ledeen halloran

* Sr. VoIP Analyst/ Call Center Specialist Labcorp, Burlington NC * Support for multiple Cisco VoIP and IPCCE systems. – * Scripting AT&T Route IT * Update and write new scripts for ICM/CVP for large Core system, as well as older ICM/IPIVR sites.- VoIP users 2500 Plus and growing * Lead Analyst on implementation projects for Call Center sites. * Conducting customer interviews/Needs Analysis * Document Call Flows/Create new scripts to meet customer needs * Implementation and programming for Cisco ICM Configuration Manager/ICM Scripting * Write Test Plans for new installations and new Scripts * Unity Connection and Unity Support and deployment for Multiple Sites * Call Manager Support and deployments multiple sites * On going technical support and troubleshooting for Call Centers (Both Cisco ICM as well as Nortel Call Pilot sites – including scripting) * Operation Manager – for Troubleshooting and Voice Network Support * Provisioning Manager - Support all Cisco VoIP Products: Provide 2nd and 3rd level support for Cisco Call Manager/Cisco Unity Connection/Cisco ICM Open and work TAC Cases

Manage and provide technical support for O'Melveny & Myers Cisco VoIP Voice Network. Consisting of 12 Call Manager Clusters, 7 Unity Systems (2 redundant, 5 standlalone) digitally networked, Unity Bridge - networked to legacy Octel Systems, 1 IPCCX Call Center. Perform system and server upgrades, design and installation of new systems. Recently installed 96 Port Redundant Unity 5.0 servers and ported over 1400 Octel users to it. Current project , installation and programming of a 36 Port Redundant Unity system for East Coast offices. Cross training of other VoIP network staff in deployment of Unity VM systems and support. Provide 2nd and 3rd level support of all Cisco Voice systems including on call rotation.

Support, maintain and design and install new Cisco VoIP systems, Cisco Call Manager, Cisco Unity and IPCCX. Designed new Cisco Call Manager centralized system and conducted initial installation, which replaced 3 standalone Call Manager systems. Provided 2nd and 3rd level support for Cisco VoIP Voice network and products. (Call Manager, Unity and IPCCX)

* UCCE Implementations Engineer * CCAT Implementations Team * 10/1/2011 to Present * Cisco Systems, RTP NC * Design and implement new contact centers within Cisco’s worldwide network. * Products involved: Cisco ICM, IPIVR’s,CVP call Studio and Micro Apps, CTIOS for both Standard Agents and Unified Mobile Agents, Call Managers, Voice Gateways, UCCE Reporting – CUIC, ICEBERG, Webex. * Work with clients to determine needs of new team * Build and program the new contact centers * ICM, IPIVR, CVP Call Studio and Micro Apps Scripting * Assign and build all DN’s, CTI Route Points, order TFN’s etc. * Create all documentation for support of contact by the CCAT Operations team. * Create UAT Plans * Cisco ICM: Scripting, Configuration, Routing Design, Installation, Troubleshooting, Call Tracing, SQL Database Schema, Automation