David Reynolds
Denver,CO
Summary
Professional infrastructure expert prepared to drive success in high-stakes environments. Brings valuable experience in managing large-scale infrastructure projects and ensuring operational excellence. Known for fostering team collaboration and adapting to evolving technical requirements, with skills in network design and disaster recovery planning.
Overview
21
21
years of professional experience
Work History
Senior Infrastructure Engineer
Lumen / CenturyLink
01.2003 - 11.2023
- Responsible for ACD Operations, Telephony Infrastructure and Quality Assurance Activities Support on-premise Avaya ACD Operations, recently migrated to Genesys Cloud Enterprise. Supported QFiniti Call recordings, NICE Work Force Management suite and associated reporting. Utilized Zabbix Alarming and Monitoring Software for real-time alarming and management of all environments.
- Transitioned Outbound calling environment from Genesys (on-prem) to Genesys Cloud experience. Able to recreate call experiences using interactive call flows and scripting
- First line support for Agent experience, telephony related, Salesforce interface and Web RTC issues. Provided escalation management for ALL platform related issues and Vendor management.
- Server Support (Windows & Linux) related to the on-prem solutions. Operating System support, application Support & Server hardware troubleshooting and support.
Education
Associate of Science - Computer Science
Community College of Aurora
Aurora, CO05.1990
Skills
- Server and Application Support
- Reduced Footprint in Data Center saving $100k per year by decommissioning unused Servers Avaya On-Prem ACD platform shut down
- Designed and Implemented Outbound Calling Campaigns for Customer Service Experience, alleviating the need to manually generate calls
- Single Point of Contact supporting Legacy Adjunct Applications: QFiniti Call Recording, NICE, WFM platform and Genesys Outbound Dialing
- Established a Zabbix alarm set that used NetCool correlation to dedupify and present highest level alarm for action
- Created a technical Playbook using Wiki technology for use in First Level Contact trouble resolution, Event correlation and escalation protocols
- Microsoft Office Suite expertise: Word, Excel, PowerPoint, Outlook, One Note and Visio
- Data Mining skill: Splunk experience able to identify KPIs of interest and develop searches and dashboards necessary to expose and display data
- Escalation Management: Calm and Organized during stressful situations Able to coordinate events, engage necessary parties and expedite fix actions
- Computer Hardware and Software experience Responsible for desktops and laptops, local and remote situations, network interface experience, able to troubleshoot connectivity issues
Timeline
Senior Infrastructure Engineer
Lumen / CenturyLink
01.2003 - 11.2023
Associate of Science - Computer Science
Community College of Aurora