Welcome to the Online Resume of Tyler Owen
CCNP Voice
tylerowen@gmail.com

 

Senior Telecommunications Administrator and

Telecommunications Team Lead

 

 


Accomplished Senior IT Specialist with ten years experience with various Cisco Voice products including Unified Contact Center Enterprise, Customer Voice Portal, Communications Manager, Unity, and Unity Connections.  Excellent communicator, with emphasis on building strong relationships with key stake holders.  Strong technical skills and knowledge of the Telecommunications/Information Technology industry worldwide.

 

Qualification Highlights

 

UCCE Management ● Strong Customer Service ● Strategic Planning

Change/Transition Management ● Program/Project Management ● Global Experience

Leadership and Team Building ● Relationship Building

 

Professional Experience

 

nZone Media 07/2000 to 07/2011

Over eleven years at nZone Media I have had a broad range of responsibilities.

 
Telecommunications Team Lead 2002 - 2011

I have managed the IPCC/UCCE Deployment at nZone Media for the past nine years.

  • Manage Telecommunications Team

·         Responsible for Management of Unified Contact Center Enterprise Environment supporting 500 Agents in 4 countries

o        Responsible for Designing and Building Call Flows in ICM Script Editor

o        IVR Recordings Management

o        SQL Server Administration

o        Troubleshooting Call Failures

o        Agent, Skill Group, Call Type, Device Management

·         Responsible for Management of Unified Communications Manager Environment supporting 500 UCCE Agent Phones and 600 Corporate Users located in 9 offices across 6 countries

o        Manage more than 1200 Devices Worldwide

o        Built and Manage Route Plan for Global Deployment

o        Management of UC Proxy Phone Deployment at more than 25 locations

·         Responsible for Management of Voice Gateways

o        10 Voice Gateways including ISR and AS5400

o        H.323, MGCP, SIP

·         Responsible for Management of Polycom and Tandberg Video Environments

o        Integration to Communications Manager

o        Integration with Cisco Unified Video Advantage

·         Responsible for Management of Unity Connections Voice Mail Deployment

·         Responsible for Managing relationships with Major Vendors including Cisco, Bell Canada, and Dimension Data

·         Responsible for Building and Maintaining Relationships with Site Directors within the organization

·         Responsible for Designing and Developing Strategic Plans for Call Center, Corporate Phone, and Video Solutions within the Enterprise

·         Responsible for Management of Diverse and Agile Projects

·         Responsible for Documenting Processes for Users and Training Desktop Support

·         Responsible for Producing Weekly Status Reports for Senior Management

 

Network and Systems Administration Manager 2002 - 2004

For nearly two years I was responsible for the Network and Systems Administration Team

  • Managed NSA Team
  • Responsible for managing projects related to all Systems related disciplines
  • Reported directly to the Director of IT

 

Technical Support Manager 2001 - 2004

For three years I was responsible for the Technical Support Team

  • Managed Technical Support Team
  • Responsible for ensuing uptime on our customer facing systems
  • Responsible for scheduling 24/7 coverage of customer facing systems

 

Technical Support Specialist 2000 - 2001

For one year I was a member of the Technical Support Team

  • Member of the Technical Support Team
  • Responsible for ensuing uptime on our customer facing systems
  • Responsible for managing Linux, Unix, and Windows based web servers
  • Responsible for MS SQL Server Maintenance

 

Other 2000 - 2011

In addition to the Titles above, I have been responsible for a number of different technologies at various times, that fall outside the listed roles

  • SQL Server Admin
    • From 2000 through 2006 I served as the primary SQL Server Admin
    • SQL 6.5, SQL 7.0, SQL 2000, SQL 2003
  • Windows Admin
    • From 2001 through 2006 I served as the primary Windows Admin
    • Converted from Windows NT to Windows 2000 on both Server side and Desktop
    • Converted from Exchange 5.5 to Exchange 2000
  • Purchasing Agent
    • From 2002 through 2005 I was responsible for the IT Purchasing
  • Security Admin
    • From 2002 through 2006 I was responsible for the physical security of the office
    • Worked with DVR and Key Fob technologies

 

 

John Wiley & Sons 06/2011 to 08/2011

Technical Proofreader

Performed Technical Proofread of Sybex Study Guide CVOICE 8.0: Implementing Cisco Unified Communications Voice over IP and QoS v8.0 (642-437) ISBN: 9780470916230

·         Proofread Study Guide for Technical Errors

·         Provided Corrections for Errors

 

Norpac Controls  04/2000 to 07/2000

Desktop Support

Worked on a short term contract as Desktop Support.

·         Managed User Accounts in both Windows and Netware

·         Satisfied Requirements of Support Tickets

·         Managed Server Backups

·         Performed Software Upgrades

·         Performed Hardware Upgrades

 

 

Industry Certifications

CCNP Voice
ITIL V3 Foundation
MCSE (Expired)
CNA (Expired)

 

Education

TCPP - Diploma in Business Administration, Technical Computer Professional Program

Capilano University 2000

NPP - Diploma in Business Administration, Network Professional Program

Capilano University 2000