shawn faherty

Transitioned to CSC as part of an outsourcing agreement and assigned to a project team to engineer and transform the voice infrastructure for Sears. The solution leveraged a converged network and centralized call routing through two carrier class IP enabled switches located in central locations and provided on net calling through the data network. Had responsibility for engineering, implementing and supporting ACD routing for call centers utilizing over 4000 toll free numbers. Supported level 1 and 2 technicians on various PBX and Key systems (Rolm 9005, Siemens 9006.6, Siemens Hicom 150, Nortel Norstar, and Nortel BCM). Participated in on call rotation to support technicians on service restoration teams and provide management updates.

Responsible for supporting all aspects of voice communications for the Sears Enterprise including 32 call centers, 870 full line stores and various other locations. Engineered, implemented and supported call center solutions employing the following technologies (Siemens 9006 PBX, Edify IVR, Cisco ICM (Geotel), and Genesys CTI). Assisted in the management of Telco services (local, long distance, and toll free); performed detailed studies of telecom usage and participated in an effort to reduce expenditures resulting in $760K annual savings. Provided tertiary support to level 1 and 2 technicians on various PBX and Key systems (Rolm 9005, Siemens 9006.6, Siemens Hicom 150, Nortel Norstar). Completed several projects to upgrade, standardize or replace call center PBX/ACD systems as well as engineered and implemented a centralized voice mail system for the Sears call centers utilizing virtual tie lines and private dial plan.

As a field technician, responsible for installation and support of various Siemens products consisting of 9006 PBX, Rolm Phone mail, Rolm 9005 PBX, Hicom Trading System, Teleworking Servers, Resume Routing, and Picturetel video conference equipment. Provided 24X7 coverage for customers as part of an on call rotation and performed upgrades and patch installations for systems within my customer locations.

Responsible for support of telecommunications infrastructure for two Houston locations including structured wiring, Siemens 9006 PBXs, Rolm Phone mail, video conference equipment, ACD routing and reporting. Ordered and issued all cell phones and pagers for Houston employees and, remotely administered the software for approximately 10 Siemens PBXs located in sales offices across the country.

Responsibility for setting standards and overall architecture of voice systems for entire Sears's enterprise. Serve as technical lead working with vendor team for implementation and design of Cisco VoIP platform (CVP and UCCE) serving all call centers for Sears; work with Sears call center business to design and implement complex call routing. Also work as liaison between Sears's businesses and vendor implementing large VRU applications.

Responsibility for engineering, implementing and supporting ACD routing for call centers utilizing over 4000 toll free numbers and employing the following technologies (Siemens 9006 PBX, Edify IVR, Cisco ICM (Geotel), and Genesys CTI). I participated on a project team to upgrade from Geotel 4.6 to Cisco ICM 6.0 for enterprise toll free routing. Support level 1 and 2 technicians on various PBX and Key systems (Rolm 9005, Siemens 9006.6, Siemens Hicom 150, Nortel Norstar, and Nortel BCM). Also participate in an on call rotation to provide 24X7 coverage for voice network issues. Worked with call center management to develop plan and business case to replace multiple TDM ACD platforms with UCCE to take advantage of leading edge technology.

Superior customer experiences start with an integrated technology approach. eLoyalty, a TeleTech company, delivers a differentiated customer experience in your contact center. We have the technology to make it easier, more responsive, more flexible than ever before. Our cloud, hybrid, and on-premise technology offerings enable clients to communicate seamlessly with their customers across multiple channels and devices to build customer loyalty. We work with you to determine the best solution for your customers and provide business case justification to replace existing communication technologies or simply layer on new cloud technologies.eLoyalty generates approximately $100 million in revenues and operates primarily in the United States and Canada.

Superior customer experiences start with an integrated technology approach. eLoyalty, a TeleTech company, delivers a differentiated customer experience in your contact center. We have the technology to make it easier, more responsive, more flexible than ever before. Our cloud, hybrid, and on-premise technology offerings enable clients to communicate seamlessly with their customers across multiple channels and devices to build customer loyalty. We work with you to determine the best solution for your customers and provide business case justification to replace existing communication technologies or simply layer on new cloud technologies.eLoyalty generates approximately $100 million in revenues and operates primarily in the United States and Canada.

Cisco Technical Training","Implementing Cisco Unified Communications IP Telephony V6.0","IP Telephony Express v4.0","Siemens Technical Training","Installation and Maintenance Siemens 9006","Siemens Resume Routing Installation and Maintenance","Siemens Teleworking Installation And Maintenance","Phone mail installation and Maintenance","Call Center Applications Training","Genesys Framework Overview 7.0","Genesys Basic Routing Design 7.0","Cisco ICM ( Geotel)","Edify IVR Maintenance"]