We provide IT Staff Augmentation Services!

Systems Analyst Resume

5.00/5 (Submit Your Rating)

Atlanta, GA

Hire Now

PROFESSIONAL SUMMARY:

  • Motivated and personable professional with over 20 years of experience providing telecommunications support. A talent for being able to quickly learn various technologies. Diplomatic and tactful with professionals and clients at all levels.

TECHNICAL SKILLS:

Genesys Cloud: Admin support for different flavors of GenesysCloud: Cisco hosted, Virtual Cloud, hybrid.

Genesys Engage: Admin support for Genesys Engage.

Microsoft Products: Lync Messaging, Windows95/98/NT/XP/2000/Vista/7/8/10 Operating Systems, Microsoft Exchange, Microsoft Office 365, Teams.

Avaya Products: SL1, Meridian 1 Option 61C, Aura, System75, Sytem85, Definity G3x, 87XX, 8800, EAS (Expert Agent Selection) G450, G650, AES Servers, Communications Manager V5, CMS Supervisor V14, Audix, Intuity, Modular Messaging, Meridian Mail, Aura Messaging, IP Agent, One - X, ASA, CallPilot, OTM, Symposium.

Cloud Products: Hosted PBX, Conference Calling, Fax via Internet, Polycom and Cisco telephones, VoIP.

Other Hardware/Software: RightFax, ServiceNow, Bridgetrak, VxPulse, WebEx, GoToMeeting, MS RDP, Join.Me, Witness/Verint Call Recording, ProComm, Horizon VMWare, RMG wallboard, Pure Insights for reportingPROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Systems Analyst

Responsibilities:

  • Genesys Engage Support Engineer for multiple call centers in an enterprise environment.
  • Genesys Engage Admin - add, move, change and editing users.
  • Genesys Engage - troubleshooting connections, login and Workspace Desktop Edition issues.
  • Genesys Engage - Work Force Management, Call Reason Tracking & Management System (CRTS).

Confidential, Atlanta, GA

Systems Engineer

Responsibilities:

  • GenesysCloud/PureCloud Support Engineer for multiple call centers in an enterprise environment.
  • GenesysCloud Admin add, move, changing/editing permissions, roles, users, moving users to other organizations.
  • GenesysCloud - troubleshooting call flows, queues, agent ACA issues, Pure Insights, WebRTC softphone, etc.
  • West/Intrado E911Gateway administrator - running scripts, adding/removing, changing and testing endpoints.
  • Avaya - Administrator of Avaya Aura PBX, Aura voice messaging, Avaya audio conferencing.
  • Avaya - Call Flows/Vectors (Vectors, VDNs, Hunt Groups, Announcements etc).
  • Avaya - MACDs - Public Unknown, hunt groups, cover paths, stations, VDNs, agent IDs and CMS.
  • Troubleshooting telecom related problems, working with customers and onsite technicians to resolve issues.
  • ServiceNow - Working tickets from the ServiceNow ticketing system.
  • Cisco - Preforming Adds, Changes and deletes of Cisco telephone extensions and Unity voicemail.

Confidential

Responsibilities:

  • Remote support of Continuants customers with Avaya voice mail and PBX products to include: Aura, Definity, Prologix 87XX, CM, Servers, G450s, G650s, IP Office, Intuity Audix, Modular Messaging and Intuity LX.
  • Troubleshooting and resolving telecommunications-related problems, working with LEC’s, customers and onsite technicians to resolve issues.
  • Preforming Adds, Moves, Changes, Deletes, vectoring, Agent IDs, Announcements, VDNs, hunt groups etc.
  • Utilizing VxPulse, netmodem and direct dial to remotely connect to customer equipment.

Confidential, Atlanta, GA

VoIP Technical Support Specialist

Responsibilities:

  • Support of the Intermedia/Accessline line of products to include Conferencing, Toll-Free, Auto Attendant, Follow-me numbers, web faxing and faxing.
  • Troubleshooting and resolving telecommunications-related problems, which may include and instructing customer on the use of various services to include VoIP, SIP, IP, QOS, Cloud, bandwidth and other issues.
  • Provide support, maintenance, and configuration on appropriate VoIP hardware such as IP phones (Cisco or Polycom).
  • Utilizing tools such as ping graph, call tracker, VNC, Goto Meeting, Netscan and bandwidth utilizing tools.
  • Ensure customer expectations are set accordingly throughout the order lifecycle.

Confidential

Senior Telecom Engineer

Responsibilities:

  • Administrator on an Avaya S8800, Aura PBX with EAS, G450s, G650s, CMS 14 and Modular Messaging voicemail.
  • Administrator of Scripting tool and predictive dialer on Altitude outbound dial server, Contact Center Operations application, campaign set up, access line creation, agent adds, changes and deletes. Troubleshoot and maintain Altitude outbound dialers.
  • Supporting 12 call centers in the US, Dominican Republic and Manila with over 5,000 agents.
  • Configuration of trunk groups, hunt groups, coverage groups, coverage paths, auto attendants, skills and VDNs.
  • Vendor management, also experience working with TeleX, a Co-Location vendor.
  • Add, Move, Delete, Change and troubleshooting of Vectors, extensions, Music On hold, stations, VoIP phones, Agent IDs, hunt groups, etc.
  • Maintaining various Telecom databases to also include Avaya AES servers and Web license servers.
  • Support, setup and programming of Avaya Flare video conferencing.
  • Responsible for Data center wire management and add, remove, changes and deletes.

Hire Now
Report an issue

We'd love your feedback!

Privacy Policy
Resume Categories
Client Services
Job Seekers
Visa Sponsorship