Louis Tenga
Green Cove Springs,FL
Summary
Results-driven IT professional with extensive experience in engineering, administration, and support of information systems. Expertise in implementing, analyzing, optimizing, troubleshooting, and documenting LAN/WAN network systems and Contact Center Deployments. Strong technical knowledge and leadership skills to motivate project teams for success. Proven track record of diagnosing complex problems and delivering effective solutions. Recent experience in designing and implementing Work Force Optimization solutions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Adjunct Professor
Florida State College
Jacksonville, FL
08.2014 - Current
- Utilize variety of technologies and instructional methodologies to keep courses fresh and engaging.
- Work with individual students to improve understanding and course grades.
- Help students develop talent through range of exercises, readings, and discussions.
UC Solution Architect/Calabrio Architect/Installation Engineer
Eloyalty TTEC
Austin, TX
01.2014 - Current
- Designed and implemented Calabrio 9-11.x migrations from HCS to Webex Contact Center Enterprise in Webex WFO and Calabrio Cloud environments for over 12 companies and more in the pipeline as HCS is being sunset.
- Designed and implemented Calabrio QM 10.x deployment for major US based pharmacy corporation to record calls from customers
- Designed and implemented Calabrio QM 9.x deployment for Texas based emergency services division.
- Responsible for deployment and configuration of VMWare, Linux, and Windows servers for UCCE Greenfield and upgrade projects, versions ranging from UCCE 9.x to 12.6.
- Organize and document the audit materials for all servers deployed including VMWare, Windows, Linux, and SQL Server configurations
- Design and Implemented the Covid-19 Cloud Tenant Unified Communications.
- TTEC Cloud hosted several quick standup contact centers for clients needs during the Covid-19 Pandemic including Call Manager 12.5, Unity Connection 12.5, IM and Presence 12.5, and UCCE 12.5 components.
- Designed and implemented Certificate Authority Proxy Function for US Federal Revenue Division across 6 Call Manager clusters.
- Lead team of engineers to successfully turn over a working certificate authentication process within timeline.
- Led a team of UC Engineers to deploy hundreds of sites for US Government Commerce Department. Deployments included the creation of users, hard phones, CSS and Partitions, DID and Voicemail totaling 20,000 + devices across 300+ sites throughout all 50 states.
Systems Engineer
Watson Realty Corp
Jacksonville, FL
09.2010 - 12.2013
- Responsible for daily systems operations at the corporate office and over 40 remote locations.
- Install and upgrade HP Proliant Dl360 G3/4s to Dl360G8s with Windows 2008 Server.
- Manage VmWare ESX host server and virtual machines at Corporate and Colo.
- Monitor and update Symantec Endpoint on over 1200 PC’s and servers, deploy newest upgrades.
- Maintaining system of Backup Exec locations.
- Removing antiquated VXA tape carousels and replacing with Backup over Metro-E to Colo.
- Maintain and upgrade ASA’s, voice gateways, network switches and wireless APs at each site.
- Manage Cisco Call Manager 7.1 and Unity Connection for 2500 users.
- Organize installation and maintenance of PRI and broadband services for all locations.
- Recommend, install and maintain new system and network technologies.
Systems Engineer
Enterprise Integration
Jacksonville, FL
02.2008 - 08.2010
- Responsible for management and maintenance of EI servers and network equipment.
- Build Virtual machines in ESX and XenServer based on orders from customer and project needs.
- Implemented MS Data Protection Manager 2010 to backup all servers.
- Installed and configured UCS, CUCM and Call Manager Express for clients.
- Added or removed accounts in Active Directory and Call Manager for EI users.
- Training for new service desk agents on policies and procedures.
Education
M.S. Digital Forensics -
University of Central Florida
B.A.S. Network and Telecommunications -
Florida State College Jacksonville
Skills
- Calabrio Quality Management
- Calabrio Workforce Management (new and classic)
- Calabrio Analytics and Dataexplorer
- Webex Contact Center Ent
- VMWare ESXi/vCenter 5,6 & 7
- Cisco Jabber
- SQL Server 2014, 2017, 2019
- Cisco Intelligent Contact Manager
- Cisco Customer Voice Portal
- Cisco Virtual Voice Browser
- Cisco Unified Intelligence Center
- Cisco Finesse
- Change Management Processes
- Cisco Unified Border Element
- Cisco Call Manager/Express
- Cisco Unity Connection
- Cisco Routing & Switching
- Cisco ISR Routers
- Cisco IM and Presence
- Windows Server 2012-2019
- HSRP, OSPF, EIGRP
- Active Directory/GPO
Certification
- Workforce Optimization
- Calabrio Quality Management and Analytics
- Workforce Management
- CCNA
- Microsoft Certified Professional
- CCDA
- AWS Foundations
- Cisco Certified Specialist
- Calabrio Certified QM/WFM
- CXFF
- CCNA + Voice
- NETWORK +
Timeline
Adjunct Professor
Florida State College
08.2014 - Current
UC Solution Architect/Calabrio Architect/Installation Engineer
Eloyalty TTEC
01.2014 - Current
Systems Engineer
Watson Realty Corp
09.2010 - 12.2013
Systems Engineer
Enterprise Integration
02.2008 - 08.2010
M.S. Digital Forensics -
University of Central Florida
B.A.S. Network and Telecommunications -
Florida State College Jacksonville
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