George Holmstrom

In my 20 years’ experience in the Telecom and Call Center industry I have held positions as a Lead Technical Resource, a Project Manager as well as Business Analyst for commercial companies in the greater Boston and Providence areas. In all of these roles I have always approached my projects and tasks with the customers' “best practice “interests in mind. I have provided Project Management and/or Business Analyst guidance for gathering of Contact Center business requirements; working in conjunction with multiple cross-functional project teams and business units to meet specifications for implementation of specific call center technologies or new telephony installs or upgrades such as: • Have either led or supported or maintained traditional Legacy PBX and/or VOIP Conversions to modern SIP platforms. Have either supported or Project Managed commercial implementation projects utilizing both Avaya and Cisco product lines for customers such as School Systems, Colleges, Private Industry, Health Care, and State Agencies. • Extensive experience in office relocation projects or office decommissioning. • Experience and familiarity in telephony and network infrastructure principles and equipment (Cabling, Switches, Routers, Firewalls, Voice Gateways) and how they interface together. • Hands-on experience with the DID and Toll Free porting process between carriers as well as migration to a new cloud platforms & SIP carrier. Also experienced in placing new circuit orders as well as disconnect orders. • Have worked with and /or implemented call center technology solutions for Hard/ Soft Phone agent installs, call reporting and call recording solutions as well as CTI integration. • Have extensive call flow experience in evaluating, testing, and redesigning existing IVR's ( Avaya, Cisco, Nuance ) or traditional Automated Call Attendant's to new solutions as specified by the client. Have direct experience in dealing with multiple business units to bring the solution to "go-live” status and provide support post migration. • Have direct experience in working with carriers in designing a disaster recovery plan. • Have either supported installed or worked with products from vendors such as Avaya, Cisco, NICE, Verint, Service Now • Familiarity with ticketing systems from Connectwise or Service Now. Familiar with the change control management process through Service Now. • Familiarity with E911 call routing practices between customer, carrier and local EMS services.