Experience

Career Education Corporation

• Telephony Engineer



Career Education Corp

• Schaumburg

• Telephony Engineer

  • May 2016 - Present

  Telephony and contact center support for multiple locations. Telephony and contact center support for multiple locations.



OfficeMax

• Retail
• 700 & Above Employee

• Sr Telecom Engineer

  • Aug 2010 - Jan 2016

  Responsibilities include but are not limited to: - Providing telephony support in a large, multi-site environment. - Updating and maintaining complicated multi-channel contact center configurations. - Meeting with and establishing relationships with our internal customers. - Monitoring systems to sustain stability and minimize potential outages. Responsibilities include but are not limited to: - Providing telephony support in a large, multi-site environment. - Updating and maintaining complicated multi-channel contact center configurations. - Meeting with and establishing relationships with our internal customers. - Monitoring systems to sustain stability and minimize potential outages.



Grainger

• United States
• Retail Office Equipment
• 700 & Above Employee

• Telecommunications Engineer III

  • Oct 2007 - Dec 2009

  Responsible for complex telephony support and maintenance activities at 2 large campus locations. Duties included:- Meeting with internal clients for the purpose of understanding departmental telephony needs, consulting on process improvements, and/or identifying new requirements.- Coordinating regular meetings with strategic vendor partners to keep abreast of changing technology. - Performing trouble ticket resolution within agreed upon SLA’s and proactively monitoring ticket activity to identify, investigate and avoid any potential problems.- Scheduling and completing complex Moves/Adds/Changes. Providing timely follow up to customers to ensure awareness of scheduled moves, changes or planned outages.- Participating in Disaster Recovery planning and testing for several of our call centers. Show less

• Voice Team Lead

  • Jan 1999 - Oct 2007

  Responsible for overseeing the daily telecom activities for a team of 8+. Duties included:- Supervising the team and overseeing all aspects of new system installs, system upgrades, problem identification and resolution.- Interviewing and hiring additional staff members, to complement the existing team. Established a strong, friendly team that promoted self development and growth.- Building solid relationships with internal customers to partner with them, design, create and implement technology solutions. - Keeping abreast of new technologies that could enhance customer service and/or increase employee productivity. Show less