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Systems Technician Resume Profile

Summary

  • Administrative Support professional, experienced working in fast-paced environments with strong organizational, technical and interpersonal skills committed to superior Customer Service. Responsible for implementation, configuration and for day to day operational support of the infrastructure of three Avaya Call Centers .
  • In the last 15 years I have specialized in IT roles such as: Network Engineer, Systems Administrator, Quality Analyst, Systems Technician, Desktop Support, Telecommunication Analyst, Customer Care Team Leader, Technical IT Trainer, VoIP Engineer, Project Management and Product Manager.

Professional Experience

Confidential

IT Ops Support Specialist

  • Provided Incident resolution process by providing support for ATM related incidents.
  • Managed facilitation requirements to resolve ATM incidents.
  • Maintained audio fidelity calls and progressing the trouble tickets for resolution.
  • Provided service center updates as required.
  • Managed contingency plan execution requests.
  • Managed approvals implement necessary changes.
  • Managed approvals of escalated incidents to severity 3 status.
  • Assessed ATM incident and initiated vendor contact to dispatch.

Confidential

Sr. Analyst

  • Assisted in data and or voice communications requests. Worked on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercised judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Used and applied up to date technical principles, concepts and techniques. Worked on a level 2 support operations team that triaged and placed incident tickets with Voice, VoIP, and Carrier vendors and support organizations as required. Responsible for ongoing ticket updates and management. Escalated incident to Management, Situation Management, and Senior Technical teams when necessary utilized Voice/VoIP technical expertise to determine the appropriate Supplier response and actions, and collaborative works Voice/VoIP tickets with Suppliers.
  • Monitored Supplier and follows up, escalates, etc to ensure SLA attainment. 7x24x365 Triage Support for all aspects of trouble. Management including coordination, orchestration, troubleshooting, and management with the Supplier, Engagement of other BAC teams when it was necessary, and initial Supplier and carrier escalations. Engagement of the Incident and/or Situation Management teams when necessary. Operations Level 2 manages the ticket through its incident lifecycle. Participation and assignment of shift rotation work to support 7x24 Global support models. Have increased awareness and exposure to technical principles, concepts and techniques involving Voice, VoIP, voice mail, Carrier, Audio Conferencing, Cloud infrastructure. Responsible for TDM and VoIP telephone systems, US and international carrier services, and with Avaya, Cisco and Aspect products.

Confidential

  • Observes and reports activities and incidents at an assigned client site, providing for the security and safety of client property and personnel.
  • Makes periodic patrols to check for irregularities and to inspect protection devices and fire control equipment.
  • Preserves order and may act to enforce regulations and directives for the site pertaining to personnel, visitors, and premises.
  • Controls access to client site or facility through the admittance process
  • Patrols assigned site on foot or in vehicle checks for unsafe conditions, hazards, unlocked doors, security violations, blocked entrances and exits, mechanical problems, and unauthorized persons.
  • Protects evidence or scene of incident in the event of accidents, emergencies, or security investigations.
  • Responds to incidents of fire, medical emergency, bomb threat, flooding, water discharge, elevator emergency, hazardous materials, inclement weather, and other incidents.
  • Prepares logs and reports as required.

Confidential

Sr. Network Engineer

Network Administrator

  • Detailed knowledge of IP and Ethernet Based Data Network Technology.
  • Microsoft and Oracle platform support.
  • Engineering design concepts fundamentals of network security devices,
  • multiprotocol routers, multilayer switches and Wireless platforms.
  • Avaya and Cisco multiprotocol router and multilayer switching experience.
  • Juniper multiprotocol router and multilayer switching experience.
  • Strong understanding of Network Security.
  • Knowledge of MPLS Multiprotocol Label Switching .
  • Knowledge of Carrier Ethernet.
  • Knowledge of single and multimode fiber installations.
  • Knowledge of copper CAT5E cable installations.
  • Knowledge of telecommunications room design.
  • Administrator for SQL and Microsoft windows.
  • Design implementation of call center work group, Avaya IVR PBX systems, including queues other specialized call routing needs.
  • Managed Server upgrades and backup.
  • Install of new PBX equipment software applications, including system level individual user level installation, training, troubleshooting
  • Primary responsibility for Witness Call Monitoring System including organizational design, server maintenance, system updates
  • Interpretation of call routing reports for managers in cases of customer issues disciplinary action. Administering work codes other call tracking databases for all Customer Care systems, including Call Management software, Witness, Conversant PBX.
  • Researched new products for efficiency or cost savings such as headsets phones, PBX equipment, customer relationship management software, monitoring recording software, other customer care systems.
  • Trained IT staff on usage of Verint Witness Management software.
  • Trained Customer Care Agents on usage of Avaya IP Agent software to work from home.
  • Perform day-to-day technical tasks involving the support of their telephony platform including Telecom circuits, SIP and IP gateways, I3 Servers and subsystems.
  • Working knowledge of power and data networking protocols- TCP/IP, OSI, Frame Relay, ATM, X.25, RIP, OSPF, BGP, ISDN, SS7.
  • Working knowledge of a multi-tiered distributed architecture, including LAN/WAN concepts, TCP/IP and network protocols, DNS and firewalls.
  • Work with Business to manage, monitor, and evaluate selected inbound, outbound, and IVR campaigns.
  • Trained Manager and Team Leaders on the efficient usage of Verint Witness, CMS, and Blue Pumpkin Software.
  • Provided Trouble Ticket resolution for Wireless and Wireline Systems.
  • Responsible for maintaining system rights for all Customer Care systems and Ntelos staff.
  • Set up Avaya Remote client training and support for work from home.

Systems Technician/Telecom Engineer

  • Lead Analyst responsible in designing, moving and reinstalling entire Wireless and Wireline Telecommunications Call Center telephony equipment from Ntelos Corporate headquarter in Waynesboro Virginia and two other Call Centers in Daleville and Covington Virginia.
  • Responsible for all changes and monitoring the Aspect ACD. Working with the Aspect System Management Suite.
  • Responsible in switching Call Center Telephony Platform from Nortel to Avaya
  • IP Phones.
  • Manage VoIP, Redundancy, and Recovery/Backup.
  • Responsible for all adds, moves, routing changes, monitoring and troubleshooting of Avaya Software VOIP and CMS Reporting Devices at local and remote sites within the Company.
  • Project Manager of the Avaya CCE Implementation for Call Centers. Managed Avaya Vendors and Active Support to meet deadlines for the installation, configuration and training needed to move.
  • Troubleshooting repair of phones, PBX, or routing issues that may impact customer access to Customer Care Call Center. Manage phone, Headsets, Wireless Headsets Telecom supply inventory.
  • Fiber Optic Cable Maintenance. Customer Care or services available to the customer through Customer Care 24X7.
  • Responsible for maintaining system rights for all Customer Care systems and Ntelos staff.
  • Point of contact for Local and Long Distance Vendors for installations and repairs to Telephony Lines within Waynesboro, Daleville and Covington Call Centers.
  • Install of Telephony Applications on PC's within the Call Center. Setting up Printers, mapping drives and basic maintenance to PC's for corporate employees and Agents in the Waynesboro Call Center.
  • Set up project scheduling, prioritization, and creation of new workgroups and workflows
  • Use of AT T routing tools for allocation changes and routing on 800 numbers specifically for the Wireless and Wireline Corporate Waynesboro Call Center.
  • Responsible for the maintenance of remote call centers and interflowing calls.
  • Perform employee phone moves, including rewiring programming of phones.
  • Provided Trouble Ticket resolution for Wireless and Wireline Systems.
  • Implement, maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2 and CMS in a dispersed voice network that includes multiple call centers and three Call Centers.
  • Working knowledge of RF propagation, MAS SCADA systems, microwave networks, channel bank operation, Site grounding, Two-way radio systems, Single mode and multi mode Fiber systems.

Confidential

Collections Representative II

  • Provide resolution for current customer accounts including payment collection, payment arrangements, bill review and rate plan upgrades.
  • Perform as team member handling inbound calls generated through Ntelos soft collection efforts.
  • Provide volume and payment reporting for Sales, Customer care and Finance dept.
  • Trained Payment Services staff on usage of Tele-Interpreter software.

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