JACOB KING JR. JacobKJ@aol.com

501 W. 30th St,  Wilmington, DE 19802 Ph (302) 764 4227

 

A contact center consultant with extensive experience designing and implementing enterprise wide Unified communications solutions. Working as a consultant since 1999 focused primarily on the CISCO unified commutations product line.  Delivered solutions for several CISOC Gold partners, in addition to working directly for CISCO advanced services. Prior to ’99 worked as a CISCO ICM administrator, telecom analyst and held various advancing technical support positions.

 

 

·               Extensive knowledge of UNIFIED COMMUNICATIONS (CISCO, AVAYA, NORTEL)

·               Designed and Deployed large-scale ENTERPRISE CONTACT CENTER solutions.

·               Detailed understanding of PSTN VOICE/ DATA hierarchy (L3, VERIZON, ATT) with emphasis on infrastructure provisioning (SIP, T1 PRI/CAS, 800# , DID, SS7) Testing/Line Control and Circuit continuity.

·               Technical Project Management met aggressive timelines established for project deliverables

·               Pre Sales  RFP review, Bill of Materials review, SOW preparation, Call Center and Network Assessments

·               Significant expertise in aligning business requirements with technology solutions.

·               Implementations experience starting with GEOTEL to AVVID to IPCC to UCC

 

 

 

 

 

Childrens Hospital of PA (CHOP), Philadelphia, PA (contractor)- Sr. Contact Center Engineer APR2014–JUL 2014

 

Worked with CHOP IT  and  the vendor (INCONTACT) to deliver a hosted IVR call center solution utilizing INCONACTs CLOUD APLLICATION Provided technical oversight of call center metrics for proposed Cloud application environment.  Worked with team to develop documentation and provide a pathway to future workflow analysis.  Designed call flow scripting to act as a baseline for call delivery for the existing infrastructure.  Reconciled call flow scripts. Developed and tested workflows for call delivery for upcoming migrations. Delivered SME and knowledge transfer of current call center metrics and best practice for the scripting environment. 

 

 

FUSIONSTORM, Sacramento CA, (contractor)- Sr. Contact Center Engineer DEC 2014– FEB  2014

 

Remotely supported CISCO partner for implementation of a newly formed company of  3 Credit unions into a centralized support model. Worked with upper level management to minimalize to identify the challenges of different geographical locations  and the migration issues that will take place.  Planned with several groups some of the responsibilities of the different technical support groups all using different infrastructures. Provided detailed solution design for delivery of Unified Communications services over a SIP network. Reviewed network design and provided alternate QOS design to Identified potential latency issues using projected bandwidth calculations from MPLS network and UCCX elements. Installed and Configured Network Elements (Voice Gateways. MPLS). Provided training and Knowledge transfer trained support team on basic VOIP  design and reviewed basic troubleshooting techniques. Reviewed UCCX design and worked with customer to understand complex UCCX scripting..

 

Bed, Bath and Beyond,  Union, NJ  (contractor)- Sr. Contact Center Engineer May 2013–SEP  2013

 

Worked with Bed Bath Beyond IT support staff to close some post implementation gaps and analysis of current UCCE environment.  Immediately helped to reduced helpdesk Open issue tickets by auditing current scripting environment. Reviewed IP Telephony infrastructure and Contact Center applications(UCCE) to reconcile design.  Provided detailed analysis of inbound call routing solution and Call detailed reporting.  Provided additional SME to personnel and helped to develop some basic troubleshooting techniques.

 

 

INSIGHT, Phoenix AZ - Sr. Contact Center Engineer JUL 2012–SEP 2012

 

As a Contact Center engineer I worked with MERCY Hospital in St Louis MO to help with post deployment support. Worked with MERCY IT personnel and CISCO BAU to help identify network related problems within their environment.  Reviewed IP Telephony infrastructure and Contact Center applications(UCCE) to reconcile design.  Provided additional SME to MECRY personnel and helped to develop some basic troubleshooting techniques.

 

EXELON/PECO (contract), Philadelphia, PA UCCE Administrator MAR 2012–JUN 2012

 

Worked as a system administrator to provide additional support to UCCE application.  Introduced streamlined troubleshooting techniques utilizing several ICM support tools.  Provided SME for upcoming projects that included a migration to SIP environment , additional contact centers created from a  merger and scalability of the existing infrastructure.

 

 

CDW, Vernon Hills,  IL - Sr. Contact Center Engineer AUG 2010–JAN 2012

 

As part of a VOIP project team, provided subject matter expertise and detailed analysis on the pros and cons of IP Telephony architecture, (MGCP vs H323 vs  SIP).  Directed technology discussions around all phases of Planning, Design, Implementation and Testing. Accountable for the project execution and operational delivery of project work streams to take advantage of VOIP architecture. .Utilized CISCO best practice methodology (SRND) to help ensure integrity of design and to deliver a supportable solution. Delivered an architecture based on CISCO High Availability design for H323 networks and identified key network elements of the solution (INGRESS/VXML GATEWAYS.). Collaborated with 3rd party vendor to migrate existing TDM environment to a 100% VOIP (H323, MGCP) infrastructure. Expertise in managing the life cycle of a UC deployment and it various dependencies. Developed ACTION/ISSUES logs, tracked, escalated and resolved multiple IP Telephony related issues

 

 

AXISPOINT Comm. NYC ,NY  UCCX Engineer - Installed UCCX and IP Telephony infrastructure for ACMG in Jersey City.		APR 2010 – JUN 2010
Dial interactive, FL  UCCE Engineer (AT&T) - Performed network design and analysis for Continental Airlines Contact Center infrastructure.		APR 2009 – AUG 2009
CISCO, NY  UCCE Engineer (Advanced services) - Performed audit analysis for Continental Airlines Contact Center infrastructure.		NOV 2008 – JUL 2009
NEMOURS Hospital,  Wilmington DE UCCE Engineer - Provided Administration and training for technology support group.		MAY 2008 – JUL 2008
TOUCHBASE Inc, NYC NY UCCE Engineer -Helped to engineer end to end delivery of IP Telephony and UCCE application.		NOV 2007-APR 2008
VWR Intl,  West Chester PA UCCE Engineer - collaborated  with 3rd party vendor  to migrate existing TDM environment to a 100% VOIP		MAR 2007-OCT 2007
DOW JONES, Princeton NJ Technical Project Manager - implemented a call center migration to carrier hosted environment.		AUG  2006 –SEP 2006
JP MORGAN CHASE, Wilmington DE IPCCE Engineer –totally redesigned ICM routing and call flows for IBTM to route to VRU on unique TFN.		MAR 2004-JAN 2006
TIME WARNER/AOL, Dulles VA IPCCE Engineer – developed a migration plan to send all inbound calls to ALL sites and ALL outsourcers.		MAY  2003-FEB 2004
CAPITALONE, Richmond  VA  IPCCE Engineer – provided maintenance and administrative support to migrate calls to outsourcers.		MAY 2003- JUL 2003
AIG,  Wilmington DE IPCCE Engineer - administrative support. Developed plan to move ICM to a NEW site.		MAR2002-APR 2003
VERIZON WIRELESS,  Morristown NJ IPCCE Engineer- introduced Translation routing out of VRU (Periphonics) for Post call routing.		MAR 2001- NOV 2001
SYNTEL, Inc.,  Troy MI  Senior CRM  Solutions Architect – integrated ASECT CRM portal and sales engineer support.		MAR 2000 – OCT 2001
AT&T NETWORK SOLUTIONS,  Oakton VA Solutions Consultant (CITIGROUP) – Programmed and configured ICM/GEOTEL/ARM for CCG.		OCT 1999 – FEB 2000
AMERIX CORPORATION, Columbia MD Telecommunications Analyst - Administered and helped to influence purchase ICM/GEOTEL.	SEP 1998 – SEP 1999
AMERICA ONLINE,  Dulles VA Telecommunications Engineer - Programmed and configured ICM/GEOTEL for Sales and Service	MAR 1994 – DEC 1997

 

 

EDUCATION

HAMPTON UNIVERSITY, Hampton VA 23668 Business Management 1982-84.