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