Andrew West
Haddon Heights,NJ
Overview
28
28
years of professional experience
Work History
Director of Call Delivery Services
OneMain Financial
09.2023 - 10.2024
- Lead a 16 person organization of 2 teams: Call Delivery and Call Delivery Enterprise Management
- Call Delivery (Team 1) responsibilities: support, engineering and solutions for an Alvaria (Noble) dialer
- Call Delivery Enterprise Management (Team 2) responsibilities: support of the call center including real time management of all agents, queues, pacing, real time dashboards and metrics
- Individual responsibilities: Employee management via Workday, weekly one on ones with all members of Team 1, direct one on one with Manager of Team 2, development then implementation of new inventory system, strategy, guidance, motivation, direction and protection for both teams.
Engineering Manager
Blizzard Entertainment
12.2021 - 02.2023
- Manager of the Activision, Blizzard, King Global Real Time Communications Team
- Team responsibilities included Unified Communications, Zoom, Parsec, Legacy Telecom, Call Center, Video Conferencing, Audio Visual, Meeting Room Experience and Cellular support across the Activision, Blizzard and King global organization
- 9 Direct Reports in the UK, Spain and North America
- Activision - 2 Engineers and 1 Support Blizzard - 2 Engineers and 1 Support King - 3 Engineers
Engineering Manager
Blizzard Entertainment
02.2021 - 12.2021
- Manager of the Blizzard Real Time Communications Team
- Team responsibilities included Zoom, Parsec Unified Communications, Legacy Telecom, Call Center, Video Conferencing, Audio Visual, Cellular support across Blizzard
- 3 Direct Reports located in the US and France
- Blizzard - 2 Engineers, 1 Support
Lead Telecom Engineer
Blizzard Entertainment
08.2018 - 02.2021
- Lead engineer responsible for the engineering of a multi-cluster + Webex Teams + Expressway deployment
- Lead engineer on CUCM , SME , Unity Connection , VCS-E, VCS-C, TMS and CMS deployments
- Lead engineer on VMN (Video Mesh Node) and full Webex deployment Cisco Collab Endpoints - 88xx, 79xx , Webex Teams, Room Kits Primary targets are leading and improving the performance of other members that are on the team
Principal Collaboration Engineer
Children’s Hospital of Philadelphia
Philadelphia
11.2010 - 08.2018
- Principal Engineer for ongoing conversion from a legacy Nortel TDM SL100, CS2100, CS1k, Option 11 infrastructure to a full stack Cisco Collaboration deployment
- Principal Engineer for ongoing architecture, design, resource management and delivery of all new facilities buildings + projects
- Cisco Collaboration Infrastructure - Enterprise License Agreement, CUCM, Unity Connection, IMP, TFTP|Proxy TFTP, ELM, PLM, Webex SaaS, RTMT, Prime Collaboration Assurance and Analytics Cisco Collab Endpoints - 8851, 8832, 8831, 8961, 7965, 3905, IP Communicator, Jabber, Webex Teams, 8821|7925 WiFi phones, 3rd Part SIP devices Cisco Contact Center - PCCE 11.6(1) and 10.5(3), ICM, CVP, VXML, Finesse , CUIC , ECE and SocialMiner
- Cisco Collaboration Hardware - UCS B and C, BE7K, ESXi, 3945e, 3925e, ISR2921, ISR4431, VG224, VG310 Cisco Telepresence - Expressway, VCS-C, VCS-E, TMS, MCU Cisco Telepresence Endpoints - DX80, DX70, DX650, EX90, SX10, SX20, SX60 , SX80, MX200, MX300 PSTN|Telco – PRI, P2P, SIP, POTS, DID, Toll Free , Verizon, Comcast Collaboration Protocols|Codecs|APIs – VOIP, TDM, SIP, T.38 FAX, SCCP, H.323 , ICT, MGCP, CUBE, SRST, Analog, Multicast|Unicast, G.711, G.729 CTI, JTAPI, AXL, REST Call Recording - ZOOM International, Calabrio, Encore, BiB (Network recording) Troubleshooting - Wireshark , Notepad ++, TranslatorX, Splunk, SolarWinds Cisco Ecosystem|Integrations – MWI over SIP GWY, MSFT S4B, Calabrio Speech Analytics & EWFM, Informacast (Singlewire) Mass Notification, Blynclight , Metropolis CDR, Rauland Borg Nursecall, Vocera(Extension), Ascom, RMG (Symon) Partnerships|Misc – Cisco Live US, Cisco Collaboration BU, Account Team, TAC , Presidio and Learning Credits
Telecommunications Engineer
NCO Financial Systems
Horsham
01.2005 - 10.2010
- Installation, support, admin|MAC of Avaya PBXs(multiple versions) Installation, support, admin of Avaya Voice Mail and CMS systems Design, support, admin|MAC of Avaya based VOIP systems Installation, support, admin|MAC of Nortel PBXs (11c and 81c) Installation, support, admin|MAC of Nortel MerMail, CallPilot and Symposium Support and admin of Aspect ACD systems Design, support, admin, installation of Verint and NICE Call recording systems integrating with both Avaya and Nortel Design, support, installation of all Telco services including T1|DS3|Toll-free Enterprise lead on design, support, installation of Symon Readerboard System
Information Systems Engineer
L-3 Communications (CSE)
Camden
03.2000 - 11.2005
- Support of Department of Defense classified telcomm|network infrastructure and projects Installation , support, admin|MACD of Avaya G3 PBX Installation, support , admin|MACD of Avaya Audix Voice Mail Wiring support including punch downs, moves and new cross-connects
Telecom Administrator
MicroWarehouse, Inc
Gibbsboro
09.1996 - 02.2000
- Installation, support, admin|MACD of Nortel Option 81c PBX Installation, support, admin|MACD of Nortel MerMail Primary design and support of Nortel Open and Integrated IVR
Timeline
Director of Call Delivery Services
OneMain Financial
09.2023 - 10.2024
Engineering Manager
Blizzard Entertainment
12.2021 - 02.2023
Engineering Manager
Blizzard Entertainment
02.2021 - 12.2021
Lead Telecom Engineer
Blizzard Entertainment
08.2018 - 02.2021
Principal Collaboration Engineer
Children’s Hospital of Philadelphia
11.2010 - 08.2018
Telecommunications Engineer
NCO Financial Systems
01.2005 - 10.2010
Information Systems Engineer
L-3 Communications (CSE)
03.2000 - 11.2005
Telecom Administrator
MicroWarehouse, Inc
09.1996 - 02.2000
Similar Profiles
Zach BoulwareZach Boulware
PLS SR. / Branch Manager /District Manager at Onemain Financial Inc. Onemain FinancialPLS SR. / Branch Manager /District Manager at Onemain Financial Inc. Onemain Financial
Lindsay WineLindsay Wine
Senior Loan Specialist at OneMain Financial GroupSenior Loan Specialist at OneMain Financial Group
John RomeroJohn Romero
Branch Manager - Relief District Manager at OneMain FinancialBranch Manager - Relief District Manager at OneMain Financial
Jessica PaulsenJessica Paulsen
Branch Manager at OneMain FinancialBranch Manager at OneMain Financial
Carol MagrinoCarol Magrino
Counseling Intern at CCCRDCounseling Intern at CCCRD