Avaya Senior Systems Analyst

Value Offering:

Senior IT problem solver for ExxonMobil with a wide range of experience in IT including telecommunications, Avaya PBX install/administration, structured cabling, HP AssetCenter Administration, Remedy Administration, application support, critical incident management, Customer Service, project coordination, SCADA, help desk and data center relocations. My goal is to seek a new challenge in IT Technical Support, my life's passion.

My experience includes, but is not limited to:

• Project Lead for the PP campus Avaya PBX Upgrade/Replacement Project
• Mobil Pipeline Communications Center Supervisor
• Avaya System-75 Avaya Definity Prologic
• NEC Key System OPXs
• Collins Analog/Digital microwave
• Telco leased facilities
• SCADA system support
• Asset Management Service Analyst
• Global Change Management Coordinator
• HP AssetCenter System Administrator
• North America Support Center NASC Help Desk Advisor/Team Lead
• Avaya G3r System Administrator for ExxonMobil Call Center CMS, CentreVu
• NASC Call Center metrics, change management and problem escalations
• Remedy System Administrator
• Senior IS Analyst
• Avaya Voice - Telecom Team Lead for the ExxonMobil Pegasus Place campus
• Telco trunks, DS-3, T-1s and PRIs
• Structured cabling and fiber
• Voice/Data UPS installations

Confidential

General Partner

Securities Trader self-employed in general partnership.

Confidential

Asset Management/Tools and Database Support - Service Analyst

• Coordinated the purchase and installation of UNIX servers from shared to stand alone environments in Houston and Dallas.
• Directed cross-functional sub-team of 17 analysts from various international IT support teams to resolve inefficiencies with database, hardware, system and network administration. Performance gained by these two initiatives has shown improvement of 65 100 on commonly used queries and views as measured by benchmark tests.
• HP AssetCenter Administrator. Coordinated monthly maintenance outages, administering client password resets, access requests, AC table maintenance. Served as AssetCenter backup security analyst.
• Introduced Global Change Management and associated metrics for software procurement. Stewarded weekly change management conference calls with the leadership committee and global participants. This allowed for the creation of a standardized global approval process for new developments, system enhancements and desired system process changes.
• Managed the AM Remedy Transition Project. This major work initiative involved multiple IT departments and international groups. This effort resulted in a simplified external interface to the Remedy Trouble Ticket Reporting System for Asset Management, eliminating many trouble tickets from assignment to incorrect work queues.

Confidential

• Co-Managed the NASC WTP1 Project. Defined and documented help desk infrastructure including Avaya skill based phone system and Remedy trouble ticket requirements for the NASC transition to the Canada BSC.
• Co-Managed the Audio Conference Scheduling and Support Transition Project. Identified requirements to relocate audio conference scheduling to NASC from Houston based Global Services. Defined call center processes, developed training material, updated NASC Knowledge Base and provided training to call center analysts. This action resulted in the ability to schedule North American audio conferences 24x7 with existing help desk personnel, eventually expanding to include 24x7 scheduling of conference bridges located in Kuala Lumpur and London.
• Supervised the daily activities of 25 help desk analysts maintaining all service level objectives during my tenure in this position.
• Identified/managed NASC on-site ACD phone support maintaining call center vectoring, agent skill sets, help desk call routing, toll free numbers and system announcements.
• NASC Area Service Coordinator for Texas Gulf Coast, Dallas, Corporate, and West Coast.
• BCP/DRP Coordinator for the Confidential Support Center.

Confidential

• Operations Project Lead for the Campus PBX Upgrade Project. Replaced two campus Avaya System-75 PBXs with an Avaya Call Center G3r PBX at a 1400 user campus.
• Stewarded identification and removal of nonessential local, toll and overcapacity circuits, resulting in an annual saving of 324M.
• Created Access database for tracking campus active/inactive voice trunks. This effort realized a one time reimbursement of 78M by identifying a SW Bell billing error.
• Avaya Voice/Data Operations Team Lead. Supervised and directed campus telecom support personnel. Prepared documentation for PBX configurations with multiple campus ETNs, campus infrastructure cabling plan, dial plan, and all Telco carrier facilities.
• Co-managed joint project team to transition campus Avaya PBX and Octel voicemail administration to the Houston Regional Voice Support group. This effort resulted in annual savings of 200M.

Confidential

Communications Center Supervisor,

• Supervised the work of 10 Communications/Computer Techs supporting SCADA master station equipment, telemetry, Avaya and NEC phone systems, cabling, mainframe cross connects, digital/analog private microwave, DS1, DS3 and component level board repair.
• Interfaced with contractors and other maintenance personnel on issues with AC power systems, emergency generator, U.P.S. / AC sub-floor electrical distribution and isolated grounding system, HVAC and control center fire alarm systems.
• Interfaced with LEC and IXC on problems encountered with 300 remote sites. Managed budgeting/forecasting process for 12 telecom personnel, 1MM in telecom expenses and 50M in capital expenditures.