Systems Engineer Resume Profile

Summary of Qualifications

Over 15 years telecommunications experience with specialization in Avaya/Lucent telephone systems Excellent customer service, communication and interpersonal skills Experience with telephony in a healthcare environment Organized with the ability to prioritize service requests and quickly resolve issues Strong computer skills and proficient in Microsoft Office Experience performing complex move/add/change and maintenance work Certified technician in TIA Network and ACA IPOffice

Professional Experience

Confidential

Communications Specialist Senior

Troubleshoots all Avaya and Cisco voice hardware and software problems, taking appropriate corrective action and ensuring prompt resolution
Performs Moves/Adds/Changes on an individual as well as a department level
Lead telecommunication resource for new locations working with leadership for best call flow, insuring the proper equipment is ordered and programming all stations routing
Keeps team informed daily of work status Promptly notifies team of problems, unexpected tasks, alarms and missed targets
Maintains detailed documentation to include the architectural layout, inter-machine process flow, numbering plans, switch vectoring, database schemes and other material related to the telecommunications infrastructure
Participates in Corporate Change Control process with planning and house wide notification
Installation of skill-groups, hunt groups, Agent-IDs, VDNs, Vectors
Keeps Avaya and Cisco voice equipment updated with the latest manufacturer's firmware/software
Responsible for training new team members and creating knowledge based documents for IT staff
Provides telecom support for multiple large projects and performs PM duties for small projects
Available for SLA response for critical outages affecting patient care during on-call duty rotation
Monitors the performance of Avaya and Cisco voice network systems and participates in event response, incident resolution, problem management, root cause analysis, single point of failure analysis, performance management, and capacity management processes

Confidential

Senior Customer Systems Engineer

Provided onsite service and technical support by working directly with Avaya customers and vendors to isolate and resolve hardware and software issues
Responsible for handling company equipment and completing proper documentation
Installed and maintained business communications equipment and their associated peripherals
Troubleshooting and repairing minor end user issues and major outages
Performed moves/adds/changes and preventative maintenance on complex telephony equipment including but not limited to AVAYA PBX's, Voicemails, Gateways, Servers and Paging Equipment
Assigned Areas:
Las Vegas, NV 2009-2010 - Aftermarket Repair, dedicated technician for Wynn/Encore Hotel and Casino
San Luis Obispo, CA 2002-2009 - Responsible for supporting all Avaya/Lucent/AT T equipment within the Central California Coast Region through PWM Contracts and T M
Los Angeles, CA 1998-2002 - Aftermarket, repair and installation crew

Experience with the following products

Avaya/Lucent/AT T/Nortel
Communication Manager, S8xxx, MGs, PN MCC, SI, CSI, CSS, IP-Con ,ESS/LSP
IP, Digital, Wireless SIP endpoints 46xx,96xx,94xx,24xx,64xx,One-X
Modular Messaging, SES, System Manager, Session Manager
IPOffice, Legend/Magix, Partner, Intuity, CMS CMS Supervisor
Nortel/Avaya CS1000, CS2100, Call Pilot
Cisco
CUCM, 7925G wireless sets, 2900 GW
Brocade
MLX/FCX/VDX
Network
VLANs, DHCP, TCP/UDP, 802.11b/g/n, FTP, AES VoIP Encryption, SMTP, PoE
SpectraLink/Polycom
SVP/AVP, OAI, 3645 wireless phones, Video Audio Conferencing
Paging
Bogen PCM, AMPs Harris Dracon, PagePac/Pal, CallStacker
Wiring/Fiber Infrastructure
110/66 block terminals, Patch Panel Cable Management, MDF/IDF, IROB, NIU/LIU, Multi-Mode, Single-Mode
RightFax
Opentext 2900 fax gateway, Fax Util
PSTN
T1/PRI, OC3, DID, POTS, Analog/Ground Start, Paradyne CSU/DSU
Miscellaneous
Amcom e911, Amtelco Infinity, Microcall, Emergin/NurseCall Integration, Aruba, Avaya/Nortel Device Manager, Fluke Wireshark testing, PRTG Monitor, Prognosis VoIP Monitor, MS Lync

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