Michael Seebeck has over 15 years of experience designing, implementing, and supporting contact center solutions using Cisco UCCE, ICM, and CVP technologies. He is currently seeking a new position as a Telecom Application Engineer. His background includes roles with IGT, Medtronic, Shoregroup, and Cisco where he managed routing scripts, implemented projects, provided support and troubleshooting, and led implementation teams.

1. MICHAEL J. SEEBECK, MEd, PMP
Austin, TX ● 505.400.3133 (cell) ● nmmikeabq@yahoo.com ● LinkedIn Profile
PRINCIPAL UCCE ENGINEER
A seasoned professional with extensive experience in contact center design, implementation and trouble-shooting seeking
a Telecom Application Engineer position. Major strengths in UCCE discovery, ICM and CVP scripting, client interface,
motivational team building, implementing “Best Practices,” managing process, training and producing results. A solid,
dependable, organized planner with a track record of deploying successful projects and a reputation for getting things
done.
PROFESSIONAL EXPERIENCE
IGT, LLC Austin, Texas June 2016 to December 2016
Principal UCCE Engineer
o Management of Cisco ICM routing scripts.
o Development of CVP programs for playing back winning numbers.
o Implementation of a UCCE and CVP projects for player and retailer hotlines. Implementation and support for
Winning Numbers lines for IL, IN, GA and other states.
o Support for call center implementation and upgrades in Costa Rica, Singapore, and Toronto.
MEDTRONIC San Antonio, Texas April, 2014 to June 2016
Senior UCCE Engineer/Principal IT Engineer
o Management of Cisco call routing scripts in ICM and CVP.
o Provide Helpdesk support. Troubleshoot issues with Verint, SAP, AMC, Cisco CallManager, Symon display
boards and global call routing.
o Creation and maintenance of project document process.
o Implementation of a UCCE and CVP projects for 24HR Helpline, Patient Financial Services and Supply
Management Team.
o SAP upgrade to web based client with AMC interface to Cisco CTI Server.
SHOREGROUP, LLC, NY, NY October, 2012 to March, 2014
Senior Applications Engineer
o Programmed ICM and CVP scripts for UCCE projects. Managed customer interface guiding discovery, and
design approval. Maintained project design and development documents.
o Implementation of UCCE installations utilizing ICM Configuration Manager, CCDM, CUCM, CVP, Call Studio,
and access to gateway routers.
o Implementation of a UCCE and CVP projects.
o Configuration of ICM. Development of ICM call routing scripts, CVP self-service scripts and test plans.
o Troubleshooting SIP Call flows to isolate call setup issues with networking and dial plan. Read and diagnose SIP
call traces.
INTERFACE SECURITY SYSTEMS, St. Louis, MO July, 2011 to October 2012
Senior Sales Engineer, Channels Group
o Design and presentation of IP networks and services supporting ip voice, call center, intrusion alarms, access
systems, fire alarm, and video.
o Implementation of Star2Star VoIP systems and contact centers and vendor management.
o Implementation of 11 site VoIP SIP application for MVD Express
o Managed POC of 500 site data network for Sun Healthcare
o Design and POC of mobile network for NetMedical Express.
o Numerous VoIP designs for companies across the US including DiPasqua, Valarta Super Markets, Le Crueset,
Winnemucca Schools, Tacala, and others.

2. Michael Seebeck nmmikeabq@yahoo.com Page Two
CISCO SYSTEMS, INC., San Jose, CA Feb 14, 2000 to July, 2011
Senior Applications Consultant/SW Engineer/ Senior Project Manager
• Installing and troubleshooting Cisco Intelligent Contact Manager and IP Contact Center in the field. Customers
included EchoStar, Wachovia Banks, La Capital (Canada), Greenland, Inc. and Cosine, Inc. and Cognos, Inc.
Installed IPCC in Cisco’s global contact centers.
• Project manager for tools supporting sales and support of Cisco IP products. PM with Solutions Technology
Services (STS) within the Advanced Services group managing software development for network analysis.
• Applications Consultant; Managed, designed, and implemented Internet Protocol Contact Centers (IPCC) for
Cisco, Echostar, La Capital (Canada), Cognos, Wachovia, Republic Insurance and others.
• Installation of the Cisco corporate global contact center IPCC (CIN). Responsibilities included project
management, client interface, call routing design, IVR design and contact center implementation. Managed
global as well as local teams.
• Customer Relations Management and troubleshooting - worked numerous CAP cases.
• Designed and built a web application for sizing IPCC ACD and IVR
• Project Manager for Cisco network analysis applications and services.
o Unified Communications Analysis Tool 5.1 (UCAT), ASA (Firewall) Migration Tool ( Project utilized
Agile like methodology while interfacing with a waterfall based reporting system used by management).
• - Project Management Organization. Contributed to Cisco STS Standardized Project Methodology Design,
created templates for project documents, designed and managed pilot Agile project for Cisco STS. (Maintained
quality yet exceeded scope by 15%).
U.S. POSTAL SERVICE, National Technology Service Center, Raleigh, NC May, 1999 to Feb, 2000
Senior Telecommunications Engineer (contractor)
• Implement systems to support virtual call centers with national routing and CTI functions.
• Responsible for USPS telecomm test bed. Installed and tested various call center systems developing reports
indicating reliability and network requirements.
• Projects included Aspect, Cisco/GeoTel ICR and CTI, Aspect Prospect CTI, Periphonics IVR, and Nice Quality
Management System. Worked with Hammer Technologies, Sniffer, NT, UNIX, and Cisco ICM
QUALEX, INC., Corporate Headquarters, Durham, North Carolina February 1998 to May 1999
Senior Telecommunications Analyst
• Responsible for management of Qualex's voice network and 7 call centers.
• Designed, installed, and maintained ACD configuration, IVR applications and hardware.
• Migrated system from Meridian Max to Symposium.
• References provided upon request
EDUCATION
Postgraduate Work, Telecommunications
University of Colorado School of Engineering,
Interdisciplinary Telecommunications Program, Boulder, Colorado
Master’s, Media and Technology
Boston University, Boston, Massachusetts
Bachelor of Arts, Biology/Chemistry
Adelphi University, Garden City, New York
CERTIFICATION
Project Management Professional- PMI, June, 2008 ID# 379448
Project Management Master’s Certificate, George Washington University May, 2008
AWARDS
Project Execution Award, ASAM 1/2/2010

3. STS Excellence Award- Teamwork, 2007, Product Rules Team