Joseph Johnston
Worcester,MA
Summary
Dynamic individual with hands-on experience in the UC/telecommunications industry with talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Unified Communications / Contact Center Analyst
UMass Memorial Health
Worcester, MA
09.2023 - 10.2024
- Fulfilled contract to completion
- Provided guidance on best practices for Contact Center design and implementation during project planning stages of migrating various clinical departments from Nortel and Avaya to Cisco UCCX.
- Worked with department managers on compiling data for PCCE agent identification and feature requirements gathering.
- Optimized operational efficiency by redesigning and implementing call flows and processes for ambulatory clinics.
- Collaborated with cross-functional teams and project managers to identify opportunities for improvement in functionality.
- Collected and maintained documentation (Excel, Word, Visio) for telephony modernization of auto-attendants and call flow scripts.
- Supported IVR applications for outpatient pharmacies.
- Streamlined communication processes by configuring and managing IP telephony devices.
- Developed customized training materials for end-users to promote effective utilization of Unified Communications features and functionalities.
- Worked closely with network engineers to ensure optimal VoIP quality, bandwidth, and proper registration of devices.
- Assisted working with carrier in porting of DIDs.
- Coordinated installation of new users and relocations of existing users.
- Installed and configured new devices and system components including IP telephones and softphones (Jabber).
- Upgraded legacy system (Nortel, Avaya) users to newer technologies (Cisco CUCM, Cisco Unity Connection), increasing overall performance.
- Assisted users in use of Cisco Finesse as contact center agents.
- Performed daily brake/fix and service request tickets using ServiceNow.
Telecommunications Engineer
Worcester Polytechnic Institute
Worcester, MA
10.2012 - 08.2022
- Maintained and supported PBX (main and branch offices) and telephony applications (Nortel CS1000, Avaya CM and System Manager).
- Maintained and supported voicemail systems (Nortel CallPilot, Avaya Aura Messaging).
- Worked with systems administrators to implement procedures for preventive maintenance, backups and data recovery.
- Supported University Advancement with outgoing call campaign platforms such as Five9.
- Implemented and maintained ACD queues and vectors for IT Service Desk to efficiently triage end user call-in service requests and trouble tickets.
- Coordinated and performed phone/line moves, installs, and programming changes (IP, digital, and analog).
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Leveraged radio, telephone and audio recording equipment to ensure campus police and dispatch operations.
- Communicated effectively with vendors for services on supported hardware and software.
- Communicated effectively with carriers such as Verizon for ordering, installation, or troubleshooting of circuits (PRI, SIP).
- Maintained documentation for telecommunication systems, dial-plan, DID directory, equipment inventory, floor plans, cabling pairs, emergency blue-light phone locations.
- Evaluated new technologies, assessing their potential impact on existing infrastructure and recommending suitable upgrades as needed.
- Collaborated with cross-functional teams to develop strategies for addressing emerging industry challenges and regulatory requirements such as E911.
- Collaborated with Network operations team on regular basis for registration of devices and to ensure optimal quality for VoIP.
- Worked closely with electrical contractor to maintain or replace existing and aging copper infrastructure.
- Maintained large number of analog lines (local PBX, SIP gateways such as Audiocodes, and POTS) for elevators, emergency call boxes, and fire alarm auto-dialers).
- Repaired and/or replaced analog and SIP blue-light phones, call boxes, gate phones (Code Blue, Ramtel, Viking).
- Assisted in planning, installation, and programming of new card-access panels and readers.
- Assisted Network Operations team in troubleshooting and configuring interfaces on switches and routers.
- Participated in continuous learning opportunities to stay current on industry trends and advancements, ensuring top-quality service delivery.
- Followed standards and procedures to maintain safe work environment.
- Performed other duties and tasks as assigned.
Telecommunications Technician
Umass Memorial Health
Worcester, MA
06.2008 - 10.2012
- Performed phone/line moves, installs, and programming changes (IP, digital, and analog) as part of various departmental move projects.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Performed prioritized customer service requests to achieve prompt resolution.
- Installed and configured new devices and system components.
- Installed and repaired network and voice cabling, hardware and software to maximize operational efficiency.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
Skills
- Telecommunications
- Unified Communications
- Cisco switch and routing
- Avaya
- ITIL Foundation
- Team Collaboration
- Customer Engagement
- Excellent Communication
Accomplishments
- Recipient of Umass Memorial Health “Champions of Excellence” award for “quality and patient safety”.
- Successfully led WPI E911 project with 911 Secure, implementing SENTRY Cloud deployment for Avaya.
- Successfully led transition of WPI telephone system and various components from Nortel CS1000 to Avaya Communications Manager and Microsoft Teams cloud over 8x8.
- Successfully transitioned Nortel and Avaya Contact Centers to Cisco (UCCX) for the UMMH Telephony Modernization program.
Certification
Cisco Certified Network Associate (CCNA), CSCO14446246, 09/30/23
Timeline
Unified Communications / Contact Center Analyst
UMass Memorial Health
09.2023 - 10.2024
Telecommunications Engineer
Worcester Polytechnic Institute
10.2012 - 08.2022
Telecommunications Technician
Umass Memorial Health
06.2008 - 10.2012
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