Maureen Lorms
Columbus,OH
Summary
Telecommunications Engineer with extensive experience at Federal Reserve Bank of Richmond, specializing in AVAYA systems and project management. Proven ability to enhance operational efficiency through effective training programs. Expertise in curriculum design and instructional methodologies, leading to increased employee productivity. Strong communication and leadership skills ensure successful execution of training initiatives.
Overview
21
21
years of professional experience
Work History
Telecommunications Engineer
Federal Reserve Bank of Richmond
Columbus, OH
04.2014 - Current
- Designed and implemented telecommunication systems for secure financial communications.
- Developed documentation for system processes and technical specifications.
- Managed installation of advanced communication technologies in various bank locations.
- Evaluated vendor solutions for telecommunications hardware and software upgrades.
- Provided technical support and training to staff on communication tools and systems.
- Ensured compliance with federal regulations regarding telecommunications infrastructure.
- Provided support for end users.
- Conducted research on new technology solutions that could improve current telecom services offered by the organization.
- Evaluated client telecommunications needs and recommended targeted solutions.
Engineer
Apex-Contract Position with the Federal Reserve
07.2012 - 04.2014
- Supported Operations Contact Center team for CORE telecommunications group across multiple locations and systems.
- Assisted in troubleshooting issues related to product design or manufacturing processes.
- Finished projects on time and within budget.
- Communicated with clients and coworkers about analysis results.
- Processed daily tickets for additions, moves, and changes; troubleshot issues with call routing and reporting systems.
- Managed projects to add new skills, optimize routing, and enhance reporting capabilities.
- Maintained centralized documentation accessible to engineers and customers.
- Ensured daily customer interactions provided optimal technology and service for external clients.
- Delivered first-day on-site support for contact centers transitioning from local PBXs to CORE CMs.
- Facilitated IQ training and basic routing assistance during 1-2 monthly transitions.
- Provided support during the installation, maintenance, repair, and calibration of equipment.
Sr. System Engineer
Safe Auto Ins Co
10.2007 - 07.2012
- Primary project manager and lead telecommunication engineer at Safe Auto on the construction of a new data center and call center in Somerset KY. Managed the installation of raised floor, R200 fire suppression, fire/security system, electric, HVAC, carrier facilities and equipment cabinets. Ordered voice and data services from multiple carriers. Programmed the AVAYA voice equipment (ESS, AES, G450s) and voice trunking for backup data center. Programmed and installed 300+ stations for call center.
- Primary project manager and lead telecommunications engineer on data center move from Columbus, OH to Somerset, KY. Coordinated the cleanup of servers (decommissioned 75+ servers) and the move of approximately 250 servers between the Corporate Data Center and the Backup Data Center in KY. Moved the IQ DR system and the NICE DR system to the KY Data Center. Decommissioned the old data center; ordered out all electric, voice and data services from multiple carriers, removed racks, and cable management from TW leased space. Returned the site to TW telecom on time and in budget.
- Telecommunications project manager and lead telecommunications engineer for the move of the telecommunication services, equipment (AVAYA PBX, G650s, AES, NICE, AUDIX, CMS, Microcall, Queue Boards) and approximately 1000 phones to new Easton HQ. Worked with facilities on the installation of fire and security systems.
- Assisted with the installation of IEX workforce management system. Coordinated the installation of the Real-time and Historical feeds from CMS to IEX. Ported 45 days of Interval data and 2 years of Daily data to start the Forecasting process. Built the IEX system parameters for initial installation. Documented maintenance procedures for backups and reboots.
- Coordinated the change of long distance carriers (Verizon to Qwest; AT&T to Sprint), programmed new trunking and route patterns in AVAYA PBX. Worked with Qwest to design and implement a DR solution for toll free routing and vendor redundancy.
- Completed yearly phone system upgrades and bi-yearly firmware upgrades on PBX and Gateways.
- Work directly with business to design and or make changes to call center routing and announcements.
- Designed and implemented training for end user phone/voicemail and Helpdesk trouble shooting and station installation.
- Responsible for day to day adds, moves and changes to the phone system, voicemail, voice ivr and Microcall systems.
- Backup administrator on IQ, NICE and Voice Portal.
Sr. Call Center Engineer
Chase Manhattan Financial
01.2005 - 01.2007
- Team lead for a team of 6 engineers that were responsible for call center projects for the Mortgage and Treasury divisions of Chase bank.
- Coordinated the installation and programmed the AVAYA PBX and CMS (VDNs, Vectors, Hunt/Skills, and Agents) for three major Mortgage call center in CA, NY and TX.
- Was part of a team to design, implement and test SIP trunking for call center applications.
- Completed many project for phone system upgrades, CMS upgrades and call center routing changes.
- Removed and consolidated multiple CMS system by increasing the ACDs on larger CMS system. This allowed for shared resources and cost savings in maintenance.
Education
IQ Administration and Maintenance Training -
CCNA Boot Camp -
Skills
- Talkdesk system administrator
- Amazon Connect system
- AVAYA telephone system administration
- AVAYA contact center reporting
- Project management
- System documentation
- Communication skills
- Training development
Education Training
- Talkdesk system training
- Amazon Connect system training
- Avaya telephony system training
- CCNA Boot Camp
Timeline
Telecommunications Engineer
Federal Reserve Bank of Richmond
04.2014 - Current
Engineer
Apex-Contract Position with the Federal Reserve
07.2012 - 04.2014
Sr. System Engineer
Safe Auto Ins Co
10.2007 - 07.2012
Sr. Call Center Engineer
Chase Manhattan Financial
01.2005 - 01.2007