Thomas Timmons
Marietta,GA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Telecommunications Engineer/System Administrator
Oak Dental Partners
06.2023 - Current
- Coordinated installation of new users and relocations of existing users.
- Worked closely with network administrators and server engineers to deliver quality service.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Interpreted electrical schematics and design documents for system installation and build-out.
- Designed, installed and maintained organization's telephony network.
- Installed, maintained and supported VoIP applications.
- Maintained documentation for telecommunication systems, equipment inventory and floor plans.
- Researched and recommended network and data communications hardware and software.
- Installed, maintained and supported IVR applications.
- Installed, maintained and supported voice/data applications.
- Performed day-to-day monitoring, management, administration and support of alarm systems.
- Ran and analyzed call processing flows and traffic studies to determine optimum configurations.
- Established data security plan and robust data recovery strategies.
- Maintained appropriate environmental conditions in telephone equipment rooms.
- Performed telecommunication and networking business evaluations.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Monitored overall network performance.
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Initiated improvements to operational efficiency of network.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
Telecommunications Analyst
Medtel Communications
11.2022 - Current
- Provide support for Medtel Clients that subscribe for Mcloud and or IVR services
- Troubleshoot client issues through phone calls emails and support tickets
- Program PBX for client onboarding
- Trained new and existing customers on PBX and IVR administration functions
- Consult in regards to best solutions for programming based on business sense
- Created SIP trunks and configure network for pharmacy software integration and compatibility
- Followed standards and procedures to maintain safe work environment.
- Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
- Assessed facilities to determine capacity and needs for telecommunications systems.
- Worked well in a team setting, providing support and guidance.
System Administrator/Telephony Manager, System Administrator
Credit Recovery
04.2016 - 01.2022
- Responsible for managing held desk tickets, phone calls and emails on a daily basis to ensure SLA’s were met for a staff of over 500 end users in house and 200 additional sub-contractors
- Managed, created users and groups as well as updated group policies in AD
- Coordinated the procurement of service for hardware and software repair as well as maintenance for all company equipment
- Monitored switches as well as provided remote support for end users from the Cisco Meraki console
- Monitored traffic, alarm, event, diagnostic and performance statistics logs from WatchGuard solution
- Coordinated the vetting for outside contracting and responsible for daily system checks on company software
- Developed processes and procedures in addition to best practices for production and system related task
- Set up workstations, printers and copiers for site locations
- Managed the import, leveling, auditing and distribution of client inventory through companies CRM solution., add users and groups to CRM as well as created and managed internal SQL database and daily job task in CRM
Telephony Manager
- Duties
- Responsible for all VoIP solutions migration and deployment
- Create IVR routes, messaging and inbound and outbound routes for PBX system
- Create users, extension, mailboxes, voice message to email features from VoIP solution consoles
- Build and maintain a computer network with capabilities of sharing information or keeping it confidential for all employees
- Attend to all employee needs and concerns regarding the network
- Train employees in network operations to avoid miscommunication
- Troubleshoot issues with the network in order to make it run more efficiently and to avoid future problems
- Perform beneficial network updates whenever available
- Monitor mobile usage of users from Meraki Dashboard
- Audit users, call logs, call queue functionality and tendencies on a monthly basis and record any beneficial findings to include in best practices
- Meet weekly with VoIP Solutions provider to address technical concerns and be informed of updates regarding the solution
- Conducted monthly billing audits involving telephony systems
- Responsible for all vetting and procurement of telecommunications systems
Project Supervisor
Credit Recovery
05.2014 - 04.2016
- Conducted Quality Audits in regards to the rehabilitation program, designed by the Department of Education, to ensure quality and company standards are being meet
- Assist Sub Contractors with dialer issues as well as providing account information in regards to consumer compromise request
- Submit monthly and daily production reports to management and the Department of Education
- Oversee and manage team members on daily tasks and projects as well as conduct monthly reviews on performance of members of the team
- Coordinated meetings with stakeholders on implementing new processes and procedures for continuous improvement to the organization
- Loaded and activated monthly inventory for production staff from the United States Department of Education in efforts to improve monthly revenue
- Coordinated and managed the implementation of systems used by production staff.
Assistant Collection Manager
Credit Recovery
05.2012 - 01.2014
- Prepared daily call queries for the production staff using Microsoft SQL Server Manager and in house SQL databases
- Performed daily audits on collector accounts to ensure compliance
- Manage agent time and scheduling
- Performed daily training with management and agents on performance
- Meet with executive staff weekly to review the teams pace on hitting monthly goals as well as providing insight and suggestions on best practices and procedures.
Education
High School Diploma -
Washington County High School
Sandersville, GAPMI Lab works -
Certificate of Completion of Project Management Knowledge) -
Skills
- Professional Skills
- Windows Active Directory
- Windows Operation Systems
- Microsoft SQL knowledge
- Microsoft Exchange Knowledge
- Proficient in Microsoft 365 applications (Excel, Power BI)
- Account Inventory
- VMWare/V-Sphere/EXI
- WatchGuard Firewalls
- Help Desk Support
- Power Apps
- VoIP Solutions (Cisco, RingCentral, LiveVox, 8x8, Microsoft Teams, Avaya)
- Automated Dialer Ops (Engage Voice, LiveVox, Toouchstar)
- RingCentral Back Office, and Microsoft Teams Admin Consoles
- RingCentral Glip & Microsoft Teams messaging Admin Consoles
- Cisco Unified Communications Manager, Cisco Unity, Cisco Call Manager, Jabber, Cisco Meraki, Telepresence, Expressway, IOS Gateway Knowledge
Certification
AWS Certified SysOps Administrator Associate Amazon Web Services, AWS, AWS Certification, AWS Cloud, Cloud Certification, Cloud Infrastructure, Cloud Migration, Cloud Operations, Cloud Storage Optimization,
PMI Certified Associate of Project Management, #198130 Communications Management, Cost Management, Human Resources Management, Integration Management, Project Management, Project Management Process, Quality Management, Risk Management, Scope Management, Time Management
Timeline
Telecommunications Engineer/System Administrator
Oak Dental Partners
06.2023 - Current
Telecommunications Analyst
Medtel Communications
11.2022 - Current
System Administrator/Telephony Manager, System Administrator
Credit Recovery
04.2016 - 01.2022
Project Supervisor
Credit Recovery
05.2014 - 04.2016
Assistant Collection Manager
Credit Recovery
05.2012 - 01.2014
Telephony Manager
High School Diploma -
Washington County High School
PMI Lab works -
Certificate of Completion of Project Management Knowledge) -
Similar Profiles
Breanne NelsonBreanne Nelson
Regional Operations Manager at Oak Dental PartnersRegional Operations Manager at Oak Dental Partners
Luisa SuazaLuisa Suaza
Oral Surgery Assistant at Oak Dental PartnersOral Surgery Assistant at Oak Dental Partners
Julia CosteaJulia Costea
Receptionist/Inbound Call Center Representative at Oak Dental PartnersReceptionist/Inbound Call Center Representative at Oak Dental Partners
NICHOLE JUERGENSNICHOLE JUERGENS
PAYROLL MANAGER at OAK DENTAL PARTNERSPAYROLL MANAGER at OAK DENTAL PARTNERS
Rachel CarterRachel Carter
Professional Reviewer at American Association of Nurse Practitioners-Certification BoardProfessional Reviewer at American Association of Nurse Practitioners-Certification Board