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, Orlando FL

Responsibilities:

• I am responsible for all trouble tickets that come from the Avaya CMS based call center. I work from a service desk ticketing system, I help end users over the phone or by email to solve their trouble with their phones, voicemail logins or any other trouble they may have. After assigning special features to some phones I show the end user how they work.

Confidential, Harrisburg, PA

Avaya Specialist

Responsibilities:

• I was responsible for the turn up for over 75 PRI’s I was in charge of all things that involved the Avaya CM S8800 servers, clearing alarms, changing out bad cards and reprogramming them. I made sure all trunk groups were working as they should.

Confidential, Atlanta, GA

Telecom Specialist

Responsibilities:

• I was in charge of 4000 person restack project. Reprogrammed all stations using Avaya ASA emulator and a S8800 PBX. I programmed all 9600 series phones and set up all Octet voicemails. I also did CMS admin work changing and adding agents, adding sklls/splits vdn vectors. I did the day to day MACD work for the call center and the Office Towers.

Confidential, Georgia

Telecom Specialist

Responsibilities:

• Implementation, design and turn-up of Avaya S8710 with twenty-two port networks and 20,000 end users using communication manager 4.1. I work in a secure data center performing the following duties:
• 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 T-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 &T support.
• Served as a liaison between vendors, customers, and other appropriate support groups during an outage.

Confidential, NC

Telecom Analyst / Specialist

Responsibilities:

• Utilized Server Center Ticketing System and in house applications for order and problem tracking
• Worked with internal and external business units as well as vendors ( Confidential &T, Confidential, Confidential Business, Sprint, etc.) for the coordination of equipment (BCM 50, Nortel Option 81, ICS key Systems, Cisco Routers, and service installation.
• Held daily and weekly budget and status meetings for preparation of projectile forecast
• Maintain database of all Delhaize America 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:

• Responsible for overall voice reliability, remote PBX and AUDIX administration.
• 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:

• Responsible for gathering, analyzing, and reporting performance data, monitoring activities across the system architecture.
• 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
• EC500
• 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
• S8700 19 inch rack mounted dual server Admin using ASA or Emulation
• MAP 100 centralized audix and system admin
• 4years of CMS
• 6 years of Ecas
• 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 T-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 ads and change support on British Telecom Turret system.