Description
18+ years of hands on experience working with Information Technology ranging from analyst / support, hardware / software troubleshooting, Project Management, and server administration. Skilled in the support of Cisco CUCM versions 11.x and 10.x, and CUC 11.x and 10.x versions. * Experienced in managing projects and tasks relating to Cisco VoIP to include hardware and software upgrades, end-points to include 79/88 series phones, IP communicator and Jabber. * Hands on experience working with hardware/software troubleshooting and in store repair, hardware installation, Operating System installation and configuration. * Technician performing PC setup and software updates for various companies. * Excellent experience in completing research, technical writing, white paper development, document management and editing. * Excellent knowledge of Cisco Call Center environments to include call routing, Cisco Agent Desktop, and Finesse agent desktop, VIM 11.x, Cisco CVP, IVR, ICM, SBC, and Dialer Integrations. * Hands on experience working with key stakeholders and SME's for requirements gathering. * Knowledgeable in PMBOK and Project Management practices, to include SDLC. Experienced working with vendors (equipment, service agreements, TDM/PRI/H.323/SIP services, and toll-free numbers/services). * Experienced working with Change Management managing multiple Call Center IT projects. Able to effectively lead and manage teams, and facilitate project meetings. * Excellent Interpersonal Awareness: Able to build and maintain positive relationships and actively contribute as a member of working teams to achieve company desired results. * Professionally Credible: Takes responsibility for meeting goals, obligations, and solving problems. * Critical Thinker: Able to gather and evaluate information and make appropriate decisions. * Ethical and Trustworthy: Practices openness, inclusiveness and honesty consistently. Skilled instructor, trainer, coach and effective communicator. * Other technology assisted with (TMS, video end-point troubleshooting, VIM reporting, and MSSQL) * Skilled in MS Office 365 e.g. MS Project, OneNote, Outlook, Excel, Word, Visio, PowerPoint presentations. * Familiar with using Wireshark, Splunk, Cisco VPN, Citrix Studio, Remedy, ServiceNow, McAfee, and applications in a Windows workstation environment. * Possess excellent organizational skills and is detail oriented. * Strong written and verbal communication skills. Excellent customer service and teamwork skills. Education/Certifications/Training:
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Td Bank (Merged With Carolina First Bank) | Senior It Build Analyst Senior It Support Analyst | 1/2016 - 1/2019 |
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