Susan Ciotti has over 25 years of experience in telecommunications with a focus on contact centers. She has extensive experience designing, deploying, and maintaining large scale call centers using Cisco technologies like VOIP, Call Manager, and Contact Center Enterprise. She is seeking a dynamic organization that values teamwork, collaboration, and solid project management skills.

1. Susan Ciotti * (631) 702-0277
112 Washington Blvd. Commack, NY E-mail * ciosu01@yahoo.com
I am lookingfora dynamicorganization thatvalues teamwork, collaboration andsolidproject
managementskillstomeetdeadlines withasense of urgency. Iam customerservice driven witha
dedicated beliefthatsuchrelationships provide long-termprofitability. Iama successful professional
with25 yearsexperience inthe fieldof Telecommunications withafocusonContact Center.
Summary of Qualifications
I have experience inCiscoVOIPTelephony, CiscoCall Manager, Unity Connection Voicemail Systemand
CiscoContact CenterEnterprise. Ihave designed, deployed andmaintainedmultiple large scale call
centersonan International level andprovided trainingtoCall CenterManagersandAgents. I am
experienced inPBX programming, moves, adds, andchangesandhave excellenttroubleshootingskills. I
have a workingknowledgeof thirdpartyapplications usedinmanyContactCenterenvironments.
Examples:Salesforce.com, AMCToolbar, Exony, Egain, Verint, Impact360, Moxie, andEnvision
recordingservices.
Work Experience
AT&T Services,Inc. – February 2015 – Present– Professional ITNetwork Design
Work directly withthe business todesign, implement, andtestICMand CVP call flowsto meetthe
business requirements, Trouble shootICM, CVP routingscriptsandCUCM issues. Providedaily
customersupportforACD and thirdparty applications. Complete moves, adds, andchanges tothe Call
CenterenvironmentandScripting. Process Holiday andspecial closings forContactCenters.
Thomson Reuters- October2012 – February 2015 - SeniorNetwork Engineer
Work directly withthe business todesign, implement, andtestICMand CVP call flowsto meetthe
business requirements, Trouble shootICM, CVP routingscriptsandCUCM issues. Troubleshootissues;
provide customersupportforACDand thirdparty applications. Complete moves, adds, andchanges to
the Call CenterenvironmentandScripting. Process Holiday andspecial closingsforContactCenters.
Provide leadership toTeamfor excellentcustomerservicepractices.
CA, Inc. (ComputerAssociates) September, 1998 - April, 2012 SystemAdministrator
Call centerAdministration, maintenance andhighlevel design. Workingknowledgeof CiscoIPCCCall
Centerenvironmentandtroubleshooting. Research andtroubleshootforACD, phone andvoicemail
systemstoensure a smoothandeffective delivery of service. MaintainCritical Situation Management
and resolution skills. Provide reportingandmentoringforCall CenterManagersandagentson
performance andcompliance withinternal policies.

2. St. John’sEpiscopal Hospital 1985 - 1998 Directorof Telecommunications
I was Responsible forthe 24 X 7 hours of staff managementforall Switchboard Operators recruiting,
training, performance management, development, andtermination. Oversee all moves, additions and
changesto the telephone system. Iprovidedall voicemailsetup, configuration andIVR. Provided
DisasterRecovery procedures andensured thatthe Hospital maintainedcommunication atall times. I
provided troubleshootingof all Telephone systemfailurestoensure quick recovery. Managedcall detail
reporting, billingsystems andprepared timely reportsforseniormanagement.
Education & Training
Briarcliff College
CiscoICM Part I & II
CiscoAdvanced ScriptingCertified
CiscoAdvanced ReportingCertified
Siemens Call CenterAdministration andSiemens PBX Administration Certified
ITIL V3 Certified