Gregory Kilpatrick
Jacksonville
Summary
Dynamic Senior Telecommunications Engineer with extensive experience at Southeastern Grocers, specializing in VoIP technology and SIP trunking. Proven track record in leading successful migrations and enhancing network infrastructure. Adept at troubleshooting complex systems while mentoring teams, ensuring optimal performance and reliability across diverse telecommunications environments.
Overview
32
32
years of professional experience
Work History
Senior Telecomunications Engineer
Southeastern Grocers/The Winn-Dixie Company
03.2025 - Current
- Maintain, existing Legacy telecommunication equipment (Avaya IPO/Partner) located in over 175 retail stores in Florida, Alabama, Louisiana, Mississippi and Georgia.
- Coordinate and implement “Analog to SIP migration” project.
- The project consists of moving retail stores existing analog lines to SIP trunks and converting the legacy telecommunication hardware to Fortinet FortiVoice VOIP phone technology.
- As well as administer and maintain Cisco Unified CM used by corporate employees.
- Managed network infrastructure to ensure reliable connectivity across locations.
- Provided technical support to clients regarding installation, configuration and troubleshooting of telecommunications systems.
Telecom Engineer
ADT Security Services
05.2011 - 01.2025
- Responsible to develop, implement, improve and maintain all Voice technologies integrated with Legacy Telephony systems(Avaya CM8).
- Perform evaluations, installation and integration of third party hardware and software while also recommending standards for converged technologies.
- Possesses expertise in converged technologies such as VoIP and SIP and how they relate to standard TDM technologies.
- Perform updates to existing vectors/VDNs and announcements.
- Server certificate updates, as well as AES(Application Enablement Services) administration.
- Troubleshoot complex IP telephony and contact center problems with little or no supervision.
- Fields escalated problems and escalates issues to vendors as necessary.
Sr Telecom Administrator
MSC Group, Inc.
04.2009 - 05.2011
- Provide technical expertise and guidance in the planning, implementation, migration, support and capacity planning of IP Telephony applications and related network infrastructures.
- Manage all telecommunication system installations, configurations, and daily/routine maintenance, system administration, troubleshooting and improvement recommendations.
- Evaluates new products, performs network problem resolution and assist in the development and documentation of technical standards and interface applications.
- Participate in network planning, network architecture, design and engineering.
- Serves as liaison to the telecommunication carriers, cellular carriers in order to solve service issues.
- Mentors and guides staff in telecommunication industry best practices utilizing industry standard languages and methodologies.
- Manage all adds, moves, changes on all Avaya systems.
- Manages troubleshooting and support for all voice related circuit issues.
Telecommunications Specialist
Select Portfolio Servicing
03.2007 - 04.2009
- Provide ongoing maintenance of the Avaya PBX, CMS, Genesys IVR, Concerto, Witness/Eyretel/Verint recording systems, T1s, DS3’s, fiber and other voice circuits.
- Working with internal business customers to implement call routing changes in support of toll-free numbers, assist in system upgrades and departmental moves.
- Coordinating with vendors to troubleshoot and resolve system/circuit problems, documenting and maintaining and communicating procedures, diagrams and incident reports.
- General meeting of the day-to-day telecommunications needs of the call center.
Voice Network Engineer/Technical Lead/Project Manager
Convergys Corporation
09.1999 - 02.2007
- Managed the telecommunications infrastructure for remote contact centers located domestically and internationally.
- Administered and install telecommunication equipment systems that include equipment such as Avaya G3v11/S8700/S8710/S8720 ACM3.1 PBX/CMS and VOIP technology, eTalk/ Dictaphone/Eyretel/NICE call recording equipment and INOVA Lightboards.
- Primary vendor contact and coordinator for PBX/CMS/Voice Trunk upgrades.
- Convergys product SME (Subject Matter Expert).
- Reviewed new telecommunication technologies and responded to daily trouble and service orders.
- Technical Leader, coordinate design request and service orders to team members located through the US and worldwide.
- 24/7 on-call.
Customer Service Administrator
Hyperion Communications/TelCove
02.1999 - 08.1999
- Solve customer problems or refer them to appropriate personnel for solution.
- Responsible for daily activities pertaining to payments, orders, miscellaneous service request.
- Communicate with customers, managers and other co-workers.
- Responsibility also included insuring several system databases were accurately maintained between CLEC/BellSouth, and continuously keep up to date on new company services and updated products.
Telecommunications Specialist
CDI Information Services
04.1998 - 12.1998
Systems Administrator
Barnett Technologies/Nationsbank
02.1994 - 04.1998
Education
Computer Information Systems -
University of North Florida
Jacksonville, FL01.1993
Associate of Arts -
Florida Community College At Jacksonville
Jacksonville, FL08.1992
Skills
- AVAYA – CM8
- VoIP technology
- SIP trunking
- Avaya call center
- S8720/G700/S8300
- INTUITY Voicemail
- CMS 18(Unix/Linux)
- NORTEL - Northern Telecom x11 Station
- NICE Call Recording
- Unix
- NICE CxOne
- Fortinet FortiVoice
- Cisco Unified CM version: 150112900-234
Websites
Timeline
Senior Telecomunications Engineer
Southeastern Grocers/The Winn-Dixie Company
03.2025 - Current
Telecom Engineer
ADT Security Services
05.2011 - 01.2025
Sr Telecom Administrator
MSC Group, Inc.
04.2009 - 05.2011
Telecommunications Specialist
Select Portfolio Servicing
03.2007 - 04.2009
Voice Network Engineer/Technical Lead/Project Manager
Convergys Corporation
09.1999 - 02.2007
Customer Service Administrator
Hyperion Communications/TelCove
02.1999 - 08.1999
Telecommunications Specialist
CDI Information Services
04.1998 - 12.1998
Systems Administrator
Barnett Technologies/Nationsbank
02.1994 - 04.1998
Computer Information Systems -
University of North Florida
Associate of Arts -
Florida Community College At Jacksonville