Thomas Johnson
Arlington,NJ
Summary
Collaborative and hard working leader with years of voice and contact center experience seeking a position that utilizes and challenges my communication, technical and training skills to help individuals and the organization reach its maximum potential.
Overview
26
26
years of professional experience
Work History
IT Architect/Telephony Manager
ServiceMaster Inc/Terminix
01.2017 - Current
- Promoted to Telephony Manager in 2023, lead team of 7 contact center and telecom architects and engineers
- Responsible for licensing, governance, PCI, architecture design review, capacity and financial planning
- Lead migration of IVR and 1000+ agents, with additional features, from Cisco hosted to Five9 platform
- Responsible for entire voice and contact infrastructure and integrations for Telephony/UC/Contact Center for North America
- UCCE – Responsible for 2 instances of UCCE platform (11.0 and 11.6) which include Call Manager, CVP, custom Nuance voice application
- Maintained large Cisco outbound dialer platform utilizing PRIs with Acqueon front end
- Environment also included infrastructure for remote agents (~300 agents)
- UC – Responsible for 2 instances of Call Manager (11.0 and 11.5) as well as Unity Connection and interfaced with Express Ways, TMS and IM and Presence servers along with Jabber clients
- Voice telephony infrastructure utilizing Cisco CUBE SBCs with centralized ATT SIP IPFlex/IPTF service as well as multiple VXML and SCCP voice gateways
- Significant experience with ATT Route-It application
- Aceyus – maintenance and administration for version 4.5
- Aceyus - Lead engineer on upgrade to version 6, combining the two environments into one platform for both UCCE environments
- Verint – Assisted in maintaining/operating version 11 infrastructure that included WFM and QM (call recording)
- Access to and made changes within Windows AD, Infoblox DNS, Solarwinds, CybarArk, External DB Lookup server (SQL)
- Lead for transition of large UCCE cluster to Five9 – responsible for porting, IVR scripting, configuration (including use of APIs to load/change configuration) and integration of Workforce Automation tool to make API calls; this includes the main Terminix branches as well as a dozen other stand-alone OpCo’s
- Co-Lead engineer on upgrade/tech refresh on UCCE 9.0 cluster to 11.6
- Architect/Lead Engineer for implementing Cisco Courtesy Call Back feature on UCCE
- Architect/Lead Engineer for implementing additional vendor call center to supplement internal agent capacity using SIP refers
- Later on, integrated those same agents into existing CUCM/PG using Mobile Agent mode with Call by Call mode sending over to an Asterisk PBX
- Architect/Lead Engineer on upgrade/tech refresh for a line of business that split off as another company which included UCCE, UCM, Unity, Nuance application, CUBEs, Nuance Application Reporting, Verint (upgrade from 11 to 15) for 1500+ agents
- Physically racked/cabled/designed elevation diagram for Cisco UCS C 240s as well as ASR 1006’s and 3945’s used for this deployment
- Assisted with building VMWare environment and servers within UCS hardware
- Built small ACD group within Amazon Connect platform that included courtesy call back, call recording, SSO login, custom Agent Desktop with webpage using Java script
- Developed close working relationships with other IT teams, including leadership as well as the business – WFM, Call Center Operations and Customer Solutions.
Engineering Specialist Advisor
FedEx Services
01.2010 - 01.2017
- Lead on testing, troubleshooting and planning for 800GOFEDEX platform for migration to SIP using Sonus SBC’s
- Lead engineer working with other IT departments that include DBA, network infrastructure, application and web developers and telecom groups, both internal to FedEx and external vendors
- Close relationship with the business to fulfill responsibilities and requirements for daily operational activities as well as major and minor projects, including several migrations from legacy ACD systems to IP Contact Center and sending over 1500 agents home from brick and mortar centers
- Experience with Cisco Call Center software, including Unified Contact Center Enterprise, Cisco Unified Call Manager, Cisco Outbound Option, Intelligent Contact Management as well as Exony (Cisco security, reporting, scripting tool), Calabrio (Work Force Management and call recording tool that integrates with Cisco Call Center platform)
- Developed and coded an outbound voice application that interfaces with customers in Mexico and can connect back to a Call Center agent in Mexico
- Provided a 20% reduction in Dex03 (Delivery exception type 3 – wrong address) since cutover in October 2011, saving LAC region an average of about $2-3 million a year
- Also developed a Duties and Taxes application that saves LAC around 5 FTEs because the automated dialer calls the customer instead of having agents sit around and call customers manually asking for Duties and Taxes fees
- Sole administrator for the ATT Route-It application that controls all of the ATT terms for the call centers in North and South America
- Sole administrator for the Exony platform that provides a security and auditing model around Cisco’s Call Center platform as well as reporting
- Taken lead on and implemented major effort to upgrade and expand our current contact center for the 800GOFEDEX customer service group, first to 8.5 and then to 10.0, about 2 years apart
- Responsible for virtualization of Contact Center platform from bare-metal to VMWare ESX servers 5.1.
PS Consultant
Genesys Labs
01.2006 - 01.2010
- Experience with coordination and implementation of several large-scale Genesys projects, working closely with several team members consisting of Genesys, customer and vendor consultants
- Administration and maintenance of Databases (SQL, Oracle), Unix (AIX and Solaris) servers
- Integration with several different switches (Nortel, Alcatel, Avaya, Cisco) as well as MS Live Communication Server
- Worked from Home Office remotely as well as traveling extensively to customer’s sites
- Tight working relationships with project managers, engineering leads, DBAs, Network and OS Admins from the customer
- Took initiative to learn new product focus areas and expanded technical knowledge in the company’s software portfolio.
IT Help Desk Specialist
Accredo Health (Medco)
01.2005 - 01.2006
- Provided support for local and remote users/sites, with over 2000 desktop and 600 laptop users in several states
- Helped to maintain a highly successful Help Desk that operated at 97% Service Level
- Responsible for all ongoing critical IT issues and maintaining reports of those issues
- Administration of Data Security functions, VPN accounts and setup and maintenance of RxHome (medical record/billing software) user accounts
- Assist in testing of company-wide application installations
- Provided 24-hr “on-call” support for around 500 remote end-users.
Computer Operations Specialist
Regions Bank
01.2004 - 01.2005
- Monitored over 3000 servers, routers, ATMs, switches and hubs in Windows and UNIX based systems while providing notification documentation to proper business partners
- Administered server backups using Veritas Netbackup client ensuring completion
- Performed operator duties using IBM Mainframe system including job scheduling and production, system maintenance and assistance with bi-weekly REORGS and monthly IPL.
Tier II Technician/Supervisor
Stream International
01.1998 - 01.2002
- Updated a local website using FrontPage to assist other technicians internally
- Assisted internal clients with troubleshooting a major PC Manufacturer, including software, hardware and ISP services
- Trained new employees on hardware account (PC hardware and software installation, maintenance, troubleshooting).
Education
Management Information Systems, Bachelor of Business Administration -
University of Memphis
Memphis, TNSchool of Computer Engineering -
Mississippi State University
Starkville, MSSkills
- Ability to lead teams, delegate responsibilities and manage projects in a timely manner
- Ability to handle difficult and complex situations as well as handle a multitude of personality types
- Excellent oral and written communication skills
- Strong customer service and support experience
- Ability to work alone unsupervised, or with teams, as well as travel experience
- Voice applications/technologies – Five9, WFA, Invoca, Verint Cisco UCCE, CUCM, UC, VoIP, CVP, Voice Gateways, CUBE, Jabber, Amazon Connect
- MS Windows and Linux OS experience as well as basic SQL experience Configured web applications and have some experience with Apache and Tomcat
Timeline
IT Architect/Telephony Manager
ServiceMaster Inc/Terminix
01.2017 - Current
Engineering Specialist Advisor
FedEx Services
01.2010 - 01.2017
PS Consultant
Genesys Labs
01.2006 - 01.2010
IT Help Desk Specialist
Accredo Health (Medco)
01.2005 - 01.2006
Computer Operations Specialist
Regions Bank
01.2004 - 01.2005
Tier II Technician/Supervisor
Stream International
01.1998 - 01.2002
Management Information Systems, Bachelor of Business Administration -
University of Memphis
School of Computer Engineering -
Mississippi State University
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