UC/Voice Field Engineer Resume

SUMMARY:

Avaya Aura portfolio of solutions, with 20+ years experience, ready to contribute to a mission - driven company that embraces innovation and rewards forward-thinking team members.

PROFESSIONAL EXPERIENCE:

UC/Voice Field Engineer

Confidential

Responsibilities:

Implement secure, high-availability, advanced voice communication solutions for large enterprise customers across multiple industries and municipal/state governments. Heavily focused on hospitals and healthcare.
Facilitate SIP-based and/or proprietary integrations with third-party applications such as Genesys IVR, SPOK attendant consoles, Telstrat and NICE call recording, et al.
Lead Engineer assigned to large voice service cut-over events at hospitals and medical clinics. Manage on-site ad-hoc project teams and sub-contractors.
Known as a trusted advisor by my clients, and a knowledgeable and helpful colleague by my peers.
Developed a high-capability lab environment in my home office for testing technical processes and customer break-fix solutions.

Voice Managed Services Engineer

Confidential

Responsibilities:

Partnered with client’s IT/telecom staff to proactively monitor and help manage their voice network resources and performance.
Provisioned, configured, and maintained enterprise voice network monitoring solutions for Carousel Managed Services clients.
Acted as a liaison between Carousel Network Operations Center technicians and engineers, and client IT and telecom staff.

Voice Network Specialist

Confidential

Responsibilities:

Executed day-to-day technical operations in a Central Office/NOC environment supporting the following client systems: Avaya Communication Manager, Lucent 5ESS, Avaya Call Management System (CMS), Tandberg and Polycom video teleconference equipment (VTC), et al.
Ensured availability, and security of telecommunications systems and network equipment by applying software patches and updates, and verifying compliance with local and Department of Defense policies.
Managed trouble ticket queue and provide next-level support to field technicians.
Served as telecommunications subject matter expert and advised client counterparts and management on technology and policy matters related to voice network operations.
Trained and mentored junior team members; some now colleagues and peers.

Voice Network Technician

Confidential

Responsibilities:

Performed moves, adds, and changes of telecommunications services.
Engineered the integration of an Enhanced 911 system into the existing telecom infrastructure of Robins Air Force Base.
Collaborated with an interdisciplinary team of data network, server, and security engineers to establish a VoIP test-bed with an eye toward eventual network convergence.
Managed teams of technicians on critical installs and implementations of end-user systems.

Customer Service Technician

Confidential

Responsibilities:

Planned, installed, programmed, and repaired Avaya PBX and key telephone systems.
Provided pre-sales engineering support to sales staff.

Customer Service Technician

Confidential

Responsibilities:

Designed and managed the hardware implementation of a fixed wireless broadband metropolitan area network for a regional rural Internet Service Provider (ISP).
Planned, installed, programmed, and troubleshot small business telephone systems.

Signal Support Systems Specialist

Confidential, NC

Responsibilities:

Ensured the safe and effective installation, operation and maintenance of secure tactical communication systems.
Safeguarded and controlled distribution of communication encryption keys and keying equipment.
Provided and advice to communication systems end-users.