Featured Member: William Patterson on HBCU CONNECT!

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Q&A With William Patterson

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William Patterson
Senior Software Engineer - IT (ACD), Voice & Contact Center Services, Dell Inc.
Location: Cincinnatti, OH United States
Joined: Feb 25th, 2023

About (request update)

Experience

I currently work with Dell Inc. as Senior Software Engineer - IT (ACD), Voice & Contact Center Services
I have 37 years of experience working in the Telecommunications industry.

Senior Software Engineer - IT (ACD), Voice & Contact Center Services | Dell Inc. USA
From January 2015 to December 2023 • 8 year(s)
Provided enterprise experience with voice and communications technologies for corporate and contact center solutions, managing multiple vendor partners and leading ACD development projects.

Telecommunications Specialist | Telequest
From October 2014 to March 2015 • 1 year(s)
Provided tiered support for Hudson Health Care and MVP Health Care call centers, managing large projects involving Avaya G3 Version 16 programming and troubleshooting.

Avaya Subject Matter Expert | ThruPoint, Inc.
From June 2010 to April 2014 • 4 year(s)
Provided Tier 2 support for Morgan Stanley Enterprise call centers, managing large projects involving upgrades and Avaya PBX administration for over 20,000 lines.

Voice Network Administrator | Apex Systems Inc.
From November 2009 to May 2010 • 1 year(s)
Made recommendations and supported voice requirements for AXA Tech business enterprise including relocations, expansions and upgrades.

Voice Maintenance Engineer | Empire Technologies
From June 2008 to November 2009 • 1 year(s)
Contributed technical expertise in call center communications, managing upgrades and troubleshooting for Avaya PBX systems and voice applications.

Call Center Specialist | Judge Technical Services
From January 2006 to June 2008 • 2 year(s)
Provided technical support for Pfizer call centers 24/7, managing telecommunications operations including PBX programming and vector writing.

Technical Consultant | Apex Systems Inc.
From January 2004 to December 2006 • 2 year(s)
Provided call center technology operations and support for Verizon Wireless Command Center, managing twenty large call center complexes.

Project Manager - Wireless Director | NorVergence Inc.
From January 2003 to December 2004 • 1 year(s)
Managed PBX vendor relationships and wireless services technology, increasing wireless distribution by 300% and negotiating significant cost savings.

Network Routing Design and Implementation | AT&T
From January 2000 to December 2002 • 2 year(s)
Managed networking and IVR related projects for AT&T consumer division utilizing Resource Manager, routing design and implementation.

Senior Analyst of Technology | American Institute of Certified Public Accountants
From January 1999 to December 2000 • 1 year(s)
Responsible for all telecommunications technology and services at all AICPA locations, managing call center technologies and vendor relationships.

Senior Telecommunications Specialist | Prudential Service Company
From January 1994 to December 1999 • 5 year(s)
Managed large projects involving systems installations and upgrades for six call centers, providing 24/7 support and technical expertise.

Telecommunications Technician II | Rockefeller Group Telecommunications Services Inc.
From January 1987 to December 1994 • 7 year(s)
Provided leadership in voice and data communications installations, troubleshooting and diagnostic testing of telephone switches.

Field Technician | Telephones Unlimited Inc.
From January 1986 to December 1987 • 1 year(s)
Led communication system installations, customer technical support and training while coordinating maintenance and repair operations.

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Guestbook Comments

	It's my pleasure to have you join, us as a new or seasoned member. May you have an amazing, blessed and marvelous day Tagged by Ralph White on 09/07/2023

	I am an IT professional with over 30 years experience in Avaya call centers. Tagged by William Patterson on 02/26/2023

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