ANDREW MAKULA
Niles,IL
Summary
Telecommunications professional with extensive expertise in unified communications and VoIP implementation. Proven track record in leading complex projects, including decommissioning legacy platforms and optimizing call center operations. Achievements include enhanced operational efficiency and improved business performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr Unified Communications Engineer
Abbvie
North Chicago, USA
07.2022 - Current
- Administration of Microsoft Teams including deployment and support of AudioCode and Polycom teams phones
- Upgraded and deployed Cisco analog gateways across AbbVie environment to enhance communication capabilities.
- Decommissioning of Avaya platform, including moving numbers programming and users to other platforms: Cisco, Teams, Five9
- Administered and supported implementation of changes in Five9 Call Center, including modifications to call flow prompts and reporting.
- Executed porting and transferring of Direct Inward Dialing (DID) numbers to ensure continuity of service during provider transitions.
- Tested new audiocodes phones to ensure compatibility with existing systems.
- Documented changes in communication infrastructure to maintain updated records and support system integrity.
Team Lead Telecom Engineering
Amita Health
Lisle, USA
07.2018 - 06.2022
- Coordinated daily operations, enhancing workflow and service delivery.
- Led weekly and daily team meetings while managing five direct reports.
- Facilitated interdepartmental communication, streamlining processes and resolving issues.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Troubleshot major outages on Cisco voice platform, delivering swift resolutions.
- Managed updates to CUCM patches, versions, and certifications.
- Oversaw administration of Cisco CUBE routers for efficient routing.
- Deployed Cisco analog gateways to enhance connectivity.
- Collaborated with business units to design and modify call centers.
SR Telecom Engineer
ESSENDANT
Deerfield, USA
02.2017 - 06.2018
- Administered Cisco Unified Communication Manager and Unity for optimal performance.
- Provided tier 3 support for escalated Telecom incidents.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Oversaw Skype for Business administration, including implementation and maintenance.
- Set up Avaya G450 gateways across warehouses nationwide for improved connectivity.
- Collaborated in change management meetings with stakeholders to evaluate proposed modifications before implementation.
- Installed, maintained and supported CTI applications.
- Evaluated vendor quotes and purchase orders for cost-effective procurement solutions.
- Oversaw session board controllers to facilitate seamless communication.
- Programmed call center scripts through Cisco CCX to enhance functionality.
Network Field Tech
Altura Communication Solutions
02.2016 - 02.2017
- Installed and configured network equipment at client sites to ensure reliable connectivity.
- Installed, configured, and maintained network hardware components such as routers, switches, access points, and firewalls.
- Installed wiring, cabling and devices to establish, repair and improve network operations.
- Installed and repaired network fiber optic cables, Ethernet cables and other networking cabling and conduits.
- Configured and troubleshot user accounts on network operating systems including Windows Server 2008, 2012, 2016.
- Provided technical support for customers via phone and on-site visits.
- Assisted end users with computer system and network issues, enhancing user experience and minimizing downtime.
- Ensured compliance with industry standards during equipment installations.
- Configured and implemented Avaya 8800 server system templates and session manager.
- Set up and troubleshot Avaya IP Office systems for optimal performance.
- Diagnosed and repaired Avaya Partner systems to ensure functionality.
- Troubleshot AVST voicemail systems, resolving operational issues to maintain communication effectiveness.
- Executed upgrades and maintenance on various Avaya products in the field.
- Performed routine backups of critical data stored on servers or other storage media.
Sr Regional Telecom Engineer
AXA Assistance
Chicago, USA
01.2014 - 12.2015
- Designed telecommunications systems for diverse client needs at AXA Assistance.
- Led implementation of Avaya EMC for email, voice, and chat functionalities.
- Installed, configured and maintained VoIP solutions such as IP PBXs and gateways.
- Upgraded telephony infrastructure, including IQ, CMS, AES, call copy, and various Avaya firmware.
- Configured telephony disaster recovery environment at new data center location.
- Developed and implemented comprehensive maintenance plans ensuring reliability of telecom networks.
- Performed system monitoring and performance tuning of the telecom systems.
- Tested, analyzed and resolved complex hardware and software problems on telecommunication equipment.
- Facilitated collaboration within global insurance division to enhance workflow efficiency.
- Designed and built call centers that enhanced operational efficiency.
Telecom Engineer
CAREER EDUCATION CORPORATION
Schaumberg, USA
01.2012 - 01.2014
- Designed telecommunications infrastructure to support educational programs and services.
- Spearheaded programming and design of large 500+ seat call centers, improving operational efficiency.
- Implemented OrecX call recording for over two dozen educational institutions, enhancing communication monitoring.
- Implemented NICE call recording and analytics, troubleshooting issues with Inova wallboards.
- Administered Cisco CUCM, maintaining optimal performance through proactive support.
- Utilized SolarWinds for equipment monitoring and maintenance to enhance reliability.
- Conducted day-to-day troubleshooting for Avaya automated dialer and associated software.
- Performed setup of Linux cron jobs on Avaya CMS and Avaya AES systems.
- Led creation of custom CMS reports and desk-side scripts for password resets.
Senior Network Analyst (avaya)
ABBOTT LABORATORIES
Abbott Park, USA
01.2009 - 01.2012
- Set up and maintained Verint Workforce Management Suite, ensuring optimal performance and reliability.
- Replaced hardware components, configured servers, and tested software applications to enhance system functionality.
- Integrated Verasmart 9.1 call accounting server into Avaya environment.
- Directed implementation of Avaya Contact Center Express within IT help desk.
- Supported Avaya Interaction Center through system updates and troubleshooting, improving service reliability.
- Orchestrated cradle-to-grave design and implementation of new Avaya call centers across Latin America, Europe, and the USA.
- Contributed to operations of Fortune 200 company with over 70,000 employees in global healthcare solutions.
Telecom Engineer
CAREERBUILDER
Chicago, USA
01.2007 - 01.2009
- Monitored and tuned telecom systems for optimal performance.
- Installed, maintained and supported SIP applications.
- Troubleshot upgrades for Avaya 8700 Series S8300 and 8500 servers with media gateways.
- Configured boards in Avaya environment, including IPSI, MediPro, CLAN, announcements, and analog.
- Programmed Communication Manager using vectors, skills, and hunt groups.
- Executed punch downs and wiring for analog line moves and changes.
- Identified operational areas requiring software and equipment upgrades for enhanced functionality.
- Patched software and firmware with current updates.
- Monitored vendor services to ensure timely delivery of services according to SLAs.
- Procured voice, data, and cabling equipment to strengthen telecommunications infrastructure.
- Led setup and configuration of Verint Witness Contact Store and Viewer.
Education
B.A. - History
University of Illinois
Springfield, IL01-2000
Assoc. - General Science
Lincoln College
Lincoln, IL01-1997
Skills
Unified communications solutions
- Telecommunications troubleshooting
- VoIP implementation and configuration
- Cisco CUCM management
- Microsoft Teams administration
- Telecom engineering
- Telecommunications engineering
- Network configuration and optimization
- Cloud infrastructure
- AudioCodes troubleshooting
- Avaya systems management
- Verint systems management
- Five9 and Genesys expertise
- Call center design
- Technical documentation
- Change management
- VoIP technology
- Unified communications analytics
- Problem solving skills
Certification
- Avaya Certified AIPS
- Avaya Ip Office Platform
- Microsoft Certified System Engineer
- Microsoft Certified System Administrator
- Microsoft Certified System Professional
- Comptia A + Certified Professional
- Comptia Net + Professional
Timeline
Sr Unified Communications Engineer
Abbvie
07.2022 - Current
Team Lead Telecom Engineering
Amita Health
07.2018 - 06.2022
SR Telecom Engineer
ESSENDANT
02.2017 - 06.2018
Network Field Tech
Altura Communication Solutions
02.2016 - 02.2017
Sr Regional Telecom Engineer
AXA Assistance
01.2014 - 12.2015
Telecom Engineer
CAREER EDUCATION CORPORATION
01.2012 - 01.2014
Senior Network Analyst (avaya)
ABBOTT LABORATORIES
01.2009 - 01.2012
Telecom Engineer
CAREERBUILDER
01.2007 - 01.2009
B.A. - History
University of Illinois
Assoc. - General Science
Lincoln College