Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Medeiros

Bristol,RI

Summary

Dependable and hardworking Voice Services engineer with 30 years of experience. Strong analytical problem-solving skills with a solutions-driven focus to improve operational efficiencies and customer satisfaction.

Passionate about new technology and ready to take up the challenge in a competitive business environment.

Overview

28
28
years of professional experience

Work History

Senior Voice Engineer

Citizens Bank
09.2002 - Current
  • Designed, implemented and configured CISCO Unified Communications products such as CUCM, CUC, UCCX, Jabber, CIPC, Finesse, ICPortal, Agent Desktop, Supervisor Desktop and CUIC.
  • Configured terminations in Verizon Network Manager and AT&T RouteIT and updated allocations on routing plans.
  • Increased customer satisfaction by providing timely resolution of reported issues and concerns related to voice systems.
  • Collaborated with cross-functional teams to optimize network performance and ensure seamless communication.
  • Provided ongoing maintenance and Tier 3 level technical support for more than 6000 users and 300 remote users including call center agents.
  • Troubleshooted and resolved all escalated related issues in a timely manner.
  • Assisted in deploying and maintaining disaster recovery solutions for the central site and multiple back office locations.
  • Worked with Cisco TAC on major issues caused by software bugs and hardware failures.
  • Provided Cisco Technical training to support technicians.
  • Designed custom call routing solutions for contact centers tailored to specific business needs, improving call handling efficiency and customer experience.
  • Created multiple technical documentations and reference guides for technicians and end users.
  • Worked with Telecom Vendors to address connection issues with PRI, SIP and POTS lines.
  • Performed technical evaluations of products, platforms or third party integrations.
  • Documented system problems, corrective actions, resolution status to reduce troubleshooting actions during outages.
  • Avaya system administration which included vectoring, user administration and CMS management.

Senior Telecom Analyst

United Health Care
03.1997 - 08.2002
  • System administration on Avaya Contact Center including configuring users, phones, trunks, vectors and messaging.
  • Provided expert guidance during critical system outages, coordinating recovery efforts across departments to minimize downtime.
  • Conducted detailed analysis of telecom expenses, identifying cost-saving opportunities and presenting recommendations to senior management.
  • Mentored new hires within the telecom department, providing guidance and support for their professional growth and development.
  • Monitored and analyzed system performance, such as network traffic, security and capacity.
  • Installed and maintained Avaya systems and analyzed users' needs.
  • Developed and implemented procedures for preventive maintenance, backup, and data recovery.
  • Documented and tested DR plans for multiple sites.

Education

Associate of Science - Computer Programming

New England Tech
Warwick RI
03.1990

Skills

  • Unified Communications and Cisco Contact Center experience
  • Avaya Contact Center vectoring and support
  • Configuring terms and routing plans in AT&T RouteIt and Verizon Inbound Network Manager
  • Experience in configuring user profiles in ICPortal and Verint
  • Fax over IP Solutions
  • CER Administration
  • Excellent problem solving skills
  • Exceptional customer service
  • Responsible and reliable
  • Team Leadership and Mentoring
  • Excellent communication techniques

Timeline

Senior Voice Engineer

Citizens Bank
09.2002 - Current

Senior Telecom Analyst

United Health Care
03.1997 - 08.2002

Associate of Science - Computer Programming

New England Tech

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Michelle Medeiros