SUMMARY

• Advanced Solutions Architect/ Sr. Voice and Data Engineer with extensive management, operational, and technical expertise demonstrated across multiple industries including telecommunications, managed services, financial services, healthcare, and manufacturing. Including but not limited to all VoIP, SIP, Unified Confidential and Enterprise Voice platforms.

PROFESSIONAL EXPERIENCE

Avaya (ASA) Advanced Solutions Architect

Confidential

Responsibilities:

• As an Confidential my core responsibility in this role was to provide consulting to customers and business partners on integrating Unified Confidential applications with their business processes and applications. In addition to being a thought leader in the strategic design, integration and implementation of complex multi - vendor global voice communication solutions. Primary Customer was Johnson Controls.
• Avaya Managed Services was acquired by HPE in 2014. As part of the acquisition I was moved from Avaya, to HPE under the same role.
• Initially hired under contract as an Confidential to support Avaya Managed Services customer Johnson Controls. (60,000+ end-points around the globe) Within a short period of time after demonstrating my skills and abilities, I was offered a full time position with Avaya. Thus accepting the offer on 10/14.
• Responsible for all IPT infrastructure. Including architectural design solutions, documentation, modifications and upgrades.
• Designing, planning and implementation for migration from H.323 to SIP.
• Maintaining Lab and Production Environments for Johnson Controls, while following strict ITIL process and procedures.
• Incident and Change Control Management (Remedy, MATRIX)
• Supporting Day 1 and Day 2 operations. Providing design Solutions for HPE and Avaya pre-sales on new opportunities. Post-sales engineering support for day-to-day operations.
• Release Management and Security patching
• Capacity planning.
• Business Continuity and DR strategies and design solutions.
• Provided, created and enhanced sophisticated communication architectures and communicated those designs in verbal and written forms in appropriate terms to customers, partners, suppliers and implementation resources.
• Provided exceptional technical and/or analytical support to clients in identifying, analyzing, and resolving problems of moderate to highly complex business communication systems.
• Support ITIL driven standards through lab-to-production rollouts. Product pre-testing, evaluation and acceptance testing prior to production deployments.
• Senior member of the Professional Services team and as such took responsibility for client satisfaction on project deliverables.
• Interfacing directly with clients/others outside the company, recognize additional business opportunities and helps to develop them.
• Diagnosing and evaluating complex issues.
• Provide solutions to a diverse range of complex problems.
• Senior member of the Professional Services team and as such took responsibility for client satisfaction on project deliverables.
• Interfacing directly with clients/others outside the company, recognize additional business opportunities and helps to develop them.
• Diagnosing and evaluating complex issues.
• Provide solutions to a diverse range of complex problems.

Sr. Systems Admin

Confidential

Responsibilities:

• Leading a team of (4) engineers, supporting telecommunications for (149) BMC offices, and (60000+) users across the globe.
• Supporting Infrastructure projects, M&A and day to day support for Telecommunications.
• Leading migration from legacy PBX to Unified Confidential platform.
• Integrating BMC platforms to leverage current investments and deliver a full featured experience to users.
• Reducing Telecom expenses through maintenance/billing review and analysis, in addition implementing Least Cost Routing. Reductions in maintenance leading to 40% reductions in annual maintenance with Avaya.
• Flattened Global Telecom to (5) cores globally, and brought Telecom in line with Enterprise solutions architecture. Reducing cost by 33% annually.
• Leading projects for Lync Enterprise Voice and Avaya CTC Integration.
• Responsible for providing strategic and technical direction as well as developing enterprise standards and solutions for the client telecommunications infrastructure, systems, and voice applications to meet emerging business needs for BMC.
• Managing daily telecom operations which include telecom expense management, service level reporting, vendor and support contract management.
• Leading the Enterprise Telecommunications support team in the planning, configuration, implementation, optimization, support, and maintenance of all telephone systems and services, voicemail and PBX communication systems, and video conferencing environments.
• Migrating BMC’s Legacy infrastructure to UC Enterprise Voice Platform.
• Manage the day-to-day operation of the Enterprise Telecommunications support team and Service Request/Incident queue.
• Motivating team to work together in the most efficient and cohesive manner, mitigating team conflict and communication problems. Coaching, mentoring, and developing staff, including overseeing new employee on boarding and training IT support teams in preparation of UC support.
• Manage and administer telecommunications infrastructure and its associated software, including PBXs, VoIP, call management systems, voice mail, interactive voice response, and other telephony or network applications.
• Develop long-range telecommunications development plans in accordance with the IT strategic plan.
• Design and oversee telecommunications projects to improve or expand the current infrastructure.
• Prepare telecommunications budget recommendations.
• Develop, implement, and maintain policies, procedures, and training plans for telecommunication systems administration and appropriate use.
• Work with end users to establish service level agreements based on customer requirements.
• Administer add, move, and change requests from end users as well as new line installations.
• Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.
• Assess need for system reconfigurations.
• Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. Generate telecommunications usage and inventory reports.
• Research emerging products, services, protocols, and standards in support of telecommunications equipment procurement and development efforts. Interact and negotiate with vendors, outsourcers, and contractors to secure products and services.
• Administer contracts for telecommunications equipment and services. Oversee and implement the acquisition and installation of telecommunications equipment.
• Collaborate with other technical staff to ensure the proper installation of cabling, wiring, and other electrical hardware. Provide on-call technical support.
• Manage multiple telecommunications projects concurrently.
• Plan projects and identify project scope and resources; recommend project budget and spending plan.
• Identify potential risks and design strategies to mitigate or avoid them. Monitor and track project progress. Recommend changes to project plan in response to unforeseen changes or unexpected results.
• Manage project resources and budget.
• Coordinate the testing, installation and implementation of system modifications.
• Provide technical direction and leadership to less experienced team members.
• Ensure proactive monitoring and alerting systems are in-place for critical components of the telecommunications infrastructure.
• Develop performance metrics and quality criteria to ensure superior uptime and reliability.
• Establish and provide monthly reporting on uptime and availability metrics for the services being monitored.

Senior Engineer

Confidential, Richardson, Texas

Responsibilities:

• Engineering support for Cisco, Nortel and Avaya presence enabled (UC) Confidential and collaborative systems including IP telephony (IP PBXs), instant messaging (IM), audio, video and Web conferencing, providing a consistent, unified user quality of experience over any device (Blackberry or Smart phone), anywhere, anytime - whether fixed or mobile.
• Engineering support for Hosted Call Center Solutions for both TDM and VoIP services.
• Responsible for applying analytical and problem-solving skills to validate, verify, communicate, and resolve system/software application issues through system testing to ensure stable, reliable and validated implementations meet and satisfy end user/customer requirements.
• VoIP Engineering Design to aid in the development of the Verizon Business Retail Voice over IP product offerings.
• Provide High Level and Low Level Design documentation for Cisco, Nortel and Avaya Unified Communication Products.
• Interact with Product Development, Marketing and other engineering IT teams to gather network requirements to ensure designs are tested and rolled to production within 3 months of vendor’s general release.
• Document call flows, track defects, perform test coverage analysis and aid in troubleshooting lab and field issues with Voice over IP and Session Initiation Protocol (SIP).
• Support Broadsoft Network engineering requirements with consideration to SIP trunking and CPE Certification of vendor IP PBXs over Verizon’s Retail IP Network.
• VoIP Testing & certification for Cisco, Nortel and Avaya IP PBXs
• Product Support Documentation for Cisco, Nortel and Avaya
• Implementation & Configuration Guides

Sr. Systems Telecom Engineer

Confidential, Austin, Texas

Responsibilities:

• Avaya CM VoIP Platform, Modular Messaging, CMS, Call Center Express, Audix, Cisco, Juniper,
• TippingPoint, Solarwinds, VPNs, RSA, Windows Server, VMWare, Windows Office Suite, Windows
• Server Updates and Patches, Track-it Helpdesk, WireTransfer, ATMs and Building Security and
• Cameras.
• Lead Voice Engineer/ Project Manager for $650,000 VoIP upgrade from CM 3.2 to CM/AURA 5.2.
• Lead Voice Engineer/Project Manager for New Branch Locations.
• Engineering and Design support for Call Center Environments, including Member Services, Collections, Real Estate, and Loan Servicing. Building on a CMS platform.
• Engineering support with Disaster Recovery Design and Implementation.
• HP SAN support and Disaster Recovery Planning
• Backup Operations and support.
• Network Infrastructure Design, Maintenance and Support
• Documentation and Procedures
• New Branch/Office Network Implementation
• Power Backup Management & Support
• Network Monitoring - Solarwinds - Whats Up Gold
• VoIP Monitoring

Senior Engineer

Confidential, Richardson, Texas

Responsibilities:

• Engineering support for Cisco, Nortel and Avaya presence enabled (UC) Confidential and collaborative systems including IP telephony (IP PBXs), instant messaging (IM), audio, video and Web conferencing, providing a consistent, unified user quality of experience over any device (Blackberry or Smart phone), anywhere, anytime - whether fixed or mobile.
• Engineering support for Hosted Call Center Solutions for both TDM and VoIP services.
• Responsible for applying analytical and problem-solving skills to validate, verify, communicate, and resolve system/software application issues through system testing to ensure stable, reliable and validated implementations meet and satisfy end user/customer requirements.
• VoIP Engineering Design to aid in the development of the Verizon Business Retail Voice over IP product offerings.
• Provide High Level and Low Level Design documentation for Cisco, Nortel and Avaya Unified Communication Products.
• Interact with Product Development, Marketing and other engineering IT teams to gather network requirements to ensure designs are tested and rolled to production within 3 months of vendor’s general release.
• Document call flows, track defects, perform test coverage analysis and aid in troubleshooting lab and field issues with Voice over IP and Session Initiation Protocol (SIP).
• Support Broadsoft Network engineering requirements with consideration to SIP trunking and CPE Certification of vendor IP PBXs over Verizon’s Retail IP Network.
• VoIP Testing & certification for Cisco, Nortel and Avaya IP PBXs
• SNMP Trap Management & Configuration
• MIB Support Management & Alarm Generation
• Product Support Documentation for Cisco, Nortel and Avaya
• Implementation & Configuration Guides
• Feature implementation & support
• Application implementation & support
• Fraud detection
• UAT's (User Acceptance Testing)
• Test Exit Reports
• Approval/ Certification Notices
• NOC (Network Operations Support)
• Tier 3 Support
• Training
• VTM (Vendor Technical Manager) for:
• Nortel - CS1K, BCM, Call Pilot
• Aastra Rls. 12.1
• Microsoft OCS - Wave 13/ Wave 14
• Alcatel Lucent - OXE Rls. 8.0 & 9.0
• ShoreTel - Rls 8.1
• Genesys CTI & SIP
• Siemens 4K V5, OSV (8K)

Senior Nortel Engineer

Confidential, Richardson, Texas

Responsibilities:

• ·Engineering and Design of Managed Services Product Development Lab to support Cisco, Nortel and Avaya
• ·Development of high level and low-level engineering designs.
• ·Fault Management and Alarm Management.
• ·SNMP Trap Management
• ·MIB support Management
• ·Product development for Managed IP Telephony Services, to support automation of network monitoring for Cisco, Nortel and Avaya IP PBXs, via MIB based alarms and SNMP polling.
• ·Provide technical support for sales staff, NOC Engineers, Field Technicians and Account Managers.
• ·Educate and train as necessary. Both staff and/or customers.
• ·Includes creating solution diagrams and scope documents.
• ·Includes written and verbal communication with partner sales teams, Nortel sales teams

Nortel Design Engineer

Confidential, Brookfield, Wisconsin

Responsibilities:

• ·Pre-sales design engineer for Nortel, Cisco & Avaya Voice, Date and Wireless Enterprise products.
• ·Design & implementation for Avaya, Nortel and Cisco Call Center Solutions
• ·Project Coordinator for mid to large scale projects including vender services, engineering, and network implementation groups.
• ·Tier 2 Engineering and Design support for tri-state area.
• ·Provide technical support for sales staff, technicians and account managers.
• ·Provide technical presentations for customers and staff.
• ·Educate and train both staff and/or customers as necessary.
• ·Constant evaluation of vendor products to ensure that business needs are being addressed with the best possible solution.

Business Systems Consultant

Confidential, Des Moines, Iowa

Responsibilities:

• ·Project Manager/ Network Coordinator for Cisco LAN/WAN and Wireless implementation across the Eastern United States and Vancouver.
• ·Supported 6th largest Commercial Project in the US.
• ·Project Coordinator for mid to large scale projects ranging from $200,000 - $300 Million. Spanning multiple business lines, including Wholesale, PCS, Admin and Retail services. Always within budget and always on schedule.
• ·Projects include start-ups, acquisitions, de-install, re-models.
• ·Design and implementation of Network Infrastructure, including Computer rooms, Data Centers, MDF's and IDF's.
• ·Implementation and design of structured cabling systems to support Voice and Data services.
• ·Implementation and support of AVAYA CMS.
• ·Act as a liaison between the business unit, project management team vender services, engineering, and network implementation groups.
• ·Develop and identify schedules, deliverables, issue logs, and ensure resolution of issues across functional areas.
• ·Provide technical assistance in identifying, evaluating, and developing systems and procedures that are cost effective and meet with business requirements.
• ·Manage day-to-day allocation of resources for both vendor services and staff.
• ·Develop, implement and manage action/ project plans to ensure accurate case completion and case readiness.
• ·Provide support and technical expertise to the network implementation teams for Cisco, Nortel and Avaya products.
• ·Escalate issues across areas as necessary as it relates to business case implementation issues.
• ·Develop RFQ's and Scopes of Work; to ensure both the network implementation team and/or vendor meet the expected deliverables.
• ·Track and monitor the progress of all functional areas throughout the implementation process. Report and communicate status to customer and management team.
• ·Developed understanding of business processes for banking and investment services for both administrative and retail services.

Telecommunications Project Manager

Confidential, Lewisville,Texas

Responsibilities:

• ·Project Manager for Nortel Voice Network implementations across the South-Eastern United States.
• ·Project Coordinator for small to large scale projects ranging from $200,000 - $2 Million. Spanning multiple business lines, including Wholesale, PCS, Admin and Retail services. Always within budget and always on schedule.
• ·Projects include start-ups, acquisitions, de-install, re-models.
• ·Design and implementation of Voice and Data Network Infrastructure, including Call Centers, Help Desk, Computer rooms, Data Centers, MDF's and IDF's.
• ·Implementation and design of structured cabling systems to support Voice and Data services.
• ·Implementation and support of NORTEL Call Center Services.
• ·Manage day-to-day activities of the telephony support group including customer service issues, project schedules, managing venders and 3rd level technical support.
• ·Provide acquisition support for all new member financial institutions by performing telephony infrastructure review, project scheduling requirements specifications, and conversion assistance.
• ·Manage and support all enterprise telephony services at over 138+ locations across Texas, and provide technical support to over 1180+ locations across Northern U.S.; primarily Nortel Equipment.
• ·Work closely with the Manager of Network Services to provide design and engineering in all aspects of voice and data Confidential ; such as the integration of voice and data; VOip; standards such as ISDN ATM, T1s,T3s, OC3s, carrier tariffs and regulations, and communication switching equipment.
• ·Manage venders regarding all telephony issues, including release management, support, maintenance, and contracts.
• ·Constant evaluation of vendor products to ensure that business needs are being addressed with the best possible solution.
• ·Lead project teams in cost and service analysis, ensuring optimum service. Ensuring completion within schedule and on budget.
• ·Provide 24 x 7 coverage for all network services; 1st person notification on all priority tickets.

Telecommunications Engineer

Confidential, Houston, TX

Responsibilities:

• Worked on a contract basis with various interconnects, providing them with my technical expertise.
• Manage Voice and Data Implementation projects ranging from $20,000 - $300,000. Always within budget and on schedule.
• Installation and repair of telecommunications systems: Nortel/
• Norstar/ Mitel/ NEC/ Rolm/ Toshiba/ Fijitsu/ Comdial/ Iwatsu
• Installation and design of cable plants: Cat 3/ Cat 5 / SM &MM Fiber
• /Coaxial/ Type 3
• Implementation and design of structured cabling systems to support Voice and Data services.
• Implementation and support of AVAYA and NORTEL CMS.
• MACs and repairs on the above mentioned systems.

Telecommunications Technician

Confidential, Houston, TX

Responsibilities:

• ·Installation of Nortel/ Norstar/ and Rolm systems.
• ·Installation and configuration of related voicemail systems: Meridian
• Mail/ Startalk/ Startalk Flash/ and Startalk Mini
• ·MACs and repairs on the above mentioned systems.

Telecommunications Specialist

Confidential, Lubbock, TX

Responsibilities:

• ·MACs and repairs on Meridian and Norstar systems at 36 locations, in
• Lubbock and surrounding areas.
• ·Manage relations with venders; negotiating contracts, support and maintenance.
• ·Provided a cost efficient telecommunications network for the various departments and professional staff, while ensuring that systems operate at their peak performance.

Telecommunications Technician

Confidential, Denver, Co

Responsibilities:

• ·Installation and configuration of Norstar/ Mitel/ Tie/ and Vodavi phone systems.
• ·Installation and configuration on related voicemail systems.
• ·MACs and repairs on the above mentioned systems.
• ·Installation and design of cable networks.

Telecommunications Technician

Confidential, Aerotech/ Ft

Responsibilities:

• ·MACs and repairs, on Toshiba/ NEC/ Comdial/ Norstar systems and related voicemail systems.
• ·Installation and configuration of the above mentioned systems.
• ·Installation and design of cable networks.

Telecommunications Technician

Confidential, Boulder, Col

Responsibilities:

• ·Installation and maintenance of telecommunications equipment.
• ·Create and maintain cable records in a database
• ·Provide customer support to approximately 35,000 on-site customers: