Deborah Knight

Deborah Knight

Associate VP, Telecommunications

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  • Timeline

  • About me

    Telecommunications Manager | Cisco Unified Communications (CUCM) Customer Service | Team Leadership

  • Education

    • ITT Technical Institute

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      Coursework in Stenography
    • Strayer University

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      Coursework in Stenography
  • Experience

    • T. Rowe Price

      Sept 2000 - Sept 2015
      Associate VP, Telecommunications

      • Handled conversion from Nortel Networks to Cisco products in all Maryland offices. • Assisted with upgrading call centers to Nice Call Recording System in 3 US locations and 1 office in Singapore.• Migrated to CallPilot Voice Mail System in three locations, including design and implementation of auto attendants, announcement services, and menus. • Assisted with installation of Desktop Messenger, developed user guides for end user training, and conducted training for end users and system administrators on CallPilot System. • Supervised and trained seven telecom analysts to provide service to 5K employees. Show less

    • ICMA-RC

      Sept 2015 - now
      Telecommunications Manager

      • Handled all aspects of telephony applications, including call manager, PCCE, Unity Connection, Nice Interaction, Zoom Recording, and WebEx. • Oversaw conversion of Cisco WebEx Meetings Server to Cloud-based WebEx. • Supervised contractor who managed call accounting system and Inova Reader Boards. • Upgraded UC / PCCE systems from 9.X to 11.x, including planning, programming, and converting from single source of voice to multiple Call Managers. • Saved company $50K and reduced downtime by switching telephone vendors. • Worked with call center management to ensure agents had proper tools to manage calls and verified all contact center telephone lines were recorded. • Trained new employees on telephone, voice mail, Jabber, WebEx, IP Communicator, and Zoom. • Tailored training material for all end points, including Cisco DX 80s, WebEx Boards, WebEx Room Kits, 8841s, 7975s, 7945s, Jabber, Unity, IP Communication, and Mobile Connect. • Acted as aAuthorized procurement agent for telephony products. Show less

  • Licenses & Certifications

    • Northern Telecom Meridian, Basic Database Administration Certificate

      Northern Telecom
    • Northern Telecom Meridian, Installation and Maintenance Certificate

      Northern Telecom
    • Northern Telecom Meridian, Options 11-81 Familiarization Certificate

      Northern Telecom
  • Honors & Awards

    • Awarded to Deborah Knight
      President's Award -