SUMMARY:

To provide professional and quality service as a Telecommunications professional with an established history of team building, customer orientation, extensive knowledge, varied skills, and project management style. I am seeking to increase my knowledge and broaden my experiences.

TECHNICAL SKILLS:

Technical Proficiencies: Avaya ACSS - Avaya Aura Messaging, Avaya ACSS and ACIS R6.x Communication Manager and Communication Manager Messaging, System Platform, Session Manager, Avaya Call Recorder, Avaya Aura Contact Center 6.5, Virtual Observer, APDS-Avaya Networking, DL360 Servers, S8800, S8700, S8500, S8300, S8100/IP600, G700, G650, G450 and G430 Media Gateways, Definity G3R, G3SI, G3CSI/ProLogic, Definity 1, Partner ACS.

Protocols & Technologies: System Platform 6.x, 5.2.1, System Manager 7.0, Session Manager 7.0, TCI/IP, SIP, ICMP, ARP, Telnet, Trace net, Frame Relay, ISDN PRI, T1.5, X.25, Hubs, Ethernet, DS1.

OS & Enterprise Apps: Communication Mgr 7.0, 6.3, 6.0, 5.2, 3.1, Avaya Aura, One-X, Definite R12.0, Merlin SPM R7.0, Partner ACS R6.0, Intuity Audix R5.0, Windows Office XP, Windows ME, Microsoft Outlook, Linux, DOS, ProComm Plus, Hyperterminal, Vantive software

EXPERIENCE:

Confidential

Senior Systems Engineer

Responsibilities:

• Onsite SME on Avaya Product line and associated adjuncts at the enterprise level.
• Troubleshot, patched and upgraded Linux-based applications.
• Install and monitor telecommunications equipment and systems including Avaya VoIP, Networks and SIP.
• Responsible for overseeing telecom projects, vendor management, system upgrades, system programming, provisioning, MAC’s, ensuring best practices are followed and end user .
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Resolved telecommunication issues and network hardware and software issues.

Confidential

Voice Technician

Responsibilities:

• Avaya telecommunications support for Raymond James Financial.
• Responsible for daily Moves, Adds and Changes of system related components and end points, system routing to include ARS and AAR tables, voice mail administration, System Manager, Session Manager and media gateways.
• Troubleshot, patched and upgraded Linux-based applications.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, and AES.
• Install and monitor telecommunications equipment and systems including Avaya VoIP, Networks and SIP.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.
• Resolved telecommunication issues and network hardware and software issues.

Confidential

Systems Engineer

Responsibilities:

• Responsible for the oversight of all Avaya products and adjuncts across the Confidential enterprise, encompassing day to day operations and maintenance, upgrades, repair, replacement and programming.
• This includes approximately twenty thousand users which include call center agents and remote locations.
• Troubleshot, patched and upgraded Linux-based applications.
• Install and monitor telecommunications equipment including Avaya VoIP, Networks and SIP.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.
• Resolved telecommunication issues and network hardware and software issues.

Confidential

Resident System Support Specialist

Responsibilities:

• Responsible for providing technical assistance to government technicians in maintaining, provisioning, upgrading, and integrating the interoperability of the Avaya CM6 VOIP network.
• Main focus on consulting and the government technicians in a manner that develops their overall proficiency with the CM6 VOIP system and its components.
• Troubleshot, patched and upgraded Linux-based applications.
• Resolved telecommunication issues and network hardware and software issues.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Install and monitor telecommunications equipment including Avaya VoIP, Networks and SIP.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.

Confidential

Implementation Engineer

Responsibilities:

• Troubleshot, patched and upgraded Linux-based applications.
• Install and monitor telecommunications equipment including Avaya Enterprise VoIP, Networks and SIP.
• Managed over 1,500 user devices.
• Resolved telecommunication issues and network hardware and software issues.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Occasionally assisting with Dial Plan conversion and providing support to the TAC to help resolve trouble tickets opened by customers.
• Day to day activities may include configuring servers in preparation for system upgrades from CM 5.2.1 to CM 6.0 through 6.3 as well as upgrading to System platform 6.3.
• May also include pre-configuring servers as AES, System Manager or Session Manager Servers under the direction of the assigned Software Specialist assigned to a particular customer or project.
• Accessed Avaya’s PLDS system to acquire authentication files and license files if needed.
• Assigned IP-addresses to servers and media gateways per the project plans provided by the customer.
• On-site rack and stack of customer purchased equipment and connectivity to the customer network, followed by turn-up and testing of circuits.

Confidential

Telecommunication Technician

Responsibilities:

• Responsible for on- site support of the Avaya Aura Communication Manager system along with CMS and Avaya OneX Agent software for the Walter Reed Military Medical Center (IRMAC) call center.
• Performed daily moves, adds and changes (MAC) as well as of call center agents and managers.
• Performed system updates as well as part replacements to improve voice quality. Made changes in call flow by building or reconfiguring VDN’s or Vectors to suit the customer’s needs.
• Assigned agent skill sets as directed by the customer’s management team to improve the efficiency of the call center. Assisted with building custom report from the CMS system.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Troubleshot, patched and upgraded Linux-based applications.
• Install and monitor telecommunications equipment including Avaya VoIP, Networks and SIP.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.

Confidential

Implementation Technician

Responsibilities:

• Responsible for the implementation, trouble shooting, installation, repair and maintenance of Avaya products for new and existing customers.
• Day to day activities primarily comprised of break-fix issues and repair or replacement of faulty equipment.
• Occasionally performing new installations of Avaya specific equipment as requested by the customer to provide them with a better solution than previously used.
• Also included firmware updates or updating patches to resolve performance or voice quality issues.
• Troubleshot, patched and upgraded Linux-based applications.
• Install and monitor telecommunications equipment including Avaya VoIP, Networks and SIP.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.

Confidential

Global Services Engineer

Responsibilities:

• Responsible for providing system upgrades, maintenance, trouble shooting, repair, installation and programming services and support on the Avaya product line for Optivor’s (Avaya business partner) customers within the continental United States.
• The primary focus was on installing the Avaya IP Office system 3.0 through 6.0 and repair or replacement for the Avaya Partner ACS systems as well as Intuity Audix voice mail systems.
• Troubleshot, patched and upgraded Linux-based applications.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.

Confidential

Convergence Engineer

Responsibilities:

• Responsible for working with customers on all levels of Avaya products
• Worked to converge third party vendor products into one converged solution
• Technical support for all Avaya products

Confidential

Telecom Technician/Supervisor

Responsibilities:

• Managed over 15 sites in support of Confidential
• Managed Avaya telecommunication equipment including Avaya Aura, Communications Manager, Avaya Aura Messaging, Session Manager, and AES.
• Troubleshot, patched and upgraded Linux-based applications.
• Installed system/switching equipment, adjunct processors, peripherals, application software, and other vendor products into a fully integrated system
• Determined the applicable maintenance procedures required to isolate fault to a specific system or sub-system component
• Resolved maintenance problems through the interpretation of diagnostic results and system tests or through the use of remote maintenance and/or engineering support
• Coordinated service/testing activities with other groups to ensure systems, facilities, data, and network failures are expeditiously resolved

Confidential

Customer Systems Engineer

Responsibilities:

• Installed Avaya Products and Networked Adjuncts
• Installed system/switching equipment, adjunct processors, peripherals, application software, and other vendor products into a fully integrated system
• Installed terminal transmission products such as network modems, channel service units, and DS-1 interface applications
• Maintained intra/inter-system wiring, hardware components, and systems/network/adjunct software
• Determine the applicable maintenance procedures required to isolate fault to a specific system or sub-system component
• Troubleshot, patched and upgraded Linux-based applications.
• Resolved telecommunication issues and network hardware and software issues.
• Troubleshot, configured and managed LAN/WAN, routing and connections using TCP/IP in TDM/VoIP environment.
• Install and monitor telecommunications equipment and systems including Avaya VoIP, Networks and SIP.
• Resolved maintenance problems through the interpretation of diagnostic results and system tests or through the use of remote maintenance and/or engineering support