Cyddia Rodrigo

Led design and implementation of call/contact centers, including legacy system transitions and integration with new platforms. Provided technical support for Avaya voice systems/networks and Genesys platform migrations. Developed and delivered training for call center applications and IVR scripting. Managed project teams for installations, relocations, and customer transitions. Translated customer requirements into actionable plans and designs for voice solutions.

Directed daily operations for the enterprise telecommunications department, overseeing infrastructure strategy and project lifecycles across the entire organization. Managed key vendor relationships, negotiating service level agreements (SLAs) and evaluating third-party solutions to reduce infrastructure costs. Championed staff development and technical training programs, building a high-performing team of engineers capable of supporting complex voice networks. Served as the primary liaison between business units, internal IT divisions, and executive leadership to align telecommunications capability with overarching corporate scaling goals.

Provided independent telecom system support for short- and long-term contracts. Specialized in project management, call center design, and legacy system transitions. Delivered actionable solutions based on customer requirements and operational needs.

Held several roles within the companies telecom infrastructure: system analyst, supervisor, engineer. Our team was responsible for the install, support and maintenance of the phone systems and ancillary devices. Within my service area working along side the field technicians, my primary role and specific skill set was in project management, system software (config moves adds changes), call center design/implementation and training. During my tenure was the lead telecom project analyst on the installation of the Avaya platform for the newly built Disney Cancer Center; the transition from the Siemens platform to Avaya for the St. Joseph Medical Center Campus and various other medical facilities within the service area. Assumed the coordination of the company provided wireless/cellular devices which included developing relationships with local carriers, implementing device standards, the purchase/procurement of devices, maintaining inventory and creation/documentation of policy/procedures governing the program.

Supervised engineering and system administration for voice systems across multiple sites. Managed call center design, support, and training for end users. Led project management efforts, including legacy system upgrades and transitions. Developed in-house training materials and facilitated user training sessions. Directed department budget, inventory, and administrative operations.

Architected and managed enterprise-wide voice and telecommunications systems supporting multiple major hospital campuses and regional medical clinics. Directed large-scale infrastructure projects, seamlessly migrating legacy PBX equipment to modern VoIP and unified communication platforms across the healthcare network. Engineered resilient, high-availability call routing and IVR structures for critical, high-volume healthcare environments, ensuring uninterrupted patient and clinical communication. Collaborated with cross-functional IT infrastructure teams to integrate advanced voice messaging systems with corporate email networks and clinical software platforms. Oversaw vendor delivery, contract negotiations, and multi-state hardware rollouts, bringing complex telecommunications projects in on time and under budget.

Primary telecommunications system administrator for seven locations in California, Washington, Kansas, New Jersey and Georgia, which required travel. Responsible for project management on all voice equipment new installations, upgrades, transitions platform to platform and deinstalls. Designed, configured, maintained software and hardware including call centers, worked closely with carriers and equipment vendors as company liaison. Performed all moves add changes both on site and remotely. Project manager for the installation of the Aspect call center system in California and Kansas and the integration/connectivity to the Siemens PBX in the California facility. Additionally was responsible for ongoing design of the call center workflows and CTI. Was also responsible for the administration, design and maintenance for ATT call center platform Route-It used for multi site 800 number TOD call directing. Authored documentation for user training, policy procedures and disaster recovery.

Up With People was/is a musical education program developed with the intent of reaching youth worldwide in hopes of creating a world where all can live in peace and harmony. As a member of this organization I performed on stage as a singer/soloist, part of the advance team specializing in public relations and marketing.