Summary
Overview
Work History
Education
Skills
Timeline
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Chris Shields

Freedom,WI

Summary

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

33
33
years of professional experience

Work History

Senior VOIP Engineer

Telos Inc
08.2022 - Current
  • Acted as lead Engineer for DOD UC/VOIP installations and support for Government and Military Locations
  • All projects utilized either one, or a mix of Avaya or Cisco on-prem platforms as well as full platforms or adjunct platforms from Genesys, NICE, MS Teams hosted UC solutions.
  • Worked with contractors to ensure project accuracy, timeline and project success.
  • Provide escalation support for issues that arise for installations
  • Worked with both internal and DOD entities to ensure network security and policy requirements on all UC components.
  • Create platform designs and technical writing for all UC CLINS and task orders
  • Streamlined engineering workflows, resulting in improved project delivery timelines.
  • Mentored junior engineers, fostering skill development and knowledge sharing within the team.
  • Collaborated with stakeholders to define project requirements and establish clear objectives.

Consulting Engineer / Tier 4 Engineer

Solera Holdings
06.2021 - 08.2022
  • Mixed environment of Avaya, Cisco and several CcaaS and UcaaS platforms
  • Ran Avaya design, upgrade and stand up platform project – CM5 to CM8
  • Ran the Migration of select lines of business to hosted solutions such as Genesys and NICE
  • Responsible for all designs and proof of concept for builds and migration worldwide
  • Act as mentor to Telecom team for training and escalations
  • Traffic analyses of worldwide systems to make recommendations for growth
  • Reason for leaving : This was known to be a short term position specifically for the duration of the builds and migrations.
  • Led cross-functional projects to enhance system integrations and streamline engineering processes.
  • Mentored junior engineers, fostering skill development and promoting best practices in consulting methodologies.
  • Analyzed complex systems to identify inefficiencies, recommending strategic improvements for operational excellence.
  • Collaborated with stakeholders to define project scopes, ensuring alignment with business objectives and technical requirements.

Sr Avaya Systems Engineer- Government Accounts

Optivor Technology
04.2020 - 06.2021
  • Responsible for Architecture design, Installation and Maintenance of Avaya Platforms on Government Administration and Military sites
  • Managed time and resources for projects that I was designated as lead
  • Worked with Govt Officials and Employees to ensure successful implementations
  • Ensured Server hardening at both Government and Military levels
  • Reason for leaving: I had agreed to up to 30% travel however after a change in Directors I was consistently traveling 70%+. This ended up being a strain on my family

Sr Telecommunications Engineer

Bellin Health
04.2018 - 04.2020
  • Served as Lead Engineer in an Avaya Aura environment
  • Served as Lead Engineer on Cisco UCM/UCCE conversion
  • Created and implemented system designs for remote clinics
  • Ran all integration for acquired companies
  • Set implementation standards for the team
  • Reason for leaving:work force reduction due to COVID

Sr. Telecom Engineer / Manager

Alorica
03.2008 - 03.2018
  • My time there spans 3 different companies thru mergers and acquisitions - APAC Customer services, Expert Global Solutions (EGS) and Alorica. I was chosen as the Engineering Manager throughout all mergers
  • This environment consisted of 300000+ users on Avaya, Cisco and several Hosted solutions over my time there
  • After 9 months I was promoted to manage the newly formed Telecom Engineering Team to handle all infrastructure design, builds and support.
  • Designed and upgraded the existing systems from pre R5 versions through R8 versions as the upgrades were released including new server and gateway stand ups
  • Infrastructure consisted of 8 Avaya CM Systems separated geographically yet interconnected via UDP serving 23 sites both foreign and domestic.
  • Designed and restructured the dial plan between all CM's to eliminate years of expansion issues and plan for future growth.
  • Ran the design and conversion of all incoming circuits to SIP technology.
  • Alorica Merger - I was once again chosen to lead the merged Telecom Engineering team during the merger. This event also triggered the change to a Co-located platform of 17 new Avaya S8800 server pairs on R8 and all associated gateways.
  • Managed a multi national team of engineers and L3 & 4 escalation point for all Telecommunications and Unified Communications issues before escalating to vendors and manufacturers..
  • Reporting RCA up through a corporate structure to upper level management.
  • Monitoring and reporting network and QOS performance related to VOIP traffic and help
  • Design and implement policies to maintain proper network operation and QOS quality.
  • Forecasting budget needs on an annual basis
  • Maintained vendor relationships with carriers and business partners worldwide
  • Reason for Leaving: After the Alorica merger it was clear that myself and my team would be replaced with Alorica's existing team. Myself and several from my team chose to move on as this happened.

Technical Supervisor / Enterprise Systems Engineer

Infinity Technology
12.1999 - 03.2008
  • Technical Supervisor for a vendor company primarily partnered with Avaya and Cisco
  • Management of the Telecommunications Dept including setting training goals for engineers and sales people
  • Review and approve every telecom quote for customer need and accuracy design, installation, and servicing of various Avaya and Cisco products.
  • Consult and assist in the installation of the networking closets and cabling
  • Project Manager for DSL infrastructure Installation and client support for dedicated accounts.
  • Reason for leaving: I was presented with a position that would better advance my career

Communications Specialist / Artilleryman

United States Army / Wisconsin Army National Guard
05.1992 - 05.2001
  • My job in the military consisted of installing, maintaining military,radio, digital microwave, satellite and other communication systems as well as training users on these platforms
  • After active Duty I became an artilleryman in the WIANG where I finished out the remainder of my initial contract with an additional 3 year contract
  • Became a Gun Chief in charge of an M109 Howitzer Crew
  • Ended my enlistment as an E6 – Staff Sargent.

Project Manager-Telecommunications & Structured Cabling

Telstar
05.1998 - 12.1999
  • Responsible for managing three structured cabling crews.
  • Manage structured cabling projects from the sales engineering & design phase to the implementation phase.
  • Integration and service of the Comdial & EIC phone system into the structured cabling systems.
  • Reason for leaving: I took a position that focused more on the platforms rather than cabling.

Owner

Future Communications
04.1995 - 05.1998
  • I began ownership and operation of my business with the installations of cable television and satellite dishes. I eventually broadened my offerings to include residential per-wiring of cable, phone, in wall speaker systems, alarm systems & commercial structured cabling systems.
  • Built the company to consist of 13 employees and trucks
  • Reason for leaving: I built this company to a point that I attracted a buyer and sold the company.

Education

ACAI - Avaya Aura Communication Application Integration

Avaya Learning

Avaya ACSS - Avaya Aura Communications Infrastructure

Avaya Learning

Avaya ADRA - Avaya Design Readiness Associate

Avaya Learning

Vocational Diploma - Metallurgy

Chippewa Valley Technical College
Eau Claire, WI
05-1995

Military Training - 31K Field Communications Technician MOS School, US Army Airborne School,12B Cannon Crew Member School, PLDC – Army Leadership School, BNOC - Basic Non commissioned Officer Course

United States Army
Various Bases

Skills

  • Avaya Aura System platforms - Communication Manager, System Manager, Session Manager, Border Controllers, Oceana, Breeze, AVP, ESXI, Contact Center, AES, CMS and Voice Mail Systems
  • Cisco- UCM and UCCE System Platforms, Cisco Switches, Wireless & Routers
  • Hosted Solutions – Nice CX1, Ring Central, Genesys, Netrix
  • Server platforms – Windows, Linux, VmWare ESXI
  • Trunking – SIP, TDM, DS1, DS3, OC3-OC48, CO
  • Project planning
  • Technical reporting
  • Engineering documentation
  • System troubleshooting
  • Root-cause analysis
  • Technical writing
  • Process improvement
  • System design
  • Project estimation
  • Collaborative design

Timeline

Senior VOIP Engineer

Telos Inc
08.2022 - Current

Consulting Engineer / Tier 4 Engineer

Solera Holdings
06.2021 - 08.2022

Sr Avaya Systems Engineer- Government Accounts

Optivor Technology
04.2020 - 06.2021

Sr Telecommunications Engineer

Bellin Health
04.2018 - 04.2020

Sr. Telecom Engineer / Manager

Alorica
03.2008 - 03.2018

Technical Supervisor / Enterprise Systems Engineer

Infinity Technology
12.1999 - 03.2008

Project Manager-Telecommunications & Structured Cabling

Telstar
05.1998 - 12.1999

Owner

Future Communications
04.1995 - 05.1998

Communications Specialist / Artilleryman

United States Army / Wisconsin Army National Guard
05.1992 - 05.2001

ACAI - Avaya Aura Communication Application Integration

Avaya Learning

Avaya ACSS - Avaya Aura Communications Infrastructure

Avaya Learning

Avaya ADRA - Avaya Design Readiness Associate

Avaya Learning

Vocational Diploma - Metallurgy

Chippewa Valley Technical College

Military Training - 31K Field Communications Technician MOS School, US Army Airborne School,12B Cannon Crew Member School, PLDC – Army Leadership School, BNOC - Basic Non commissioned Officer Course

United States Army

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