OBJECTIVE

• Solutions - oriented IT / Telephony Professional with proven success designing, implementing and integrating cost-effective, high performance technical solutions to meet challenging business needs.

SKILL

• AVAYA ADUIX
• Networking
• HTML/XHTML
• UNIX
• Windows Vista/XP
• MS Office Suite
• AVAYA G3R

PROFESSIONAL EXPERIENCE

Telephony Engineer

Confidential, Atlanta, Georgia

Responsibilities:

• On a day to day basis responsible to manage/track the requests for new Hires, ongoing HelpStar request, programming requests for internal & remote voice mail recognition. Administration of networked Avaya PBXs, 110-punch down block work, CMS, ARS, EAS, VDN/Vector design.
• Interacts with all LECs and Long Distance Providers to ensure correct installation and adequate service for ITM, home office, and remote locations. Experience with Definity One / AVAYA G3r / G3i & higher version & Avaya Communication Manager 1.1 to 5.0. Design and implement Telecom solutions and manage Telecom projects as assigned -this involves overseeing installation of circuits, negotiating wiring and equipment and overseeing entire projects.
• Work with communication vendors for local, long distance, and data lines. Engage with vendors to communicate requirements, develop proposals and evaluate systems. Analyze system and assess capabilities to ensure the needs of the company are met. Vector programming to support ACD menu structure within InTouch contact center and design, announcement placement for all English & Spanish calls, and intelligent routing using DNIS /ANI digits.
• Review vendor billings to check for accuracy and fraud, as well as managing costs. Call-Centers engineering and support. Handle mobile data device setups and troubleshooting (Blackberry and Windows Mobile devices) / familiar with Blackberry and Windows Mobile operating systems and functions, troubleshooting and provisioning of circuits and related hardware and software applications. Participate in on-call support.
• To Maintain knowledge of and complies with the IT Department's standards, policies, and practices concerning quality assurance, data security, and disaster recovery. Avaya CentreVu Administrator support and reports. To Ensure Contact Center Technology is operational during facility expansion or new facility development. Good working knowledge of network architecture for converged voice and data implementations

Telephony Engineer/Contractor

Confidential, Atlanta, Georgia

Responsibilities:

• Responsible for the design, configuration, implementation and testing of vectors, VDNs, announcements, etc for a specific project & multiple locations. Prepares specifications for implementation of new internal programs or modifications to vendor software.
• Monitors the operation of data telecommunication systems and services of vendors. Assist end users in telecommunication applications which include: voicemail, call center, routing software and reports, call detail reporting, IPSoftphone, IP Agent, IP Softphone, EC500, and other various mobility and contact center applications.
• Participate and represent the business and telecom related projects. Analyst for multiple Contact Center’s within the U.S. Manage call-routing within the Contact Centers. Manage multiple CMS (Call Management System) Reports & Call-Center Administration. Experience with Avaya and Cisco IP enabled telephony solutions.

Senior Telecom Technician

Confidential, Norcross, Georgia

Responsibilities:

• On a day to day basis responsible to manage/track the requests for new Hires, ongoing MAC request, secondary programming requests for remote voice mail recognition. Monitor systems capacities and traffic volumes of Telecom systems. Provide first-level identification of issues related to Contact Center, IVR, CTI, ACD, Workforce Management, and other services with (Conversant & Genesys).
• Project lead on most Telecom projects in regards to Customer Care, AVAYA Technology, CTI, and IVR support. Provide front line telecommunication support for three contact centers. Provides assistance and guidance to the staff in the installation, testing and optimizing of new and existing network and telephony software releases. PBX and VoIP design, implementation, and support.
• Used Route which provided real-time, direct control over all of CheckFree multiple contact centers, schedule call routing changes when needed especially CheckFree DR plan, and supported all of CheckFree toll-free Advanced features. Moves, adds, and changes for telecommunication equipment. Circuit provisioning. Access voice systems and resolves station level problems-e.g.: voice mail passwords, diagnose handset and wiring problems.
• Contact Center design, VDN, Vectoring, toll-free routing, and etc. Work with vendors on external voice and data lines, to meet performance requirements on LAN and WAN connections, as well as phone services.
• Manage the firm's video conferencing technology (Polycom) including supporting meeting setups, troubleshooting technical issues and engaging vendors for support, upgrades or . Work closely with other members of the IT staff supporting end users, managing the technology environment, solving complex problems, communicating and documenting systems changes.

Telecom Analyst

Confidential, Roswell, Georgia

Responsibilities:

• On a day to day basis this person will be responsible to manage/track the requests for new Hires, ongoing MAC request, programming requests for internal, remote voice mail recognition. Provide front line telecommunication support to all
• Provide IVR administration support (INTUITY Conversant Version 8). Administer NICE Recording System for CCC (Customer Care Center) NiceUniverse, ScreenSense, NICE Analyzer, and etc. Take the lead role on system upgrades and implementations
• Using sound project management skills to achieve objectives. Administration of networked Avaya PBXs, 110-punch down block work, CMS, ARS, EAS, VDN/Vector design

Telecom Analyst/IVR Analyst

Confidential, Chicago, Illinois

Responsibilities:

• Responsible for developing and implementing new products and/or approaches in conjunction with implementing new/existing technologies. Administration of networked Avaya PBXs, 110-punch down block work, CMS, ARS, EAS, VDN/Vector design.
• Perform software administration and support of the phone and voicemail systems, including planning for upgrades, resolving complex issues, routine maintenance, monitoring hardware and system performance, and managing client software.
• Take the lead role on system upgrades and implementations, using sound project management skills to achieve objectives. Implement business improvement projects and initiatives focused on IVR and Speech recognition call handling, call control (routing, queuing) and telephone access strategy (contact number management) also VDN implementation and announcements administration.
• Contribute to the design and end to end optimization of the IVR process. Support and maintain telecom systems including IVR and Speech Recognition systems, CTI, and Call Monitoring applications.
• Conduct traffic study analysis to determine best configuration of systems. Contribute to planning and design of projects, including cost analysis and vendor comparisons. Assist in the development of new internal programs or modifications of current systems.