1. GARY L. BECKER
8253 West Via Garcia Marquez Tucson, AZ
H: (520) 908-3182 ♦ C: (520) 975-1295 ♦ garylbecker@hotmail.com
INFORMATION TECHNOLOGY PROFESSIONAL
Dynamic, versatile IT professional with 20+ years experience in all aspects of PBX/ACD, telecommunications,
contact center, network operation & level 2 desktop support troubleshooting. Extensive expertise in
installation, configuration, maintenance, upgrades, and diagnosis repair of telecom and network
components/systems across a wide-array of industries. Exceptional technical skills combined with proven
ability to troubleshoot, manage and maintain systems on a global scale while documenting processes to
analyze and resolve problems. Expert at implementing processes that improve efficiency. Demonstrated
management skills that enhance productivity and performance.
AREAS OF EXPERTISE
PBX/ACD/IVR/Voice Mail: Administration and MAC ● VoIP, TDM , H.323/G,729, SIP ● User Training, Help
Desk, Incident Problem Management , Site Documentation ● Network/Carrier Systems ● XP, WIN7,8,10,
Windows Server Unix/LinuxMainframe Systems Support● Certifications: MCSE, CompTIA A+,CIW, FCC●
general Radio Avaya S8700, G650, Avaya Gateways● ● Avaya CMS, 800# Routing, VDN, Vectors ●
Analog/Digital Microwave, SoNET ● Cabling, Configuration, Implementation ● Diagnostics Troubleshooting
● Hubs/Switches, WIFI ● Windows Administration
PROFESSIONAL EXPERIENCE
SELF-EMPLOYED, Tucson, AZ
Independent Contractor, 08/2015 – present
 Coordinated successful installation of Windows servers and workstations
 Windows 7, 8.1, 10 hardware and software install/upgrade/refresh, printer refresh
 Desktop software and hardware support, including break/fix
HEWLETT-PACKARD ENTERPRISES, Tucson, AZ
Level 2 Network Infrastructure Support Analyst, 09/2014 – 07/2015
 Led efforts as resource partner for global desktop, infrastructure and application support
 Delivered 2nd-level technical support for global IT infrastructure supporting 250K+ employees
 Troubleshot hardware, software and connectivity issues for Windows environment
 Provided support for remote VPN access and supported IT systems, application, monitoring tools and
techniques using expertise in server concepts, programming, and development frameworks
 Executed Windows 7 hardware/software refresh on 1800 desktops
CITIGROUP, Tucson, AZ
Telephone Infrastructure Manager, 04/2004 – 09/2014
 Implemented new corporate contact center and systems, including Avaya S8700 PBX and gateways,
Intuity Audix Voice Mail and Call Management System (CMS).
 Managed configuration, monitoring and management of 2300 seat call center. Manage site conversion
to Voice over IP (VoIP) and assist with 4 additional locations
 Performed move, adds and changes (MAC), VDN/vector programming and call routing.
 Conducted hands on troubleshooting of TDM/ VoIP and routing in a call center environment. Created
supporting documentation and operation processes
 Provide support for LAN/WAN network Infrastructure, remote access and off-shore business partners.
Conduct end user feature training

2. GARY L. BECKER, Page 2
SELF-EMPLOYED, Tucson, AZ
Consultant, Contractor, 08/2000 – 04/2004
 Managed administration of NTWin2k, Exchange and IIS infrastructure networks
 Boosted performance and ensured high levels of customer satisfaction
 Worked collaboratively among cross-functional teams to complete projects effectively
 Coordinated successful installation and administration of NT/Win2K servers and workstations
 Conducted ongoing end user training while monitoring, analyzing and completing backup tasks
 Collaborated with network security analysts to ensure firewall & proxy administration & upgrades
MICROSOFT CORPORATION, Redmond, WA & Tucson, AZ
Senior Operation Analyst, 01/1996 – 08/2000
 Spearheaded global voice/video teleconference system administration, setting up configuration and
scripting of corporate IVR
 Oversaw call routing and tracking of AT&T toll free number network
 Conducted monitoring and analysis of global telecom network support services
 Monitored PBX/ACD system performance of 24x7 telecom NOC & product call centers
 Launched Microsoft Product Support call center site to optimize and enhance performance
 Administered a 500 node NT network in addition to managing computer software/hardware Help Desk
support and Exchange 5.5 email system
EDUCATION & CERTIFICATIONS
 Computer Science Studies, St. Petersburg Junior College, St. Petersburg, FL
 Computer Programming Certificate, McGraw-Hill Education Centers, Washington, D.C.
 Broadcast Engineering Certificate, Cleveland Institute of Electronics, Cleveland, OH
 Certifications: MCSE, CompTIA A+,CIW, FCC general Radio