Mike Cairns

Senior Telecommunications Engineer

Innovative Sr. Telecom Analyst with excellent technical skills and over 15 years of strong results in call center environments.  Repeated demonstration of ability to provide technical solutions to resolve highly complex business problems.  Professional who thrives on challenges and is passionate for all areas of technology. Well developed technical skills include:

 

Telecom Technologies

ACD/PBX/VoicemailAvaya Communication Manger, Avaya Session Manager, Avaya CMS, Avaya Operational Analyst, Aspect ACD, Avaya Intuity Audix, Microsoft Unified Messaging, Lync, Cisco Call Manager, Aspect UIP

CTIAvaya MAPD/AES, CTConnect, Cisco CTIOS/CTI, Genesys Framework

Cisco ICMScripting, Configuration, Routing Design, Installation, Troubleshooting, Call Tracing, SQL Database Schema, Automation

WFMAspect eWFM, BluePumpkin(Witness), IEX

Call MonitoringWitness call monitoring, Envision Click2Coach, Verint VAM, Verint Intellilink

IVRSyntellect IVR, Avaya Conversant, Cisco CVP, Tellme, Nuance Hosted

VOIPAvaya CLAN, Avaya Media Processor, ACME Packet SBC, Avaya Session Manager, Cisco Call Manager, Inter-Tel VOIP Gateways, Cisco Voice Gateway, Cisco Voice Portal, Avaya IP Agent, Cisco/Avaya IP phones, SIP, SIP Trunking, H323, Sonus GSX/PSX/SGX VOIP platform, Asterisk, Cisco CDW, ITP

Cellular: SS7 Tracing/Protocol analysis (AcceSS7), CDR troubleshooting/trending, Push to Talk (PTT)

 

Programming/Scripting

Web TechnologiesHTML, Javascript, ASP, PHP, CSS, SOAP/REST Web Services

Programming LanguagesVisual Basic, VBA, C#, Java

Scripting LanguagesLinux/Unix shell scripting, BAT files, Perl

 

Recent Key Accomplishments

USAA: Winner of USAA Innovation award in 2010, 2011, 2012, and 2013 for stepping outside of areas of expertise to innovate other parts of the business.  SSCA SIP Certification earned in 2013.  Designed an international 15,000 agent UCCE with precision routing and SIP trunking with no dial plan overlap.

T-Mobile USA: Nominated for Pinnacle Award in first year working at the company because of innovation in the call centers.

 

Employment History

USAA, San Antonio, TX

Lead Network Engineer – ICM implementation lead                                                               2007 – Current

Cisco ICM/UCCE:  Worked with Cisco and project team to implement ICM into the environment without disturbing the existing infrastructure for agents or for the members.  Lead the technical team to a Genesys/ICM co-exist solution that would be seamless to the member and agents.  Designed and scripted custom solutions to provide the best customer service.  Installed all ICM components in a lab and did extensive testing between Genesys and ICM to perfect the passing of CTI data to the agent desktop.  Built out a complex ICM 9.0 UCCE environment that integrated with multiple custom SIP implementations, as well as multiple vendor solutions. Acted as subject matter expert for all ICM/UCCE integrations including, but not limited to: Avaya Communications Manager, Aspect UIP, Lync, Cisco Call Manger, Tellme, Nuance, CVP, Verint, Cisco Call Manager,Knowlagent, and IEX.

 

Avaya CMS/OA: On call support of all Avaya related call center products.  Application owner of the Avaya CMS and OA platform and all peripherals that connected to it.  Examples include IEX and ICM.

 

Aspect UIP: Worked with the vendor to build a custom Aspect and ICM integration that allowed Aspect agents to integrate with our Cisco based call center.

 

Aceyus: Built out a custom Aceyus platform for Call Center Reporting and proactive monitoring that allowed us to act on trends in the call center before a problem occurred. 

 

Cisco Interaction Manager (CIM): Helped build out and maintain multi-channel contact center technologies including click2call, click2chat, and click2video solutions.


Microsoft Unified Messaging:
Assisted and supported the integration of Unified Messaging with Avaya, Cisco, and Lync phones.

 

SIP Trunking: Worked with multiple SIP vendors to test and implement inbound and outbound SIP trunking and helped to design a solution that allowed a failback to TDM and still maintain CTI data to the agents.

 

T-Mobile USA, Bothell, WA

Telecom Specialist III – ICM Lead                                                                                            2006 – 2007

Cisco ICM:  Responsibilities included implementation, maintenance, troubleshooting, and management of all Customer Services call routing projects.  Lead the ICM support team by guiding my peers to the proper troubleshooting paths and acted as the final level of support before involving the vendors.  Communicated with various telecom vendors, service partners, and outsource providers for support of our call center infrastructure.  Worked with the design team to implement and test new applications and scripts in the ICM design and production environments.  Supported many ICM projects including the following: HDS SAN migration, 611 Bypass, Siebel CRM, ICM 7.0 upgrade, ICM/Avaya AES migration, DST, and various routing changes.

 

Cisco CVP:  Acted as the lead implementer for the “611 Bypass” project pilot, which allowed the company to bypass the LD carrier for customer service calls and save the company millions of dollars in LD and Take-Back and Transfer fees.  Created custom reporting based on ICM that allowed the business to see the impact of the pilot.

 

Cisco CTI:  Worked with the desktop support and various vendors to deliver a CRM solution and a custom screen pop application for call center agents.

 

K-force(Contract for Cingular Wireless), Bothell, WA                                                   2006


Network Engineer IV(IP Telephony Operations)

Kodiak Push to Talk(PTT):  Provided leadership to third level engineers on customer issues and network issues and outages.  Maintained the national Push to talk platform for a user base of close to a million users.  Scheduled, created, and performed MOP’s for all equipment adds/upgrades and changes.  Processed work orders from the cellular engineering groups.

Sonus(VOIP):  Provisioned all PTT CIC/Trunks, add/remove standard routes, NPA/NXX, trace calls based on CDR data.

 

Alltel (Formerly Western Wireless), Bellevue,WA                                                            2001 – 2006

 

Sr. Telecom Analyst – ICM (Alltel)

CISCO ICM (GEOTEL):  Added CTI connection redundancy by redesigning the routing network.  Configured ICM to connect to CMS and MAPD connections.  Developed custom scripting on CMS ACD reporting servers to allow connections to multiple ICM PG’s to transition Western Wireless to Alltel call routing while retaining HA CMS redundancy across geographic distances.  Scripted and configured various changes in two ICM environments.

 

Call Center Support Specialist (Western Wireless)

CISCO ICM (GEOTEL):  Designed new routing scripts, administered existing scripts, and maintained all aspects of ICM and ACD routing.  Maintained SQL tables and databases.  Added indexes and tables, and imported custom data.  Provided database schema support for Cradle to Grave project by outlining table and column link strategies to write queries. Created and scheduled daily export of historical data for third party vendor to contact callers for surveys.  Administered time of day scripts for call center operations and holidays.  Created and administered custom variables to enhance historical reporting capabilities.  Administered connectivity and communications between ICM and Syntellect IVR, Avaya PBX, Avaya MAPD and Avaya CMS.

 

CISCO CTI OS: Maintained connectivity between ICM CTI OS and Witness Workforce management tool, Envision quality assurance platform and Visual Basic application providing Screen Pop and Data Pop.  Maintained Visual Basic code for thin-client desktop application on a Citrix environment.

 

AVAYA PBX:  (S8700) Maintained and administered all CallCenter objects and properties on the ACD, including skills, vectors and VDNs.  Performed analysis and troubleshooting for all other PBX functions including management of dial plan, UDP tables, AAR tables, ARS tables, trunk groups, signaling groups, DS1s, COR, COS, holiday tables, etc.

 

AVAYA CENTREVU SUPERVISOR:  Administered users and permissions. Edited and added custom reports. Maintained reports and scripts for display board server connectivity.  Performed historical queries and analysis for call volume abnormalities.

 

 

SYMON DISPLAY BOARDS:  Rebuilt unsupported version of application when server malfunctioned. Performed upgrade and rebuild to new version of software. Maintained hardware and messaging functions. Supported users with DeskView and administered licenses.

 

ENVISION CALL MONITORING:  Implemented Envision Click2Coach servers at all call centers.  Troubleshot CTI a Envision application configuration on the server side.

 

Telecom/Datacom Analyst (Western Wireless)

AVAYA PBX:  (S8700) Maintained and administered all CallCenter objects and properties on the ACD, including skills, vectors and VDNs.  Performed analysis and troubleshooting for all other PBX functions including management of dial plan, UDP tables, AAR tables, ARS tables, trunk groups, signaling groups, DS1s, COR, COS, holiday tables, etc.

 

CISCO DATA PRODUCTS:  Supported all layer 1-4 devices including cabling, hubs, switches(Catalyst), routers, and firewalls(Pix).
Sykes Enterprises, Manhattan, KS                                                                                           1998 – 2001

Telecom Administrator/Systems Administration
AVAYA  Conversant IVR
: Built and maintained Voice IVR menu designed to answer frequently asked questions.  Acted as account manager by providing IVR reporting and trunking for billing directly back to customer.
AVAYA DEFINITY G3r: Performed all aspects of call center management including Agents, Splits (Hunt Groups), Skills, Vectoring, VDNs, Best Services Routing (BSR), Expert Agent Selection (EAS), Automatic Call Distribution (ACD), Computer Telephone Integration (CTI). Performed standard PBX engineering tasks including management of dial plan, UDP tables, AAR tables, ARS tables, trunk groups, signaling groups, DS1s, COR, COS, holiday tables, etc.

AVAYA CENTREVU SUPERVISOR/TERMINAL: Provided Call Center Managers/Supervisors with real time/ historical/integrated reports; assisted users with custom reports; maintained dictionary.  Maintained connection to Cisco ICM(Geotel at the time); backed up CMS daily data.

SERVERS: Avaya CentreVu CMS; The Nice family of call recorders, Nice Universe, Nice Advantage, Nice Logger; Avaya CentreVu Explorer; Avaya CTI; Provided support in all aspects of Telephony services, Call Center management and Integrated Voice Response services for multi-site call center, including AT&T RouteIt! design, AT&T Interactive Advantage reporting.

 


EDUCATION

AS                                CloudCountyCommunity College, Concordia, KS – Member of Phi Theta Kappa Honor Society, Majored in Computer Programming, Graduated with 4.0 GPA

Attended                       KansasStateUniversity, Salina, KS – completed courses in Algorithmic Design, Operating Systems, Commercial Software Analysis, Visual Basic Programming

Extensive Technical Training Includes Certificates for completing the following:

  • CiscoNetworkAcademy Semester 1-5
  • Cisco ICM/NAM Product and Administration
  • Cisco ICM/IPCC Advanced Scripting
  • Cisco Call Manager Training
  • Cisco Voice Portal Implementation
  • Cisco Voice Portal Development
  • UNIX essentials training
  • Cisco-live 2008, 2009, 2011 training
  • Breakwater Firewall Administration
  • Avaya System Administration
  • Avaya Call Manager Admin
  • Sonus Product Training
  • Java programming training 1-2
  • Avaya Session Manager Training
  • ACME Packet SBC Training
  • Wireshark Training
  • SSCA SIP Certified

Resume in Word Format