John Tocado

Professional Summary

I manage the contact center technologies that JLG uses to support their world-wide customer base including AI and Machine Learning Technologies. 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. Recently I was responsible for moving part of the contact center to a cloud-based telephony service integrated with Salesforce Service Cloud Voice and am involved in finding ways to use Machine Learning products in the contact center.

Specific Areas of Expertise Include:

Professional Experience

Principal Analyst - Systems Development

• Led proof-of-concept in vetting Machine Learning software for use in Technical Support contact center including use of an LLM/GPT, RAG, Categorization and Call Transcription technologies.

• 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.

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.

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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

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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
2024	Great Learning	Certificate - Data Science and Machine Learning: Making Data-Driven Decisions	12 Weeks	Crafted by MIT faculty to provide skills and knowledge to apply data science techniques to make data-driven decisions. This Data Science professional certificate program has been designed to build understanding of the most industry-relevant technologies today, such as machine learning to deep learning, network analytics, recommendation systems, graph neural networks, time series, ChatGPT and Generative AI.
2023	Coursera	Certificate - Machine Learning Engineering for Production (MLOps) Specialization	100 Hours	Learn how to deploy and maintain ML models and make them available to end-users.
2023	Coursera	Certificate - Machine Learning Specialization	80 Hours	Mastered fundamental AI concepts and developed practical machine learning skills in the beginner-friendly, 3-course program by AI visionary Andrew Ng
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.