Kelly Brooks

Experience

• 

  New England Telephone Company

  Jan 1979 - Jan 1983

  • Telephone Installation/Repair Technician
• 

  Unum Insurance

  Jan 1983 - Jan 2001

  • Managed voice systems, staff and vendors for largest office complex in Maine• Successfully managed conversion of 3700 users in 10 buildings to a new PBX vendor• Successfully managed conversion of all long distance facilities to new vendor• Provided research, analysis and design modifications of voice networks• Analyzed, recommended and successfully implemented Verizon Sonet ring project• Consult and advise to all levels in enterprise on voice technologies

  • Voice Services Manager

    Jan 1998 - Jan 2001

  • Telecommunications Analyst

    Jan 1983 - Jan 1998
• 

  Liberty Mutual Insurance

  Mar 2001 - now

  Develop system testing strategies, plans and cases for new and existing hardware and software products including Avaya Call Management Systems, Avaya voicemail systems, Cisco Call Manager, Nice Interaction Management (NIM) systems, NICE/IEX Workforce Management, VOIP, Virtual Hold and Nuance. Define, participate and document results of software and hardware testing in all areas.• Accountable for hardware and software research, evaluation and recommendations.• Identify, analyze and resolve technical and functional Level 3 problems of high complexity and implement effective solutions with the least amount of disruption to the business. • Manage multiple teams and vendors during highly impactful incidents to successful resolution. • Manage, monitor and maintain voice system performance, capacity and status across the enterprise. Show less • Develop system testing strategies, plans and cases for new and existing hardware and software products including Avaya Call Management Systems, Avaya voicemail systems, Cisco Call Manager, Nice Interaction Management (NIM) systems, NICE/IEX Workforce Management, VOIP, Virtual Hold and Nuance. Define, participate and document results of software and hardware testing in all areas.• Accountable for hardware and software research, evaluation and recommendations.• Identify, analyze and resolve technical and functional Level 3 problems of high complexity and implement effective solutions with the least amount of disruption to the business. • Manage multiple teams and vendors during highly impactful incidents to successful resolution. • Manage, monitor and maintain voice system performance, capacity and status across the enterprise. Show less

  • Retired

    Jan 2021 - now

  • Principal Voice Network Engineer

    Nov 2017 - now

  • Principal Technical Analyst

    Mar 2001 - now