Application Support Analyst Resume

SUMMARY

7+ years of Telecommunication experience focusing on Avaya Aura Communication Manager, Avaya Aura Session/System Manager, Avaya Definity not excluding Aspect Unified IP, Vertical PBX and EvolveIP cloud based hosted PBX.
Supports Contact Center applications Experience Portal, CMS, ICR, IQ and other CTI integrated solutions associated wif Avaya Aura Application Enablement Services
Provides exceptional technical and/or analytical support to clients in identifying, analyzing, and resolving problems of moderate to highly complex business communication systems
Provides ownership of incidents and ensures resolutions to escalations to agreed SLA targets
Provide remote technical and administration assistance to field engineers and partners.
Work wif other departments to provide information relating to teh customer issues.
Gather requirements for firmware updates, software upgrades and software customizations
Perform gap analysis between older and newer software systems(OneX, EvolveIP Unity, etc.)
Draft technical requirements/document business processes
Maintain a professional and confident approach in a high pressure environment
Perform system upgrades and application patches as required.
Ensure equipment is shipped to engineers, and returned, when and where required.
Assist wif pre - staging installations wifin office environment.
Meticulous troubleshooter of PC hardware/software components, as an A+, Network+ certified ACM Electronics Technician II
8 years electronics/instructor experience in teh US Navy and Navy Achievement medal winner
Actively ACIS(Session Manger and System Manger) certified

PROFESSIONAL EXPERIENCE

Confidential

Application Support Analyst

Responsibilities:

Responsible for teh day-to-day maintenance of teh NICE, Aspect UIP/ALM, eWFM, Noble OnQ/CallTech application systems in operation, including tasks related to maintenance, troubleshooting, resolution and escalations.
Responsible for coaching/mentoring new team members and/or acting as SMEsip.
Application support for propriety telephony ECCS applications such as Webstats, ChaseAnswers
Interface directly wif teh developers, clients and vendors to troubleshoot issues.

Confidential .

Network Convergence Advisor

Responsibilities:

Migrated Apria Healthcare/Coram Healthcare 400+ branches and 5 large call centers wif approximately 5000+ agents to EvolveIP hosted PBX and CVS Health Avaya platforms as a Dell Network Convergence Advisor
Administrator for Avaya S8730 Media Servers and G650 Media Gateways including establishing route patterns, ARS/AAR, announcements, class of restrictions, class of service, coverage paths, hunt groups and VDN/vector
Administrator for Avaya S8300 Media Servers and G450 Media Gateways including establishing ip-phone registration, local trunk monitoring, network-regions/codec correlations and network/survivability confirmation
Administrator for Avaya Modular Messaging, Avaya Call Management System(CMS), Vertical PBX, EvolveIP hosted PBX, Aspect UIP voicemail systems
Administrator for Aspect Unified IP and cloud based EvolveIP automatic call distribution systems, including moves/adds/changes for extensions, time-of-day/skill-based routing and call-recording
Developed procedures and trained personnel to utilize VEC Toll-Free-Network-Manager to dynamically allocate call distribution to off-shore vendors, add/delete routing plans and implement alternate routing plans for disaster recovery

Confidential .

Software System Engineer

Responsibilities:

Software System Engineer, Avaya IQ administrator, Avaya IP Agent/OneX Agent manager and Change-Control manager for teh top technology innovator, Confidential .
Implement/support telephony infrastructure including: Aura CM, SIP, Session Manager/System Manager/System Platform, VoIP, and Call Center apps
Deployed, maintain and troubleshoot Avaya Aura media servers and gateways running AACM R6.2 which including license, patches, firmware updates
CMS and IQ administrator in a dispersed voice network dat includes +20 call centers and 5 data centers
Configured and deployed Avaya IP-phones, IP-Agent, OneX, including firmware updates
Execute Moves/Adds/Change support wif minimal supervision
National and global liaison for countless end-users(including NOCs, NCCs, Service Managers) and vendors(Sprint, ATT, Verizon IXCs, LECs), to ensure remote resolution of networked pbx(s)
Installed/configured Avaya G430/G450 Branch Gateways to communicate wif teh S8730 servers
Optimized fail safe routing of Toll Free Services to remote branches wif AT&T Route-It
Administered reports using eCas reporting system and Avaya Call Management System(CMS)
Provided maintenance and implementation support for converged communications software and hardware to customers, field technicians, and peers
Managed installation and configuration of communications equipment in product testing lab
Implemented lab testing procedures to isolate troubles in production systems
Mentor to St. Petersburg tier2 associates regarding completed voice systems and translations

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