WORK EXPERIENCE:

Senior Voice Engineer

Confidential

Responsibilities:

• Engineer, providing support for all Avaya Voice Systems which include G450 Gateways,
• Avaya CM 6.3, Avaya ACD vectoring, Avaya AES, Avaya System/Session Manager. Also
• Providing support for Company Radio System, Quintron system and paging system. Lead
• Engineer for project to add 6 new trunk groups.

Senior Voice Analyst

Confidential

Responsibilities:

• Worked on project to redesign ACD call flows for Confidential, project includes documenting all current ACD configurations and reviewing call flows with business unit managers.
• Additional duties include researching call center technologies and making recommendations on best practices.
• In previous project with Confidential, duties included working on UC roll out, installing VOIP phones, reviewing route patterns, both using ARS and AAR route tables.
• Served as lead contact person for all ACD projects, lead project to implement new Avaya ACD call flow to replace existing outdated IVR.

Confidential

Telecom Analyst

Responsibilities:

• Level III support person for all Avaya CM administration issues, to include routing changes, VOIP implementation, Network Region administration and ACD call flow design.
• Lead support for all Verint recording system administration, to include building profiles, assigning user roles and access, supporting QA and Workforce management Features.
• Provide administration support for Avaya System Manager, Session Manager and AES server.
• Provide administration support for Avaya CMS and Avaya Modular Messaging.

Confidential

Telecommunications Engineer

Responsibilities:

• Reason for Leaving - position was not at the level I was seeking, I accepted employment with Confidential after my contract expired at Confidential .
• Worked with Telecommunications team in support of Avaya PBX, ACD call center vectoringGenesys call routing and Verint Call Recording system.

Confidential

Call Center Engineer

Responsibilities:

• Responsible for providing call center support to various contact centers
• ACD implementation and changes
• CMS training and support
• Provide support for all aspects of the Avaya platform (Stations, Trunk Groups, Routing, ACD, CLANS, MedPros, AES, CMS)
• Worked as part of a support team for VOIP phone installs, gateway installs.
• Provide backup support for Avaya IC manager.

Confidential

Senior Contact Center Analyst

Responsibilities:

• Interface between our business partners and IT groups.
• Translate business requirements to written orders, perform vector changes, implement telephony projects, troubleshoot routing issues and support business partners with CMS support/training.
• Worked with Data Team to roll out Confidential perform recording system, was lead person for testing
• Managed Group Remedy Queue to insure that service levels were met.

Confidential

Senior Network Administrator

Responsibilities:

• Responsible for on-site support of 300 agent contact center using Avaya 4622 VOIP phones.
• Support Avaya S8720, Avaya Modular Messaging, CMS system, and Confidential recording system.
• Daily task include monitoring trunk group usage, administering feature changes, troubleshooting voice and data network issues, supporting remote media gateways G700/G650s.
• Designed and supported complex vector and genesys routing scripts in a multi-site contact center
• Performed firmware upgrades for all DS1 and CLAN boards, installed Avaya 4622 VOIP phones for contact center agents, provided training for agents on Avaya ACD features.
• Onsite support for Data WAN, IVR servers, Foundry LAN Equipment, UPS equipment, Audio/Video Equipment, served as backup person for Desktop Support.

Confidential, Fort Worth, Texas

Senior Network Engineer

Responsibilities:

• Responsible for on-site support of call center/data center,
• Daily procedures included monitoring all trunk groups, system health, alarms and errors, writing ACD vectors
• Administered all trunk group and route pattern changes
• System administrator for Intuity Audix system - supported users with CMS centrevu issues, update and maintain call accounting system (Ecas).
• Implemented IP Agent solution for remote sites, installed G700 gateway for remote contact center.
• Experienced with installing Avaya VOIP phones, familiar with register, reset and clear commands.
• Lead person for Avaya IP Agent roll out.

Confidential

Senior Telecommunications Technician

Responsibilities:

• Responsible for coordinating all system maintenance, including installations, repairs, trunk group provisioning, ACD vectoring, AAR and ARS route pattern changes, help desk support, Intuity voice mail support and CMS centrevu support.
• Worked with department managers to determine current call center configurations and made recommendations on improving call flow and service levels.
• Managed MAC crew of 15 technicians, responsible for managing all MAC work for Confidential headquarters.
• Managed team of 20 technicians, Lead person for all escalated operational issues

Confidential

Telecommunications Analyst/IT Officer

Responsibilities:

• Responsibilities included coordinating and implementing a new Avaya G3r system, to include migration of all system’s data from an Intertel Switch to the Avaya G3r system.
• Planning the configuration of all trunk groups, agent login Ids, VDNs, vectors and station features.
• Installing and maintaining T-1 service (DCS) between remote locations.
• Resolved all issues on Confidential server, CTI fastcall server and Sytellect VRU server.

Confidential

Voice/LAN Technician

Responsibilities:

• Responsible for all Voice issues, supported Compaq’s Customer Service Call Center, to include programming agent login Ids, programming agent skills, UDP changes from node to node, World Class Routing and Vector changes