Andrew West

Experience

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  MicroWarehouse

  Sept 1996 - Feb 2000

  IT Technician

  Installation, support, admin\MAC of Nortel Option 81c PBXInstallation, support, admin\MAC of Nortel MerMail Primary design and support of Nortel Open and Integrated IVR CDR ReportingWiring support including punch downs, moves and new cross-connectsMicrosoft SMS 1.2\2.0 installation, support and administration Microsoft Exchange 5.0\5.5 installation, support and administration

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  L-3 Communications

  Mar 2000 - Nov 2005

  Information Systems

  Installation , support, admin\MAC of Avaya G3 PBXInstallation, support , admin\MAC of Avaya Audix Voice MailWiring support including punch downs, moves and new cross-connectsCDR Reporting Support of Department of Defense classified telco\network systemsMicrosoft SMS 2.0 installation, support and administrationWeb development via PHP and HTML

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  NCO Financial Systems

  Jan 2005 - Oct 2010

  Telecommunications Engineer

  ● Installation, support, admin|MAC of Avaya PBXs(multiple versions)● Installation, support, admin of Avaya Voice Mail and CMS systems● Design, support, admin|MAC of Avaya based VOIP systems● Installation, support, admin|MAC of Nortel PBXs (11c and 81c)● Installation, support, admin|MAC of Nortel MerMail, CallPilot and Symposium● Support and admin of Aspect ACD systems● Design, support, admin, installation of Verint and NICE Call recording systems integrating with both Avaya and Nortel● Design, support, installation of all Telco services including T1|DS3|Toll-free ● Enterprise lead on design, support, installation of Symon Readerboard System Show less

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  The Children's Hospital of Philadelphia

  Nov 2010 - Aug 2018

  Principal Collaboration Engineer

  ● Overall expectations ○ SME on Unified Communications with a full understanding of Networking (layers 1-7), 802.11, Infosec, Operating Systems, Platforms and healthcare requirements. ● Responsible and accountable for ○ VOIP, Telecom, construction\new buildings, Audio Visual, Call Center, Meeting Room, ongoing conversion from a legacy Nortel TDM SL100, CS2100, CS1k, Option 11/81c infrastructure to a full stack Cisco Collaboration deployment.● Cisco Collaboration Infrastructure ○ Enterprise License Agreement, CUCM, Unity Connection, IMP, TFTP|Proxy TFTP, ELM, PLM, Webex SaaS, RTMT, Prime Collaboration Assurance and Analytics ● Cisco Collab Endpoints ○ 8851, 8832, 8831, 8961, 7965, 3905, IP Communicator, Jabber, Webex Teams, 8821|7925 WiFi phones, 3rd Part SIP devices● Cisco Contact Center ○ PCCE 11.6(1) and 10.5(3), ICM, CVP, VXML, Finesse, CUIC, ECE and SocialMiner. ● Cisco Collaboration Hardware ○ UCS B and C, BE7K, ESXi, 3945e, 3925e, ISR2921, ISR4431, VG224, VG310, Expressway, VCS-C, VCS-E, TMS, MCUCisco Telepresence Endpoints - DX80, DX70, DX650, EX90, SX10, SX20, SX60, SX80, MX200, MX300● PSTN|Telco/Edge ○ CUBE (SBC), PRI, P2P, SIP, POTS, DID, Toll Free, Verizon, Comcast, DAS, ATT, Tmobile● Collaboration Protocols|Codecs|APIs ○ VOIP, TDM, SIP, T.38 FAX, SCCP, H.323, ICT, MGCP, CUBE, SRST, Analog, Multicast|Unicast, G.711, G.729 CTI, JTAPI, AXL, REST● Call Recording ○ ZOOM International, Calabrio, Encore, BiB (Network recording)● Troubleshooting ○ Wireshark, Notepad ++, TranslatorX, Splunk, SolarWinds● Cisco Ecosystem|Integrations ○ MWI over SIP GWY, MSFT S4B, Calabrio Speech Analytics & EWFM, Informacast (Singlewire) Mass Notification, Blynclight, Metropolis CDR, Rauland Borg Nursecall, Vocera(Extension), Ascom, RMG (Symon) Show less

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  Blizzard Entertainment

  Aug 2018 - Feb 2023

  ABK REAL TIME COMMUNICATIONS TEAM• Lead a Global team of Collaboration, Telecom, Call Center and AV Engineers from Activision, Blizzard and King. • Team members located in the United States, Ireland, France, England and Spain. • Team responsibilities covered but were not limited to: o UC, Zoom, Parsec Legacy Telecom, Contact Center (UCCE), Video Conferencing, Audio Visual, Meeting Room Experience, Remote Collaboration and Cellular support. • Lead a team of Platform engineers along with support staff, team responsibilities covered but are not limited to: Operating Systems management, patching and application package development and deployment across Blizzard Entertainment. • Deployment managed via SCCM (Windows) and JAMF (Apple) • Responsible and accountable for o CUCM, SME, Unity Connection, VCS-E, VCS-C, CUBE (SBC), TMS, CMS, UCCE upgrade, VMN (Video Mesh Node), Multi-cluster + Webex Teams + Expressway deployment covering both Activision and Blizzard. • Non-technical Focus o Improving the performance of other members that are on the team o Repairing damaged or establishing new relationships across ABK.

  • Engineering Manager - Activision, Blizzard, King Global Real Time Communications Team

    Dec 2021 - Feb 2023

  • Manager , Real Time Communications and End User Computing Teams

    Apr 2021 - Dec 2021

  • Lead Telecom Engineer

    Aug 2018 - Apr 2021
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  OneMain Financial

  Sept 2023 - Oct 2024

  Director - Call Delivery Services

  Responsible and accountable for a 16-person org broken up in the following manner: Call Delivery: 2 Admins + 3 Engineers + 1 embedded PM• Team Responsibilities: Support, engineering and solutions for an Alvaria (Noble) dialer inclusive of all outbound elements including campaign and list management, capacity planning, queuing, agent management and Excel• Individual Deliverables: MS Office (Excel, PPT), Creation of and implantation on standards and best practices, Day-to-day guidance for the team, weekly one on ones, budgetary planning, overall vision, conflict resolution, motivation and morale. Call Delivery Enterprise Management: 1 Manager + 9 Analysts• Team Responsibilities: Support of the Call Center including real time management of all agents, queues, pacing, real time dashboards and metrics. • Individual Deliverables: Strategic planning with manager of team, Customer Service, budgetary planning, overall vision, conflict resolution, motivation and morale. Show less