational standards.

•Familiarized clients with basic hardware and peripheral device operation.

•Served as technical resource and mentor to other Client Services personnel.

GANNETT CO., INC. McLean, VA Feb. 2003 – April 2004

Telecommunications Analyst

Analyzed, recommended, and implemented voice network services and voice telecommunication systems for Gannett and USA Today field units, as well as corporate.

•Responded to field unit requests for assistance with telecommunication system configuration and/or service issues.

•Responded to field unit requests for network service cost comparisons, periodically consulted with network service providers to optimize field unit cost/service performance.

•Responded to field unit requests for network audits, reports on findings and assists with implementation of solutions as necessary.

•Assisted the Telecommunications Consultant, the Telecommunications Sr. Analyst, and the Manager with the coordination of field system installations/upgrades and preparation of expense budgets.

•Negotiated and managed network contracts.

i2 TECHNOLOGIES, INC. Dallas, TX June 1999 - Dec. 2002

Telecommunications Analyst

Analyzed, provisioned, and implemented voice services including long distance, 800, local, Centrex, point-to-point circuits, and network local loops.

•Provided day-to day telecommunication field support on Siemens PBX systems, Siemens Voice Mail, and Lucent Systems exceeding IT performance guidelines by 90%.

•Reviewed cases/trouble tickets for root cause and trend analysis, providing findings to engineering team for redesign.

•Acquired and installed telecom. software and hardware based on project guidelines.

•Conducted detailed site surveys with multiple vendors and internal management to ensure project implementation was completed on time and within budget.

•Accomplished a year long campaign in converting over 20 sites from Siemens to Avaya telecom. equipment.

•Acted as a consultant and/or resource to customers for voice development or voice system projects.

•Maintained equipment tracking inventories for all telecommunications hardware and software system wide.

•Trained new hires on orientation over telecommunication processes and procedures.

•Provided 24x7 on-call support for business-critical issues (switch and circuit outages).

EDUCATION

M.B.A., 2003 – BAYLOR UNIVERSITY, Waco, Texas

B.B.A., 1994 – Management, LANGSTON UNIVERSITY, Langston, Oklahoma, Cum Laude

Clearance

Public Trust

Certifications

Avaya Technologies: Definity ECS G3/SI Installation and Maintenance, ARS, and Site Admin. Upgrade

Siemens: HICOM 300E – CS Moves, Adds, and Changes – Models 30/80, Ver. 6.4

Northern Telecom.: Norstar Modular Installation, Operation, Maintenance and Database

Global Knowledge: Project Management I for IT Professionals

Clemson University: Slashing Your Facility’s Utility Bills

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