Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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, GA
05.2012

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

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Chad Rooks