Summary
Overview
Work History
Education
Skills
Timeline
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Shadia Oswald

Orlando,FL

Summary

Highly efficient Voice Engineer well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

23
23
years of professional experience

Work History

Program Manager

Zeltech
01.2019 - Current
  • Create and maintain documentation for production and engineering projects under government contract with the US Army
  • Review and execute contracts and proposals, providing program status review meetings and weekly activity reports
  • Maintain financials, staffing budgets and restraints
  • Create and update Integrated Master Schedules (IMS) in MS project for all projects production, engineering, and shipping

Sr Systems Engineer/Project manager

SAIC
01.2014 - 01.2019
  • Designed and created documentation for current deployed systems
  • Including System Engineering Management Plans, System Architectural diagrams and Implementation plans
  • Project managed all projects related to assigned systems and special projects
  • Documented complete project life cycle managing budgetary restrictions and procurement process
  • Communicated status updates to affected parties when issues arose
  • Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.

Sr, Telecom Engineer

HD Supply
01.2013 - 01.2014
  • Consulted for installation of Avaya Contact Center, including CMS (VS 15.0) and Aura Messaging (VS 6.1)
  • Provided support to staff after installation, troubleshooting, and maintenance for Avaya
  • Install, moves, adds, changes for Cisco (CUCM)
  • Streamlined processes and procedures to be more productive in building new sites in CUCM
  • Created documentation on current environment, servers, SIP trunks, and call flows

Sr Telecom Engineer

NorthgateArinso Inc
01.2011 - 01.2013
  • Managed a team that designed and implemented the entire architecture of installing Avaya PBXs using SIP and VOIP in 15 sites across the US and internationally
  • Handled all Call Center Design, including documentation, VDNs, Vectors, Announcements, and hunt groups
  • Created documentation on using Avaya IQ, including creating historical and real-time reporting
  • Design of custom reporting using the raw database
  • Maintain support after conversions, related to call routing and design
  • Placed all orders with Verizon/AT&T on DID ranges and toll free numbers and documenting all spreadsheets related to

Sr Telecommunications Specialist

Express Scripts
01.2005 - 01.2010
  • Design and maintain projects related to telecommunications for several sites across the country varying in small office to large (1,000+) call centers
  • Monthly call accounting on all 800# and local services
  • Telephone moves, adds, and changes
  • Handled all aspects of vendor management
  • Provide training to all departments on agent call stats and utilization if system resources
  • Maintain and provided voice for all recordings on service numbers
  • Monthly reporting to upper management on call statistics
  • Handle all scripting and call flow design, creating department queues and reports

Systems Manager/ Support Desk Manager

Starwood Vacation Ownership
01.2001 - 01.2004
  • Manage and coordinate scheduling, forecasting, reports, and technical assistance on the Symposium Client
  • Coordinate with all department users to provide training/education on utilizing the telephony desktop application, including running reports, adding and modifying agent setup, and recording voice messaging
  • Telephony network performance monitoring and capacity planning with recommendations to management to meet business needs
  • Maintain Symposium Call Center Server, programming and adjusting all Call- Flow, Skillsets, DNIS/CDN, backups Maintain System backups and changes
  • Work and manage all vendor communication
  • Responsible for monitoring call volumes with a staff of 45 agents
  • Maintain the expected occupancy, service levels, handle time, and abandon rates
  • Forecast phone volumes and staffing needs; creating schedules weekly and for training
  • Maintained and distributed phone reports showing accurate phone activity to senior management
  • Created and implemented policies and procedures to improve efficiencies
  • Produced Visio documentation on current call flow design to maintain and suggest alternatives to best suit business need

Education

Associate of Applied Science -

Herkimer County Community College
Herkimer, NY

Skills

  • Management
  • Business analysis
  • Hardware and software installation
  • Project management
  • Cost estimates
  • Technical analysis
  • Customer service
  • Oral and written communication
  • Troubleshooting
  • Certifications
  • ITIL Foundation
  • PMP Trained
  • CMMI

Timeline

Program Manager

Zeltech
01.2019 - Current

Sr Systems Engineer/Project manager

SAIC
01.2014 - 01.2019

Sr, Telecom Engineer

HD Supply
01.2013 - 01.2014

Sr Telecom Engineer

NorthgateArinso Inc
01.2011 - 01.2013

Sr Telecommunications Specialist

Express Scripts
01.2005 - 01.2010

Systems Manager/ Support Desk Manager

Starwood Vacation Ownership
01.2001 - 01.2004

Associate of Applied Science -

Herkimer County Community College

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Shadia Oswald