Deborah Knight

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