James Haire

Experience

• 

  Charter Communications

  Sept 2004 - Feb 2012

  My responsibilities included supervising a team of upwards to 24 team members, coached team members in all metrics, monitored and entered in side by side QA scores in Ecoach, facilitated team meetings and composed agendas, developed and delivered corrective action reports to team members as needed, worked closely with workforce to help line adherence by scheduling out of seat activity or recruiting overtime and handled escalated calls. Supported customers over the phone in troubleshooting High Speed Internet, Cable TV, and Phone. Also reviewed services with customers to make sure they were getting the most out of what Charter had to offer the end user in their area, worked within two different billing systems (ACSR & ICOMS).

  • Broadband Customer Care Supervisor

    Jul 2008 - Feb 2012

  • Broadband Customer Care Specialist I

    Sept 2004 - Jul 2008
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  West IP Communications

  Mar 2012 - Sept 2015

  My responsibilities include supporting customers (internal and external) with advanced voice issues, work as a liaison between our customers and carriers, troubleshoot voice issues within different platforms (CUCM/Unity/CUP/CUCME/Broadsoft/CUBE/ASR), assist team members in escalations and escalated issues, work with Cisco TAC when needed, apply configuration changes to SIP profiles (CUCM/Dial-peers(CUBE)/Adjacencies(ASR)) and assist with issues relating to SIP messaging or reading SDI/SDL logs from CUCM. Show less

  • Client Engineer II - Voice

    May 2014 - Sept 2015

  • Client Engineer I - NOC

    Mar 2012 - May 2014
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  CBTS

  Sept 2015 - Feb 2016

  Voice Communications Engineer III

  Contracted through Baptist Health to assist them in multiple projects emphasizing in their transition to Cisco Unified Communications Manager. This included, but not limited too, assisting with device creation, dial plan creation/modification, gateway support, and design of sites including the budgeting of the equipment.

• 

  Baptist Health (KY)

  Feb 2016 - Apr 2019

  UC Engineer - Senior

  Support in multiple projects emphasizing in our transition to Cisco Unified Communications Manager. This included, but not limited too, assisting with device creation (phone/UC server/gateway), dial plan creation/modification, gateway support, create scripts and design of call flow within UCCX and design of sites including the budgeting of the equipment.

• 

  Strategic Communications

  Apr 2019 - Apr 2020

  Voice/Collaboration Engineer

  Support our current Voice/Collaboration customers, put together Scope of Work (SOW) for new potential customers. Support our internal staff's Voice and Collaboration infrastructure. Design and build out new infrastructure for internal staff, which included build out of the Cisco Meeting Server (CMS) that peers with a new Expressway Cluster and building out Hybrid Calling Services between our CUCM and the WebEx Cloud to utilize either endpoints or WebEx Teams for calling.

• 

  Encore Technologies

  Jun 2020 - Oct 2020

  VOIP Engineer Level 3 - Cisco

  Supported the internal Cisco Communication Manager environment within a Large Enterprise. Provide routine maintenance to their CUCM 8.6, CUCM 11, CUCM 8.6 SME and CUCM 11 SME clusters. Assist team members with troubleshooting issues within the CUCM environment that locations or end users are experiencing.

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  GDH

  Nov 2020 - Sept 2021

  Network - Engineer

  Assisting a large bank with an implementation of Jabber and Mobile Jabber throughout their enterprise. This includes assisting with making FQDN changes to their current environment, configuring and building out UC servers for cluster expansion, and creating documentation for installation, design and configuration of Expressway servers.

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  GDH CONSULTING GROUP

  Feb 2022 - Jun 2022

  Working in the UCCE Cisco TAC team to support customers utilizing these products and services. Working in the Cloud Collab TAC team to support customers utilizing these products and services.

  • Technical Consulting Engineer

    May 2022 - Jun 2022

  • Collaboration Engineer

    Feb 2022 - Apr 2022
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  Cisco

  Jun 2022 - now

  Technical Consulting Engineer

  Provide support for customers utilizing the UCCE platform.