TDM/VoIP Support Engineer at Vox Network Solutions
San Francisco Bay Area
- Current
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- Senior Remote Engineer at Vox Network Solutions
- Past
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- Senior Technical Engineer at Telenet
- Senior Telecom Engineer at HellerEhrman
- Technical Support Engineer at Shared Technologies
- Control Desk Manager at Firstworld
- Network Administrator at Team Results
- Network Administrator at Unnamed Company
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- Websites
John Williams’s Summary
GOALS
To bring more than 15 years of data, telecom experience to the installation and maintenance of convergence technologies. To develop myself as a leader with an emphasis on electronic business solutions and Voice over IP. To improve the quality of the team and their loyalty through positive leadership.
EXPERIENCE
A dynamic and versatile employee capable of performing a variety of tasks with an emphasis on design and support for Contact Centers (traditional call centers or converged contact centers), VoIP and converged desktop solutions.
John Williams’s Specialties:
Vendor Management, Project Management, Staff Management, Desktop Support, Voice/Data Network Architecture Design, Contact Center, IVR, Unified Messaging, VoIP, TCP/IP, HTTP, HTTPS, ASP, PHP, CSS, SNMP, SMTP, DNS, Active Directory, VPN, Wireless LAN, LAN, WAN, RAS, Microsoft IIS, Microsoft Exchange, Windows Server NT/2000/2003, Meridian-1, Succession, Telephony Manager, CallPilot, Contact Center, Ethernet Routing Switch (ERS) 5500, 8600, MLT, SMLT, RSMLT, Voice PRI provisioning
John Williams’s Experience
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Senior Remote Engineer
Vox Network Solutions
(Privately Held; 11-50 employees; Telecommunications industry)
April 2008 — Present (1 year 8 months)
My responsibilities include remote engineering and remote support of field engineers in the converged (Telecom & Data) networking division of Vox Network Solutions. My day to day tasks involve participation in clearing the remote engineering queue of open tickets, solutions research and product knowledge development, support of field personnel, working with the executive team to refine our business and support practices for data technology, and working with the sales team and sales engineering team on project scopes. I am also responsible for providing on-the-job training to field engineers on data network technologies and best practices and participate in some installations as the lead engineer.
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Senior Technical Engineer
Telenet
(Privately Held; 11-50 employees; Telecommunications industry)
January 2007 — March 2008 (1 year 3 months)
Responsible for recommending and implementing internal technology at all levels, from phone system and network servers to PC and PC software deployment. Implemented and maintained Active Directory and Microsoft Exchange servers, backups, disaster recovery plans, internal knowledge base technologies and CRM solutions. Consulted with the highest level of management regarding technology decisions for the company. Maintained relationship with manufacturer's technical support division, and responsible for reviewing and addressing incorrect billing on support charges from the manufacturer's support division. Acted as User Account and Engineering Account Manager for Telenet employee accounts with Nortel.com website. Responsible for reviewing all tickets opened with manufacturer support division prior to them being opened to ensure all issues escalated have been thoroughly tested at first and second level troubleshooting. Provided on the job and classroom based training to field technicians.
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Senior Telecom Engineer
HellerEhrman
(Privately Held; 1001-5000 employees; Law Practice industry)
2003 — 2007 (4 years )
Responsible for suggesting, managing and implementing all telecom standardization initiatives, monitoring, disaster recovery and staff training. Identified oppertunities and implemented cost saving changes to support practices and system design. Built and supported a private phone network utilizing inter-office VoIP. Assisted in deployment of Cisco Call Managers to all offices, responsible for integration between existing Nortel Meridian-1 PBX systems and CCM systems during transition period. Assumed responsibilities for infrastructure monitoring utilizing multiple tools (e.g., MOM, SIM, ipMonitor) and the creation of both reactive and proactive monitoring of all network infrastructuring, including routers, switches, Cisco Call Managers, Unity, security readers, UPS systems, webpage functionality, network shares, general server health, server application health, etc.
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Technical Support Engineer
Shared Technologies
(Privately Held; 501-1000 employees; Telecommunications industry)
2001 — 2003 (2 years )
Responsible for resolving 90% of all presented problems within 24 hours and improving overall branch Mean Time to Resolution (MTTR) by 15% through support and technical development within the region. Assisted in the attainment of revenue objectives through support of Account Managers and Sales Engineers. Provide support nationally to field technicians on an as needed basis. Systems supported include Nortel Meridian-1, M-1 PDT, Meridian Mail, Call Pilot, CCR, SCCS, OTM, SNMP via OTM, Nortel VoIP solutions, Avaya/Octel Aria Mail system, Octel Access Server and TelStrat IDVR.
Key accomplishments include complex upgrades of Meridian core, Voicemail and Call Center applications. Performed first-time deployment of multiple new products to customer sites. Worked heavily with CTI, UM and Call Center applications. -
Control Desk Manager
Firstworld
(Privately Held; 1001-5000 employees; Telecommunications industry)
2000 — 2001 (1 year )
Responsibilities included project & staff management, computer telephony integration, systems maintenance and development, and maintenance of call center. Designed custom management reports using Crystal Reports to display historical transaction data from SCCS, resulting in call abandon ratio decrease of 2%. Provided staffing analysis reports, including analyzing staffing requirements. Implemented technical aspects of twelve service migrations, including branded service for multilevel technical support, customer service, billing, collections, and inbound/outbound sales. Reduced Symposium call routing delays by 40%. Established procedures for VPN access to SCCS systems used by operations staff to telecommute. Assisted in integration of Chrysalis' C-POP application with call routing. Responsible for vendor relations, cost analysis and Just In Time (JIT) solutions.
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Network Administrator
Team Results
(Privately Held; 51-200 employees; Marketing and Advertising industry)
September 1999 — 2000 (1 year )
Responsibilities included network administration and PC technical support. Responsibilities increased to include maintenance, expansion and design of Lucent Definity (G3R) telecom systems and Lucent Intuity messaging systems. Responsible for vendor relations and evaluation of web site development services and new technology purchases. Promoted to executive assistant to the Director of Information Technology/Information Systems. Project organizer and team leader for projects requiring between two and six members. Oversaw purchase and installation of Cisco Pix Firewall.
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Network Administrator
Unnamed Company
(Privately Held; 1-10 employees; Information Technology and Services industry)
September 1998 — September 1999 (1 year 1 month)
Additional Information
John Williams’s Websites:
John Williams’s Interests:
Photography, Computers, Technology, Paintball
John Williams’s Contact Settings
Interested In:
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- job inquiries
- expertise requests
- reference requests
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