VOIP / IT Engineer Resume

SUMMARY

VOIP/IT Engineer with 20+ years of experience with Installing, Maintenance and Administration of Avaya adjunct systems. Kept client relationships in good standing among a competitive marketplace. Reputation for bringing a calm presence to stressful situations, contributing to positive outcomes.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

VOIP / IT Engineer

Responsibilities:

Successfully installed over 350+ Avaya PBX adjunct systems on both physical and virtual servers for 100+ top - tier customers.
Configure user accounts, reports, backup process, and network changes on various systems.
Responsible for successfully troubleshooting and resolving both hardware and software related issues pertaining to Avaya systems within the customer’s given SLA.
Performed routing system administration and maintenance on local and remote locations with zero downtime to clients’ systems.
Provided application support and testing for system patching, hardware and software upgrades, system updates and break/fix remediation.
Updated internal processes and procedures that would aid in reducing MTTR.
Diligently collaborated with internal teams: Sales, Sales Engineering, Project Management, PBX Engineering and Maintenance to provide accurate and timely response to the client issues.
Recognized and trusted by management to self-manage with only one other team member to meet installation and maintenance schedules for 75 Large Business customers.
Maintained 23-year relationships with top-tier diverse clients in competitive marketplace based on shared 24/7 coverage with another colleague, diligently meeting maintenance contract objectives, and clear communication to ensure satisfaction.
Consistently received annual raises of 2-3% and quarterly bonuses based on work performance.