top of page

BJC Health Systems

December 2014 to December 2019

​

     I first joined BJC as a Telecom Technician in 2002 and I accepted a position as a Senior Voice Analyst in 2014.  My primary responsibility on the Analyst team is the Subject Matter Expert (SME) for the Academic Campus Capital Projects, Planning Design and Construction (PD&C).  I am responsible for the Telecommunications needs in new building construction and existing building remodeling.  I work closely with the customers to ensure we meet their Telecom needs for all software programming and hardware placement.   I also have a close working relationship with both BJC and Washington University project managers to gain important information such as as-builts, floor plans, install dates and go live dates.  Once I have the information needed, I create a custom spread sheet in Microsoft Excel that will be used by the Telecomm Technician along with floor plans to place all needed phones/hardware.  This spreadsheet also has the departments billing information that I send to the billing representatives for proper additions/updates to the departments monthly Telecomm bill.  

​

     Aside from my primary Projects responsibilities, the Analyst are also assigned to Campus buildings as the Primary Analyst responsible for daily software changes, adds or disconnects.  I am currently assigned to 22 buildings.  

​

     The Analysts are also responsible to work our help desk/incident ticket queue via Service Now.  The queue is manned from 6AM to 6PM via an Analyst rotation schedule.  After hrs is manned 24x7 by an Analyst rotation on-call schedule as well.

New Building Construction that I have completed.

IMG_2514.JPG

Parkview Tower, opened 2018

Total phones installed = 1,126

​

9611 VOIP phones = 776

Faxs = 26

Modems = 3

IP Polycom phones = 17

Cordless phones = 1

Patient phones = 273

Emergency Red (DRS) phones = 30

IMG_2503.JPG

Mid Campus Center (MCC), opened 2016/2017

Total phones installed = 1,483

​

9611 VOIP phones = 1441

Faxs = 36

Modems = 2

IP Polycom phones = 4

IMG_2523.JPG

Children's Speciality Care Center (CSCC), opened 2015

Total phones installed = 253

​

9611 VOIP phones = 216

Faxs = 18

Modems = 11

Cordless phones = 4

Emergency Red (DRS) phones = 4

IMG_2516.JPG

Childrens Expansion, opened 2017/2018

Total phones installed = 570

​

9611 VOIP phones = 376

Faxs = 19

Modems = 2

IP Polycom phones = 3

Patient phones = 157

Emergency Red (DRS) phones = 13

IMG_2497.JPG

CAM South County, opened 2016

Total phones installed = 269

​

9611 VOIP phones = 210

Faxs = 30

Modems = 10

IP Polycom phones = 3

Cordless phones = 15

D520 analog phone = 1

IMG_2501.JPG

Scott McKinley Research Bldg (SMRB), opened 2015

Total phones installed = 168

​

9611 VOIP phones = 119

Faxs = 6

Cordless phones = 32

IP Polycoms phones = 11

VOICE ANALYST ROLES AND RESPONSIBILITIES

 

 

The Voice Analyst works closely with the customer to understand business requirements that drive the analysis and design of quality voice solutions to include but not limited to the responsibilities listed below:

 

  • Provide ongoing daily support of voice activities managed through the Service Now tracking system (Work Orders/Incidents) that includes the following:

    • Tier I incident tickets that may require escalation to vendor support service groups during outages or periods of degraded system performance to facilitate timely resolution; all inclusive of resolving the issue, activation of Disaster Routing plans if needed providing update communication to all stakeholders

    • Facilitate Work Orders on telecom systems such as moves, adds and changes (MACs) including software programming on Avaya, Nortel, Cisco, Vocera, Polycom and Telemedicine devices

    • Consult, design, script, record and provision customized Call Centers to meet the customer’s needs

    • Provide voice efficiency audits and consultations, communicate viable solutions, installation plans, generate quotes and maintain order documentation

 

  • Manage and provision the voice services needed in capital projects through consultation, planning, programming and ultimately maintain with continued support through Service Now requests/work orders and incidents.

 

  • Manage the installation, provide 24x7 support and facilitate training to sustain the following systems supported by the Telecommunications group: 

  • Avaya 

    • Avaya Switch Programming

    • Avaya Call Management System (CMS)

    • Avaya Interactive Response (AIR) 

    • Voice Mail-Avaya Modular Messaging

  • Nortel 

    • Nortel Switch Programming

    • Nortel Contact Center/Symposium

    • Voice Mail-Nortel Call Pilot

  • Local Exchange Carrier (LEC)-AT&T & Windstream management and support

  • Long Distance Carrier-Windstream management and support

  • Cisco

  • American Message Pagers

  • Everbridge

  • Overhead paging 

  • Vocera

  • Calabrio call recording 

  • Video (Independent & Telemedicine)

  • Servers 

  • Headsets

This encompasses but not limited to the following:

  • Contracting/RFP Process

  • Planning and Installation

  • License Management

  • Database Programming

  • Consultation

  • Training

  • Upgrades

  • System Maintenance and Back-ups

​

                                      

​

 

Maintenance and 24x7 Customer Support on all Telecom Services listed below:

Wired Phones (Avaya & Nortel)

  • Programming 

  • Customer Training

VoiceMail (AVST; Nortel-Call Pilot)

  • New Accounts

  • Disconnect Accounts

  • Programming

  • Customer Training

  • Port Capacity Management

  • Load Balancing

  • System Maintenance

  • System Backups

  • Software Upgrades

  • Documentation

Call Center Plans & Installation 

  • Customer Installation Consultation

  • Installation plan

  • Programming

  • Customer Training

  • Documentation

VoIP Phones

  • Programming 

  • Customer Training

Cisco Wireless Phones 

  • Programming

  • Customer Training

Vocera Badges

  • Database Programming 

  • Consultation

  • Customer Training 

  • Design

  • Add new Accounts

  • Remove Accounts

  • Programming

  • Server/Software Upgrades

  • System Maintenance and Back-ups

  • Port Capacity Management

  • Load Balancing Across Servers

  • Vendor Management

  • Documentation

IP Softphone

  • Installation

  • Customer Training

  • Documentation

Pagers

  • Manage vendor and communicate Mass Outages to facilitate alternate communication plans

  • Manage and facilitate Upgrades

  • Documentation

Overhead Paging

  • Programming

  • Ordering

AIR (Avaya Interactive Response)

  • Manage CSC Upfront Announcements

  • Mass Causality Pager Verification

  • Language Translations

  • Customer Training

  • Programming

  • System Maintenance

  • System Backups

  • Software Upgrades

  • Documentation

Capital and TCAPS Projects Support

  • Customer Consultation

  • Telephony Design (Analyst/Tech Specialist)

  • Customer Training

  • Programming

  • Documentation (Analyst /Tech)

  • Matrix manage Technician

  • Vendor Management

  • Ordering

  • Billing Review

  • Support

CMS (CentreVu) SupervisorSoftware

  • Installation

  • License Management

  • Database Programming 

  • Consultation

  • Customer Training 

  • Design

  • Documentation

Contact Center (Supervisor Software)

  • Customer Consultation

  • Installation placement

  • Programming 

  • Testing & Implementation

  • Supervisor & Agent Training 

  • License Management

Emergency Mass Notification Services (Everbridge)

  • Customer Training

  • Consultation

  • Regular Functional Testing

  • Vendor Management

  • Documentation

Disaster Recovery

  • Manage Power Fail lines

  • Manage DRS through AT&T

  • Manage DRS Cellphones

  • Regular Functional Testing

  • Maintain database

  • Consultation 

  • Customer Training

  • Documentation

Witness (Call Recording on Demand)

  • Customer Training

  • Programming

  • System Maintenance

  • System Backups

  • Software Upgrades

  • Vendor Management

  • Documentation

Telemedicine/Video Conferencing

  • Installation

  • Maintenance

Standard / Wireless / Custom Headsets

  • Procurement

  • Consultation

  • Installation

  • Training 

Voice Circuit Management

  • Customer Consultation

  • Order/Disconnect Business Line (analog lines)

  • Order/Disconnect DSL Line

  • Order/Disconnect Trunk/PRI lines

  • Disaster Recovery Phones

  • Order/Disconnect Toll-Free Lines

  • Contract Renewal

  • Telephony Design (w/Tech Specialist)

  • Documentation

  • Vendor Management (AT&T-Windstream)

  • Billing Review

  • Support

  • Distributed Antenna System (DAS)

  • Academic-Sprint DAS monitoring and maintenance

  • Community-Quotes, Installation, Troubleshoot

TFC/WUSM

  • Strategic planning

  • Process improvement

  • Customer billing

bottom of page