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Telecom Engineer Resume

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Pleasanton, CA

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SUMMARY

  • Minimum of 7+ years related VoIP support experience, preferably focused on Avaya.
  • At least 5+ years supporting Call Center operations.

TECHNICAL SKILLS

  • Avaya hardware troubleshooting and management
  • Avaya IC/CM troubleshooting and management
  • Call Center support skills
  • Understanding and adherence to ITIL change management

PROFESSIONAL EXPERIENCE

Telecom Engineer

Confidential, Pleasanton, CA

Responsibilities:

  • Troubleshoot and implement VoIP systems and services based on Avaya technology.
  • Work with teh State Fund Call Center management to ensure optimum operation of current VoIP systems for Call Center needs.
  • Work with Cloud Engineering to ensure that VoIP systems meet service level expectations in both current and proposed infrastructure implementations.
  • Well versed on Avaya hardware and software.
  • Very noledgeable with Call Center Applications, both from a support and operations perspective.
  • Provide on - site and remote technical assistance to other resources and to customers
  • Provide VoIP systems design, implementation planning, deployment support, software strategy, system troubleshooting, performance engineering and optimization, maintenance strategy.
  • Maximizes VoIP systems performance by monitoring performance; troubleshooting VoIP problems and outages; scheduling upgrades; collaborating with others on VoIP optimization.
  • Understand and generate metrics data Ability to think and operate as a team player
  • Extremely strong communication skills, both written and verbal
  • Experience managing VoIP system services and similar support provided in a client/vendor relationship
  • Ability to act as a consultant and provide recommendations to teh IT / Design Team.
  • Ability to operate as independently or as part of collaborative effort
  • Demonstrate strong project leadership and ability to develop strong working relationships with customer technical personnel.
  • Proven track record of project delivery results.
  • Strong troubleshooting skills and ability to apply them during business impacting incidents.
  • Capable of mentor others and lead by example

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