1. Alan D. Tolbert
339 Evie Lane • Canton, GA 30115 • (404) 964-1451 • alandekletolbert@gmail.com
PROFESSIONAL EXPERIENCE
Verint Systems (Witness Actionable Solutions Division) , Alpharetta, GA November 1999 –
present
Global Telecom/CTI Manager July 2015 - present
Manage Telecom and CTI Labs globally for all Engineering Groups (US, UK, India, Vietnam, and Israel)
 Provide Support across all Organizations in Company. This includes:
 Professional Services and Support (PROFS/CIC): Travel to Customer Locations to help with product installs.
Troubleshoot new and expanded installs remotely when telecom support is needed.
 Training: Install New Telephone Systems, CTI Servers, and configure the various call center environments so Training
Teams can instruct customers on our software product. This includes US and UK Training facilities.
 Marketing: Setup Call Center Environments (PBX/ACD/CTI/TDM/VoIP) for new product demonstrations to potential
customers.
 IT and Facilities: Provide support to IT for production Phone Systems. Install Voice and Data Cabling, New Switches
and CTI, and relocation of existing equipment for new office locations in US (GA/NJ/CA), UK (Leatherhead), India
(Bangalore), and Israel (Herzliya).
 Coach and mentor both new and experienced staff members. Hold Numerous Training Classes on all Lab Engineering
equipment on how equipment is configured and interfaces our software products. Web Training is also performed for
all remote staff.
 Major Accomplishments:
 Installed and configured three call testing environments. Two are TDM (Abacus) and other is IP (Hammer). The TDM’s
are a 3024 (6048 Channel) seat call center using two Avaya Aura Communication Managers and two Spirent Abacus
platforms. The ACM6.3 and the first Abacus5K utilize 6 DS3’s and 2016 Agents. The ACM6.2 and Second Abacus5K
utilize 3 DS3’s and 1008 Agents. The Hammer Environment is a 1000 seat (2000 H323 Endpoints) that uses 8
dedicated PN’s of the ACM6.3. With the TDM setup, I created two 960 Channel Trunk Tap Environments for our
recorders to direct connect via patch panels.
 Spent 6 weeks in India on two separate occasions, building out the new R&D Engineering Labs. This entailed
installing/relocating equipment and training personnel on switches (Aspect, Nortel, and Avaya) and CTI (Genesys,
Nortel Contact Center, and Avaya AES).
 Spent 3 weeks in Israel, on multiple occasions, installing and upgrading Switches, CTI, and training personnel. This
included several CS1K upgrades from 5.0 to 5.5 and 7.0 to 7.6. Installed Avaya SM and SMGR for SIP Trunking to the
Nortel.
 Spent a month in the UK replacing the CAT3 Backbone with CAT5E and relocating the Avaya G3csi and Nortel Option
11C.
 Manage and support telecom teams in Vietnam, India, and Israel, while maintaining and providing support for Roswell
GA, Lyndhurst NJ, Santa Clara CA, Tokyo, Ireland, and Leatherhead UK.
 Design and Move the Engineering Lab from our Roswell 1800 Sq. Foot Facility to the newly acquired Alpharetta 3800
Sq. Foot Location. All Switches and CTI’s were relocated, re-cabled, and reconfigured within 3 weeks.

2.  Work with OEM Development Partners (i.e. Avaya, Nortel, Aspect. Siemens, I3, and Alcatel) to certify and integrate
our software against their various ever-changing hardware/software platforms.
 Equipment and CTI supported daily at all locations:
 PBX/ACD/TDM/VoIP – Avaya Aura CM (All platforms and Releases since G3r6. Currently ACM7.0), Nortel Option 11
– 81C and CS1K, Aspect Call Center, Alcatel PCX4400, Mitel3300, Genesys IPMX/SIP Server, Cisco Unified Call
Manager and ICM, Cisco Unified Contact Center Express (UCCX), I3 TDM and SIP, IPC/BT Trading Room Floor
Switches, Siemens OSVv7 and v8, Siemens Hi-Path 4000 v7, SAP BCM v6 and v7.
 CTI/MISC – Avaya AES (Application Enablement Services Single and HA Environments - All Releases), Avaya SES
(SIP Enablement Services, Avaya Aura Session Manager, Avay Aura System Manager, Avaya PDS/PC (Proactive
Contact) Dialers (Hard and Soft), Avaya Voice Portal and Experience Portal (AVP/AEP), Avaya AIC/OA, Avaya Aura
Contact Center (AACC), Genesys TServer Suite, Nortel Contact Center/Symposium, Aspect Portal, Aspect CMI
Server, Aspect SIP Proxy, Dialogic/Intel CTConnect, Various TDM and VoIP Telephony Server Cards (Dialogic, NMS,
Ai-Logix). Empirix and Spirent (Abacus and Hammer) Call Bulk Generators. VMWare ESXi v4.x to 5.5.
 Perform or oversee all Switch/CTI installs and upgrades as BETA and GA Releases become available. Perform
deployment of Windows and Linux OS’s that software resides on as well as VMWare software and hardware
platforms.
Senior Global Team Lead October 2012 – July 2015
Senior Global Telecom/CTI Engineer April 2006 – October 2012
Global Telecom/CTI Engineer July 2004 – March 2006
Telecom/CTI Engineer November 1999 – July 2004
Alan D. Tolbert
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MCI Worldcom, Alpharetta, GA February 1996 – November 1999
Operations and Telecom Manager
Managed Team in IT Operations department while handling Call Center Data and Telephony Equipment (Nortel, Rockwell, EIS
Dialers).
 Maintained 1000+ seats (600 Sales/Service and 400 Staff) at 3 complexes/Call Centers in Atlanta/Roswell that
transitioned into a 108,000 sq. ft. (858 Sales and 400 Staff) Call Center in Alpharetta
 Responsible for managing the majority of the projects related in the move of the call center from Roswell to Alpharetta (i.e.
Overseeing the voice and data cabling, installation of the TV/audio network, security, furniture installation, relocation of the
ACD’s and the PBX, T1’s and Data circuits, etc.)
 Traveled to other call centers to help in the upgrade of their network backbone from Cat 3 to Cat 5. Upgraded their call
center agents from Rolm PBX’s to the Rockwell ACD’s .

3. LMI Electrical Contractors, Stone Mountain, GA September 1992 – February 1996
Voice and Data Specialist September 1992 – February 1996
Traveled throughout the Southeast performing new installations and troubleshooting support of voice, data (Cat 5, AS400, and
Type 1 and 2), coax, and fiber optics. I installed Key Telephone Systems including Panasonic, Norstar, and Toshiba.
PROFESSIONAL DEVELOPMENT TRAINING
- Fiber Optic Maintenance - (1/26/96)
- ND2200 Fiber Optic Installation - (2/2/96)
- Nortel XII Meridian Database Administration - (7/14/96)
- Rockwell Spectrum Call Center Administrator - (9/10/96)
- Nortel Meridian I Options 21-81 Installation & Maintenance - (05/16/97)
- Supporting Microsoft Windows NT 4.0 Core Technologies – (04/02/99)
- Avaya DEFINITY Basic Administrator Training – (11/01/99)
- Expert Agent Selection (EAS) for the Avaya DEFINITY ECS – (01/13/00)
- Meridian Link 5 and CCR Installation, Operation, and Maintenance – (02/04/00)
- Managing the Aspect ACD System Release 6 - (02/28/00)
- Aspect ACD Call Control Tables (CCT) – Design and Implementation – (03/02/00)
- Avaya DEFINITY ECS G3csi/si Installation and Maintenance – (04/28/00)
- Avaya DEFINITY ECS G3R6 World Class Routing – (10/16/00)
- Alcatel Omni PCX 4400 Standalone Course – (02/02/01)
- CIPT (Cisco IP Telephony) for Call Manager 3.3 – (04/17/04)
- Avaya PDS Foundations – (03/15/05)
- Avaya PDS Using Avaya PDS 12.0 – (04/11/05)
- Avaya PDS Configuring and Supporting Avaya PDS 12.0 – (04/25/05)
- BT ITS Trading Room Floor Switch Installation & Maint – (12/02/06)
- Avaya Aura Contact Center v6 BootCamp (Installation and Maintenance) - (03/2013)