Chad Rooks
Alpharetta,GA
Summary
Senior Systems Engineer responsible for the implementation, stability, integrity, and efficient operation of multiple Verizon IT Systems. Leading diverse and dynamic teams while deploying proven Agile methodologies through the software deployment lifecycle
- Verint FTR and WFM Enterprise Platforms
- IEX WFM System
- Cisco ICM Call Management Systems
- Vision Billing System
Overview
24
24
years of professional experience
Work History
Senior Systems Engineer
Verizon Wireless
Alpharetta, United States
09.2008 - 06.2023
- Responsible for the day-to-day operation and maintenance of the Verint Full Time Recording and Workforce Management Enterprise Platform, deployed at all Verizon Contact Centers.
- Engineered the installation, configuration, and integration of all new software releases to support product enhancement and mitigation of security risks and vulnerabilities.
- Managed all aspects of data encryption and security protocols utilizing industry standards of TLS 1.2 and Digital SSL administration.
- Co-developed a comprehensive disaster recovery plan and implemented a robust Active/Active Production Environment to minimize downtime in the event of a crisis.
- Enhanced system security by designing and deploying effective firewall monitoring, continually scanning for access anomalies.
- Collaborated with cross-functional teams to deliver innovative solutions for business needs.
MTS IV Call Center Technologies
Verizon Wireless
Alpharetta, United States
09.2000 - 09.2008
- Responsible for call route design, implementation, and maintenance of inbound toll free and LEC traffic for Verizon Wireless’ Call Centers.
- Managed all aspects of the AT&T Route It, Aspect/Rockwell Spectrum, and CISCO ICM/UCCE Routing Infrastructures.
- Supported the migration from traditional LECs to VOIP for integration of Cisco peripheral gateways.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques by determining long interaction drivers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets and driving revenue growth.
Engineer – Fraud Technologies
GTE Wireless
09.1999 - 06.2020
- Responsible for the Fraud Technologies deployed by GTE Wireless to include A-Key/Authentication Databases, SPINA, and RF Fingerprinting
- Monitored and maintained SS7 Networking compliance for roaming partners via Visibility and Roamer Database Infrastructures to ensure lower network costs
- Partnered with selected vendors to test and maintain proper connectivity for RF Fingerprinting to include System Control Centers, RTAS, and Cell Site RFU units to ensure constant fraud protection
- Implemented SPINA Technology throughout Verizon Wireless’ Great Lakes Region to expand roaming capability for the former Central Area customer base
- Served as Technology Team Member on the Alltel Divestiture Committee (OPUS) to include logical database splits, continued network connectivity, and support for designated systems Transitional Service Agreements
Education
Bachelor of Science - Business Administration And Management
Reinhardt University
Waleska, GA05.2012
Skills
- Infrastructure Management
- Software
- Security Maven
- Six Sigma Green Belt
Timeline
Senior Systems Engineer
Verizon Wireless
09.2008 - 06.2023
MTS IV Call Center Technologies
Verizon Wireless
09.2000 - 09.2008
Engineer – Fraud Technologies
GTE Wireless
09.1999 - 06.2020
Bachelor of Science - Business Administration And Management
Reinhardt University