John Tocado

2008 Rumson CT
John.Tocado@email.com.
Bethlehem, PA 18015
610-866-4080


Professional Summary

I manage the contact center technologies that JLG uses to support their world-wide customer base. I report directly to the Segment IT Director and have responsibility for interacting directly with the business, uncovering creative ways to use call center technologies. In this unique role, I act as Business Analyst, Project Manager, Team Lead and Developer on the UCCX platform. Working with the company’s telecom architect we developed a 5-year plan that includes upgrading all of the existing infrastructure to the latest products and or versions of code, rewriting all of the contact center applications in UCCX and rolled out contact center services to our worldwide locations including North America, South America, and Europe.

Specific Areas of Expertise Include:

• Computer Telephony Engineer. Support and application development.
• Over 25 years’ experience with Contact Center technologies.
• Business Analyst. Leader of cross functional teams creating technological solutions.
• Leader to ad-hoc teams - troubleshooting telecommunications / network outages in high pressure, mission critical situations.
• Project Management.



Professional Experience

JLG - A Manufacturer of Construction Equipment
2015 – Current

Principal Analyst - Systems Development
• Perform consulting on the use of telecommunications technologies to increase customer/employee satisfaction, improve efficiency and reduce risk of downtime.
• Write UCCX scripts to make the code easier to maintain and troubleshoot. Designed the code so that the menus the customers use are built on the fly and can be customized during the call based on what we know about the customer.
• Project Manager on Finesse deployment, 2-Ring wallboard/Dashboard deployment and Salesforce integration. Created tools using HTML CSS and JavaScript to replace tools lost when Cisco Agent Desktop was replaced.
• Project Manager/developer for the contact center specific intranet page to give agents one place to access the tools they use based on their specific role. It now takes 15 minutes to train a new agent on the technologies they will use.

PPL - An Electric Utility Company
2013 – 2014

Contract Project Manager – Telecommunications Replacement Project
• Created and maintained the project plan, negotiated and tracked the completion of plan tasks within a complex multi-department organization including outside vendors.
• Tracked and projected project spend against the project budget and made recommendations to keep the 16-million-dollar project on budget.
• Acted as main conduit of project information and status throughout the organization. Held weekly and monthly meetings with department directors and senior directors and acted as main contact with the executive sponsorship team.
• Worked with the Lead Engineer, team Supervisor and Director – wrote the Request for Proposal for the second year of the project and managed the RFP process through PPL’s purchasing department.

The Shore Group - A Managed Services Company
2010 – 2013

Senior Telephony Engineer – Support Cisco Contact Center products in an NOC environment
• Supported the Cisco UCCE suite in a Network Operations Center Environment at the monitoring, error log and bug level.
• Learned how to manage interactions with the Cisco’s TAC (Technical Assistance Center) – to drive issues to resolution.

IBM - Information Technology Company
2005 – 2010
2012 – 2013

Contract Senior Telephony Engineer – Unified Contact Center Enterprise developer
• Provided senior level consulting as project requirements were developed.
• Respected troubleshooter\developer often requested for work inspection and roll-out.
• Provided coaching for skill development and job performance.
• Provided team and technical leadership during mission critical outages.
• Created enterprise call routing scripts using UCCE for the complex Sprint Cellular environment – with over 100 contact centers in 4 countries.

InfoNXX - Directory Services (411) Company
2003 – 2005

Senior Telephony Engineer - ICM Developer and Project Manager
• Using Cisco ICM Scripting, provided routing to an average one million calls a day to 2000 agents worldwide, invented routing algorithm that increased contact center efficiency and lowered customer wait times.
• Invented web-based interface that allowed contact centers to apply manual inputs to routing decisions.
• Provided technical leadership to team of 5 ICM and ACD developers – focusing on developing coding conventions to make the code easier to support and troubleshoot.
• Engineered integration for the Soleo voice recognition and ICM.
• Assigned to the United Kingdom for three-weeks to support roll-out of a new 411 service in the UK (118118).
• Member of the ready reactionary team – provided team and technical leadership during mission critical outages.

Qualex - Kodak’s film processing organization
1999 - 2003

Senior IS Project Manager - ICM developer, and technical support for Contact Center
• Provided traffic engineering and ACD design
• Vendor management of IBM as they installed the Cisco Intelligent Call Manager (ICM) and Periphonics IVR infrastructure.
• Provided traffic engineering and ACD design.
• Provided leadership to a team of four telecommunications technicians supporting corporate headquarters and five customer contact centers.
• Provided scripting using Cisco ICM.


Professional Experience - Details


Job Hiring Company Worked For Hire End Duration Manager
Principal Analyst, Systems Development JLG JLG 07/05/2015 Present 5 + years William Belleville
Project Manager Signature Consultants Dimension Data 03/02/2015 5/8/2015 3 months Mary Wise
Project Manager Computer Enterprises, Inc. PPL 06/17/2013 09/19/2014 1 year 4 months Jerry Brubaker
Telephony Engineer Infinite IBM 10/16/2012 6/14/2013 9 months Greg Toon
Senior Support Engineer The Shore Group The Shore Group 04/01/2010 10/15/2012 3 years 7 months Randy Johnston
Dale Carnegie Instructor Dale Carnegie SE PA Dale Carnegie SE PA 2010 2012 2 years Katie Iorio
Senior Telephony Engineer SAI People IBM 10/11/2005 3/26/2010 4 years 6 months Sherry French
Telephony Engineer InfoNXX InfoNXX 05/19/2003 10/08/2005 2 years 6 months Gary Donahue
Senior IS Project Manager Qualex Qualex Oct 1999 May 2003 3 years 6 months John Wells
Software Engineer ATEB ATEB Oct 1998 Oct 1999 1 year Gardenia Coates
Customer Care Engineer Monolith Monolith 1997 1998 1 year Unavailable
Engineer II - ICR Products MCI MCI 1995 1997 2 years Unavailable


Education and Certifications

Education

2007 – 2010
MA Restorative Practices and Youth Counseling
International Institute for Restorative Practices

1984 – 1989
BA Economics
Marshall University Huntington, WV

Certification, and Training

Technical

Year Institution Title Duration Notes
2023 Coursera Certificate - Machine Learning Engineering for Production (MLOps) 91 Hours * Certificate - Completed 4 courses listed below.
2023 Coursera Deploying Machine Learning Models in Production 32 Hours Learn how to deploy ML models and make them available to end-users.
2023 Coursera Machine Learning Modeling Pipelines in Production 23 Hours Apply techniques to manage modeling resources and best serve batch and real-time inference requests. Use analytics to address model fairness and explainability issues
2023 Coursera Machine Learning Data Lifecycle in Production 21 Hours Understand the data journey over a production system’s lifecycle and leverage ML metadata and enterprise schemas to address quickly evolving data.
2022 Coursera Introduction to Machine Learning in Production 15 Hours Identify the key components of the ML lifecycle and pipeline and compare the ML modeling iterative cycle with the ML product deployment cycle.
2023 Coursera Certificate - Machine Learning 76 Hours * Certificate - Completed 3 courses listed below.
2023 Coursera Advanced Learning Algorithms 34 Hours Build and train a neural network with TensorFlow to perform multi-class classification, decision trees, generalization
2023 Coursera Unsupervised Learning 27 hours Use unsupervised learning techniques for unsupervised learning: including clustering and anomaly detection
2022 Coursera Supervised Machine Learning 15 Hours Build & train supervised machine learning models for prediction & binary classification tasks, including linear regression & logistic regression
2022 Amazon Complete AWS Cloud Practitioner Essentials 6 Hours This course is for individuals who seek an overall understanding of the Amazon Web Services (AWS) Cloud
2022 MIT Attended Online EMTech Digital at MIT Media Lab 2 Days EmTech Digital delivered editorially curated content to understand the implications of AI breakthroughs.
2022 MIT Attended EMTech Future Compute at MIT Media Lab 2 Days EmTech future compute focused on Machine Learning, Security and the Metaverse.
2015 Scrum Alliance Advanced Certified ScrumMaster (A-CSM) 2 Days Certified as Scrum Master
2010 Cisco Installation of Cisco UCCX 4 Days Learned to Install UCCX (Unified Contact Center Express.)
2010 Udemy The Complete Web Developer Course 2.0 8 hours HTML, CSS, Javascript
2002 Periphonics Periphonics PeriProducer for Programmers 5 Days PeriProducer in the VPS/IS Environment for Programmers.
2001 Computer Telephony Institute Computer Telephony Engineer NA The Computer Telephony Engineer Certification (CTE) is a cross vendor certification. I completed 5 courses: Networking, Telephony, CTI, Call Centers, and Interactive Voice Response (IVR).
2000 Cisco Cisco UCCE Training 5 Days Training to configure and program the Cisco UCCE / Geotel ICM platform.
1998 Microsoft Microsoft Certified Systems Engineer NT 4.0 NA Certification - Network administration - SQL - Internet Infomration Services.

Certification, and Training

Human Relations

2010
Certified Dale Carnegie Instructor
Effective Communications & Human Relations

2009
Dale Carnegie Core Competency
I received training in leadership and training techniques.

2006
Dale Carnegie High Impact Presentations

2005
Dale Carnegie Human Relationships Course
I learned to develop and protect relationships with co-workers to be a more effective leader.