John U. Gillison
6605 Rycroft Ave Hyattsville, MD 20784
(240) 643-4417
[Send email using form at bottom]
Objective:
Telecommunication Engineer while pursuing further experiences in
Telecommunications Engineering Technologies.
Demonstrated skills and proficiencies include:
• Project Planning
• Customer Service
• Supervision
• Systems Upgrade
• Call Routing Design
• Call Center Design
• Problem Resolution
• System Maintenance
• Testing/Troubleshooting
• Technical Support
• Closet Build-Outs
• Report Writing
Employment:
Arbitron Inc.
9740 Patuxent Woods Drive Columbia, MD 21046
March 2009 to Present (3-6 Month Contract)
Telecommunications Analyst
DUTIES
• Wireless Device administration.
• Telecommunications bill allocations.
• Telecommunications project implementations.
• Wireless BIS administration.
• Avaya S8700 Media Server deployment, troubleshooting, and administration.
• Avaya G650 Media Gateway deployment, troubleshooting, and administration.
• Avaya PBX deployment, troubleshooting, and administration.
• Avaya Communication Manager 5.1 S8300, S8500, & S8700 Media Servers
• Avaya Definity (ACD) administration.
• CMS custom report writing.
• Intuity Audix and Modular Messenger administration.
• Avaya Call Routing, Vector, Hunting (ACD) administration and design.
• Call Center Agent skill/hunt group inventory and design.
• Delivering services around the clock and responding to requests for emergency
service hours.
• Project Manager: Remote site replacement, On-Site Repair, Relocation, Remote
site de-.
• Polycoms C16 Video VTC/Multimedia support /troubleshooting of
integrated video and audio conferencing equipment.
• Responsible for troubleshooting all HQDA VTC hardware.
• Respond to Service tickets for assistance, training or troubleshooting on
VTC equipment.
• Circuit inventory/billing maintenance.
• Tier 3 Help Desk Support
Fresenius Medical Care
920 Winter Street Waltham, MA 02451
March 2008 to September 2008 (6 Month Contract)
Telecommunications Analyst
DUTIES
• Avaya S8700 Media Server deployment, troubleshooting, and administration.
• Avaya G650 Media Gateway deployment, troubleshooting, and administration.
• Avaya PBX deployment, troubleshooting, and administration.
• Avaya Communication Manager 5.1 S8300, S8500, & S8700 Media Servers
• Avaya Definity (ACD) deployment, troubleshooting, and administration.
• CMS custom report writing.
• Intuity Audix and Modular Messenger: deployment, troubleshooting, and
administration.
• Avaya Call Routing, Vector, Hunting (ACD) administration and design.
• Call Center Agent skill/hunt group inventory and design.
• Delivering services around the clock and responding to requests for emergency
service hours.
• Project Manager: Remote site replacement, On-Site Repair, Relocation, Remote
site de-Installation, De-Installation Support.
• Installing, Configuring, and Reconfiguring T1/T3 and CSU/DSU circuits.
• Circuit inventory/billing maintenance.
• Run CAT5, CAT6, and Fiber Optic cable.
• Punch downs and terminations fiber, or copper cabling.
• Building racks and closets.
• Splice fiber optic cable and terminate the fiber optic cable.
• AT&T Business Direct Disaster Recovery Call Routing administration and design.
• Tier 3 Help Desk Support
Evergreen Investments
200 Berkeley Street, MA 02116
August 2004 to March 2008
Telecommunications Analyst / Project Manager
Duties
• eCAS: Call Accounting deployment, troubleshooting, and administration.
• Avaya S8700 Media Server deployment, troubleshooting, and administration.
• Avaya deployment, troubleshooting, and administration.
• Avaya G650 Media Gateway deployment, troubleshooting, and administration.
• Avaya Definity (ACD) deployment, troubleshooting, and administration.
• Avaya IP Agent deployment, troubleshooting, and administration.
• CMS custom report writing.
• Intuity Audix and Modular Messenger: deployment, troubleshooting, and
administration.
• Nice Loggers, and Dictaphone voice monitoring deployment, troubleshooting, and
administration.
• IPC Alliance 100 Trading Turret System deployment, troubleshooting, and
administration.
• Avaya Call Routing, Vector, Hunting (ACD) administration and design.
• Call Center Agent skill/hunt group inventory and design.
• Manage over 1200 Tel/Data user/agent endpoints.
• Test, installing, repairing, and turn-up new circuits (T-1, DS3, OC3 & OC12),
responsible for cross-connects and any other wiring.
• Delivering services around the clock and responding to requests for emergency
service within 4 hours.
• On-Site replacement, On-Site Repair, Relocation, De-Installation,
De-Installation Support.
• Installing, Configuring, and Reconfiguring T1/T3 and CSU/DSU circuits.
• Circuit inventory/billing maintenance.
• Telecom Procedure implementations for internal & external auditors.
• AT&T Business Direct Disaster Recovery Call Routing administration and
design.
• Run CAT5, CAT6, and Fiber Optic cable.
• Punch downs and terminations fiber, or copper cabling.
• Building racks and closets.
• Splice fiber optic cable and terminate the fiber optic cable.
• Tier 3 Help Desk Support.
ASPECT COMMUNICATIONS
2 Elizabeth Drive Chelmsford, MA 01824
April 2000 to July 2004
Customer Service Engineer
Duties
• Installing calibrate, trouble shoot and maintain Aspect Call Centers / ACD,
IVS, IVR, and all Aspect telephony devices.
• Provide service support for Broadband Installation, Network Installation, and
Hardware/Software Updates.
• Team focus on customer CTI, Call Center, Network, and Database implantations.
• Work with customers to determine Aspect Call Control Table Designs (Call
Routing Architecture), Agent Architecture, ACD Hardware configurations, IVR
programming.
• Upgrading Call Center software and loading the latest software releases,
service packs, and security patches.
• Coordinating a wide range of Telecommunications VoIP / IP Telephony projects.
• Networking Technology including Frame Relay, TCP/IP, FTP, DHCP, and DNS.
• Supporting and maintaining 24x 7 service operations utilizing on-site and
remote access service methods using VPN and modem access applications.
• Respond to pager call when down time occurs.
• Maintaining AC/DC Battery back-up power supply.
• Terminating and punch down cross-connect voice and data cable design
interfaces and distribution on MDF and IDF and distributions frames.
• Configuring and reconfiguring T1/T3 circuits on PRI's.
• Preparing daily and monthly records and reports of progresses and failures.
• Perform regular hands on maintenance and upgrades as required to
telecommunication equipment.
TEXEL Corporation
1860 Michael Faraday Drive Reston, VA 20190
December 1997 to April 2000
Telecommunication Technician
Duties
• Supervised a team of technicians on various installation projects while
successfully meeting all critical technical and time deadlines. Performing
on-site installation walk through and acceptance reviews.
• Testing and troubleshooting LAN systems and devices.
• Installing and maintenance of wide range of voice, data, and video equipment.
• Installing Krone Blocks, 110 Blocks, and 66 Blocks.
• Run CAT5, CAT6, and Fiber Optic cable.
• Punch downs and terminations fiber, or copper cabling.
• Building racks and closets.
• Splice fiber optic cable and terminate the fiber optic cable.
• Reading and understanding blueprints.
• Monitoring and supporting routers, hubs, switches, and 100 base-T and Ethernet
network topologies.
• Testing and correcting signal losses in wire map and patch panel connections.
Education:
Capitol College
11301 Springfield Road Laurel, MD 20708
Telecommunication Engineering Technologies, 1998
Related Technical Training:
• Administering Cisco CallManager and Unity v4.1
• Windows Platform Administration
• Networking Essentials
• Aspect v7.2 Advanced Administration
• Aspect v7.2 CCT |
