Ryan Mahoney
Senior Contact Center Engineer
Chandler,AZ
Summary
Experienced Cisco Systems Voice Engineer with over 15 years of experience in IT management and administration. Excellent reputation for resolving problems and improving customer satisfaction.
Detail oriented with concise communication skills.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Senior Contact Center Engineer
Insight
Tempe, AZ
07.2009 - Current
- Provided guidance to clients for Cisco best practices in their voice environments, including contact center.
- Advised customers and other project stakeholders on relevant technical concerns and feasible solutions.
- Reviewed plans, documents and related materials to assess projected actions and advise on changes.
- Simplified and combined call flows for over 20 divisions with a company.
- Applied development best practices in daily tasks for efficiency and accuracy.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components and systems.
- Compiled, evaluated and reviewed engineered data for internal systems and external clients.
- Created various Excel documents to assist with collecting and analyzing data.
IPT Voice Engineer
Insight
Tempe, AZ
08.2007 - 07.2009
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
- Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
- Installed, aligned, and balanced new equipment.
NOC Technician
Insight
Tempe, AZ
12.2005 - 08.2007
- Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
- Resolved customers' reported issues to satisfaction within defined SLAs.
- Escalated issues to carriers across the world.
- Verified backup network paths.
- Worked with site contacts around the world to confirm issues and impact to production systems.
Education
Some College (No Degree) - Network And System Administration
Maricopa Community Colleges - Mesa Community College
Mesa, AZ 08.2000 - 05.2005
Skills
Cisco Contact Center Enterprise
Cisco Contact Center Express
UCCE and UCCX Scripting, call flow design
SQL / Informix analysis
SIP Voice / CUBE
Unified Call Manager
Cisco Unity (legacy) / Unity Connection
Timeline
Senior Contact Center Engineer
Insight
07.2009 - Current
IPT Voice Engineer
Insight
08.2007 - 07.2009
NOC Technician
Insight
12.2005 - 08.2007
Some College (No Degree) - Network And System Administration
Maricopa Community Colleges - Mesa Community College
08.2000 - 05.2005