SUMMARY

• I am a solutions focused, team oriented Incident Manager that has managed people and incidents with the ability to work as an experienced Avaya Voice Engineer or Systems Administrator.
• I am known to provide excellent customer service, use my soft skills and my troubleshooting skills that prove my ability to successfully analyze critical support requirements, I can identify failures and provide resolution.
• I provide and support a positive work environment. I can work independently without supervision and also enjoy being engaged in team oriented situations being able to collaborate and learn.
• Can manage incident resolution from initial occurrence to successful outcome.
• I have project management experience by assisting management in developing project scopes and schedules for solutions initiatives.

TECHNICAL SKILLS

Microsoft Office: Word, Excel, Visio, Outlook, Teams, Edge, Power Point, One Drive ServiceNow, SharePoint Active Directory Zoom, Skype, Slack

Monitoring Tools: MSP, Meraki, VNC, Orion, SolarWinds, Aruba, Okta Verify Admin, SSCM, Wyse Management Avaya Aura Avaya One - X Avaya CMS Supervisor Avaya Experience Portal

Avaya Legacy PBX Platforms: G3, S8300, S8500, S8700 AVST (Voice Mail)

Avaya Legacy Voicemail Platforms: Definity, Intuity, LX & Modular Messaging Avaya Media-Gateways Avaya Contact Recorder Avaya VDN, Vectors, IVR’s EOM Oracle BoldChat, In-Contact

Legacy Nortel PBX Platforms: Meridian Option 11, 21, 51, 61 & 81 Legacy Nortel Voicemail Platforms · Meridian Mail Nortel Call Pilot

Legacy Rolm/Siemens Platforms: Comdial Phone Systems, Aspect Systems VMWare, Linux/Unix · Windows, CISCO Voice, SIP Trunking

PROFESSIONAL EXPERIENCE

Confidential - Phoenix, Arizona

Technical Analyst

Responsibilities:

• Provide support for hardware, software, equipment issues, and maintenance for desktop systems.
• Engage all appropriate support teams to incident.
• Assist with development of Knowledge Base incident process documentation in Service Now.
• Involved in performingdiagnostic actions to determine solutions and workarounds.
• Follow SLA guide lines as well as isolating problems.

Confidential - Phoenix, Arizona

IT Operations Manager

Responsibilities:

• Provided Leadership, Management and Accountability for Confidential staff.
• Worked with Practice Engineers to operationalize products/services.
• Manage 24/7/365 administrator work tasks (monitoring, requests, incidents, projects) using ServiceNow.
• Provide on-call escalation support for P1 and P2 incidents. Incident management.
• Write and update Knowledge Base articles, runbooks for Confidential and Engineering staff.
• Drive process improvement within the Confidential and ensure SLAs are consistently met.
• Developed tools, procedures, training sessions, skills and capabilities for Operations staff.
• Perform Process & Standards Management.
• Accountable for Asset Management, Incident & Problem Resolution & Event Management.
• Responsible for Operations Transition.
• Data Center Administration for 3 locations. Perform client and potential client tours.
• Present Confidential changes and outages to weekly CAB (Change Advisory Board).
• Meet with and/or communicate with clients and vendors.

Confidential

SR Team Lead

Responsibilities:

• Ticket triage on tier 2 incidents and alerts. Escalate to engineering teams and management.
• Monitor systems and alerts in monitoring tools: (SolarWinds MSP, Orion).
• Performed scheduled OS installation, patching, systems installations and upgrades, System provisioning as requested.
• Asset management and tracking.
• Coordinate Confidential changes and outages for CAB (Change Advisory Board).
• Support Client Domain Services. Oversee data storage and retrieval systems.
• Write and update Knowledge Base articles, runbooks for Confidential and Engineering staff.
• Mentor and provide skill development for Confidential administrators.
• Developing tools, procedures, and training sessions for Operations staff.

Confidential

Systems Administrator

Responsibilities:

• Provide support to an Avaya call center deployment that has multiple locations throughout the United States as well as telecommuter agents.
• Troubleshoot and resolve tier 2 and 3 incident tickets. Perform MAC work, build/update Vectors, VDN’s, IVR’s per client request.
• Assisted with Confidential Project Manager on project delivery.
• Asset Management
• Perform daily health checks across the entire Confidential infrastructure.
• Create and maintain detailed documentation on call flows, toll free numbers, agent ID’s and extensions for client.
• Update and create end user documentation and engineer self-help Knowledge Base articles.
• Participate in a weekly on-call rotation.
• Collaborate with other internal teams to support the day-to-day operations of the voice/ Confidential network.
• Trained client’s Service Desk on Avaya tier 1 troubleshooting.

Confidential

Solutions Engineer

Responsibilities:

• Supported Avaya call center deployment that has multiple locations throughout the United States as well as telecommuter agents.
• Troubleshoot and resolve tier 2 and 3 incident tickets. Perform MAC work, build/update Vectors, VDN’s, IVR’s per client request.
• Responsible for any small to medium sized projects or proof of concepts.
• Participated in any contact center related designs, changes to day-to-day operations.
• Asset Management of Avaya hardware, including hard phones, as well as system licensing.
• Perform daily health checks to Confidential infrastructure.
• Create and maintain detailed documentation on call flows, toll free numbers, agent ID’s and extensions for client.
• Update and create end user documentation and engineer self-help Knowledge Base articles.
• Collaborate with other internal IT teams to support the day-to-day operations of the Voice/ Confidential network.
• Participate with on-call rotation. Provided support for scheduled off hours/weekend RFC work.
• Provide technical recommendations for changes (RFC’s) or new technologies across the Confidential environment for all clients.

Confidential - Colorado Springs, Colorado

Global Triage Manager

Responsibilities:

• Provide rapid response to all actionable P1/P2 alerts, queue management for data and voice network incidents.
• Performeddiagnostic actions to determine solutions and workarounds.
• Assist with development of incident process documentation, incident reports and Change Management Requests.
• Provide call leadership assisting in coordinating bridge calls to conduct in depth technical troubleshooting for restoral of service on priority incidents.
• Performed remote Legacy PBX Voice and VOIP administration for break/fix for call center environment. Support to client’s Vectors, VDN’s, IVR’s.
• Adhered and prioritized issues based on SLA guide lines per client contract. Vendor Management.
• Isolate problems and provided appropriate hardware, software andvoice transmission solutions.
• Performed technical support for new applications; updating applications and firmware.
• Prepared management and resolution summaries. Provide root cause analysis data on incidents.
• Performed system infrastructure support, platform consolidation and password maintenance.
• Provided escalation support for other engineering teams.Participated on 24x7 on-call rotation.
• Performed Legacy PBX and Voicemail System Administration.
• Provided appropriate hardware, software and voice transmission solutions.
• Provided Incident Reports on all P1 outages. Performed Change Management Requests.
• Performed system infrastructure support, platform consolidation, password and modem maintenance, network and switch mapping, time of day maintenance and area code maintenance.
• Support to client’s Vectors, VDN’s, IVR’s.
• Assisted Account Delivery Manager with project delivery. Participated with 24x7 on-call rotation.
• Provided Legacy Confidential Move, Add & Changes (MAC) support.
• Interfaced with Confidential vendors and service providers to assure customer received optimum performance.
• Backup to team lead and managed and delivered small projects.
• Provided remote and on-site training to end users and trained new employees.
• Worked collaboratively with internal and external teams to ensure successful project outcomes.