MICHAEL E. McCAY
Curriculum Vitae
Address:
3228 E. Holt Avenue
West Covina, CA 91791 |
Telephone:
626-926-8679
Fax: 626-447-3374
mccay@eirelink.com
|
Highly motivated, team-oriented individual with
broad experience in telecommunications and data networking. Expertise
with converged systems on Nortel and Cisco platforms,
including Call Centers and Voice over IP. Excellent communication
skills and experience as a trainer. Seeking a challenging position in a call
center consulting/management environment which will allow me to apply the skills
and experience gained in industry and the UCI Graduate School of Management in a
mutually rewarding position.
Summary of Qualifications
- Call center experience in consulting and implementation roles
- Created and operated a consulting practice/training company
- Significant experience in development and support of Telephony, Internet, Windows and
Local Area Network applications
- Multilingual - English, Spanish, French and Basque
- Highly rated teaching skills
- Multiple certifications
- High level of interpersonal relationship skills
- Hard working get-the-job-done-right attitude
Relevant Experience
I was originally hired at this company to perform pre-sales support duties as
part of an outsourced solution for Nortel Networks telephony products, including
the Meridian 1, Business Communications Manager, Norstar and Succession product
lines. Although Intelli-Flex's relationship with Nortel Networks was
terminated in November 2001, I was kept on and transitioned to a multifaceted
role which included sales support and engineering, consulting, post-sales installations
and customer support, with an emphasis on call centers and other applications. My
duties at Intelli-Flex include:
- Help-desk activities supporting customers with PBXs, key systems and voice
mail systems by Nortel Networks, Cisco, Altigen and Octel, as well as Polycom
videoconferencing systems and other miscellaneous telephony and data
networking systems.
- Project Leader duties for a number of call center applications on
Symposium Call Center Server. These projects involve multiple LAN segments
in heterogeneous Windows environments in which integration with the PBX can
be very challenging. They tend to be fairly demanding and require
complex trouble-shooting abilities.
- Sales support activities including system configuration, building price
quotes for labor and materials, customer interaction and lead management.
I designed and implemented a price quote development system which draws on the
advanced capabilities of Microsoft Access and Excel to quickly and easily
engineer sales proposals. By automating the process I reduced the time
taken to create a quote to a fraction of what it had traditionally taken.
- Documentation of projects and development of processes for company records
and employee training purposes. Development of and maintenance of
Microsoft Access, Act! and Lotus Notes databases. Development of an intranet
portal with easy-to-find links to commonly-used documentation.
- Development of new business based on Cisco Voice over IP and data
networking solutions, including sales strategizing, system design and
development of price quotes.
- Maintenance of hardware and software for the corporate LAN, with
workstations and servers running Windows XP, Windows 2000, Windows NT,
Windows Me and Windows 98.
- Regular use of a wide variety of PC applications, including Microsoft
Office, Lotus Notes, Act!, Symposium Call Center Server and Client software,
Crystal Reports, Microsoft Visio, Microsoft Project, Adobe Acrobat, Procomm
Plus, pcAnywhere, many others.
I formed this company to create a comprehensive source of
language and technical services. As the owner/director of the
company, I was responsible for selling the services, hiring and
training the staff, designing and developing the programs, and
billing and collecting for the work performed. My specific
accomplishments were as follows:
- I have developed and maintained web sites for my own
business and a number of clients, ranging from
manufacturing companies to a full-fledged on-line
bookstore, with web-based catalogs and a secure server
ordering system.
- At St. Patrick’s English School
in San Sebastian,
Spain I developed the curriculum and instructed students
in computers and other technology related topics. I also
trained fellow teachers in the use of computers and
provided PC technical and maintenance support on Windows
95/98 workstations and Windows NT4 servers, including
installation and configuration of software, setting up
user accounts and trouble-shooting, for applications
including MS Outlook clients for the MS Exchange Server,
MS Office, Internet Explorer, FrontPage and proxy
configuration. I also set up an Intranet-based
discussion forum for employees.
- I maintained and supported a number of laptop computers.
- Retained by the Iberlingva chain of language schools to
provide on-demand PC technical support in databases,
desktop applications, operating systems and hardware.
For this school I developed a networked database program
for tracking students and billing, including automatic
EFT billing through banks. I created all user
documentation for this system in the English and Spanish
languages, and over the years I have continued to provide
upgrades and support for different aspects such as Y2K
issues. Support was given by telephone, on-site,
via e-mail, and using remote control software including
Close-Up and pcAnywhere32.
- Led a team of software developers producing two
multimedia titles in Spanish. My responsibilities on this
project included supervising hardware and software
purchasing, installation of hardware and software
including local area networks and communications, process
development and interfacing with outside English-speaking
consultants.
- Recruited to train teachers in the Czech Republic in the
uses of multimedia and Internet technologies in the
classroom with web-based practical activities.
- Responsible for translating numerous documents such as
computer program user’s manuals and technical
training courses from Spanish to English and English to
Spanish.
- Translated a full range of educational software products
for the Macintosh platform, including: Puzzle Tanks,
Blockers and Finders, and King’s Rule.
- Provided full localization of "Virus Buster"
Software for the MS-DOS platform, including source code
and documentation from English to Spanish.
- Provided interpreting services (including simultaneous
interpreting) for various manufacturing companies
including training in the use of computers.
- For an engineering and planning company, provided
assistance on various software projects having to do with
statistics and future studies, primarily in the
localization of documents from French and Spanish into
English.
- Provided translation from English into Spanish of over 20
manuals for a manufacturing company’s full line of
computer products.
After graduating from college, I settled in Spain and served
first as an instructor and later as assistant director for a
language academy in Pamplona, where I designed and implemented a
networked database system for tracking and billing students. Also,
during this period of time, I returned to the United States for a
year and a half to take graduate studies in Computer Science at
Santa Clara University.
Other Professional Activities
- TESOL-Spain – President and Webmaster - For this
association of English language teachers, I have been an
active member since 1988, and I am currently serving on
its board. I have been responsible for the organization
of a number of local and international events, for which
I have given a number of information technology
presentations ranging from database design to the use of
the Internet.
- CompuServe on-line services - I am a SysOp on two CompuServe forums:
the Spanish
forum (GO SPFORUM) and the Multimedia
forum (GO MMFORUM).
Education/Degrees/Certificates
Languages Spoken
- English, Spanish, French and Basque.
References
- Will be supplied upon request