Donna Hanley

• Technical Product Owner for Geico Enterprise Webex supporting customer experience with Webex.
• Nominated to Cisco's Webex Expert Group.

Webex Infrastructure and Security

• Managed Expressways for meetings callback for upgrades, certificates, SSM for smart licensing, and troubleshooting.
• Managed Edge Audio troubleshooting.
• Managed Directory Connector for LDAP into Control Hub.
• Leveraged Control hub for enterprise licenses, organizational settings, Analytics, troubleshooting and reporting.
• Managed Control Hub SP and iDP certificate renewals.
• Created and submitted all Risk Assessments for Webex Product including Webex App, Slido, Vidcast, Meetings, Webex Scheduler.

Webex Collaboration:

• Successfully integrated collaboration tools including Webex Events\Socio, Vidcast, Slido, Webex Scheduler, and alerting via RSS feeds into Webex Chats.
• Successfully migrated Enterprise from Cisco Jabber to Hybrid UCM Webex Calling.
• Supporting meetings, messaging, integrations, and video collaboration devices
• Technical POC for Cisco Success Manager, TAC, Senior management for new integrations and deployments.
• Managed migration project of enterprise from legacy meeting site to geicoteams site.
• Developed and implemented a migration strategy for enterprise to move their softphone from Jabber to UCM hybrid Calling in Webex.
• Developed and documented Webex meetings, messaging, Slido, Vidcast, and Calling using both Sharepoint and Webex Events/Socio.
• Migrated and maintained Webex boards from CUCM to cloud for enterprise.
• Successfully migrated Jabra Express from onpremise to cloud supporting firmware updates and troubleshooting for headsets.

Webex Network and Analysis:

• Analyzed Webex network traffic patterns via Kentik to forecast bandwidth issues as associates return to Office.
• Analyzed meetings via control hub reporting and analytics for trending.

Webex Adoptions:

• Managed implementation and deployment of Slido with Risk Assessment with Security.
• Managed usage of Vidcast within enterprise with Risk Assessment with Security.
• Developed Webex community via Webex Event\Socio housing processes, documents, EURL's to support spaces, Calendar for office hours, detailing FAQ's for customers.
• Establish best practices for terminations via token revocations

Webex Support:

Supported enterprise customer for via chat spaces, Remedy and phone calls for meetings, messaging, Vidcast, Slido, Webex Scheduler, Hybrid UCM support including Call Manager, Unity, CCMP and CUIC.

Senior System Engineer for IT Enterprise Virtual Software and VOIP Teams for support, outages and escalations.

• Managed and prioritized backlog for Virtual Software and VOIP sprints in ADO.
• Responsible for ULC and UCCE VOIP administration using Cisco Call manager and Unity.
• Responsible for Remedy queue management and SLA's.

Successes

• Disaster Recovery Plan (DRP) work in conjunction with Telecom Team moving to enterprise work from home model initiated during pandemic.
• Developed and documented Mobile Finesse troubleshooting for support and customer.
• Tested, supported and implementation of a migration strategy moving associates from mobile phones to Cisco soft phone Jabber for enterprise.
• Led the effort to resolve UPN Discovery issue with Jabber software reducing the Jabber sign from two authentications to one via xml file update.
• Identified and resolved enterprise Jabra headset one way audio issues and planned deployment with network team by implementation of new group policy.
• Developed a pilot and successfully tested Hybrid UCM soft phone resolving chronic audio issues present in Jabber. Pilot results showed improved audio moving to Hybrid UCM soft phone which was adopted by enterprise.

Promoted from Associate Systems Engineer to Senior System Engineer Supporting both Renton and Tucson servicing Claims, Sales and Service.

• Primary Support Voice and Data Systems and served as the Senior for the Tucson IT Team
• Datacenter infrastructure and server hardware and software installation and wire management.
• Led multiple projects successfully including conversion to PCI compliance, Win7 upgrades, NAS Migrations, Telecom conversion to new fiber and vendor, GFR VOIP conversions, Reporting Systems, automation of Avaya and asset management databases, Arcserve OS and Hardware upgrades, Site wide PDF Virtual printing.
• Break/Fix support and Vendor Management with HP, Dell, Panasonic, Avaya and Ricoh.
• Remote support for field Auto Damage and SIU associates.
• Primary Support for Arcserve Tape backup.
• Desktop and Server imaging, installation, MAC activities and peripheral support including printers, phones, VOIP and Plantronics equipment.
• Created documentation for Remedy Asset management, Databases, Floor plans, processes, technical How to’s.
• Supported installation and build out of a new Geico 300 seat claims office in Seattle, WA.
• Primary support Avaya G3 PBX, Octel Voicemail and Rockwell Spectrum phone systems including installation, mac activity and break fix.
• Primary Support for Regional Cisco call manager VOIP phones, voip profiles, unity profiles for MAC and break\fix.
• Automation efforts for reporting and VOIP inventories and audits adopted by enterprise.

Promoted to Support Operations Manager responsible for the Global Support Operations including standardizing processes and procedures

Responsible for:

• ACD Operations and Maintenance including scripting, reporting, Telco Troubleshooting
• Knowledgebase Implementation and Administration
• Forecasting and Scheduling Global Technical and Customer Support Teams
• Reporting and Analysis – including report creation and customizing existing reports

Successes:

• Managed and converted all DSS T1’s to ISDN
• Integrated remote ACD’s into one ACD creating a Global Support model converting to 24x7 Support.

Senior ACD Administrator responsible for the operation and maintenance of ACD and Voice Operations supporting Captaris Applications and Components for the Domestic U.S. and International sites. This included a Spectrum Ren 100 and two remote Business Edition ACD’s internationally.

Responsible for:

• Strategic Growth and Planning ~ including coordination and implementation of international ACD Solutions and implementing an 800 Toll free call flow for our Sales Department.
• Scripting ~ Developed and implemented new applications, including troubleshooting call flows.
• Maintenance of ACD Peripherals and applications ~ patches, upgrades and responding to alarms. Schedule system downtime for maintenance, problem resolution and patches or upgrades. Supported all Rockwell Peripheral servers.
• Reporting and Analysis using standard and creating custom reports.
• Responsible for Add, Moves and changes and premise wiring.

Communication Center Technical Lead responsible for the operation of a 700 seat 24-hour American Airlines Call Center and provided Technical Support for 3 Remote Call Centers.

• Maintenance of Voice Networks to include T1/T3 circuits, SL1 adds, moves, changes and telephone peripherals, Periphonics IVR tape backup, Octel Voice Mail admin, tape backups, Rockwell Spectrum Support, CTI troubleshooting, customer premise wiring, 3rd Party Vendor Coordination.
• ·Maintenance of Data Networks to include Client break/fix for Win95, Win98, NT Workstation PC both hardware and software, Token Ring and Ethernet Lans, Server break/fix for WinNT and Netware 3.12-5.x both hardware and software, Tape backup using Arcservit 6.6, Customer premise wiring and CSU’s. Installed and basic config on Cisco Switches, Laser and Dot Matrix Printer maintenance.
• Maintained the schedule and provided Technical Training for Field Engineers, created a basic ISS web server for remote technical documentation.

Telecommunications Network Analyst responsible for the maintenance of voice/data Networks.

• Maintenance of the Rockwell GVS 3000 ACD with CTI, Northern Telecomm SL1 PBX switch, configuration adds/moves/changes, voice and data cabling and vendor coordination
• Maintenance and installation of Token Ring and Ethernet LANs, Hubs, WANs, MAU’s, Fiber repeaters, NET IDNX, Codex Muxes, Cisco Switches and Routers, CSU’s, modems, PC maintenance, printers.

Data Center Network Analyst responsible for maintaining American Airlines the SABRE network in their Datacenter. This included maintenance of communications devices to include modems, dial up modems, muxes, fiber muxes, CSU and DSU, CMS Network Management System, and the Galaxy Dataswitch.

• Responsible for isolating problems and vendor coordination, and for line migrations to new Front End mainframes. Test equipment to include: BER test sets, breakout boxes, and protocol analyzers.

Field Engineer responsible for the repair and installation of communication devices to include modems, muxes, network management systems, CSU and software upgrades on the customer premise.

Assigned as a Station Technical Controller responsible for maintaining wideband and narrowband circuits, secure and non-secure

• Duties included fault isolation of digital and analog circuits, modems, muxes, cryptographic equipment and fiber optics