Shay Oladipo
Celina,United States
Summary
Experienced Unified Communications Voice Engineer with expertise in Genesys PureCloud, Five9, and Microsoft Teams voice systems. Proficient in diagnosing network-related issues and translating business requirements into IP telephony and contact center software designs. Skilled in PSTN Calling, Licensing, Group Policy, WebRTC, calling queue, and Call Flows. Recognized for providing exceptional end-user support and device diagnosis.
Overview
5
5
years of professional experience
Work History
Telecommunications Analyst (contract)
Select Quotes
06.2024 - 11.2024
- Enhanced Contact Center Platforms using system adjustments in Five9.
- Create, maintain and manage dialing lists and campaigns
- Respond to user reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies
- Managed user accounts across various domains.
- Resolved issues such as DNC, blocked numbers, stuck calls, and call forwarding.
- Managed user Off boarding and onboarding process
Unified Communications Voice Engineer
Knight Transportation
02.2022 - 01.2024
- Genesys Purecloud and Microsoft Teams Administration, onboarded new hires, provisioning users, assisting with the People & Permissions, created auto attendant and resource accounts
- Demonstrated call routing, genesys architect flow, design, dialpad, creating calling queues, and call flows
- Troubleshoot and resolve Teams-related issues and provision Microsoft Teams Voice features for end-users
- Configure and maintain Teams channels, chat, meetings, and collaboration features
- Enabled and disabled multi-factor authentication, providing troubleshooting for phone sign-in issues and ensured efficient call Support
- Moves, add, changes on telephony platforms, including toll-free, user services management and conference numbers
- Coordinate with external vendors and service providers related to Microsoft365 services management and conference numbers
- Experienced in designing and implementing Microsoft team voice solutions, pstn direct routing and security compliance
- Manage user accounts, permissions, and security settings within Teams
- Translated business requirements for IP Telephony and contact center software into design and implementation stages, offering troubleshooting and diagnosis support for network and device-related issues
- Migration services for Active Directory and Office365, managing Microsoft365 applications update , including Exchange Online, SharePoint, OneDrive, Teams
- Developed and delivered training materials, led 'Train the Trainer' classes, Conduct training sessions for end-users on the effective use of IT tools and best practices, and provided escalated help desk support for telecommunications equipment and call reporting issues
- Maintains project schedules, Identifies, analyzes, and responds to project risks Experience in Powershell scripting for automation and documentation
- Configure and manage voice features, including call routing, webrtc soft phones, voicemail and conferencing
- Managed user access roles and permission on Genesys PureCloud platform, integrated the platform with other systems, and generated performance reports to monitor system performance and user activity
- Kept projects on schedule by effectively managing deadlines and adjusting workflows, while refining technical and business skills through advanced training, industry conferences, and active participation in professional organizations
- Troubleshoot issues within the Genesys Cloud, Architect Call Flow changes in Genesys Cloud, and Microsoft team architect
- Understanding of Microsoft365 licensing, enterprise voice, contact center solution, pstn calling and conferencing
- Support end-users with issues, tickets and data migration, Support and troubleshoot external user access
- Designed and implemented comprehensive unified communication solutions for a diverse range of clients, optimizing communication channels and improving efficiency
- Troubleshooting call failures in team direct routing, keeping up to date and documentation of SOP
Technical Support Engineer
Amazon
01.2020 - 01.2021
- Diagnosed and resolved equipment malfunctions, ensuring optimal system performance and reliability
- Led comprehensive training programs for a broad range of devices, enhancing user proficiency and productivity
- Authored user-friendly interface text and developer guides, boosting end-user understanding and application engagement
- Coordinated the installation of updated computer programs and systems, while maintaining clear communication with project management about task progress
Education
Cybersecurity
Arizona State University
PhoenixSkills
- Genesys Purecloud
- Microsoft Teams voice
- IP Telephony Design
- Contact Center
- Azure
- Project Management
- Five9
- Group Policy
- Call Flows
- Office365 Licensing
- Powershell Scripting
- Exchange online
- Azure/Active Directory
- Multi-Factor Authentication
- PSTN Calling
- Team's administrator voice
- Auto Attendant Setup
- Microsoft Co-pilot
Timeline
Telecommunications Analyst (contract)
Select Quotes
06.2024 - 11.2024
Unified Communications Voice Engineer
Knight Transportation
02.2022 - 01.2024
Technical Support Engineer
Amazon
01.2020 - 01.2021
Cybersecurity
Arizona State University