1. 2003 - Present
1999 - 2003
Chris Atkinson
28910 Stormcloud Pass Wesley Chapel FL 33543
(813)907-8344 • qvendor@verizon.net
Career Summary
Diverse experience and success in the fields of , Systems support, IPT engineering, Project Management,
monthly reporting, training, product development, PBX adminstration, cabling infrastructure.
Key Qualifications
BUSINESS SYSTEMS:
Cisco Call Manager
Cisco Unity
Avaya PBX
Avaya Audix
Avaya CMS
SOFTWARE:
Microsoft Office, Excel, Access, Word, PowerPoint, Visio, SnagIt,
Work Experience
HSBC, Communications Consultant
● Supported Cisco IP Telephony-3 clusters, 30k phones
● Helpdesk - trained Helpdesk personnel to handle daily high volume resolutions for end user Cisco
issues
● Responsible for all escalated un-resolved Help Desk tickets. Identified root cause and drove to
resolution
● Monthly billing - Maintained monthly charge back (billing) for HSBC US and Canada
● Project Management - project manager/lead for CISCO IP telephony migration of 86 sites.
Responsible for completion of weekly branch SIP migrations, testing and verification and overall
accountability for and management of Implementation Team
● Programming - Reconfiguration of route patterns and telephone protocols on an on-demand basis
for approximately 50,000 users. Ongoing consulting with Department Heads, Branch Managers and
end users to develop appropriate protocols to meet their workflow needs.
● Installation - After-hours site preparation, installation and quality control testing of 1700+ CISCO
phones in branch locations in the US. Post installation follow up with end users to troubleshoot
reported issues.
● Training - Multicultural trading end users and management in US and
● Canada. Provided multiculturalsystem administration training for IT professionals in the US, India,
UK, Mexico, and Brazil. Remote training required strong planning and preparation to effectively
communicate the material (visual and audibly) while navigating language barriers and other
challenges.
● Supported 2 large 1500 agent Avaya ACD Call Centers sites
● Responsible for Avaya PBX, VM (Audix) and Avaya CMS (Call Management System)
● Programmed all Vector and VDN translations
● Created ACD customized Agent Split/Hunt grp CMS reports
Household Finance, Sr Analyst
● Supported 10 large 5000 agent Avaya ACD Call Centers sites and 20 smaller ACD and non-acd sites
● Responsible for Avaya PBX, VM (Audix) and Avaya CMS (Call Management System)
● Performed all daily maintenance and yearly upgrades
● Programmed all Vector and VDN translations
● Created ACD customized Agent Split/Hunt grp CMS reports

2. 1993 - 1999
1988 - 1993
April 1985
● Training - US management team, multiple locations
● Lead voice Technical leas-ion during Bank's acquisition to HSBC
Beneficial Bank, Technical Systems Analyst
● Supported 3 large 3000 agent Avaya ACD Call Centers sites and 15 smaller ACD and non-acd sites
● Responsible for PBX, VM (Audix) and Avaya CMS (Call Management System)
● Performed all daily maintenance and yearly upgrades
● Programmed all Vector and VDN translations
● Created ACD customized Agent Split/Hunt grp CMS reports
● Supported Periphonics IVR
● Supported Mosiac predictive dialer
● Lead voice Technical leas-ion during Bank's acquisition to Household
Barclays Bank, Technical Systems Analyst
● Supported 1500 agent Avaya ACD Call Center
● Responsible for PBX, VM (Audix) and Avaya CMS (Call Management System)
● Performed all daily maintenance and yearly upgrades
● Programmed all Vector and VDN translations
● Supported Periphonics IVR
● Lead voice Technical leas-ion during Bank's acquisition to Beneficial National Bank
Education
Associate of Science
Radio Electronic Technical School (RETS)
● Electronic Engineering
● Graduated with highest honors
References
Available upon request.