Vincent Tuggle

Work history:

• Job Title: IT Associate Director / Telecommunications Manager

  Company: NTT Data

  Period: September 2017 - March 2021

  Role Description:

   · Manage resources to support the telephony
  solutions for 10 major hospitals and over 240 remote sites 24/7. Team includes
  30 engineers in the United States and India. 

  · Plan resource and manage resources for BAU
  (Business as Usual) incidents and requests, and larger projects. 

  · Plan, design, implement, and provide ongoing
  support of Telecom solutions (Avaya, Mitel, ATOS/Unify, Call Manager) of high
  complexity to fulfill business needs for performance and cost benefits. 

  · Serve as a point of escalation for hardware
  installation, configuration, and operational support of Telecom infrastructure. 

  · Duties include vendor management and account
  representative collaboration and escalation. 

  · Plan and schedule training opportunities for
  staff to expand their knowledge base and improve customer support. 

  · Work with customer leadership to ensure the team
  meets the mission and goals established for the organization. 

  · Represent the team on daily OPS calls, Change
  Advisory Board, Change Management Review Group, Operational Excellence Quality
  Review, SLA discussions, quarterly/semi-annual/annual vendor improvement
  meetings. 

  · Update leadership on production status and
  project milestones.  

  · Key member of all technical RFP initiatives with
  a focus on improving support and lowering cost. 

  · Administrator of IIQ tool which provides access
  to resources through active directory. 

  · Administrator of NEProfile which provides and
  extends user network credentials. 

  · Assist with creating and updating user training
  and “how to” documents.  

• Job Title: Senior Telecommunications Engineer

  Company: Mariner Finance

  Period: May 2016 - September 2017

  Role Description:

   · Plan, design, implement, and provide ongoing
  support of Telecom solutions (Avaya, Mitel, Cloud) of high complexity to
  fulfill business needs for performance and cost benefits. 

  · Serve as a technical lead for hardware
  installation, configuration, and operational support of Telecom infrastructure. 

  · Provide 2nd level technical support
  to clients and to technical teams within Mariner Finance to resolve telecom
  issues and to support the implementation of new solutions. 

  · Evaluate new technology and bring opportunities
  forward that would improve the future Telecom architecture, performance, and
  services. 

  · Ensure full compliance of Mariner’s Key Controls
  and Technical Service Requirements for all Telecom architecture, designs, and
  implementations both past and present. 

  · Ensure all changes go through appropriate
  review, change control, and acceptance before implementation. 

  · Lead development, testing, and QA functions to
  ensure that projects are securely delivered and fulfill expectations. 

  · Build and maintain relationships with teams and
  third parties on Telecom development or support issues. 

  · Provide highest level of technical consultancy
  to ensure problem resolution is achieved in the shortest possible timeframe. 

  · Work with the Information Security team to
  ensure solutions deployed meet Mariner’s security requirements and provide
  technical assistance for investigation and analysis of security alerts. 

  · Development of processes and procedures for use
  by the IT Ops Team and third parties in the management of Telecom environments. 

  · Develop and position solutions and build plans
  to effectively gain buy-in from all participants. 

  · Develop and streamline processes to further
  improve delivery of Telecom services. 

  · Provide recommendations to management team to
  increase effectiveness of organization and technology solutions.  

• Job Title: Telecommunications Administrator

  Company: Sinclair Broadcast Group

  Period: February 2015 - May 2016

  Role Description:

   · Provide support in terms of maintenance,
  education and software / hardware assistance, including timely response to
  telephony-related MIS help tickets for 160 News Stations. 

  · Maintain telecom documentation, such as business
  processes, network diagrams, infrastructure topologies and user-based spreadsheets. 

  · Manage the implementation of audio, video, and
  web conferencing solutions, including LoopUp, InterCall, Lync Conferencing, and
  WebEx. 

  · Assist in billing inquiries, including contract
  verifications, invoice resolutions and ordering/disconnecting services as
  needed by the station or location. 

  · Provide Tier 1 and Tier 2 support and audio and
  video solutions, as well as web conferencing, carrier billing, and wireless. 

  · Administered Siemens Global Expressions,
  Microsoft Lync Enterprise Voice, Avaya IP Office, Communication Manager
  Systems, and Unified Messaging. 

  · Coordinate software upgrades, auditing telephony
  servers, assisting network team in troubleshooting performance issues.  

• Job Title: Telecommunications Engineer Senior Advisor

  Company: Medstar Health/Perot Systems/Dell Corporation

  Period: September 2000 - February 2015

  Role Description:

   · Operate within a diverse, matrixed environment
  with experience in all operational leadership and technical capabilities,
  including hardware/infrastructure management, data and voice communications,
  and top tier troubleshooting techniques. 

  · Plan, design, and implement data, voice, video
  and image telecommunications systems, interfacing with various other types of
  information systems management staff to coordinate telecommunications software
  and hardware. 

  · Confers with a variety of corporate and
  technical resources to develop administrative policies, procedures and
  technical best practices to ensure uninterrupted operations. 

  · Technical and infrastructure support for
  MITEL5000, MITEL Access, Siemens 4K, Siemens 9006, Siemens OSV, Expressions,
  Mediatrix, OpenScape, NEC, Avaya Definity, and Cisco Telepresence. 

  · Analyze service requirements and advise on
  potential technology options, scheduling all services necessary to install,
  move, and change telephone and data lines. 

  · Spearhead project design, planning,
  installation, and testing to effectively install, move, and change data and
  telephone lines. 

  · Manage documentation involving completion of
  service request, changes to hardware, issue resolution, and communication of
  technical issues with other team members. 

  · Develop project plan schedules, estimates, task
  assignments, and vendor coordination, providing all manner of status reports. 

  · Support over 200 ambulatory sites, including
  Washington Hospital Center, Georgetown University Hospital, Harbor Hospital,
  Union Memorial Hospital, and Good Samaritan Hospital. 

  · Install and configure UPS for system monitoring,
  administer StructureWare and Call Manager, and serve as Lead Telecommunications
  Technician for all MedStar northern locations. 

  · Served as main point of contact for telephony
  stock replenishment and equipment ordering.  

Education:

• Walden University

  Master's Degree – Information Technology

  Period: Invalid date - May 2017