Ervin Sanders
Spring,TX
Summary
Over 40 years in the IT related field which includes 25+ years managing a wide variety of Telecommunication systems including a single TDM phone system with less than 100 users up to Multiple Cloud Based voip systems supporting more than 80,000 end users. This has all been part of multiple company acquisitions which included Retriever Payment Systems > National Processing Company> Fifth/Third Processing > Vantiv > Worldpay > and finally FIS.
Overview
44
44
years of professional experience
Work History
Sr. Voice Engineer
FIS (Fidelity Information Systems)
Jacksonville, FL
12.1998 - 03.2024
- Managing different telecommunications systems including Inter-tel, Aspect, Verint, Interactive Intelligence, 8x8, CXOne, and Genesys Cloud.
- Worked with External Telecommunication Vendors (AT&T, Global Crossing, Lumen) for circuit connectivity.
- Resolved escalated support incidents within established SLA's.
- Interacted with vendors regarding product performance or service issues.
- Provided technical expertise in troubleshooting complex voice communication issues.
- Collaborated with other engineers to develop new technologies for the network environment.
- Monitored system performance and identified potential problems before they arose.
- Designed, implemented, and maintained call routing for internal call centers and business users.
- Assisted in the design and implementation of various Voice over IP solutions.
- Evaluated existing telephony systems and recommended upgrades where necessary.
- Communicated with end-user to address device problems and implement technical or procedural solutions.
Deskside Support Engineer
Cy Industries
Houston, TX
04.1995 - 12.1998
- Supported end-users in resolving application related issues through virtual meetings.
- Assisted with system upgrades, patching and maintenance activities.
- Maintained inventory records of spare parts used for repairs and replacements.
- Troubleshooted complex technical issues involving multiple stakeholders.
- Diagnosed computer-related issues via remote desktop services or telephone calls.
- Deployed new desktops and laptops according to corporate standards and guidelines.
- Maintained and troubleshot hardware issues such as laptops, printers, and desktops.
Systems Service Manager
Count-tec Inc.
The Woodlands, TX
10.1983 - 03.1995
- Resolved customer complaints quickly and effectively.
- Reviewed customer billing statements for accuracy prior to release.
- Created detailed reports on service activities for senior management review.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Provided technical support for hardware and software issues experienced by customers.
- Trained new employees on the use of customer relationship management software systems.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Hired and trained service department staff to drive performance.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Oversaw daily operations of the service department, including scheduling and workflow management.
Sr. Electronic Technician
Datapoint Corp.
San Antonio , TX
07.1980 - 10.1983
- Created detailed documentation regarding repair work performed on electronic devices.
- Designed custom circuitry based on customer specifications or product designs.
- Identified root cause of electronic system malfunctions using troubleshooting techniques.
- Built prototype models of complex electrical systems for testing purposes.
- Troubleshot, repaired, and tested complex electronic circuits and equipment.
Education
Certificate of Network Administration - Computer Networking
North Harris County College (Lone Start College)
Kingwood, TX08-1998
Associate of Applied Science - Electronic Technology
Cntral Texas College
Killeen08-1980
Skills
- Customer Support
- Video Conferencing
- Call Routing
- Inventory Coordination
- Problem-Solving
- Time Management
- Professionalism
- Multitasking
- System Testing
- Technical Troubleshooting
Timeline
Sr. Voice Engineer
FIS (Fidelity Information Systems)
12.1998 - 03.2024
Deskside Support Engineer
Cy Industries
04.1995 - 12.1998
Systems Service Manager
Count-tec Inc.
10.1983 - 03.1995
Sr. Electronic Technician
Datapoint Corp.
07.1980 - 10.1983
Certificate of Network Administration - Computer Networking
North Harris County College (Lone Start College)
Associate of Applied Science - Electronic Technology
Cntral Texas College
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