SUMMARY

• Successful information technology professional with extensive experience in telecommunications.
• Proven achievements in time management providing hands - on guidance with server/client-based systems, router protocols, telecommunications, and software applications.
• Team oriented with excellent interpersonal communication skills.
• Installed CMS 5.1.2 Linux Unity Software.
• Installation, upgrade, maintenance, managed and repairs to Avaya G1/G3, 8300C/G700/G350 Media Gateway PBX switches
• Managed and implemented Meridian Mail, Call Pilot, CMS, IVR, CDR and Windows OS platforms.
• 17 years’ experience on Avaya, Nortel, and PBX systems.
• Oversee progress of telephony POP integration and VoIP installations.
• Provide Engineering Tier II/III Support for Avaya PBXs
• Proficient with REMEDY HP Open View, and Clarify software systems.
• Experience in installation and testing associated with network cabling including Cat.3, Cat 5, Cat.5e, Cat.6, Coax, Risers and Tie Cables.
• Ability to interpret CAD and Blueprint design drawings.
• Solid experience in complete pre-cabling preparation, installation of patch panels, punch down 66/110 blocks, 110-patch panel, and various data and voice jacks.
• Install, terminate, and test all forms of communication cabling.
• Training designed to support role-based training for both Avaya and Nortel customers and employees.
• Training conducted Confidential customer premise as well as Confidential Avaya and Nortel Training Centers.
• Responsible for support of multiple Telephony products, applications, implementations, training and networking solutions.
• Observe OSHA and local safety regulations.

PROFESSIONAL EXPERIENCE

Confidential

Lab Management Engineer

Responsibilities:

• Fully managing all Vendor Equipment, Software Services and resources in the labs (including Vendor Personnel, lab testing tools and related resources).
• Following the Financial and Operational Responsibilities Matrix for all in scope lab services.
• Assisting customer and designated third parties in connection with lab related engineering and Project management activities.
• This may include 7/24 support for issues requiring lab production support.
• Develop and maintain Vendor engineering and product documentation in cooperation with the customer and designated third parties.
• Development of lab testing requirements and related engineering packages such as high and low level design documents and lab certification documents.
• Provide services to support customer lab products for Change Management, Configuration Management and Release Management.
• Lab Incident Management will be reactive, but will include daily health checks.
• Provide Low Level configuration documentation, detailed test plans, and certification results (including Equipment and Software configuration changes and updates to engineering guidelines and templates) to customer as requested.
• Maintain the lab in a neat, orderly and safe work environment.
• Ensure that all products in the lab are included in the appropriate configuration databases.
• Develop detailed test scripts in compliance with high and low level engineering design and test objectives.
• Conduct tests and document results.
• Support customer technology groups’ lab activities, including the testing of various adjuncts and Third Party Contractors designated by customer.
• Provide weekly updates to customer of the status of each lab related project or initiative.
• Support proof of concept efforts on new technologies and services related to new and existing products

Confidential, Georgia

Telecom Specialist

Responsibilities:

• Mounted and installed all hardware in all G-650 cabinets.
• IP addressed all CLAN’S, MEDPROS and IPSI circuit packs and completely built out all cabnets
• Worked with all outside vendors for ordering of supplies and the receiving of all Avaya equipment.
• Worked with Avaya software specialists to ensure that all translations were accurate.
• Performed multiple MACD’s for all users on the military base.
• Turned up multiple Confidential -1’s and PRI’s.
• Performed end user support on ISDN phones.

Confidential, Durham, NC

Telecom Specialist

Responsibilities:

• Performed in-depth problem determination and resolved more complex configuration problems based on service line supported.
• Responsible for understanding and reviewing action plans for planned and unplanned changes to supported network/infrastructure.
• Updated tickets in accordance to Service Level Agreement requirements, escalating as necessary to higher level of support based on severity.
• I have a working knowledge of voice premises and voice networking, and/or VOIP concepts to support remediation/restoration of simple to complex network issues within committed service levels.
• Avaya S8700 remote trouble and vendor support; Cms remote support.
• Open trouble tickets with Lec’s
• Cleared alarms on all systems that Confidential & Confidential support.
• Served as a liaison between vendors, customers, and other appropriate support groups during an outage.

Confidential, Salisbury, NC

Telecom Analyst / Specialist

Responsibilities:

• Utilized Server Center Ticketing System and in house applications for order and problem tracking
• Held daily and weekly budget and status meetings for preparation of projectile forecast
• Maintain database of all Confidential phone and data line information for over 3700 grocery retail sites
• Avaya S8700’s remote Admin and Audix MAP 100 system admin for DO sites.
• CMS and Ecas reports for corporate offices

Confidential, Nashville, Tennessee

Remote Voice Technician / Help Desk Voice Technician

Responsibilities:

• Used Remedy trouble ticket system to create work orders for voice problems
• Remote programming and troubleshooting of AVAYA G3R Prologic and S8700’s
• Remote administration of MAP100 Centralized Intuity Audix voice mail systems
• Program and administer of ADTRAN 750 channel bank
• Programming and troubleshooting of ATEB IVR systems
• T1 and PRI voice conversions
• Building of trunk groups
• Troubleshoot POP room problems with on-site technician
• Walk on-site tech through needed cross-connects on 66 and 110 blocks
• Dispatch vendors to customer site for necessary on site problem resolution
• Walk on-site tech through problems while on customer site

Confidential, Atlanta, Georgia

Communications Specialist

Responsibilities:

• Maintained daily operation of corporate voice networks environment totaling 20+ Avaya Definity G3r and S8700’s PBX’s and over 7000 end users.
• British Telecom Trading Turret System 500 seat floor MACD and system admin
• Troubleshot system problems on multiple communication platforms and applications including Avaya Definity and other PBX systems.
• Centralized Intuity Audix voice mail systems
• Ensured availability and reliability of voice, data, signaling, and connectivity within the corporate network.
• Interfaced with vendors and carrier in the support of the existing enterprise as well as in support of growth and development of business. 20 vendors
• IP Office Install 403/406 VOIP switch, Voice mail pro management
• Cross connects from port to station on MDF And Station to stationin IDF
• Complete understanding of 8400 and 6400 series phones. making RJ11 and RJ 45 Cables
• IP soft phone all button programming on 84's and 64's
• Adtran CSU/DSU 120's and 550's programming.
• NICE logger voice retrieval
• Programming of C-LANboards
• IP Office Install and system admin
• Mutilteck VOIP box admin
• S inch rack mounted dual server Admin using ASA or Emulation
• MAP 100 centralized audix and system admin
• Uninstall of Prologics phone switchand re-install of IP Office
• 10 years of NICE CLS/control/supervision/monitor
• 10 years of Avays G3R switch 4 cabinets
• Turn up of Confidential -1's and PRI's data and voice
• Work inside POP rooms understanding sonic rings, life span, DS3's, OC 48's
• Used Otis/Magic ticketing system
• Weekly 50 to 100 person MACD in 12 story tower and 500 seat Trading floor
• 24/7 on call, worked from home used VPN to access Confidential network.
• Used Bellsouth FlexServ cross connect system

Confidential, Atlanta, Georgia

Communications Analyst

Responsibilities:

• Measured, monitored, and managed telecom system performance.
• Coordinated activities of outside vendors.
• Provided front line telecom support and training to internal users.
• Assisted and supported the Help Desk with telephony applications.
• Provided audio playback on Nice logger system in support of trading operations.
• Performed move adds and change support on British Telecom Turret system.