Carrie Montgomery

Lead a Voice Infrastructure Support Team of 5 Engineers responsible for the maintenance, development, and support of all on-premise and cloud telecommunications and Call Center Systems.

• Plan, devise, build, configure and commission all telecommunications equipment for entire Health System consisting of 7 hospitals and 150+ remote locations
• Manage staff and ensure all operations, projects and procedures are successful
• Prepare and maintain telecommunications budget, contracts and vendor support
• Manager and technical lead for large migration project of 62 phone legacy phone systems to centralized Cisco Collaboration solution using Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) for voicemail services
• Support migration and porting to SIP Circuits.
• Maintained compliance with company policies, objectives, and communication goals.
• Achieved results by working with staff to meet established targets.

• Provide unified communication engineering support, operational support, and project support for Tower Health's voice network consisting of 62 systems including Cisco, Avaya, Nortel, Mitel, NEC and more
• Support Advanced Avaya Call Center and all peripherals including call recording, reporting, and callback.
• Developed and implemented procedures for preventive maintenance, backup, and data recovery.
• Tested equipment and circuits using various tools and network diagnostic tools.
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
• Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.

• Using AT&T Route It!, configure and implement alternate routing plans supporting project effort to move Toll Free numbers from AT&T Pre-route to Genesys IRD solution
• Perform off-business hours testing of new configurations
• Participate in Project Status, Troubleshooting and Update meetings
• Troubleshoot routing issues in AT&T, Avaya PBX and Genesys Pure Connect
• Deliver daily progress reports and Toll Free Number reports from Route-It as requested
• Assist and train colleagues as needed.
• Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.

• Provide engineering and support for large-scale enterprise wide voice communication call center network supporting Avaya Platform as well as other call center peripherals
• Programmed and maintained large power utility's call center Avaya CM ver 6.2, Avaya AES ver 6, and Avaya CMS R16
• Responsible for all call center lines, IVR, and routing beginning with incoming toll free/local programming of termination points through call lifecycle to skilled agent queues
• Maintained and provided troubleshooting for call center SIP trunking using Avaya System and Session Manager 7.1.2
• Perform server backups and routine maintenance, server upgrades, server and application service issues, packaging of applications, and network integration
• Provide additional contact center design and support including WEST Cloud IVR, NICE NIM Recording, NICE WFM and NPM
• Participate in product research and demonstrations of new call center technologies
• Serve as Team IT Lead for PHI Call Center Support
• Meet NERC and FERC certification requirements
• Serve as technology lead for project initiatives
• Exported system, network and phone number/line information, gathered requirements, documented cut-over information, worked with other support teams and vendors, and followed change management processes to support projects including but not limited to: 8/2014-9/2015 Upgrade from Avaya CM 5.2 to Avaya Aura 6.2 on 2 primary and one ESS server
• 4/2017-8/2017 Migrate 100+ call center servers and all call center clients to new domain after company merger
• 8/2017-1/2018 Refresh 1200+ call center client PCs including testing, application packaging and post refresh support
• 9/2017-1/2019 Migrate 8 Pepco call centers from existing Avaya Aura 6.2 to shared CPOD running Avaya Aura 7.1.3
• Upgrade SIP trunking to allow additional call paths for increased volume
• Upgrade Session Border Controller, System and Session Managers
• Post-upgrade testing and monitoring.
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.

• Provided lead engineering and support for Avaya IP Office Phone System and call center ACD
• Provided technical administration and support of IT Service Workflow systems and processes
• Performed ongoing analysis and design of IT Service Levels, working in coordination with IT Management
• Participated in all IT Service related planning efforts, and coordinate with IT Operations teams
• Created Quotes and Purchase Requests for IT related hardware, software, and services, based on needs of NHS staff
• Coordinated with Corporate Purchasing and Fiscal on processing of all IT Leasing Documentation
• Compile departmental performance/metrics reports, presentations, and documentation
• Worked directly with partners/vendors, providers, and internal NHS departments for IT business needs
• Provided support for project-based initiatives.

• Planned, exported systems data, and prepared post-cut documents for user migration from Legacy Avaya Voicemail systems to new Cisco Unity Voicemail System
• Interfaced with various project teams to compile and disseminate site/mailbox information specifically related to voicemail systems and users
• Worked cross-functionally with other team members and telecom vendors on large project to migrate entire International company to shared Cisco Telecom Platform
• Created and maintained project tracking tools
• Managed sub-projects including building and implementing new site locations in Cisco Unity Voicemail.

• Upgraded all in-house Avaya systemsS8800, SES, Aura R5, ASA VAM Client, CMS, AES, eCAS and Modular Messaging
• When promoted to lead engineer of EMS IVR system, developed new IVR applications for Third Party Clients and created Master Documentation of all call flows using Microsoft Visio
• Wrote evaluation forms for Verint System
• Upgraded Verint
• Decreased telecom costs by leveraging vendors, negotiating contracts, and optimizing call flows and trunks
• Transitioned critical servers to virtual environments
• Supported and configured Avaya S8700 and S8800, including monitoring system's performance and health, upgrades, call center management, patching and firmware updates, and backups
• Was responsible for off-site management of back-up media
• Performed tier 3 problem resolution on all telephony lines, trunks, equipment, peripherals including database connections, trunking, cabling, and ACD
• Supported Modular Messaging including but not limited to monitoring system's performance and health, upgrades, patching, enhanced features, eFAX and back-ups
• Ordered, monitored, and installed system circuits
• Work directly with LECs and CLECs to report and resolve service issues
• Reviewed invoices to ensure accurate billing for new and ongoing telecom services, contracts, maintenance service requests, and capital purchases
• Performed moves, adds, changes, and disconnect activities
• Installed desktop client software for users for call recording (Verint), Dialer (CPSEE, Siemans), EFAX (Modular Messaging) and Avaya Soft phones
• Participated in disaster recovery testing activities including rerouting of all Toll Free traffic
• Worked closely with networking and database support as needed to meet telecom needs and troubleshoot data connections and stored procs
• Provided reports to business using SQL database, Avaya CMS and eCAS
• Provided backup support for data center monitoring, building security and access, and video conferencing.

• Provided support for the design, project management, and implementation of voice system installations, upgrades, and service optimizations
• Managed a voice infrastructure comprising more than 220 locations equipped with Avaya Definity, Partner, IP Office, and Magix systems
• Supported ACD, voice mail, call accounting, and telecommunications infrastructure
• Ensured optimal configuration to support changing business needs
• Assisted with problem tickets and support timely resolution and closure of incidents
• Leveraged partners as necessary
• Participated in the initiative to optimize service level and costs by leveraging bundled vendor service offerings to reduce 800 services, directory assistance, local usage, and long-distance fees
• Reviewed invoices to ensure accurate billing for new telecom service orders, maintenance service requests, and capital purchases performed during conduct of daily activities
• Performed move, add, change, and disconnect activities
• Reviewed configuration and ensured adherence to standards through consistent implementation of voice service capabilities across all centers
• Provided operational and on-call rotation support as required in a 24x7 environment, ensuring the highest level of customer support through proactive problem ownership and management as well as adherence to change management standards.

• Remotely programmed and monitored various Avaya phone systems at multiple locations
• Managed vendor relationships including negotiating contracts for all of company telecommunication needs
• Managed all company land lines and wireless devices including provisioning, troubleshooting, billing, internal documentation, rate plan analyses and adjustments
• Analyzed company business and service requirements and advised Senior Management on potential technology options, especially as they pertained to Telecom needs
• Performed and scheduled all services necessary to install, move, and/or change telephone and data lines as well as Audio Visual Equipment
• Implemented projects for installations of new phone systems and voicemail
• Scheduled technicians and handled help desk call flow and monitoring
• Ensured accurate documentation involving completion of service requests and knowledge base contributions, resolution of issues reported through the help desk, and communication of technical issues with other members of the IT department.