PROFESSIONAL SUMMARY:

• Highly energetic, tenacious, self - starter who possesses outstanding verbal / written communication skills. Very passionate about improving my acquired skills through additional data network ; superb organizational abilities, goal and time-line driven. Excellent start-up professional, who will thrive in any fast pace environment.

PROFESSIONAL EXPERIENCE:

Installation/Service Technician

Confidential, Jacksonville, Fl.

Responsibilities:

• Performs reconnects, requested and non-pay disconnects, and changes of service, while adhering to: SBCA procedures and safe work practices in order to provide (or remove) services to the customer base
• Proficient using small hand tools and larger power tools
• Comfortable working on a ladder and all heights
• Install all types of CAT5/CAT6 drop wire / connectors on CAT5/CAT6 drop wire
• Trouble shoot IP issues from any telecommunications demark to customer premise equipment
• Successfully install all ancillary equipment provided to TV subscribers
• Identify Fiber Connectors and Telecommunication color code
• Configure, customers PC for successful internet operation
• Test and tone all drop wires from equipment room to end user location
• Work with or without direct supervision
• Willing to work On-Call Schedule rotations

Confidential, Jacksonville, Fl.

Manager Technical Field Services

Responsibilities:

• Responsible for planning, organizing, and directing all aspects of the Technical Field Services group within the Jacksonville, Fl. area with respect to KEY, PBX & VoIP installation projects. Coordinate various voice maintenance contracts / Service Level (SLA) Agreements with our regional Sales team, as well as supporting customer’s onsite major (MAC) moves, adds, and changes of managed hosted voice / data solutions via Confidential &t network. Proficient on Microsoft Office Suite: Excel, Visio, Power Point, Work and Project.
• Daily management role also includes allocating the area’s daily workload for fifteen (CPE) Customer Premise Equipment (ST) System Technicians who are engaged with the installation, rearrangement, removal, and/or repair of inside wiring terminations / fiber connectivity into Cisco edge routers / network LAN switches, digital smart jacks. Testing activities Confidential the customer site serving POTS, Special Services Designed Services (Hosted Voice Solutions), Data Services (Giga Power) & Wi-Fi access points.
• Identify and remove roadblocks to safe guard efficient performance by technicians. Work closely with Field Engineering & Dispatch team members to ensure that work is effectively assigned to skilled designated / certified technicians.
• Address and resolves customer invoice disputes and all service related complaints from customer base. Ensure all job functions are performed in a timely manner to meet customer expectations and company matrix guidelines. Utilize Management Systems & Operational Control (MSOC) techniques to manage employee efficiency, performance, and customer service.
• Possess excellent customer interaction and confrontation skills with strong performance & management skills Confidential all times to ensure the delivery of a consistent message of expectations to assigned customers.

Confidential, Morristown, New Jersey

Professional Network Support

Responsibilities:

• Sub-contracted to Confidential &T to provide remote support of an IBM “VoIP Maintenance Contract” within an Avaya Enterprise infrastructure. Expert in Configuring & Managing Centre Vu, Call Center Vectoring, Telecommuter, Dial-Plan, Automatic Route Selection, Analog, Digital Trunk/Station parameter changes on several Communication Manager platform within a Core Hub/ESS/LSP solution. Familiar with the maintenance & management of S8720, S8500 and S8300 servers within a G650, G700 and G350 Media Gateway configurations over OC-3, DS-1, ATM, TDM and IP Trunking.
• Configure Q-Signaling (QSIG) trunk protocols for communication between remote facilities and CORE sites for centralized voice mail operations. Manage Customer Relationship Management (CRM) capabilities across multiple sites within the U.S.A. Trouble-shoot & analyze LAN/WAN network performance via Avaya Integrated Manager (IM). Manage & support & backup Call Center wave file announcements via VAL Manager Server. Well versed with CDR utilization reports, traffic flow analysis, Layer 2 & 3 transmission techniques and various VoIP transmission protocols.
• Provide technical guidance and exhibit excellent managerial and leadership skills to the Confidential &T Voice Services Department. Address and resolve all escalated Out Of Service issues referred from Confidential &T Helpdesk. Ensures that all aspects of our roles and responsibilities are performed in a timely fashion to meet customer and company agreed Service Level Agreements per Maintenance Contract.
• Manage remote technicians who are engaged in the installation, maintenance, provisioning, dispatch, and testing activities Confidential customer sites for various types of voice services ranging from: POTS, Data Services, Special Services, Designed Services, Voice Over IP Services. Specialize in AVAYA TDM and IP HUB/Gateway Design - Voice Switches, Modular Messaging, CMS, AES Servers and Voice Network/Circuit.
• Review and implement system software programming, physical installation of telephone sets and softphones, implement Call Center options (VDN / Vectors).
• Implement Voice system changes and updates including Firmware and Service Pack Upgrades and Network changes. Break Fix -Voice Switches, Modular Messaging, CMS, AES Servers, Station issues, Call Center issues, 800# issues and voice Circuit issues.
• Conduct scheduled Voice systems security precautions including self-audits & toll fraud prevention.

Confidential, Baltimore, Maryland

VoIP Network Analyst

Responsibilities:

• Sub-contracted to Confidential, Inc. to assist with their planning, designing installation and maintaining an Avaya VoIP telecommunications network and Call Center Expert Agent Selection application (EAS).
• Managed an enterprise which was comprised of a Core Hub Data Center with redundant Dual S8720 Call Processing Media servers and six G650 Media Gateways. Remote sites have S8500/ S8300 Enterprise / Local Survivable Call Processing Media Servers with G650/G700/G350 Media Gateway’s via H.323 protocol using a mixture of 2500 analog, 2420 digital, 96xx and 46xx series IP telesets.
• Oversee the deployment of Avaya Processor Media Servers / Avaya Media Gateways together with Avaya MultiVantage Software & Avaya IP Telephones deliver many advantages of IP telephony over an existing enterprise data network while integrating voice and data communications with computer systems to provide complete systems integration solutions.

Confidential, Edison, N.J

VoIP Telecommunication Consultant

Responsibilities:

• Sub-contracted to provide senior technical guidance to Orange Business Services (OBS) IPT Implementation Team, supervised 15 System Administrators on the Avaya CM5.0 VoIP platform via an Confidential &T furnished (MPLS) Multiprotocol Layered Switching backbone.
• Responsible for planning, directing and organizing all operations with respect to installation and project support, MAC’s. Assist their customer Universal Music Group (UMG) with the installation and management of an ongoing project to transform legacy Avaya PBX / Octel systems into a Converged VoIP Telephony ESS/LSP (Enterprise Survivability Server/ Local Survivability Processor) platform in conjunction with dual S8720 Core (Linux OS) hub servers.
• Coordinate system-wide administration within an array of Avaya Modular Messenger Voicemail servers (single MSS 6500 user, dual MAS 59 port). Ensure various daily system reports on Communication Manager (CM) & Modular Messenger (MM) and Centre Vu (CMS/Unix OS) servers are provided to upper management on a weekly basis.
• Pre-program system backups on the Avaya MM, CMS & CM platforms nightly. Advise telecom analysts who are responsible for placing Telco orders w/local & long / distance vendors to install/turn-up/test newly installed digital and analog circuits within new Universal Music Group (UMG) facilities. Create & maintain all OBS Site Design & Low Level Documentation. Cairo, Egypt based Technical Operations Center engineers provide remote fault management services for Universal Music Group.

Confidential, Tampa, Florida

VoIP Network Support

Responsibilities:

• Coordinate & perform Adds, Moves and Changes on several Communication Manager platforms from S8700, S8500 and S8300 servers with either G650, G700 or G350 Media Gateway configurations which are the foundation for building complete enterprise communication networks by supporting Distributed Communications System (DCS) and Q-Signaling (QSIG) protocols over TDM, ATM or IP networks to provide centralized voice mail, attendant operations, and Customer Relationship Management capabilities across multiple sites.
• Create client reservations within the Avaya Client Reservation Server and use their Workstation Application to perform diagnostic trouble-shooting techniques when reported problems occur within the S6200 Conference Bridge server. Analyze network performance with the use of Avaya Integrated Manager and Fault Management servers when there has been a report of degradation in VoIP performance within the enterprise nodes. Capable of programming call center applications via inbound DNIS digits which are converted to (VDN) Vector Directory Numbers pointing to vectors, where LAI and BSR commands are programmed using enterprise internal dial plans via AAR.
• Maintain backups on all mentioned telephony equipment by either file transfer process of important system data to a network server or onto the existing servers hard drive or some other type of media storage device (DAT tape / Type II DVD RAM disc). Monitor trunk usage and call volume reports. Perform test/turn-ups with vendors on newly installed DS-3 or T1 circuits. Responsible for tracking project objectives, managing project schedules, budgetary plans and adherence to Sarbanes-Oxley and other regulatory agencies.

Confidential, Washington, D.C

Principal Telecom Architect

Responsibilities:

• Provide Telecommunication guidance and operational management to the Department of Homeland Securities, Immigration Customs Enforcement Headquarters sector. Design and manage telecommunications projects as needed for Immigration Naturalization Services (INS) facilities and area organizations, including travel to those locations to conduct site surveys, participate in project meetings, monitor installations and address post-installation issues.
• Furnish technical advice on telephony, regulatory initiatives and general telecommunication services that support INS business applications.
• Create life cycle program to replace their antiquated voice systems and managed a project to condense independently functional key systems within co-occupied locations throughout the U.S.A. into individual Private Branch Exchange systems. Work closely with government/vendor related Telecom maintenance contracts.
• Manage budgetary objectives for all voice telecommunication equipment and networks while providing upper management departmental oversight reports and supervise the daily operations of the Telecommunication Support Group.