Experience

• 

  Raley's

  • Voice Network Engineer II

    • Sep 1999 - Present

    Perform or coordinate the most complex adds, moves, and changes to the voice network infrastructure for all corporate office locations.Reports, tracks and if necessary, escalates voice platform performance issues to resolution.Provide Tier 2 support for store and corporate voice issue escalations from TAC.Work with internal IT groups, store personnel, Real Estate, Facilities, vendors, and LECs.Voice equipment implementation and coordination at store and corporate sites.Place orders for new, and disconnection of, POTS lines and circuits.Implement and maintain cellular technology and handsets.Order AT&T conferencing services and maintain database.Develop and implement project plans for voice network support.Manage and report on voice project milestones and deliverables (new stores, closures or relocations, remodels).Act as a technical liaison with other departments to identify their voice network infrastructure-related requirements.Create and maintain support documentation in current Knowledgebase databases.Worked with various Telecommunications systems and tools: Meridian PBXs, Octel and Meridian voice mail systems, OTM, Cisco CUCM and Unity systems, Toshiba key systems, Spectralink phone systems, paging systems (and other peripheral equipment), call accounting, ACD.Experience with Digital, analog, and IP phones.Familiarity with T1, T3, LECs/CLECs, POTS terminology and concepts, etc.

• 

  The Money Store

  • Sacramento, California Area

  • Telecommunications Analyst

    • Oct 1995 - Aug 1999
    • Sacramento, California Area

    Configured and oversaw installation of Toshiba phone systems nationwideOrdered and oversaw installation of local lines, long distance services, toll-free services for nationwide branchesCreated Scope of Work for, and coordinated installation of network cabling needs (both voice and data) for nationwide branchesCreated Scope of Work for, and coordinated retrieval of telephony equipment for nationwide branches that closedOrdered and oversaw disconnecting of services for local, long distance, and toll-free linesCoordinated all telephony MAC/AR and service needsCreated and maintained Access database for all branch locations' equipment inventory, line listings and work ordersApproved vendor invoicesAnalyzed local and long distance bills for accuracy and cost savingsProvided backup support for cell phone and pager orders, toll-free services for Sacramento campuses (AT&T Route It!), running of Remedy reports and TRACK-IT reports

• 

  Inter-Tel / Introlink

  • Sacramento, California Area

  • Customer Service Supervisor / Customer Service Representative

    • Sep 1986 - Oct 1995
    • Sacramento, California Area

    Supervised Service Department representatives (promoted from service representative to Priority service representative to Supervisor)Handled MAC and service calls for Priority accounts (large PBX customers)Provided in-house technical support for field service techniciansProvided remote PBX system programming and trouble shootingOrdered equipment and local services (LEC) for customersRouted and dispatched field service technicians statewideHandled invoicing and resolution of billing issues

• 

  Compath

  • Sacramento, California Area

  • Receptionist / Dispatcher

    • Sep 1983 - Sep 1986
    • Sacramento, California Area

    Taking and trouble shooting of service calls for key systems to PBX systemsRouting and dispatching of field service techniciansWarehousing of telephony equipment (receiving, inventory, ordering)Purchasing of office suppliesSecretarial supportReception

• 

  Irvine P. Dungan, Attoryney at Law

  • Sacramento, California Area

  • Secretary

    • Jan 1977 - Oct 1979
    • Sacramento, California Area

    Transcribing and typing of legal documentsAppointment setting (customer and court)InvoicingCourt errands (recording of documents, fee payments)