SUMMARY

• Extensive experience in daily planning, engineering, design, project management, internal audit compliance, and resource allocation for enterprise data/voice solutions within Avaya Aura environment.
• Recently upgraded nine Avaya CPOD's 4200 Series to Rel 4.0
• POM Proactive OutReach Manager for outbound and email
• Supported over 90 CMS RTA/ Confidential feeds as well as ECH feeds
• Modified canned RTA reports for custom calculations
• SIP experience with Oracle SBC and EOM, Avaya System and Session Manager, VMware ESXi
• Working Knowledge of Avaya IC Manager / Avaya Oceana, Voice Portal IVR and Proactive Contact Dialer, Scripting, Work Flows, Configuration of Avaya AES CTI, Avaya IC Multimedia Server Application Voice, Email and Chat.
• Applies patches and ugrades on a regular basis and inspects log files and certificates on a regular basis.
• Proficient in working with multiple vendors including telecom carriers to manage Network routing, provisioning and testing T1s and SIP trunks
• Implements standards, procedures, and processes for all telecommunication services and groups.
• Plans and manages support of new technologies, performance, business continuity, growth and reliability.
• Defines and negotiates service level agreements and contracts.
• Manages all phases of project development to ensure user satisfaction, project continuity and internal consistency.
• Supervises and coordinates professional, technical, and non - technical staff by establishing performance measures, goals, objectives and priorities, providing direction and feedback, and ensuring assigned projects/tasks are completed accurately and by the specified due date.
• Develops, tests, and supports VRU/IVR and CTI applications for internal and external Contact Centers: Avaya IR and Cisco CRS.
• Experience with Cisco ICM integrations.
• Well versed in Agile settings; participates in standup meetings daily and assists with writing user stories and backlogs.

PROFESSIONAL EXPERIENCE

Confidential

Telecommunications Engineer

Responsibilities:

• Design, create, and implement Cisco ICM Script Editor V10.5 call flows
• Run SQL queries to analyze, code, test, and debug application and call flows.
• Manage and develop call center applications for ICM, CVP, and IPIVR CRS.
• Installed all ICM components in a lab and performed extensive testing
• Act as subject matter expert for all Cisco ICM integrations interfacing with Avaya PBX, and CMS servers
• Weekly updates to Cisco Routing Services Webex, Micosoft Teams, Jabber, ServiceNow

Confidential

Unified Communications Engineer

Responsibilities:

• Engineered UCaas Services for an IT consulting and service provider focused on helping customers address how to get work done at the intersection of business and technology transformation.
• Designed and installed Avaya products for 28 clients specializing in UCaaS and blended solutions with Avaya and Alcatel - Lucent equipment.
• Configure and optimize all VoIP/IP-PBX telephone systems and services
• Maintained existing TBC voice network infrastructure utlilizing AlcaTel Lucent PBX

Confidential

Telecom Architect

Responsibilities:

• Architected, designed, evaluated, recommended, implemented and documented complex enterprise voice and call center solutions.
• Cutover 80,000 call center agents to 9 JPMC serving sites.
• Avaya Proactive OutReach Manager for outbound and email (Campaign Director, Campaign Manager, and Rules Engine utilizing time and skills based pacing
• Linux/Unix vi editor modifying RTA and Confidential reports and converting all Confidential

Confidential

Telecom Architect

Responsibilities:

• Responsible for evaluation, design, installation, maintenance and troubleshooting of the organizations voice communication systems including 8720/8500/8300 media servers, G700 Gateways, Modular Messaging, Avaya IR, NICE Call Recorder, AES Servers.
• Managed call routing and disaster recovery provisions for voice services.
• Ensured adherence to company standards and objectives and security procedures. Analyzes the needs of the user and recommends solutions.
• Maintained relationship with telecom carriers and other outside organizations for maintenance and service of equipment and circuits
• Monitored and processed monthly telecom related expenses and invoices.
• Prepared and maintained network flowcharts and documentation.
• Provided 24 x 7 on - call support

Confidential

Technologies Manager

Responsibilities:

• Responsible for integration of Two Call Manager clusters (6.1.3 & 6.0), ICM Enterprise (7.2) & IPCC Express (5.0.4), Cisco Voice Portal (7.0), IPIVR, Unity Voicemail, Voice Gateways (2800, 3600, 53 - 5400 series), Cisco MeetingPlace Enterprise, Verint/Witness ContactStoreIP, Xmedius Fax.
• Developed call center applications for ICM, CVP, and IPIVR CRS.
• Setup Outbound Dialer campaigns for Collection Department
• Acted as the single focal point between Business Units and Telecom Department
• Designed, tested and implemented solutions to requests from the Business Units.
• Managed all develops call center applications for ICM, CVP, and IPIVR CRS.
• Installed all ICM components in a lab and performed extensive testing
• Acted as subject matter expert for all ICM integrations

Confidential

Consultant

Responsibilities:

• Provided consulting for 13 primary clients from Raleigh/Durham to Greenville.
• Created/modified Avaya IR scripts.
• Created proposals for various telecommunication projects.
• Installed VOIP features and services; CLAN 10/100, MEDPRO, DS1, Digital, Analog, CO and VAL and traditional Announcement boards.
• Performed ARS/AAR routing audits and enabled backup ARS routing
• Relocated offices of all sizes.
• Troubleshoot all major/minor outages, escalated network issues for clients, and troubleshot CDR connectivity for clients.
• Designed CMS CentreVu and Screen Painter reports for specific client needs.
• Performed monthly preventive maintenance; reboot of voicemail and CMS servers, clean PBX filters and performed trunk and terminal outage analysis.
• Trained Call Center Managers utilizing Avaya CMS ACD server.
• Converted traditional ACD's into Expert Agent Selection.

Confidential

CTI Administrator

Responsibilities:

• Troubleshot all major/minor telecom outages.
• Administered NT 4.0 domain and Microsoft Outlook accounts.
• Supervised installation of 250 KVA diesel generator.
• Supported VPN network and installed VOIP sets for call center with Remote Agent.
• Installed Tantacomm Digital Voice Recording system for 128 call center stations.
• Upgraded/cloned all call center computers.
• Trained employees of Avaya system and terminal set features.
• Performed ARS/AAR routing audits and enabled backup ARS routing.
• Designed real - time and historical CMS CentreVu and Screen Painter reports.
• Wrote local/LD and WAN requests for proposals (RFP's) and presented management with results of 30 percent to 60 percent savings.
• Converted Tantacom Digital recorder from station to T1 line side recordings
• Acted as single point of contact for all HelpDesk related issues.
• On-call 24/7 including weekends and holidays.