Tyler Thiede

Tyler Thiede

Contact Center and Unified Communications Professional

Location
Greater Minneapolis-St. Paul Area
Industry
Health, Wellness and Fitness

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Tyler Thiede's Overview

Current
  • UC/UCCE Architect - Consultant at Accenture
Past
Education
Connections

441 connections

Tyler Thiede's Summary

I am an IT professional in the field of networking with a concentration in voice, specializing in Cisco's Contact Center products. I currently hold CCNA and CCNA Voice certifications. I am currently studying for the CCNP Voice certification.

My ultimate goal is to obtain advanced Cisco certifications and become an expert in Cisco's contact center products with strong abilities in other Unified Communications technologies.

I'm a fast learner, a hard worker, dedicated to constant learning, and enjoy sharing my knowledge with others.

Specialties: Cisco Unified Contact Center Enterprise (UCCE), ICM Scripting, Cisco Unified Communications Manager (CUCM), Cisco IOS, Customer Service, networking, desktop support, Microsoft Office, Microsoft Windows, virus removal, spyware removal, Group Policy, Windows Server, Adobe Creative Suite, Video Production, DVD Production, video conversion/compression, photo editing.

Tyler Thiede's Experience

UC/UCCE Architect - Consultant

Accenture

Public Company; 10,001+ employees; ACN; Information Technology and Services industry

September 2013Present (1 year 1 month) Greater Minneapolis-St. Paul Area

Network Planning Analyst

Marshfield Clinic

Nonprofit; 5001-10,000 employees; Hospital & Health Care industry

February 2013September 2013 (8 months) Marshfield, Wisconsin

In this role I provide advanced support of the enterprise network and telephony systems. Though I specialize in Cisco voice products, I support a wide array of systems. I am also involved in projects and implementation of network and telephony systems.

Unified Communications Technician

Marshfield Clinic

Nonprofit; 5001-10,000 employees; Hospital & Health Care industry

July 2012February 2013 (8 months) Marshfield, WI

Responsible for maintenance and troubleshooting of enterprise network and IP telephony software and hardware. In this role I specialize in UCCE projects and support, CUCM, general call center project and support, and general network support. I work in the Network Operations Center, where strong troubleshooting skills, flexibility are absolutely necessary.

Network Operations Center Technician

Marshfield Clinic

Nonprofit; 5001-10,000 employees; Hospital & Health Care industry

January 2011July 2012 (1 year 7 months)

Maintenance, troubleshooting, and monitoring of the company network including network equipment, phone systems, UPSs, servers, data center equipment, and WAN connections.

Help Desk Specialist

Marshfield Clinic

Nonprofit; 5001-10,000 employees; Hospital & Health Care industry

July 2008December 2010 (2 years 6 months)

Answer the Helpline and provide first-level troubleshooting of the PCs, tablets, laptops, and applications.

We have over 7,000 employees and hundreds of in-house developed applications our Help Desk supports.

I also assist the Support Communications team. They provide second-level support to the Microsoft Office products including Access and Outlook.

A/V Specialist

Marshfield Clinic

Nonprofit; 5001-10,000 employees; Hospital & Health Care industry

20072008 (1 year)

Provided general A/V support. This included support for video conferences, auditorium events, and conferences.

Network Technician

Cleary Building Corp.

Privately Held; 501-1000 employees; Construction industry

October 2006June 2007 (9 months)

Was in charge of maintenance, installation, and initial troubleshooting of the corporate network equipment and servers. Responsible for the daily backup of the company's data.

Also provided Help Desk support for the users at the corporate office.

In this position I worked with various network equipment, Dell servers, Dell tape libraries, Exchange, Windows Server 2000, Windows Server 2003, WSUS, Active Directory, and Group Policy.

Help Desk Technician

Cleary Building Corp.

Privately Held; 501-1000 employees; Construction industry

September 2005October 2006 (1 year 2 months)

Provided support for the, at the time, 76 branch offices. I was responsible for the PCs, Internet, and related equipment at these locations.

Service Technician

Shadow Fax

August 2004August 2005 (1 year 1 month)

Repaired printers for businesses in the Madison and Milwaukee areas. Worked on HP, OKI, Minolta, Samsung, and other printers. In this position I became certified in over 20 HP laser printers and plotters.

Tyler Thiede's Projects

  • UCCX to UCCE Migration

    • August 2012 to September 2013

    Moving several contact centers from the UCCX platform to UCCE. The group sizes vary from a few agents to 40. This project includes meeting with management to demonstrate the new user interface, features, reporting, and to confirm call flows. The core project tasks include migrating existing call flows from VXML scripts to ICM scripts, and migrating devices and sites to another Call Manager cluster. Also involved is end-user training, documentation, after-deployment support, and change requests after deployment. This project requires much manager interaction, technical planning, development, testing, documentation, and end-user interaction.

  • QM Upgrade

    • October 2012 to Present

    Provided assistance for a project to upgrade a contact center quality management solution deployment. This included deployment and will include ongoing support of the product thereafter.

  • UC Upgrade

    • December 2012 to May 2013

    Project upgrading the UCCE and CUCM platforms to newer versions. Also ensuring third-party telephony applications will integrate with the new platform.

Tyler Thiede's Courses

  • Network Operations Center Technician

    Marshfield Clinic

    • Administering Cisco Unified Contact Center Enterprise (AUCCE) (AUCCE v1.0)

Tyler Thiede's Certifications

  • Cisco Certified Network Associate (CCNA)

    • Cisco Systems, Inc
    • March 2011 to March 2014
  • Cisco Certified Network Associate Voice (CCNA-Voice)

    • Cisco Systems
    • May 2012 to May 2015

Tyler Thiede's Skills & Expertise

  1. Cisco Unified Communications Manager
  2. Cisco Unified Communications Manager Express
  3. Cisco Unified Contact Center Enterprise (UCCE)
  4. Networking
  5. Cisco IOS
  6. Adobe Creative Suite
  7. Technical Support
  8. Video Production
  9. Windows
  10. Microsoft Office
  11. Troubleshooting
  12. Project Coordination
  13. ACD
  14. Calabrio
  15. IVR
  16. Contact Center Reporting
  17. ICM
  18. ICM Scripting
  19. Voice Gateways
  20. VoIP
  21. WAN
  22. LAN-WAN
  23. Cisco Technologies
  24. Cisco Call Manager
  25. Customer Service
  26. Cisco Routing & Switching
  27. Unity Connection
  28. Cisco Certified
  29. Teamwork
  30. Telecommunications
  31. Telecommunications Engineering
  32. Cisco Routers
  33. Cisco VoIP
  34. Gateway
  35. Windows Server
  36. Routers
  37. Network Administration
  38. Switches
  39. Computer Hardware
  40. VXML
  41. Contact Centers
  42. Hardware
  43. Microsoft Exchange
  44. Network Design
  45. Group Policy
  46. Software Installation
  47. CCNA
  48. Telephony
  49. CUSP
  50. Network Transformation

View All (50) Skills View Fewer Skills

Tyler Thiede's Education

University of Phoenix

Bachelors of Science, Information Technology Networking and Telecommunications

20102013

Grade: 3.96 GPA

University of Phoenix

Associate of Arts (A.A.), Information Technology Support

20082010

Grade: 3.95 GPA

This program was a general IT curriculum with a focus on end-user support.

Madison Media Institute

Certificate, Video Production

20032004

This was a one year program with hands-on classes. The curriculum covered videography, video editing, 3D animation, photo manipulation, audio editing, media encoding, and DVD authoring. We used Final Cut, Avid, ProTools, and the Adobe Creative suite to learn a wide array of industry-standard software and hardware.

Activities and Societies: Did freelance video work while attending school here.

Tyler Thiede's Additional Information

Interests:

archery, bow hunting, camping, mountain biking, video gaming, spending time with my wife and daughter

Groups and Associations:

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