SUMMARY:

• 15+ years’ experience offering an expert level of operations and support of the Avaya suite of products. Adept at providing technical service, tiers II and III support, and analysis of business requirements to provide and deliver services and solutions that add value to the organization. Consistent delivery of technical service, design, and critical analysis of business requirements. Knowledgeable in troubleshooting of communication manager, voicemail, adjunct system diagnosis, and other Avaya support. Experienced in providing solutions to mission - critical applications and performance issues.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Analyst - Interim Team Lead

Responsibilities:

• As a government contractor and under advisement of the FDIC, provide daily voice operations and operations engineering support on Avaya CM’s 5.2 - 6.3.
• Support of front-end Avaya CM 5.2.x and CM 6.0 systems in contact center and non-contact center environments.
• Support of communications manager 6.0, 5.2 and Avaya SM/SMGR up to and including SM 7.0
• Familiar with TraceSM for Session Manager
• Provide remote site support of Media gateways and LSP’s for various VoIP sites off CM core, across a network of 7 core Avaya CM systems
• Daily voice operations support, hardware, software, and work from anywhere (WFA) providing hands-on administration of Avaya voice systems R5.2 to R6.x including System/Session Manager administration.
• Provide administration and support of Avaya Aura messaging system across the FDIC global network.
• Perform team lead tier 3 level problem management support for issues related to the voice system and customer related issues. Support elevated issues as assigned.
• Support customer tickets thorough the Service Now platform.
• Work on voice related projects as assigned for CM servers, messaging, WFO
• Perform 90-day rotational password changes for voice servers including CM’s, Messaging, SMGR, Aura messaging.
• Ongoing work to get additional access for self and team members through ARCS request and FDIC request for active directory accounts, FDIC directory accounts and other server directory accounts.
• Support of Avaya ASA, CMS, 1X communicator, 1X agent, Mutare Mirror, CentreVu Supervisor, Terminal Emulator, Aura Messaging, SM/SMGR.
• Held by-weekly voice team meetings to review issues, concerns and challenges.
• Attend weekly customer facing 1x1 meeting with FDIC to review request, update ongoing assignments and address any concerns by the FDIC.
• Attend weekly all voice team and customer FDIC project meeting.
• Attended weekly team lead meeting with manager to review subject matters, work and project phases and address team concerns.
• Adhere to FDIC policies and standards in both a personal and professional environment.
• Public Trust clearance obtained.

Confidential

Voice Installations and Support Specialist

Responsibilities:

• Daily voice operations support, hardware, software, and work from anywhere (WFA) providing hands-on administration of Avaya voice systems R6.0 to R7.
• MTP (move to production) support of new sites being added to the core system including verifying new works book for production.
• Understanding of System Manager and Session Manager to R6.3 administration
• Applied Session Manager tracing (TraceSM), filtering, backend tools, SIP trunking, and ARS routing on Communication Manager.
• Delivered Avaya 1X communicator and Agent/Avaya Equinox deployments for office and home/remote users.
• Knowledge of Nice administration (agent administration, extension, pools, and work groups); Media Gateway configurations and resets on local machines/IP address changes and updates.
• Utilized Service Now ticketing and CMDB management; IP control and ECC deployments for better IP addressing and control; Bomgar tools to remote into the machine for customer ticket troubleshooting.
• Adhered to ITIL standards and procedures for all new equipment, software, hardware administration, and change management.
• Reported weekly project status report to management and maintained close relationships with project managers to ensure deliverables.

Confidential

Global Voice Engineer

Responsibilities:

• Support of communications manager 6.0, 5.2 and Avaya SM/SMGR.
• Global operations and support of corporate back office (BUH), front end (AUH) and contact center telephony systems on Avaya s87xx, CM 6.0 and 5.2.1.16, extra-large platform systems.
• Operations support for 30+ voice systems that encompass 100+ G series media gateway devices including G350, G450, G430 and G700. Some local support for Dell/ S8730/G650 environment as well S8800 series using HP DL360 G7 servers.
• Perform 2nd 3rd level problem management support for issues related to global routing, uniform dial plan analysis, AAR analysis, location-based routing for UDP, AAR and ARS.
• Familiar with voice network routing, IP-network regions, node naming conventions and network hardware components such as IPSI boards, Clans, Media processor, and media modules (711, 710 etc.).
• Familiar with System Platform (CDOM, DOM0).
• Daily support, monitoring and performance of telecommunications for contact centers on the Avaya CM’s 5.x and 6.x under the support of global NOC operations including conducting RCA’s and RFO’s.
• Support of front-end Avaya CM 5.2.x and CM 6.0 systems in none contact center environments.
• Support of Avaya CM 5.2x and CM 6.0 through a Service Now ticketing system including outages.
• Technical services include, but are not limited to, support of fault management, configuration management, and performance management using the HP service management system for ticketing and troubleshooting.
• Provides the level of customer service to Hewlett Packard customers above that promotes a great customer experience.
• Utilizes communications, analytical, technical, and interpersonal skills along with the ability to interact effectively at all levels internally in a large global operation and to all technical levels of clients.
• Worked a wide range of days, evenings, weekends, and holidays as needed for 24x7 coverage of the NOC.
• Some Avaya experience with workforce management and optimization in a GTSM environment.
• Ensures compliance with the daily checklist. Extensive experience in application routing and troubleshooting of Avaya Communication Manager, system diagnosis, and Avaya support.

Confidential

Senior Technical Specialist

Responsibilities:

• Initiated operations related to Avaya S8730 CM 5x server and Modular messaging, call center and VoIP.
• Initiated remote sites supported in the S8300 configuration (LSP), and several VoIP sites, including an MPLS network and two installed SIP gateways for alarm point and IP 7000 SIP conference phones.
• Worked closely with IP agent, IP soft phone, modular messaging, and some of the 1X suite of products.
• Demonstrated ability in attending and leading several operations meetings for DR (disaster recovery) and a forklift project as the company successfully converted to an Avaya S8730 solution with CM 5.0.
• Managed operation process and completed a project to convert an Apropos IVR over to the Avaya system.
• Completed 8 remote installations with media gateway, LSP installations, and VoIP phones to main site.
• Experienced with the change control process and procedure used to inform customers during outages.
• Followed standard operating procedures for administration and maintenance of end-user accounts.
• Daily operations support of Avaya S8730 CM 5x server and Modular messaging, call center and VoIP.
• Remote site support of Media gateways and LSP’s foe various VoIP sites off CM core, across a WAN network. Support of newly rolled out SIP gateways for alarm point and IP 7000 SIP conference phones.
• Support of IP agent, IP soft phone, modular messaging, and other Avaya 1X suite of products.
• Demonstrated ability in attending and leading several operations meetings for DR (disaster recovery) and a forklift project in the company’s continued conversion to the Avaya S8730 solution with CM 5.0.
• Support the process and completion of a project to convert an Apropos IVR over to the Avaya system.
• Completed 8 remote installations with media gateway, LSP installations, and VoIP phones to main site.
• Experienced in the change control process and procedure used to inform customers during outages.

Confidential

Senior Technical Analyst

Responsibilities:

• Partnered with internal customers to define opportunities and improve our data and analytic capabilities.
• Designed and developed new datasets, data-feeds, reports, and analysis features ensuring high performance.
• Developed project plans, like accurate timelines and documentation for the development of new features.
• Primary responsibilities included gathering all pertinent information on their telecommunication system.
• Improved the performance of system features; analyzed, diagnosed and corrected performance problems.
• Created out-of-band tests for key datasets and test plans for new datasets, reports, and analytic capabilities.

Confidential

Voice Engineer

Responsibilities:

• Supported administration on the Avaya G3R telephone system and Intuity voice mail for multiple site locations within the company, which included many campus sites and large corporate facilities within the voice network. Provided and administered technical support for ongoing projects both short/long term.
• Routinely attended several scheduled meetings per week to discuss both current and future projects. This included established training on future services and products to being introduced within the coming year.
• Regularly provided daily support of problems and issues through the Remedy ticket generating software.
• Supported systems such as Avaya G3R v11r.03, Call Management System R12.2, and Audix voicemail.

Confidential

BPO and Call Center Delivery Specialist

Responsibilities:

• Support and delivery of core CM 5.2x for front end and call center clients under EDS contracts.
• Worked on a large project to leverage announcements between several call center vdn's and vectors.
• Performed detailed and complete analysis of Vectors, vdn’s, and agents from both PBX and CMS systems.
• Demonstrated ability in interacting with modular messaging and Intuity Audix voicemail systems.

Confidential

Senior Telephony Specialist

Responsibilities:

• Provided global mid and senior level programming and support on PBX systems (S8700 IP/ G3R / SI and Prologic systems). Offered technical support related to the network’s atm and dcs environment.
• Routed support (ARS) and system partitioning. Provided call center support including ACD and vector support. This includes interpreting and changing existing vectors, and writing and activating new ACD’s.
• Continuously provided technical and programming support on CMS and Intuity voice mail systems.
• Ran monthly and quarterly maintenance on all equipment to include the PBX, CMS, and voicemail.
• Worked in a dual role supporting the current Avaya phone system and assisting in the implementation of a Cisco Call Manager 4.1 and Unity voice mail. This was a ground start process that included setting up the system, voice mail, phone layouts, call center features, and porting several thousand numbers.
• Gathered pertinent information from the Avaya system and provided to the Cisco vendor team to migrate.
• Regularly upgraded to the Avaya S8700 platform and Intuity 5.0 voicemail. Supported the call centers to include vector design, ACD implementation, CMS implementation, and wallboard implementation.

Confidential

Analyst - Voice Communications

Responsibilities:

• Consistently managed a complete Lucent G3 telephone system for + customers. Programmed and managed vectors and call flows for a medium call center, including writing medium level ACD’s and utilizing Avaya BCMS.
• Performed overall daily activities relating to all moves, adds, and changes for over 800 customers.
• Provided outstanding technical assistance for all phases of voice communications carrier equipment, which cordially included: the primary port network (ppn), and the extended port networks (epn).
• Managed several local and long-distance trunks for customer use and turned up new trunks as needed.
• Versed on how to read the trunk measurement reports and capable of using the call century seconds theory adopted by Lucent/Avaya to convert raw PBX data pulled off the trunk reports for easy to read and understand reports with regard to number of trunks used during busy hours, trunks used, etc.
• Scheduled maintenance and repair outages as needed the PBX and Intuity voicemail.
• Managed additional G3si’s at across remote locations.