Jeffery Gee
Saint Charles,MO
Summary
Seeking a dynamic telecom engineer opportunity focused on call center operations or any related telecom operations with Amazon Connect and RingCentral experience also.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Voice Communications Administrator
Kemper Insurance
10.2016 - Current
- Address the needs of the IT business unit and Call Centers in a timely and professional manner
- Maintain an excellent working relationship with the various department heads and communicate about new technology, upgrades, and bug fixes that impact the IT business unit and Call Centers
- Perform direct and remote hands-on administration on the Avaya phone systems using Communication Manager 6.3, Modular Messaging 5.2, Call Management System R17, System Manager 6.3 with Session Manager 6.3, Verint Quality Monitoring V12 and Verint Data analytics V11
- Create all Custom Reports for CMS for our Call Centers and run Daily Reports for Split Skills in CMS for the Call Center Supervisors
- Make any Dictionary changes in CMS due to new hires in the company and install any new hardware such as new boards to accommodate additional growth in employees
- Monitor Spectrum Wallboards for Call Accounting
- Work with vendors during adversity and work within timelines and project plans ensuring all vested parties' issues are addressed quickly, accurately and in a professional manner
- During equipment outages, ensure all impacted business units receive timely updates
- Make any and all changes needed for VDN/Vector routing within Call Centers
- Act as main liaison between Call Centers and IT department
- On-site support for Avaya Phone systems including various adjuncts
- Administrate and support Call Center applications including CMS, Skype for Business, EasyLink Fax, Tantacomm Call Monitoring and Virtual Hold
- Monitor calls via Tantacomm Call Recording System for all agents and monitor all of incoming LD and Toll Trunks for any errors or dropped calls in PBX prior to going into Virtual Hold Routing
- Provide input and support for a technology roadmap that addresses current and future needs of the business and IT regarding upgrades and implementation of new technology
- Project Management and Change management experience to include Telecom and Network Connectivity to all of 86 District Offices throughout U.S.
- Created and implemented internal and external communication plans to establish consistent and timely messaging
Network Technician II
Kansas State University
07.2005 - 10.2016
- Programmed all Contact Center vectors and agent ID's for all of our Call Centers (15) on campus
- Made any and all Vector/VDN changes or adds for additional growth in our Call Centers
- Coordinated and administered all telecommunication/IT needs for all university departments, including delegation of work orders to make sure all customers and work orders were completed in a timely fashion
- Installed all Cisco Network switches and programmed each switch to the department needs
- Designed or specified, installed, repaired, programmed, and managed our Avaya PBX and other voice equipment
- Added Agent ID's in the PBX and CMS and assigned them the correct Split/Skills for the appropriate Call Center
- Contacted and coordinated with all departments on for installs and contract work to be done on campus, including after hour installs
- Coordinated all estimates for upcoming installs on campus
- Installed and terminated all wiring to include fiber optic cable, Cat 6 and Cat 5E
- Provided customer support for all departments on campus
- Installed all Aruba 225 Wireless Access Points and all associated wiring and Cisco Switch installs
- Provided training to all employees on Kansas State University Telecom equipment
- Monitored all of our trunks for traffic studies to determine if we had enough trunks to handle all the calls.
- Troubleshot hardware and software to determine and rectify network problems
- Installed cabling, wireless routers and telephone systems for data communications networks
- Ran cabling and installed data drops for new node installations
- Diagnosed and resolved hardware, software and network problems and replaced defective components
Installation Technician
Xeta Technologies
11.2003 - 06.2005
- Installation and maintenance of Avaya S8700 VOIP switches, Prologix PBX's, Avaya Intuity Audix, Message Manager and various other types of PBX switches
- Coordinated the installation dates and times of installs with various LEC companies and local CO lines
- Managed all large projects for companies to include Ameren UE, Famous Barr, Energizer and Carmax.
- Installed and configured new equipment and systems according to company standards
- Diagnosed and troubleshot system faults, identifying equipment issues and resolutions
- Maintained updated knowledge of all equipment, products, and services to properly educate customers
Telecommunications Contractor
EDS - for the US Government
05.2003 - 11.2003
- System administration of all Telecom systems including the Enticom PBX and all the ACD call routing groups for the Dept
- Of the Army Call Center
- Traced all call routing of the groups via TABS Call Accounting System.
- Responded to service requests during and after business hours
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance
- Performed periodic system upgrades and maintenance to meet industry standards
- Performed quality assurance on systems to confirm optimal performance
Senior System Administrator
United Healthcare
04.1998 - 05.2003
- All system administration for Lucent G3R PBX switch including all call vectoring, VRU applications and Call Management System (CMS)
- System Administrator for NICE platform which contained call records for all digital and VOIP calls and also SIP records
- Maintained all reporting of call records
- Project Manager on all expansion projects to include coordination of outside vendor activities.
- Worked with users to determine areas of technology in need of improved usability
- Completed reports detailing network and systems performance and downtime issues
- Resolved issues and escalated problems with knowledgeable support and quality service
System Administrator
Sykes Enterprises
05.1997 - 03.1998
- Supported all day to day and long term telecom activities to include the Lucent G3R PBX switch and Call Management Tracking (CMS) of all Call Centers within the building
- Handled all department phone billing to include cell phones and pagers
- Coordinated with all supervisors to ensure a proper IVR call routing system via Lucent V7 Conversant
- Provided all end-user training
- Installed the NICE integrated voice recording system to record all of our inbound and outbound calls and maintained all of the reports for our recordings
- Coordinated with various communications vendors to install all cabling facilities into a brand new state of the art facility
- Successfully arranged the move of our temporary locations into this new facility with 0% down time to any of our customer/clients
- Programmed all necessary network solutions to allow for our call-center to be 100% operational on the expected opening date that the City of Manhattan had requested.
Telecommunications Technician II
Kansas State University
03.1993 - 05.1997
- Provide professional interaction and courteous service while installing and maintaining modern PBX and electronic key systems, data switches, nodes and ethernet switches, and all orders for desktop services to include voice mail.
Installation Technician
Sprint
12.1991 - 03.1993
- Handled all outside plant activities to include on premise installations and all orders that were requested for customers to include T1 business service.
Communications Specialist
United States Air Force
11.1984 - 12.1990
- Handled all Customer Support requirements per Air Force Regulations.
Education
Associates Degree in Computer Science - Information Technology
Community College of The Air Force
C01.1990
Skills
- Detail-Oriented
- Market Trends Analysis
- Training and Onboarding
- Product Promotion
- Telecommunications network oversight
- Clear and effective communications
Certification
Certifications with AWS and RingCentral available upon request.
Timeline
Voice Communications Administrator
Kemper Insurance
10.2016 - Current
Network Technician II
Kansas State University
07.2005 - 10.2016
Installation Technician
Xeta Technologies
11.2003 - 06.2005
Telecommunications Contractor
EDS - for the US Government
05.2003 - 11.2003
Senior System Administrator
United Healthcare
04.1998 - 05.2003
System Administrator
Sykes Enterprises
05.1997 - 03.1998
Telecommunications Technician II
Kansas State University
03.1993 - 05.1997
Installation Technician
Sprint
12.1991 - 03.1993
Communications Specialist
United States Air Force
11.1984 - 12.1990
Associates Degree in Computer Science - Information Technology
Community College of The Air Force
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