SUMMARY:

Possess over 15 years of progressive experience of Avaya/Lucent Definity G3si/G3R/s8300/s8500/s8700/s8800 Confidential networking, design, call center programming including skills based routing, voice/data integration and CTI applications. Highly skilled in the design, administration and deployment of Confidential Call Center call flow and technologies, extensive experience converting business requirements into Confidential Vector/VDN programming using best practices strategy and design, customer service, sales, client relations, and operations management, as well as project management, voice mail, traffic engineering, and systems installation. Employs an unwavering work ethic with the proven ability to consistently perform in high - pressure, deadline-driven work environments.

TECHNICAL PROFICIENCIES:

Confidential Telecom: ACM Confidential Administration, ASA, ACD/EAS Programming, VDNs, Vectoring, CMS Administration, ARS Call Routing, Aura Messaging,, Modular Messaging, Intellidesk, Confidential Aura Messaging, Confidential Work Force Optimization Contact Recording and Quality Monitoring, Spectralink 3645 IP Phones, IVR, Amcom MTS Integratrack Call accounting, Predictive Dialer, CTI, and VoIP

Project Highlights: Lead station reviewer and station programmer for converting a Legacy Nortel system to Confidential 9600 series IP Phones for Providence Tarzana Medical Center. Primary Call Center Specialist for 7 Providence Ministries and clinics. Worked on advanced ACM Vector Variables to accommodate 3 to 4 digit dialing and seamless transfers for customers to select a teachers voice mail box without ringing their phone during normal class hours. Troubleshooted 5 ISDN Pri circuit errors for Providence San Pedro Medical Hospital. Lead Telecom Engineer to migrate Modular Messaging to Aura Messaging that included unified messaging via cti. Lead Engineer to implement Intellidesk and Confidential Work Force Optimization.

PROFESSIONAL EXPERIENCE:

Confidential, Mission Hills, CA

Telecom Engineer

Responsibilities:

• Managed and monitored all voice systems, included but not limited to: Confidential, gateways, EPNs, hybrid and key telephone systems (all of which were TDM or VoIP based), call center technologies (IVR, CTI, speech, etc) call routing and networking, call recording, voicemail, fax servers, CMS paging etc for capacity management and system health.

Confidential, Cedar Rapids, Iowa

Confidential Telecom Specialist

Responsibilities:

• Supported Confidential S8800/450/G650 Gateways, etc.), assisted in phone systems being moved, voicemails retiring, voice circuits moved from one cabinet to another, administered Intuity Audix and CMS.
• Involved in Moves adds and changes, cabling cross-connects, installed cabinets, cards and was responsible for decommissioning and installing new systems, assisted in physical upgrades as well as software configuration

Confidential, Springfield, Illinois

Confidential Telephony Engineer

Responsibilities:

• Performed standard Confidential Administration procedures including but not limited to Confidential Modular messaging, VAL manager, Confidential Site manager, VOIP, media gateways, structure design and management of telecommunications systems and telecommunication circuits.
• Responsible for backups and restores, test and develop of disaster recovery procedures and documentation.

Confidential, Poway, CA

Network Analyst

Responsibilities:

• Supported Confidential S8730 Servers Release 5.0 ACM and Juniper IG550, G450, and, G650 gateways.
• Installed and supported 96XX and 46XX IP Phones and other Confidential Digital Phones, Analog devices.
• Implemented and administered Modular messaging, CMS, One-X Portal, and Nuance.

Confidential, Las Vegas, Nevada

Senior Telecom Analyst

Responsibilities:

• Supported an Confidential G3R version 9.5, Conversant IVR’s, Confidential predictive dialer, CMS, Intuity Audix, ECAS call accounting, Confidential Site Administration Software, Confidential BCMS Software, ACD with EAS, programming and installation of all voice terminals, ISDN PRI with NFAS and Spectrum wall boards.

Confidential, Eagan, MN

Call Center Engineer

Responsibilities:

• Responsible for the design and strategic direction for corporate and field voice call center applications.
• Call Center applications included: Confidential G3R, CMS, Witness call recording, Vector programming, IVR, Unified Messaging, Aspect, Automated Attendant, and 8700/8710 Confidential ’s.

Confidential, Horsham, PA

Telecom Network Engineer

Responsibilities:

• Supported Confidential VoIP, Concerto and ACD platforms.
• Resolved network related issues and supported the company in various daily projects.

Confidential, Irvine, CA

Telecom Network Engineer

Responsibilities:

• Provided daily support, maintenance and administration for the company's telecommunications equipment and all related telecommunications systems, in a manner that minimized office and business interruptions. all problems and outages to vendors.

Confidential, Newbury Park, CA

Telecom Analyst

Responsibilities:

• Implemented complex call center solutions on an Confidential 8700 platform system.
• Participated in strategic and tactical planning of complex voice networks with emphasis on call center solutions.
• Performed diagnostics to troubleshoot telecom issues and call center flows.
• Documented call center requirement issues, solutions and reporting.

Confidential, Iowa City, Iowa

Communications Analyst

Responsibilities:

• Oversaw all telephony hardware and software needs, including problem solving for voice and data, ACD call center applications, voice mail, paging, data service links, Confidential administration, and wireless technology.
• Planned and coordinated the growth of the LAN/WAN enterprise for voice and data.