Tony Hattaway
Southaven
Summary
An analytical and meticulous Voice Engineer with demonstrated expertise in the Telecommunication and Information Technology industry. Established capabilities in project management, escalation support, architect solutions for LAN and WAN circuits, operational management, technology deployment, strategic planning, compliance and problem solving/troubleshooting. Skilled at planning, design, implementation, operation and optimization of network infrastructure Proven aptitude in maintaining focus.
Overview
18
18
years of professional experience
Work History
Senior Contact Center Engineer
FedEx
06.2018 - Current
- Designed a complex Unified Communications environment.
- Designed and deployed solutions based on business objectives.
- Ensured project completion according to project plans and business/user needs.
- Documented corporate and remote branch call flow configurations and call flow charts.
Telecommunications Engineer
ServiceMaster
Memphis
04.2012 - 06.2018
- Integrated Verint Call Recording with Cisco Call Manager and UCCE, ensuring audit compliance and simplifying post‑call review.
- Designed and deployed Verint Speech Analytics for real‑time monitoring of customer interactions.
- Ensured end‑to‑end encryption of recorded calls by configuring Verint with Cisco Secure Gateway, meeting HIPAA and PCI‑DSS standards.
- Trained 30+ agents and supervisors on Verint reporting tools and best practices, enhancing reporting proficiency.
- Developed custom Verint dashboards (Power BI / Tableau) for executive reporting, highlighting key metrics like average talk time and first-call resolution.
- Planned, designed and implemented multi partners VoIP solutions using CUCM-7.x, 8.x, 9.x, 10.x.
- Collaborated with service providers (Verizon, ATT) to implement PRI and SIP circuits for VoIP solutions.
- Participated in engineering, configuration, installation, maintenance and upgrade of partners VOIP systems.
- Received and addressed errors and escalations of VoIP issues through the ticketing system.
- Gathered new system requirements and provide a design solution.
Senior Network Engineer
Pinnacle Airlines Corp.
04.2008 - 04.2012
- Installed and supported VoIP and Network equipment.
- Performed MACDs, firmware upgrades, and backups on Cisco Unified Communication environment.
- Served as subject matter expert in multiple areas of unified communications.
- Built and maintained a strong partnership with internal/external customers and vendors.
- Planned, designed and deployed remote sites offices data and voice.
Education
Master's - Information Systems Management
DeVry University
Bachelor's - Information Systems Management
University of Mississippi
Core Compentencies
- Unified Communications (CUCM 7‑10.x, UCCE, Cisco Webex Calling, Cisco Webex Contact Center, Microsoft Teams Voice)
- Voice & Data Network Design (BGP, EIGRP, VLAN, QoS)
- Verint Call Recording & Speech Analytics
- Microsoft Teams Voice & Signal‑to‑Signal Integration
- Project & Vendor Management (Verizon, AT&T, Cisco, Microsoft)
- Incident & Troubleshooting (Ticketing, RCA)
- Documentation & Process Improvement
- Team Leadership & Cross‑Functional Collaboration
Timeline
Senior Contact Center Engineer
FedEx
06.2018 - Current
Telecommunications Engineer
ServiceMaster
04.2012 - 06.2018
Senior Network Engineer
Pinnacle Airlines Corp.
04.2008 - 04.2012
Master's - Information Systems Management
DeVry University
Bachelor's - Information Systems Management
University of Mississippi