CAREER OVERVIEW:

I have been working in the Voice Communications/Engineering Team for Confidential. In that time, I have been responsible for programming in the Call Managers for multiple call centers throughout Prudential, design and maintenance of Avaya Session Manager, System Manager, Aura Messaging and CMS (call management system). Also work on packaging software for the enterprise such as Avaya Onex Communicator and Avaya Equinox for MAC systems. As you can see below, I feel I am well qualified for a position in your Telecommunications group. I would love to join your team and feel I would be an asset to your workplace.

SUMMARY:

• My normal day at Confidential consists of managing and implementation of many projects.
• Restructured the Avaya vector routing for Confidential Retirement Services to help calls flow better to the Retirement Call Center.
• Developed client lines for 200 associates so that a specific client can call in and reach a specific dedicated Client Service Representative.
• Develop vector routing every year for tax season.
• Instituted SIP routing throughout the Confidential enterprise to help save cost and cut down on the number of ISDN circuits being used.
• Converted all digital phone sets in Confidential Retirement Services facilities in Scranton PA and Dubuque IA to IP phone sets. I managed the project and converted 2000 phone sets.
• Transitioned our recording system in Retirement Services.
• Packaged software for Avaya Onex Communicator to be rolled out to all of Prudential. This is a program that enables a user to get his or her phone calls at a remote location. This included the rollout schedule, building the autoconfigure menu for each site and dealing with any issues.
• Packaged Avaya IX Workplace software package for associates with MAC systems. This is a program that enables MAC users to get his or her phone calls at a remote location.
• Currently working on restructuring the Avaya Vector IVR Programming for Confidential Group Insurance.
• Recently upgraded our Avaya Call Manager Lab environment to version 7.0. This included the Call Manager, Session Manager and Breese.
• Recently completed an Avaya POD expansion project. Had to add 4 new servers in both the Primary site in Ft Washington PA and the backup site in Minneapolis Minnesota. This is to get ready for the migration of 12 Confidential campus sites to the Avaya POD. All Avaya Call Managers including the 12 campus sites and 25 branch office sites will then be consolidated to 2 Avaya PODs.
• Maintain our Avaya Aura Messaging voicemail system.
• Maintain our Avaya Call Management System for the Confidential call centers.
• Help in troubleshooting and maintaining the Avaya Workforce Management.
• Recently completed a skill consolidation in our 12 campus sites. This greatly cut down on our Call Manager resources being used.
• Constantly changing call routing for the Business Units as needed. This includes modifying the ARS table and changing the trunks in route patterns being used.
• Upgraded 12 Avaya campus sites to Call Manager 6.3 servers.
• Upgraded Avaya Call Manager Lab environment to 7.0.
• Upgraded Avaya Session Manager Lab environment to 7.0.
• Upgraded Avaya Messaging to Avaya Aura Messaging server .
• Currently moving 12 Confidential campus sites to Avaya POD servers located in Pennsylvania and Minnesota.
• Involved with several Verint recording upgrades.
• Assisted in Avaya Session Manager upgrades end of 2019.

TECHNICAL SKILLS:

Proficient in Microsoft Office

Expert with Avaya Call Manager

Expert with Avaya CMS

Expert with ISDN and SIP trunking

Expert with Verint Recording Systems

Expert with both Avaya digital and IP Phones

Expert with Avaya IP Agent and Communicator implementation

Expert with Avaya Onex implementation

Expert with Avaya Vectoring

Expert with Avaya ARS Routing

Works very well with outside Vendors

Great working relationship with the Business Unit

Proficient in Avaya System Manager

Expert with Avaya Aura Messaging

WORK EXPERIENCE:

Confidential

Confidential, White Plains, NY

Responsibilities:

• Recently upgraded our Avaya Call Manager Lab environment to version 7.0. This included the Call Manager, Session Manager and Breese.
• Recently completed an Avaya POD expansion project. Had to add 4 new servers in both the Primary site in Ft Washington PA and the backup site in Minneapolis Minnesota. This is to get ready for the migration of 12 Confidential campus sites to the Avaya POD. All Avaya Call Managers including the 12 campus sites and 25 branch office sites will then be consolidated to 2 Avaya PODs.
• Maintain our Avaya Aura Messaging voicemail system.
• Maintain our Avaya Call Management System for the Confidential call centers.
• Help in troubleshooting and maintaining the Avaya Workforce Management.
• Recently completed a skill consolidation in our 12 campus sites. This greatly cut down on our Call Manager resources being used.
• Constantly changing call routing for the Business Units as needed. This includes modifying the ARS table and changing the trunks in route patterns being used.
• Upgraded 12 Avaya campus sites to Call Manager 6.3 servers.
• Upgraded Avaya Call Manager Lab environment to 7.0.
• Upgraded Avaya Session Manager Lab environment to 7.0.
• Upgraded Avaya Messaging to Avaya Aura Messaging server .