SUMMARY:

• 16 years as an Ayaya Voice Engineer specializing in Avaya Legacy TDM, VOIP PBX. Avaya Cummunication Manager Including SA8xxx servers.
• Intuity/Audix, Modular Messaging, Octel voicemail CM Voicemail and CentreVu Call Management System, including vectors. vdn’s and hunt groups
• Experience in telecom billing reconciliation using cd - rom and web based billing programs by Confidential, Confidential &T & more.
• As a Customer Service Supervisor, I managed a 40 seat call center.

PROFESSIONAL EXPERIENCE:

Confidential, Morristown, NJ

Telecommunications Analyst

Responsibilities:

• Provide technical voice support to the Life Cycle Management Project Managers in support of projects and complex MACD tickets
• Interface with Avaya business partners and Confidential &T project managers on a daily basis in order to ensure design and engineering requirements are meeting client expectations.
• Provision Confidential &T T1’s to meet customer requirements. (NFAS, MEG 8, SDN, etc.)
• Programming of Avaya Platform Communication Management Servers i.e. S87XX, S8500, Media Gateways as well as Avaya / Octel VMX Voicemail Systems and Avaya Intuity Voicemail systems.
• Program and design most aspects of the Communication Servers, i.e. VDNs, Vectors, ARS etc.

Confidential, Princeton, NJ

Telecommunications Analyst

Responsibilities:

• Maintain day to day operations on the Avaya TDM and IP PBX and Voicemail
• Proactively monitor the health of the Avaya TDM and IP PBX and Voicemail
• Review status logs, diagnose errors, track history, and escalate to vendor
• Perform trunk tests and analyze traffic.
• Provide reports on trunk utilization and call volume
• Manage route programming
• Program stations, trunks, and complex call coverage
• Troubleshoot user problems.
• Oversee hardware and software upgrades

Confidential, Woodbridge, NJ

Telecommunications Analyst

Responsibilities:

• Administer Avaya Intuity/Audix Voicemail for 14 US locations and 7 Puerto Rico locations. (MAC’s)
• Administer Octel Voice mail for 1 US location. (MAC’s)
• Provide PBX and Voicemail support to other locations when necessary.
• Respond to operational issues logically and methodically.

Confidential

Responsibilities:

• Recommend tactics to resolve problems and recover service with minimal or no interruption to clients.
• Complete e-setup requests for moves, adds, and changes within 24 hours.
• Complete Remedy tickets within 24 hours.
• Maintain accurate documentation of all moves, adds and changes in the Access database.
• Deliver first class service to internal clients.

Confidential, Paramus, NJ

Senior Telecommunications Analyst

Responsibilities:

• Support the existing telecommunications infrastructure
• Assist in design/deployment of voice communication solutions
• Coordinate installation of new voice circuits and circuit upgrades
• Troubleshoot voice system equipment and circuit problems
• Work with accounts payable to verify the accuracy of voice communications expenses and resolve any disputes by reviewing all carrier voice bills including; Local Exchange Carriers (LECs) and Long Distance Carriers across Kessler’s 140 locations.
• Track changes against all monthly provisioning activities.
• Reconcile bills against internal site information and contracts.
• Coordinate, and consolidate all billing with the various carriers and Kessler.
• Suggest ways to reduce voice communications operating costs while extending service.
• Document and maintain Kessler voice data base, communications systems and circuit inventory.
• Manage the Kessler Rehabilitation Voice Help Desk to provide
• All moves, adds and changes for voice services.

Confidential, Woodbury NY

Telecommunications Analyst

Responsibilities:

• Prepare for the installation of a new Avaya G3 PBX by performing the following duties.
• Assess the needs of each end user (Type of voice terminal and programming needed)
• Program voice terminals to meet the needs of each end user
• Cross connect from riser to voice terminals
• Install and rewire jacks as necessary
• Locate and disconnect all lines not in use
• Corroborate floor plans with physical location to insure accurate site documentation

Confidential, Bridgewater, NJ

Telecommunications Administrator

Responsibilities:

• Provide telecommunication support, and services (T1, ISDN, DSL, POTS, Wireless, Pagers, Calling cards, etc.) to 14 Brother facilities in the United States, and 70 telecommuters.
• Provide support and services specializing in Avaya (Lucent Technologies) Definty G3 PBX, Intuity/Audix, CentreVu Call Management Systems, and Dytel Integrated Voice Response Systems
• Maintain inventory of equipment: wiring, switches, and usage
• Complete/Manage projects for new service (T1, ISDN, DSL, POTS, Wireless, Pagers, Calling cards, etc.)
• Determine appropriateness of moderate equipment changes or modifications
• Coordinate installation of communications circuits (T1, ISDN, DSL, POTS, etc.)
• Design, develop, and test telecommunications software solutions with appropriate vendors and/or consultants
• Design, develop, and test vector solutions
• Provide of the telecommunications features and functionality of Avaya (Lucent Technologies) G3 PBX, Intuity Audix, and CentreVu Call Management System.
• Prepare instructions and guidelines on telecommunications systems of Avaya (Lucent Technologies) G3 PBX, Intuity Audix, and CentreVu Call Management System
• Audit, analyze and manage billing, comparing alternative LEC rates to identify ways to reduce ongoing costs
• Consolidate billing systems and accounts
• Research and recommend new technology to support growth
• Liaison with telecommunications companies and consultants
• Incremental and monthly backup of Voicemail and CentreVu (Call Management System)
• Daily translations save of G3PBX
• Daily proactive monitoring of G3PBX, Intuity Audix, and CentreVu (Call Management System)

Confidential, Bridgewater, NJ

Customer Service Supervisor

Responsibilities:

• Monitor and evaluate staff or 40 Customer service representatives.
• Meet operational and financial standards.
• Oversee for all call center staff
• Maintain accepted answer call level.
• Produce weekly and monthly call center statistics
• Maintain weekly sales initiatives
• Develop rapport with customers, resolving customer service issues.
• Enhance delivery service, and implementing and improving systems.
• Ensure timely and accurate handling of all orders, credit issues and deliveries.
• Interact with other departments to ensure complete customer satisfaction.
• Coordinate marketing, sales and product promotions for the product line with the direction of sales.

Confidential, Bridgewater, NJ

Customer service Representative

Responsibilities:

• Responsible to provide response to customer telephone inquires regarding product support, and troubleshooting. Provide parts identification, on-line order entry and pricing in the sales/support of laser, dot matrix, and daisy wheel printers, word processors, typewriters, fax machines, and multi-function machines.

Confidential, Clark, NJ

Customer Account Coordinator

Responsibilities:

• Responsible to provide problem resolution and account discrepancy research.
• Trace and track all orders including custom and long-term.
• Heavy interaction with field staff and shipping/receiving department
• Responsible for 50+ accounts, primarily in the food service industry, such as ARA.
• Selected member of “High Performance Work Team" to expedite problem resolution.
• Decision-making responsibility for credits, adjustments, and chargeback’s.
• Maintain customer relations with high-volume specialized-needs accounts