JOHN THOMAS WYCKOFF

387 Pittstown Rd
Pittstown, NJ 08867-4155
908.507.6852 jw403186@westpost.net 908.713.1120
SUMMARY
Telecommunications Analysis with experience in Fortune 500 to mid-size corporati
ons. Extensive hands on experience in design, selection, installation and manag
ement aspects of PBX and VoIP based telephone systems and call centers. An eff
ective communicator and trainer skilled at helping non-technical users understan
d complex concepts and ideas. Excellent diagnostic and customer service skills,
consistently resolving problems quickly and cost-effectively. Certified Traine
r for New Hire Technologies and Proceduresa, Call Center Operation Training and
other OS and Applications.

TECHNICAL EXPERTISE
Equipment:
Cisco Call Manager, Avaya Definity G3i PBX Release 10, , Cisco Switches and Rout
ers, APC UPS, ADIC Scaluar models, Panasonic Hybrid Key, Toshiba DK280, AT&T Me
rlin, Sprint and Partner systems, Northern Telecom Norstar, Meridan SL1
PC Applications:
Microsoft Office Suite - Excel, Word, Access, Power Point, Microsoft Project, Mi
crosoft Visio, Lotus Notes, Timbuktu Pro, WinZip, MS Internet Explorer, IBM Same
Time, Odyssey Client Manager for Wireless Network Connectivity, ARCServe Backup
package, ccMail 2.10
PC Operating Systems:
Windows 7, Microsoft Active Directory, Windows XP, Windows 2000, Windows NT 4.0,
Windows 95/98, DOS
VoIP/PBX Applications:
Cisco VoIP Call Manager, UCN Call Center iContact, Avaya DSA, Terranova, Ava
ya CMS Supervisor, Avaya IP Agent, Agilquest Hoteling Software
Certifications:
UCN InContact Call Center Solution, Avaya Definity G3 PBX Administration, Avaya
Definity ECS Automatic Call Distribution with Call Vectoring, CenterVu CMS Admin
istration
PROFESSIONAL EXPERIENCE
ERNST & YOUNG LLP, Secaucus, NJ 1998 - 2010
Infrastructure Technician
Provided onsite telecom and technology support for the 1800 personnel in the Mea
dowlands Office and remote support for the other 8 offices in the North East Reg
ion. Researched, designed, programmed, trained and maintained 11 call centers a
nd 130 agents based in the Meadowlands office. Provided multicast support for i
nternal and external Webcasts produced by clients and staff.
a Converted all 11 call centers to a digital platform utilizing the UCN Cloud Ba
sed ACD application iContact. Built a detailed Documentation Package utilizing
Microsoft Visio Flow Charts for all call centers. All conversions completed wit
hin three months.
a Provided New Hire training for incoming employees covering the firmas computer
 applications and services. Specialized in large, 60 students plus classes. Al
so provided training for call center applications, new computer operating system
s upgrades, and other applications.
JOHN THOMAS WYCKOFF
Page 2
ERNST & YOUNG, continued
a Worked with national vender Fidelus, converted existing Avaya PBX based phone
systems and call centers to the Cisco VoIP based system for the 8 offices in the
North East region.
a Working with the facilities department moved 1800 personnel from a two buildin
g configuration in Lyndhurst NJ to a single building in Secaucus.
MERRILL LYNCH, Somerset, NJ 1997 a" 1998
Project Coordinator
Coordinated all internal moves for the 4000 employees restack located in three b
uildings. Met with clients to discuss their telecommunications and data needs.
Provided timelines and cost estimates for Facilities Project Requests and to cl
ient for additional equipment. Coordinated installation of circuits associated
with projects, LOC (Bell, Verizon). Scheduled, managed and assisted with the m
oving and reconnection of equipment. Provided cable management with detailed re
ports showing jack to PBX/Server/Switch/Gateway connectivity.
CHASE MANHATTAN MORTGAGE CORP SERVICES, Metropark, NJ 1996 a" 1997
Branch Office Telecommunication Support (Contractor)
Provided Telecommunications support for 300+ branches through out the US. Overs
aw moves, adds and changes and, conversion of branchas Long Distance carriers.
Installed and disconnected circuits. Provided technical support, billing justif
ications and reconciliation venders charges (NYNEX, Bell Atlantic, Bell South, G
TE, PACBELL, Ameritech, Sprint.) Coordinated the relocation of several branch of
fices through out the US.
TELECOM SOLUTIONS GROUP, Whitehouse, NJ 1992 a" 1996
Senior Consultant
Developed RFPas for equipment and long distance services. Selected, implemented
, managed system installation and usage training. Completed traffic studies to
confirm sizing trunking for clients. Performed billing audits on telecommunicati
ons accounts. Managed the installation of new phone systems for local law firm,
and two banks. Performed audits and organized clients telecom charges for ease
of future management of those charges.
EDUCATION
Graduate, West Morris Regional High School, Chester, NJ