Jerome Belle
Fayetteville,USA
Summary
Driven by a passion for telecommunications, I excel in project management and customer satisfaction, evidenced by leading a team to convert 286 medical offices to Genesys at Humana, under budget and ahead of schedule. My expertise in VoIP protocols and mentoring ensures high-quality, innovative solutions that exceed expectations. Seasoned Project Lead with practical knowledge in coordinating and managing diverse projects across different sectors. Possess strong leadership skills, adept at directing teams towards achieving project goals on time and within budget. Demonstrated ability to troubleshoot complex project issues, ensuring minimal disruption to timelines and resources. Proven track record of improving efficiency and productivity through process improvements.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Avaya Engineer
Insite Global
12.2023 - Current
- Investigate system component suitability for specified purposes and make recommendations regarding component use
- Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components
- Provide technical guidance or support for the development or troubleshooting of systems
- Define and analyze objectives, scope, issues, or organizational impact of information systems
- Research, test, or verify the proper functioning of software patches and fixes
- Develop system engineering, software engineering, system integration, or distributed system architectures
- Configure servers to meet functional specifications
- Document design specifications, installation instructions, and other system-related information
- Evaluate current or emerging technologies to consider factors such as cost, portability, compatibility, or usability
- Monitor system operation to detect potential problems
- Design and conduct hardware or software tests
Genesys Application Trainer
SkySystems
03.2023 - 12.2023
- Company Overview: Humana
- Specializing in designing and delivering training programs for contact center teams
- Proven track record of training individuals and teams on Genesys contact center solutions, including routing, IVR, chat, and voice capabilities
- Designed, developed, and updated comprehensive training programs tailored to Genesys applications while considering the specific needs and objectives of the organization
- Excellent communication and presentation skills, with the ability to convey complex technical concepts in an understandable manner
- Proficient in creating training materials, documentation, and e-learning modules for Genesys applications
- Collaborated with cross-functional teams, including IT, operations, Project managers, and contact center management, to ensure training programs align with organizational objectives
- Humana
- I successfully Converted 286 acquisitioned medical offices in the southern United States to the Genesys application with the assistance of my team
- The project was completed 100 days earlier than expected and under budget
- Managed the training of over 1000 medical personnel
- During this time, was promoted to lead where I managed 7 other team members and their success
Telecom Engineer
Beacon Hill Staffing
04.2022 - 02.2023
- Company Overview: Federal Reserve Bank of Atlanta
- Avaya Telecom Technician supporting the Atlanta 6th district Federal Reserve Bank of Atlanta
- Proficient in 87xx IP solution, Avaya Contact Center, Modular Messaging voicemail systems, Witness call recording, and VoIP protocols such as SIP and H.323
- Avaya One-X and Avaya agent configuration, Polycom sound stations
- In-depth understanding of the Avaya ESS configuration, network region, IP codec sets, IP phone configuration file (96xx file), tenant partition, uniform dial plan, IGAR, IVR, VDN and vector functionality
- Moves, adds, and changes using the Service Now ticketing system for SLA
- Call accounting Via VeraSMART Calero
- Federal Reserve Bank of Atlanta
- Regularly recognized for impeccable customer service and follow ups
- Always exceeding SLA expectations and work flexibility
Cable Tech
IES Communications
01.2021 - 04.2022
- Company Overview: Facebook Data Center
- Installing Cat 6 cable, Single mode fiber, wireless access points both interior and exterior, Data racks, cable trays, Fiber trays, 110 blocks, j-hooks, and inner ducts, as well as other supporting structures for cable systems
- 25-pair cable termination on 66 blocks and cross-connects
- Cable termination 568B
- Inspecting cable lines to ensure they are operating properly
- Troubleshooting network communication problems
- Utilizing Fluke test equipment to determine the signal’s strength and connection
- Provided Certified results to customers
- Facebook Data Center
- I completed the required work before the timeline requirements
- Consistent and professional work quality
Analyst II
COMCAST CORPORATION
Atlanta, GA
03.2014 - 10.2019
- Programmed in Avaya Aura systems including, but not limited to Avaya Communications Manager, System Manager, Modular Messaging voicemail systems, Verient call recording, Avaya IQ, and VoIP protocols such as SIP and H.323
- Analyzed client requirements, developed solutions to complex business challenges, and designed technology systems including Avaya PBX, Voicemail, Call Center, and VoIP solutions
- Served as process improvement advocate, for the application of continuous quality improvement principles and practices
- Ensured compliance with established internal control procedures by examining records, reports, operating practices, and documentation
- Utilized Solar winds monitoring tool to alert management and account team of sensitive issues or major telecommunication problems
- Consistently recognized by management for exceeding company standards for customer satisfaction and minimizing client productivity loss caused by technology outages
- Supported 35,000 internal agents
Telecommunications Analyst
KFORCE/REED CONSTRUCTION DATA
Norcross, GA
07.2012 - 03.2014
- Manage and administer the telecommunications infrastructure planning, implementation, and operational activities across multiple sites in the United States and Canada
- Administer telecommunications platforms which include: Avaya’s s8700 and associated G450 gateways, CMS, and Modular Messaging in a 100% VOIP infrastructure
- Monitor the administration of the call accounting system Telemate to ensure all costs for long-distance charges are billed to the correct cost centers
- Prepare call detail reports as requested by department managers
- Submit corporate telecom bills including, all ISDN, data circuits, ISP, and fax broadcast for approval
- Recommend hardware and software solutions, including new acquisitions and upgrades; participate in development of information technology and infrastructure projects
- Act as primary contact supporting approximately 2000 users and several vendors who are responsible for providing telecommunications services; including but not limited to ISDN, frame relay, data circuits, voice mail, call accounting, fax broadcasting, teleconferencing, video conferencing, personal communications services, and ISPs
Telecommunications Network Support Specialist
AT&T COMMUNICATIONS
Atlanta, GA
06.2009 - 07.2012
- Charged with the maintenance and performance for Cigna Healthcare’s voice communications infrastructure as well as supporting critical business units
- Delivered 8-5 Level II and level III support for the voice communications infrastructure to ensure timely problem resolution
- Utilized ASA to provide remote project coordination and support for new installs, relocations, programming, repairs and end-user training for branch personnel
- Provided remote support for systems including Avaya Definity Systems, Avaya Call Management System, and Modular Messaging Voice Mail Systems
- Successful deployment of Call-Center design flow, vectoring and Implementation for Cigna Healthcare US offices
Education
Avaya B.A.C. -
New York, NY, US02.2000
Skills
- Project Management
- System Analysis
- Telecommunications Maintenance & System Administration
- Vendor Relations
- Quality Monitoring
- Training/ Mentoring
- Customer Satisfaction & Retention
- VoIP Protocols
- Process Improvement
- QOS Standards and Policies
- SIP Endpoints
- Avaya Session Manager
- CMS
Affiliations
- Avaya User Group
- US Army (Veteran)
References
Available upon request
Academicsandprofessionalcertifications
- Avaya B.A.C., US-New York-New York, 02/01/00, Completed the basic administration course provided by Avaya. - Received certification.
- SIP certification - Provided by NACY and Avaya business partner
- White Belt and Yellow Belt, Certified using the SIX Sigma LEAN Methodology
- HIPAA Certified
Certification
- SIP Endpoints (NACR)
Timeline
Avaya Engineer
Insite Global
12.2023 - Current
Genesys Application Trainer
SkySystems
03.2023 - 12.2023
Telecom Engineer
Beacon Hill Staffing
04.2022 - 02.2023
Cable Tech
IES Communications
01.2021 - 04.2022
Analyst II
COMCAST CORPORATION
03.2014 - 10.2019
Telecommunications Analyst
KFORCE/REED CONSTRUCTION DATA
07.2012 - 03.2014
Telecommunications Network Support Specialist
AT&T COMMUNICATIONS
06.2009 - 07.2012
- SIP Endpoints (NACR)
Avaya B.A.C. -
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