Summary
Overview
Work History
Education
Skills
Timeline
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Meri Young

Summary

IT Telecom professional experienced in managing enterprise level voice implementations and leading both support and project teams. Competency in gathering, analyzing, and defining business/ functional requirements to design and engineer technology solutions for voice networks. Proven ability to lead seamless implementations and deliver next-generation technical solutions by improving workplace productivity. Abilities include leading several teams of technicians and engineers and surpassing operational and project goals.

Overview

39
39
years of professional experience

Work History

DIRECTOR

Mercy
10.2018 - Current
  • Provides leadership for contact center technology and infrastructure support for Mercy's hospitals and clinics in Missouri, Oklahoma, and Arkansas
  • Key Results:
  • Migrated from InContact centralized call recording to NICE Engage (HA) with QCI/ Nexida to include both voice and screen
  • Initiated a Quality program with auto suggest scoring of agent evaluations
  • Centralized all primary clinic appointment scheduling into regional hubs over 3 years
  • Implemented SpinSci campaign manager software with internal Cisco Dialer for outbound campaigns, improved patient experience and reduced costs of using a 3rd party Dialer
  • Moved 80% of agents to WFH during Covid, built self-service application for vaccine information and registrations, and co-worker return to work procedures
  • Achieved PCI compliance in 2022 by allowing call center agents to take credit card payments over the phone in EPIC using ECKOH's DTMF stripping.

Associate Principle

Mercy
10.2015 - 10.2018
  • Developed a team of (6) engineers to support, UCCE technology
  • Key Results:
  • Completed centralized call recording upgrade of Uptivity/ InContact 4.5 to 5.7
  • SpinSci (Cisco Partner) POC project - integrate Cisco UCCE with Mercy's EMR -EPIC and Finesse functionality to enable patient information to pop to the agent desktop using Agenta middleware
  • Once implemented, Cisco quickly marketed and sold the integration
  • Phase III planning/ execution of Cisco UCCE upgrade from rls 9.0 (1) to rls 11.6 and completed virtualized platform in the Spring of 2017.

Lead Voice Engineer

Mercy
01.2010 - 10.2015
  • Mercy migrated from, to, in 2012
  • Managed an enterprise level implementation of Cisco UCCE, dedicated CUCM and centralized Call Recording, including 600+ agents and 17 locations
  • Set long-range technical direction and capacity planning
  • Within 5 years the installed base has increased to 1100+ agents with (5) call centers that operate 7X24
  • Converted legacy T-1's and POTS to Verizon SIP with dedicated trunk for contact center traffic
  • Phase II planning/ execution for FY14 to include upgrading UCCE/Call Manager to Release 9.0.1 and CIM/WIM (Web Chat) and Finesse Desktop functionality.

Telecom Manager

Mercy
01.2005 - 01.2010
  • Managed team of 18 Telecom Analysts that supported 12 Mercy hospitals and 200 + clinics including Missouri, Arkansas, Oklahoma and Kansas
  • Responsible for all Call Center design, implementations and end user training using the Nortel CCM 6.0 platform, VOIP phones and IP Audiolog and Call Parrot Call Recording
  • Key Results:
  • Managed PBX and Voicemail upgrades for 5 hospitals in 14 months
  • Championed the training of Desktop technicians for basic troubleshooting of phones after leadership moved Desktop to field support and Telecom to remote support.

TELECOM DIRECTOR

Savvis
01.2004 - 01.2005
  • Managed team of four with responsibility for 42 locations including sites in the US and International locations (London, Reading and Tokyo)
  • Platforms included a mix of Nortel and Avaya PBX's and voicemails, including Octel voicemail and CCM 5.0
  • Key Results:
  • Savvis/CWA acquisition involved merging within 9 months
  • Managed the internal Telecom part of the merger that included 20 sites and 2 team members and merging all Telecom assets
  • Managed the Telecom circuit billing cleanup project that evolved from the purchase of a bankrupt CWA and produced savings of $200K.Involved in the product development of the Savvis “Enterprise Connect” VOIP gateways and release of both analog and digital phones.

TELECOM MANAGER

Savvis
01.2002 - 01.2004
  • Manager working with team of 2 to support 22 locations that included, and, platforms with call center functionality
  • Managed the upgrades and maintenance contracts for all the Nortel and Avaya sites (22 locations)
  • Remotely managed the database and daily support of the Avaya Definity G3Si with 250 users with Intuity Audix voicemail, CMS plus a 120 agent contact center
  • Managed the daily support for the Nortel Option 81C with 400 + users as corporate HQ and a 2nd 120 agent call center using CCM 5.0
  • Responsible for 15 remote locations for voice that have mixed platforms to include Centrex, Siemens, Avaya and Nortel key systems.

CONSULTANT

Verizon
  • Consultant with a customer base that included, / GTE, Ruhl Communications, Convergent Communications, Northern Telecom Resellers, Communications 2000 and St
  • Johns Mercy Hospital
  • Key Results:
  • Collect and document database from customers for new installations of Norstar, Meridian PBX and Meridian Mail
  • Program Norstar, Norstar Voicemail, Meridian PBX, Meridian Mail/ Call Pilot for new and existing customers
  • Performed end user training and admin training for customer base
  • Project work for Nortel resellers to program PBX databases from start to finish and included all end-user training and admin training for customers.

Customer Support

GTE
01.1985 - 01.1995

Network Control Center Supervisor/ Switch room Supervisor

  • Contel/ GTE
  • Managed the Voice Network Control Center for McDonnell Douglas, runs 24 X 7 from St
  • Louis to Los Angeles, CA

Analyst

NCC
  • Responsible for DMS100 translations for St
  • Louis

Specialist

NCC
  • Contel
  • Worked independently on 3rd shift monitoring PBX alarms for the entire MDC voice network and dispatching technical support.

CSR - GTE

Nortel
  • Presales support for, Norstar and Meridian PBX Systems
  • Programmer for new installations and follow–up after cutover.

Education

Bachelor of Science - Animal Science

TRUMAN /Northeast Missouri State University
Kirksville, Mo

Skills

  • Cisco Call Manager 116 and Cisco Unity 11
  • Cisco UCCE 116 ICM/CVP with Finesse 11

6 and ECE on prem

  • Call Recording – NICE Engage and QCI/ Nexidia on prem
  • Call Center Design and Implementation
  • Testing/Scripting/Documentation/ End User Training
  • WFH support
  • Major Software/Systems Implementations
  • Project management and technical support
  • Strategic Technology Planning
  • Disaster Recovery Planning

Timeline

DIRECTOR

Mercy
10.2018 - Current

Associate Principle

Mercy
10.2015 - 10.2018

Lead Voice Engineer

Mercy
01.2010 - 10.2015

Telecom Manager

Mercy
01.2005 - 01.2010

TELECOM DIRECTOR

Savvis
01.2004 - 01.2005

TELECOM MANAGER

Savvis
01.2002 - 01.2004

Customer Support

GTE
01.1985 - 01.1995

CONSULTANT

Verizon

Network Control Center Supervisor/ Switch room Supervisor

Analyst

NCC

Specialist

NCC

CSR - GTE

Nortel

Bachelor of Science - Animal Science

TRUMAN /Northeast Missouri State University

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