Tom Skinner

Experience

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  Perot Systems

  Dec 1997 - May 2002

  Technical Support Analyst

  • Modified the long distance service in three offices utilizing ISDN trunking and Centrex lines which reduced cost and introduced path diversity to the voice and data networks.• Managed Avaya Definity G3si phone switch, using Terranova and DSA software.• Administered Definity Audix voicemail system.• Vendor management: Reconciled telecommunications invoices and obtained quotes for services.

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  Insight Global

  Oct 2003 - Mar 2005

  Network Management Specialist

  • Promoted to Team Lead within 6 months of hire date• Onsite support for ACE Insurance; remotely managed Avaya Definity phone systems 30 client locations• Provisioned data networking and long-distance services using AT&T Interactive Advantage• Experience with BCMS Vu Call Management System

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  Verizon Select Services, Inc.

  Mar 2005 - Oct 2014

  Communications Technician

  • Lead Technical Manager onsite at Verizon’s largest customer (Johnson & Johnson) overseeing their telecom environment• Supported a Computer Telephony Integrated Avaya Call Center utilizing Genesys, Symon and Witness products by performing User Acceptance testing and creating Work Instructions to document new features.• Implemented Second Nature solution to enable bulk administration and management of networked Octel 250/350 voicemail systems.• Executed MACs (Moves, Adds, Changes) for 3 sites and over 500 users on the Octel 250 voicemail systems.• Performed preventative maintenance on S8700 series media servers to identify and isolate potential problems.• Supported various Tandberg video conference units with ISDN-BRI transport.• Provisioned data networking, local and long-distance services using Verizon Enterprise Center.• Performed troubleshooting and installation of Cisco routers & switches. Show less

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  Cerner Corporation

  Mar 2015 - Jul 2021

  Senior System Engineer

  • Standardized business communications and reduced costs by consolidating legacy phone systems to support the Global merger of Siemens Health Services and Cerner.• Supported an International, multi-lingual Call Center utilizing Avaya Aura Communication Manager, a Verizon SIP network with DID, toll-free and a network IVR.• Provided day to day support for over 2,000 Associates in the Malvern, PA office.• Served as the SME for all the AIS IVRs, a 3rd party IVR used to automate Pharmacy services at Cerner's Healthe Clinics.• Migrated call flows from Avaya Elite to Avaya Oceana using Dynamic Self Service.• Implemented Business Advocate in our Call Center to increase the productivity of call center agents and supervisors• Deployed and support Cisco Telepresence video conference and collaboration equipment to increase Associate Productivity and a 50% reduction in travel costs.• Implemented Microsoft Skype for Business to enable Associate communications on various devices, including laptops, mobile phones and conference rooms.• Managed Code Blue Corporation IA3100/IA4100 analog speakerphones in various enclosures in the parking lots of 3 buildings Show less

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  Independence Blue Cross

  Aug 2021 - now

  Principal Contact Center Engineer

  • Experience with Avaya Orchestration Designer to modify VoiceXML Speech flows on Avaya Experience Portal servers.• Served as the Subject Matter Expert for the AHA IVR system which uses both H.323 and SIP phones.• Provided client support to 700 Contact Center agents migrating to Workspaces for Elite and Oceana softphones.• Coordinate Avaya and Verint upgrades and patches internally to evaluate and test new capabilities, collaborate with the BTS Technology team to support new releases and patch updates in a timely manner to meet Call Center application team requirements and business needs.• Responsible for creating and maintaining documentation and on IVR features and flows. Show less