Mary Connolly
Montreuil,FR
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Contact Center Engineer
University of California, San Diego Health
08.2020 - Current
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Implemented automated systems to improve accuracy and efficiency of engineering processes.
- Analyzed and interpreted customer requirements to develop engineering solutions.
- Designed, installed and maintained organization's contact center/telephony network.
- Performed day-to-day monitoring, management, administration and support of alarm systems.
- Installed, maintained and supported VoIP applications.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
Telecom Business System Analyst
University of California San Diego Health
08.2018 - 08.2020
- Installed, maintained and supported voice/data applications - Cisco and Mitel
- Installed, maintained and supported Cisco Contact Center applications
- Manage and maintain Telecom billing system
- Developed new recharge processes with other aspects of Information Services
- Managed telecom related projects and accomplished objectives by self-monitoring progress and promptly solving issues
- Calabrio call recording support and maintenance
- Provided onsite training
- Process moves, adds, changes, and deletions in phone systems.
Telecom Analyst
University of California San Diego Health via Insight Global
04.2017 - 08.2018
- Installed, maintained and supported voice/data applications - Cisco and Mitel
- Installed, maintained and supported IVR applications
- Manage and maintain Telecom billing system
- Developed new recharge processes with other aspects of Information Services
- Managed telecom related projects and accomplished objectives by self-monitoring progress and promptly solving issues
- Calabrio call recording support and maintenance
- Provided onsite training
- Process moves, adds, changes, and deletions in phone systems.
Telecom System Administrator
Carrington Mortgage Holdings
11.2014 - 04.2017
- Procure, configure and maintain company owned cellular devices (phones, tablets)
- Review monthly invoices for accuracy and address users who are out of variance of usage quotas
- Provide support for Avaya phone systems, Aspect UAD, and voice mail
- Process moves, adds, changes, and deletions to all Avaya applications
- VeraSmart call accounting software administrator
- Maintain documentation for job-specific applications
- Database development, Visual Basic, Python, and C++ programming for proprietary applications.
Tier 2 NOC Analyst
Acuative
03.2014 - 08.2014
- Provided tier-two support on Cisco VOIP networks for multiple national accounts
- Maintain and support enterprise networking with emphasis on IP services to include network architecture, routing protocols, T1-DS 1, and Optical circuit troubleshooting
- Created documentation and training manuals for job functions with national accounts
- Network management and troubleshooting both in-house and accounts
- Configure and update routers and switches.
On-Site Engineer
Hewlett Packard via KForce Inc
08.2012 - 02.2014
- Support and troubleshoot Hewlett Packard printers, servers, switches, thin clients, and Cisco phone systems
- Effectively trained others and created training manuals
- Provided tier-three technical support for VoIP Cisco systems, HP hardware, and networking equipment
- Maintained logs and documentation for job-specific processes
- Visual Basic programming, scriptwriting, and implementation.
Network Operations Center Associate
Channel One News
09.2011 - 08.2012
- Automated repetitive tasks to reduce need for personnel
- Manage, test, and operate systems to process content delivered from one site and transfer to cloud-based servers, and then distribute to customers
- Quality tested all content before sent to customers
- Created and managed logs, and documentation of all processes
- Provided tier-three technical support to customers and field service teams related to hardware, software, and network aspects.
System Administrator/Trainer
Creative Technologies
09.2010 - 05.2011
- Installed, configured, supported, and troubleshoot Windows XP, 7, Vista, and 98 for a third-party client with 20-250 users, via telephone, email, remote access, and in-person
- Supported, installed, and configured hardware, peripheral devices, printers, scanners, computers, routers, switches, wireless access points, and wireless routers
- Resolved connectivity issues with wireless internet, access points, modems, and Cisco routers
- Removed viruses, and spyware, installed Norton, and Microsoft Security Essentials, scrubbed hard drives, deployed and setup backups, the system installs and restores
- Supported end-users with off-the-shelf applications, MS Office, Adobe Reader, proprietary software, provided informal end-user training
- Server end install, configure, Active directory, permissions, groups, VMware, Cisco routers and switches, exchange servers.
Education
AAS - Computer Networking
ITT-Tech Youngstown
Youngstown, OHBAS - Computer Science, Information Systems
Youngstown State University
Youngstown, OHSkills
- Calabrio
- Cisco Contact Center/PCCE/UCCE
- AWS Connect
- Database development
- VoIP
- MS Office
- SQL
- Project Management
- Detail-oriented
- Employee training
- Process Improvement
- Team Leadership
- Troubleshooting
Certification
- Culture Communication and Conflict, National Conflict Resolution Center
- Green Belt, Lean Six Sigma
Languages
English
Native or Bilingual
French
Elementary
Timeline
Sr. Contact Center Engineer
University of California, San Diego Health
08.2020 - Current
Telecom Business System Analyst
University of California San Diego Health
08.2018 - 08.2020
Telecom Analyst
University of California San Diego Health via Insight Global
04.2017 - 08.2018
Telecom System Administrator
Carrington Mortgage Holdings
11.2014 - 04.2017
Tier 2 NOC Analyst
Acuative
03.2014 - 08.2014
On-Site Engineer
Hewlett Packard via KForce Inc
08.2012 - 02.2014
Network Operations Center Associate
Channel One News
09.2011 - 08.2012
System Administrator/Trainer
Creative Technologies
09.2010 - 05.2011
- Culture Communication and Conflict, National Conflict Resolution Center
- Green Belt, Lean Six Sigma
AAS - Computer Networking
ITT-Tech Youngstown
BAS - Computer Science, Information Systems
Youngstown State University
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