Results oriented telecommunications professional skilled at troubleshooting and managing projects. Major strengths include the ability to meet goals in a challenging environment and multitask, prioritizing situations for the optimal outcome. Background in pbx administration, project management, vendor and incident management. Hands on experience with:
S87XX
NG Sniffer
G650
Wireshark
CISCO
SIP
CMS
WAN/LAN
Microcall
VOIP
VTC
Visio
PROFESSIONAL EXPERIENCE
Confidential
Technology Consultant/Operations Engineer
Helped implement Avaya FPM across the organization resulting in a 40 more responsiveness to incidents and outages.
Manage voice gateway and adjuncts to Aspect, Sonus, and NICE systems and implemented system patches and firmware upgrades on all Avaya CMs.
Worked with peers across the organization and vendors on problem and incident resolutions on all Avaya CMs corporate wide.
Executed the implementation of SIP, providing interoperability between the legacy Avaya and Aura.
Network Analyst
Part of the Logical Voice Network Team on the Bank of America account performing voice network changes on Avaya systems across the continental US at critical facilities.
Managed voice related SLA commitments on the account day to day as it relates to speed of service and break/fix activity.
Facilitated voice circuit database inventory for client billing. Billing for any existing circuits and any changes on the account.
Part of the Regional Operations team installing routers, switches and providing hands on break/fix at a critical tier 1 Bank of America data center.
Managed all connectivity voice and data related SLA commitments on the account day to day as it relates to speed of service and break/fix activity.
Facilitated voice and data circuit database inventory for client billing. Billing for any existing circuits and any changes on the account.
Actively managed cabling vendor providing run sheets and inspection and testing of work performed.
Educated team members on how to administrate the Avaya voice systems in the Southwest region.
Confidential
Network Analyst
Build out of the Wyndham Data Center into a tier one facility to accommodate the Bank of America acquisition of MBNA. Installing the necessary network backbone equipment to carry data and voice enterprise wide.
Confidential
Voice Technician
Conduct monthly self audits to review business processes and ensure departmental guidelines are being adhered to.
Administering the call accounting system, schedule and perform reporting on Latitude teleconferencing, and maintain cellular accounts for the Dallas location.
Perform wiring and administration duties in a partitioned corporate and Telesales contact center environment on the PBX that include station changes, VDNs, vectors, agentIDs, hunt groups, coverage paths, pickup groups and RHNPA, AAR/ARS routing table changes.
Review problem resolution reports, troubleshoot, and resolve wiring, and telecom equipment failures.
Ensure VTC translations in PBX are maintained.
Perform MAC work in a timely and cost effective manner.
Provide quality customer support and customer satisfaction on Voice Services MAC required supporting the Dallas Location.
Network Administrator
Administrate the G3R PBX and Audix voice mail system to provide service and customized functionality to for the different business units of MBNA Hallmark Information Services Dallas.
Involved in the installation and facilitation of videoconferencing services.
Manage and review vendor pricing in an effort to receive quality services at competitive pricing.
Instrumental in tailoring voice solutions to meet the various business requirements of different departments within an organization.
Premise Technician
Project leader on various projects for the build out of Dallas Hallmark 2, coordinating efforts with vendors after meeting with internal customers.
As a Premise Technician led Data Center Cabling Project, designing and implementing a serviceable structured cabling environment meeting the needs of the enterprise.
Promoted to Network Administrator after leading various projects to fulfill the communications requirements for the Hallmark 1 Renovation meeting all established timelines.
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