We provide IT Staff Augmentation Services!

Implementation Engineer Resume

Jacksonville, FloridA

SUMMARY:

Highly experienced Avaya Voice Systems Engineer with a well - rounded background in Design, Implementation, Administration and Maintenance of Legacy PBX, Communication Manager, Contact Centers, CMS and VoiceMail systems.

AREAS OF EXPERTISE:

Legacy PBX Systems Communication Manager Contact Centers CMS Voice Mail Systems ProVision System Administration System Upgrades Problem Solving Vendor Management Change Management Disaster Recovery Planning / Execution Traffic Analysis Toll Free Network Routing Reporting Teamwork

TECHNICAL SKILLS:

  • ProVision
  • Avaya Site Administration (ASA)
  • Avaya Communication Manager
  • Avaya Media Gateways
  • Avaya Call Management System (CMS)
  • Centre Vu Supervisor and Terminal
  • Contact Centers
  • One-X Agent
  • One-X Attendant
  • Avaya IP Softphone
  • Avaya Aura Messaging
  • Modular Messaging
  • Octel Voicemail
  • Intuity Audix
  • Avaya PBX (G3r, G3si, G3csi, ProLogix)
  • Visual Vectors
  • Level 3 Toll Free Web Tool
  • Traffic Engineering and Report Analysis
  • Inter-Switch PBX Routing Using DCS+
  • Trunking (ISDN / H.323 / QSIG / SIP) • AAR / ARS
  • Putty
  • Visio
  • Microsoft Office Suite

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, Florida

Implementation Engineer

Responsibilities:

  • Provided support to ADP as a dedicated resource in the migration to VOIP across 10 ACM’s.
  • Design and Implementation of Contact Centers - Agent Login IDs, Skills/EAS, VDNs, Vectors, Variables, VRT, Holiday Tables, RONA, Announcements, CMS, Centre Vu Supervisor and One-X Agent.
  • Implementation of Session Manager Dial Patterns and Adaptations.

Confidential, Jacksonville, Florida

Avaya Software Specialist

Responsibilities:

  • Migration of 200+ North America locations.
  • Legacy system data retrieval, discovery reviews and validation with site contacts and site template creations.
  • Implementation of Stations, UDP, COR, Dial Plan, AAR/ARS, Route Patterns, EC500 and Private/Public Unknown Tables.
  • Design and Implementation of Contact Centers - Agent Login IDs, Skills/EAS, VDNs, Vectors, Holiday Tables, RONA and Announcements.

Confidential, Jacksonville, Florida

Software Specialist

Responsibilities:

.

  • Design and implementation to Citigroup as a dedicated resource for all of their North America Confidential locations migrating from Legacy PBX to a Core environment consisting of 9 Communication Managers.
  • Design and Implementation of Contact Centers - Agent Login IDs, Skills/EAS, VDNs, Vectors, VRT, Holiday Tables, RONA, Announcements, CMS, Centre Vu Supervisor/Terminal and One-X Agent.
  • Implementation of Stations, UDP, COR, COS, Tenant Partitions, Dial Plan, AAR/ARS, Trunk Groups, Signaling Groups, Route Patterns, EC500, Private/Public Unknown Tables.
  • Decommission support of Avaya Legacy Infrastructure (PBX, CMS, and Audix) for Bank of America locations migrating to Cisco VOIP.
  • Translation removal of Contact Center, Stations and Trunking.
  • Implementation of Tie Trunks, Signaling Group, Route Patterns, AAR and UDP.
  • Implementation support of Avaya Communication Managers, ESS, LSP and Contact Center Infrastructure to Vangent for deployment of Obamacare.
  • Provided Implementation and Integration support of Avaya Communication Manager Infrastructure for Department of Homeland Security.

Confidential, Jacksonville, Florida

Voice Systems Engineer

Responsibilities:

  • Design and Implementation of Contact Centers - Dial Plan, Agent Login IDs, Skills/EAS, VDNs, Vectors, RONA, Announcements, IP Agent, CMS and Centre Vu Supervisor/Terminal.
  • Migration of the Avaya voice network from a third party MPLS provider over to the corporate MPLS network.
  • Re-IPed the voice infrastructure to meet corporate standards.
  • Designed and implemented hardware configuration to provide a fully redundant environment.
  • Documented and managed full recovery procedures for the Avaya voice infrastructure. Set DR standards for voice infrastructure failover testing between sites.

Confidential, Jacksonville, Florida

Voice Systems Engineer

Responsibilities:

  • Design and Implementation of Contact Centers - Agent Login IDs, Skills/EAS, VDNs, Vectors, VRT, Holiday Tables, Whisper, RONA, Announcements, CMS and Centre Vu Supervisor/Terminal.
  • Key team member in converting voice systems from Avaya Legacy PBXs to Cisco VOIP.
  • Identify and map all inbound local and toll-free dialed-number identification service (DNIS) calls to termination.
  • Identify, validate and document all Contact Centers call flows using Visio. Included all Agent Login IDs, Skills, VDNs, Vectors, VRT, Private/Public Unknown Tables, Announcements, Adjunct Routes, Voicemail boxes and outsourced vendor DNIS terminations.
  • Validate and document CMS Custom Reports and Centre Vu Reports used by the Contact Centers.
  • Assigned, configured and implemented new DNIS destinations for all toll free numbers for transition to Cisco VOIP environment.
  • Redirected inbound toll-free traffic of 70,000 to 100,000 calls per day into 6 new DS3’s supporting the Cisco VOIP environment.
  • Design and re-design of all Contact Centers call flows for implementation into the Cisco ICM environment.
  • Ensure each PBX was clear of all voice traffic before decommission

Hire Now