Lisa Renna
Imperial,MO
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
Work History
Entry Level Infrastructure Engineer/ WAN Service Administrator
RANDSTAD, AT BAYER, Former Monsanto Company
Creve Coeur, MO
01.2018 - Current
- Member of WAN (Wide Area Network) team often involved in escalation response for incident management
- Manage Circuit provisioning throughout Circuit Lifecycle globally (Order creation for implementations, upgrades and disconnects) utilizing AT&T’s Platforms
- Responsible for Circuit Inventory and Creation of tracking spreadsheets for active and closed orders
- Primary liaison between AT&T and Bayer Crop Science globally
- Responsible for assisting in Billing Review against standing contracts and terms or driving resolution for billing inaccuracy
- Support Architects, Planners and Engineers in meeting their deliverables
- Key member in Global WAN Network Migration project; helping Global Colleagues to meet their objectives and budgets while migrating 500 sites to new WAN provider and keeping all parties properly updated.
Network Analyst
CDI, (At Monsanto Company)
Creve Coeur, MO
01.2017 - 01.2018
- Smart Net Administration—Administer Smart Net Plan for all Cisco gear globally to make sure assets are under contract and budgeted accordingly
- Key Member of WAN Upgrade team with key focus being in the LAN and LAS regions
- Responsibility for circuit order coordination and delivery to the regions
- Assist global teams in escalating vendor and internal network delivery issues to ensure MPLS AND MIS Service Deliverables are met
- Voice Provisioning
VoIP implementation Project Analyst
CDI Corporation (At Monsanto Company)
Creve Coeur, MO
01.2008 - 01.2017
- Analyze and resolve support issues for voice infrastructure
- Work with Providers and Carriers to coordinate quotes and contract activity as well as provisioning and placement of orders while adhering to project scope, timelines and budget objectives
- Coordination between providers and team to oversee service installation, turn-up and testing of circuits for VOIP installations or upgrades at remote locations
- Responsibilities for assessing and recommending technology and/or savings opportunities at remote sites to be implemented in conjunction with VoIP, Network installs and upgrades
- Member of team involved in successful implementation of over 100 VOIP installations at remote locations domestically
- Recognized as a core team member for successful implementation of Cisco UCCE (Unified Contact Center Enterprise) at multiple sites
- Projects delivered on time and within budget parameters
- Continuous contributions to process improvement and efficiency initiatives
- Served as Key Member on Team comprised of various internal departments for successful Implementation for TEMS (Telecommunications Expense Management System) for Provisioning, Inventory and Invoice Processing Modules
- Provide 2nd Tier operational support to remote sites to assist and/or direct them toward problem resolution of service issues or invoice issues with circuits or phone lines
- Utilizing Remedy for Forecasting and Time Tracking as well as Incident Reporting and Asset Management.
Telecommunications Operations Analyst
CDI Corporation (At Monsanto Company)
Creve Coeur, MO
06.2007 - 02.2008
- Make updates to Unity Voicemail as needed and assist users with basic operation
- First Line Support on Voice Desk for Client Telephone Issues using Magic Ticketing System for TDM, VOIP and Voicemail users
- Trouble reporting and coordination with all Local and Long Distance carriers to resolve issues for clients
- Assist in maintenance of Sprint calling cards by activation and removal of calling cards
- Utilize Pinnacle Database for updates on employees, services to ensure proper records and proper bill back to clients
- Provide backup to other team members in their absence.
Telecommunications Engineer
MAGELLAN HEALTH SERVICES
08.2006 - 04.2007
- PBX Programming of several Avaya platforms to include:
- Avaya Communication Manager V3.1.2, S8700, S8500, 8300 Media Servers with G350, G650, G700 Media Gateways, G3R, G3SI, G3CSI
- Emphasis on programming of Call Center Routing including Skills, VDN’s and Vectors in the PBX and CMS Systems Management with creative numbering plan being utilized
- Systems Experience with Intuity Audix Multi Media Message Server
- Avaya Peripherals including: Avaya Site Administration, CMS, CentreVu Supervisor
- Primary Telecom Support for Customer Care Centers
- Design, implementation, daily operations, alarm monitoring and issue resolution
- After Hours and On Call Rotation followed to support the 7X24 operation of all sites
- Provide backup for Sprint network routing utilizing the Sprint DNR (Dynamic Network Routing) tool to route calls based on staffing and performance guarantees to clients to meet performance guarantees to clients.
Asset Center Document and Training Development Specialist
OAO TECHNOLOGY SOLUTIONS INC, At Pfizer INC
06.2005 - 08.2006
- Global Network Services)
- Core Member of team responsible for the successful design and roll-out of the Asset Center application project deployed in St
- Louis and later to roll out to Pfizer on a global platform
- Evaluation ensued with sites to document current processes and strategize the integration of Asset Center
- Intention to design and automate standard global MACD (MOVE, ADD, CHANGE and DELETE) processes for global sites
- Reporting structure changed to report to IT manager in Connecticut office to rollout Asset Center globally
- Create technical Visio drawings to depict the network components and process flows
- Document Oracle and Sequel source and destination code and provide broad definition of the code function
- Create training aids including end user guides and presentation materials
- Provided formal training to the Managed Service Voice Team of approximately 100 people on how to use the MAC/Service Asset Center work order processing program as their primary MACD tool showing full integration between AC and the Facilities Management system.
Voice Analyst/Voice Operations
OAO Technology Solutions ( At Pfizer Inc)
St Louis, MO
02.2004 - 06.2005
- Support, monitor and administer (MAC & Break/Fix) the operation of the voice network(s) including hardware and software via Avaya Communications Manager Version 1.3 on S8700 platform
- (e.g., Avaya G3r PBX, Octel Aria voicemail, operating system, network management applications) for all St
- Louis locations with approximately 3200 stations
- Provided enhanced Tier 2 help desk support for voice issues by coordinating incident repair
- Provided user training for PBX and voicemail features as required and created training aids
- Participate with vendors and common carriers during problem analysis/resolution as required
- Implementation of new systems and upgrades as required
- Design and Support Call Center which includes building VDN’s, Vector’s, Agent Profiles, IVR and other projects as assigned
- Cell phone/Pager Administration to include working with three separate corporate approved vendors.
Education
Certified PBX SYSTEM MANAGEMENT (Rolm Systems Education) -
Rolm Systems Education
St. Louis, MOAttended IT Boot Camp offered by Global Knowledge in -
IT Boot Camp By Global Knowledge
Certification 2019
ACD Workshop/Managing The Call Center Environment
Norstan
Chicago, ILBusiness Administration And Management
Meramec Community College
St. Louis, MOSkills
- Excellent verbal and written communication skills; working and collaborating with all levels of the organization globally
- Proven ability to meet goals and objectives utilizing organizational and leadership skills
- Creative and Analytical thinker; continually identifying and streamlining process in support of business initiatives
- Thrive in a challenging environment and seek opportunities to learn
- Conscientious and Highly Motivated to exceed expectations
- Detailed and Results Oriented while striving for accuracy
- Customer Service/Client Service driven
- Commitment to diversity and an all-inclusive environment
- Self Sufficient working 100% remotely since March 2020 while continuing to meet or exceed all requirements
- Constantly shifting and managing priorities effectively to align with business objectives
Accomplishments
- MANAGING THE ACD CALL CENTER ENVIRONMENT (Norstan Educational Services)
- AT&T solutions and Services Management Conferences attended annually
- Eight year member of Mississippi Valley Telecommunications Association collaborating with other Voice Professionals
- Served as Vice President on Board of Directors for MVTA for two years
- Miscellaneous College Courses taken for Intro to Voice and Data
Timeline
Entry Level Infrastructure Engineer/ WAN Service Administrator
RANDSTAD, AT BAYER, Former Monsanto Company
01.2018 - Current
Network Analyst
CDI, (At Monsanto Company)
01.2017 - 01.2018
VoIP implementation Project Analyst
CDI Corporation (At Monsanto Company)
01.2008 - 01.2017
Telecommunications Operations Analyst
CDI Corporation (At Monsanto Company)
06.2007 - 02.2008
Telecommunications Engineer
MAGELLAN HEALTH SERVICES
08.2006 - 04.2007
Asset Center Document and Training Development Specialist
OAO TECHNOLOGY SOLUTIONS INC, At Pfizer INC
06.2005 - 08.2006
Voice Analyst/Voice Operations
OAO Technology Solutions ( At Pfizer Inc)
02.2004 - 06.2005
Certified PBX SYSTEM MANAGEMENT (Rolm Systems Education) -
Rolm Systems Education
Attended IT Boot Camp offered by Global Knowledge in -
IT Boot Camp By Global Knowledge
ACD Workshop/Managing The Call Center Environment
Norstan
Business Administration And Management
Meramec Community College
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