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

Security Officer

• 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.

• 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.