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Senior Escalation Engineer Resume

Lombard, IL


  • Voice/Data Network Convergence, Unified Communications Implementation, Contact Center
  • Maintenance, IT Infrastructure/Design, Needs Assessment, Deployment/Migrations, Technical Support
  • Senior telecom professional with a 20 - year history of executing large-scale telecommunications projects and providing day 2 support.
  • Experience in enterprise communications systems, VOIP telephony, and full life-cycle management from installation through testing and support.
  • Energized by challenging environments, with a history of exceeding customer expectations on tight schedules.
  • Diligent and resourceful in uncovering solutions to meet all business requirements.
  • Recent experience with System Platform and VMWare implementations of the latest releases of Avaya core infrastructure software.


  • Avaya XCaaS (both CCaaS and UCaaS provider version)
  • Avaya CM and survivable remotes.
  • Avaya System/Session Manager and Session Border Controllers.
  • Avaya Media Server (AMS)
  • Avaya Aura Conferencing
  • Avaya Experience Portal
  • Verint/Avaya Witness (WFO)
  • Avaya CMS
  • VMWare ESXi
  • Linux (Red Hat and Debian types)
  • Certifications
  • Comptia
  • A+
  • Net+
  • Linux+
  • Avaya
  • ACA IP Telephony Implement (retired)
  • ACA Implement: Lan Workgroup (retired)
  • IP Telephony Advanced Implementation (retired)
  • Communication Networks Associate (retired)
  • SIP Enablement Services Implementation (retired)
  • Others
  • Extreme Networks Associate - Configuration and Troubleshooting
  • Microsoft MCP Server 2003
  • Asterisk Administrators
  • Asterisk Integrators


Senior Escalation Engineer

Confidential, Lombard, IL


  • Primary engineer providing day 2 support for all Cloud clients
  • Assisted with onboarding new clients
  • Reduced TSG reliance on Avaya support by acting as escalation point for other team members
  • Experience with latest releases of Avaya software, including CM 6.3 through 7.0, Media Server 7.0 and CMS 18.

Telecom Engineer

Confidential, Pearland, TX


  • Created a unique backup solution for over 70 servers and applications with different backup needs
  • Implemented a system-wide reboot schedule with minimal user impact.
  • Maintained a stable environment during my tenure and completed the contract with no major outages.

Telecom Admin

Confidential, Mechanicsville, VA


  • Assisted with implementing new sites during an expansion phase of a company that provides health plans in over twenty-five states and assisted with the maintenance workload.
  • Worked in a large, geographically diverse IT/Telecom department and reported directly to the Director of ITS.
  • Worked with the Network Engineering team, Telecom team members, and Infrastructure Services to implement call centers in several states.
  • Provided maintenance services in the corporate and support locations in VA Beach with a high level of satisfaction by the customer.

Senior Tech

Confidential, Brunswick, GA


  • Converged voice and data networks in technically complex, security-sensitive environments.
  • Migrated legacy PBX to new VOIP media server that maintained support for the legacy system while working as the dedicated tech for the Federal Law Enforcement Training Center.
  • Adopted by 4 satellite locations following successful implementation.
  • Maintained documentation to ISO 9001 standards for this customer.
  • Modernized the telecommunications system for Plant Hatch nuclear power plant, installed hybrid media server with minimal disruption to the client.
  • Coordinated installation and cutover thousands of ports in under 30 minutes.

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