Voice Systems / Contact Center Analyst Resume Wilmington, DE - Hire IT People

SUMMARY:

Committed Avaya and Cisco Telecom Specialist who maintains cutting edge technical skills and up - to-date industry knowledge. Recognized versatile, proactive professional with exceptional record of delivering cost-effective solutions to meet challenging business demands. Expertise in voice network infrastructure design and installations. Outstanding project management skills with solid background in VoIP migration.

EXPERTISE AREA:

Avaya & Cisco UCCM Systems
On Call Technical Support
Project Management
ITIL Certified
Disaster Recovery
Client Training and Development
HP Service Desk Incident Management SME
Contact Center Relationship Enhancement

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

Voice Systems / Contact Center Analyst

Responsibilities:

Programmed, developed, and maintained new ACD components such as VDNs, hunt groups, and agent IDs into Avaya CM and CMS Supervisor systems.
Maintained user profiles on platforms in multinational locations:
Avaya CM, CMS, Avaya One-X, AAM, AEP.
Cisco ICM Call Router, Aspect UIP, Verint Call Recording.
Ensured toll free numbers were maintained and administered routing on Verizon and AT&T portals.
Performed build for carrier circuit installation and managed daily maintenance and administration.
Oversaw operation of Alarms / Alerts, AEP, and Solarwinds.
Responded to day-to-day client and internal service requests and documented all services performed.
Managed daily performance and ensured accurate reporting on Call Accounting systems.

Confidential

Voice Systems Engineer

Responsibilities:

Provided 1st tier support to users globally utilizing Cisco Manager 7.1/11.0 and Cisco Unity 7.1/8.5.
Conducted client training on operating newly installed voice systems.
Ensured client acceptance for operational run status of newly installed VoIP Cisco UCCM sites.
Provisioned and supported infrastructure of Cisco Voice Adds, Moves, Changes to Voice gateways, Cisco Switch, T1s, Call Routing, and Extension mobility.

Confidential

Senior Systems Voice Engineer

Responsibilities:

Overhauled and replaced existing Siemens phone systems to deploy VoIP Cisco Unified Communication technologies. Reduced maintenance and hardware costs by $2M over 2 years.
Trained user staff in using UC features and documented training guide for Cisco phone and Unity access.
Managed day-to-day client and internal service requests and documented all services performed with HP Service Desk.
Managed vendors to perform timely and correct cable and wire installation and design.

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Voice Systems / Contact Center Analyst Resume

Wilmington, DE

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