Avaya Voice Engineer Resume

PROFESSIONAL SUMMARY:

Expert in administration for telecommunications and voice systems, call centers and most versions of UNIX system. Provide first - rate customer service to internal and external customers while under strict deadlines. Work with local vendors to install, trouble shoot and repair, analog lines and circuits in North America locations. Expertise also encompasses engineering, installation and troubleshooting of networks and voice systems along with and development.
Administer, maintain, troubleshoot and repair on PBX, Voicemail and Call Centers servers
Subject Matter Expert for chronic troubles on call centers and networks
Liaison to overseas helpdesk in troubleshooting and routing calls and tickets
Supervised and Coached Tier 2 engineers at Avaya and Operators at Kraft Foods
Reduce port count costs for Jim Beam Headquarters and other locations
Provide onsite vendor management for telecom carriers
Career Track

PROFESSIONAL EXPERIENCE:

Confidential

Avaya Voice Engineer

Responsibilities:

Confidential

Senior Telecommunications Analyst / Technology Consultant

Responsibilities:

Work with Avaya Session Manager and Avaya Communications Manager
Support all models of Avaya phones, including VOIP phones, Cisco & few Nortel phones
Compiled and maintained circuit inventory for all 200+ Kraft Foods US locations

Confidential

Senior Systems Engineer, Technical Service Organization

Responsibilities:

Served as technical role model, consultantand mentor whenresolving complex technical issue which involved customer hardware and software. Worked with Avaya’s Development department to test new systems prior to releases within the Avaya’s product lifecycle.
Managed projectsfor high profile customers with strict deadlines and criticalcompletion dates. Responsible for writing technical documentation for backup and restoring server, operating system, database and application data from tape and CD.
Performed lead technical role with new hardware and software releases
Troubleshoot and repair customers Call Centers, LAN and WANs
Designed, documented, and implemented system tests for new software releases; directed pre-release testing; and developed early access and pre-release testing database policies. Liaised with the user base and development personnel to detect and resolve bugs for future releases. Performed Tier 1 and Tier 2 customer technical support for the Global Technical Support Information Ticketing System that encompassed 350 customers. Oversaw all aspects of system and LAN administration for 4 UNIX servers that included hardware and software upgrades and innovation.