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Systems Admin Resume

Charlotte, NC

SUMMARY

  • SME in Avaya Call Center Design, ACD, Skills Based Routing, VDN, Vectors, Variables…………
  • Support Professional with extensive experience in Call Center architect/design and implementation of leading - edge technologies that improve productivity and enhance quality/ reliability for critical voice communications systems.
  • Excelled in new Cisco Unified Communication/ Confidential UCass VOIP platform, performing MACDs, and Site level Administration
  • Detail-focused self-starter and collaborative leader who effectively delivers complex, large-scale projects with critical deadlines on time and at budget. Skilled strategist with solid business acumen accomplished in planning and deploying technology to meet business requirements. Excellent communicator adept in interfacing with non-technical internal customers to optimize utilization, resolve problems and ensure maximum Return On Investment (ROI).
  • Project Management Role/Responsibilities via Microsoft Project, PowerPoint, Visio, Excel and other Microsoft applications as needed in order to complete projects.
  • TDM & VOIP network infrastructure planning, design, implementation and administration; cable plant management; telephony administration.
  • Primary resource and SME for designing, integrating, engineering and support of Avaya Call Center applications:
  • Avaya Communication Manager, S8700/8800, G3R, PBX TDM/VOIP.
  • Avaya Site Administration ASA, Definity Site Administration DSA, GEDI…….
  • Avaya Audix, Modular Messaging Unified Messaging & all associated Avaya Voice Mail technologies.
  • Avaya IP Agent & IP Soft Phone applications
  • Avaya CMS UNIX Server & Windows Desktop based CMS Supervisor applications.
  • Avaya Conversant IVR. System backups and assisted Accuvoice external vendor with Call Routing support.
  • T1,T3, Fiber site to site connectivity, DMARC and all LEC installation and management functions.
  • MCK Gateway/extenders
  • Telegenix message boards
  • VISIO & Visual Vector call flow document management.
  • NICE, 8.9 Call Recording,T1Trunk/Station Side & VOIP
  • Assess clients’ needs; make recommendations; Call Center Architect/design and implement solutions
  • Project Manage, from cradle to grave, all IP Telephony Projects
  • Strived to lead the IT Group with the highest number of service tickets closed for 2 years straight. Also, I had increased my personal productivity by 45% in that same time span.
  • I have extensive Voice network installation experience from ground up.
  • Voice Network Support for one or multiple remote locations supporting over 5000+ users if needed.
  • Ongoing Voice network support including cost cutting projects.
OBJECTIVE

My goal is to secure a position with a company seeking a professional SR. Avaya Call Center Systems Administrator/Call Center Engineer, with 15+ years of proven of experience.

EXPERIENCE

Confidential, Metlife Charlotte, NC

  • MACDs in Avaya Aura platform PBX V16, Aura Messaging, Modular Messaging.
  • Excelled in new Cisco Unified Communication/AT& Confidential UCass VOIP platform, performing MACDs, and Site level Administration.
  • Call Vector, VDN, T1, ACD, BCMS, CMS, CM, CCCM, ASA terminal/GEDI
  • Using my15+ years of Avaya/ Telecommunications experience to assist the SR MetLife management team with Corp relocation from NY,CT,NJ to Charlotte, NC

Confidential Phoenix, AZ

Avaya Call Center Design

  • MACDs in Avaya PBX/VOIP S8800, 8700 & 8300 v4.2.3.7.
  • Call Vector, VDN, T1, ACD, BCMS, CMS, CM, CCCM, ASA terminal/GEDI
  • Currently playing multiple roles such as BA, PM, Engineering and Support once completed.
  • Cisco ICM Intelligent Call Manager.

Confidential Charlotte, NC

Call Center Design

  • Provide Avaya Call Center Design, Implementation, Test and Support.
  • MACDs in Avaya CM V16, Contact Center Control Manager 6.2 & CMS V16
  • Worked within Avaya IC to test Call Routing.
  • Configured Avaya One-X Agent for remote Agents.
  • Report project status on a weekly basis to Confidential Management team.
  • Call Vector, VDN, T1, ACD, BCMS, CMS, CM, CCCM, ASA terminal/GEDI….

Confidential Charlotte, NC

Call Recording Systems Admin

  • Provide NICE Call Recording support for internal business units @ Confidential .
  • Daily Screen & Audio Validation/testing.
  • Perform MACDs in Nice Perform & 8.9 Call Recording.
  • Work with QA Team on UAT testing.
  • Provide provisioning support for NICE Engineers when needed.
  • Report status to PM and BA after performing Screen/Audio Validations on newly installed NICE Call Recording systems.

Confidential Augusta, GA

Sys Admin

  • Administered G3R, S8700 PBX.
  • Performed adds/moves changes, and addressed daily troubleshooting issues.
  • Managed various voice related projects.
  • Avaya Call Center Design.

Confidential Durham, NC

Helpdesk/ Avaya Sys Admin

  • Provided Desktop support for AT& Confidential Avaya customers and routed to Avaya group..
  • Managed multiple sites for Confidential, Blue Cross Blue Shield…….
  • Performed adds/moves changes, and addressed daily troubleshooting issues.

Confidential Charlotte, NC

Systems Admin

  • Administered Lucent/Avaya, G3R, S8700 PBX.
  • Avaya Call Center Design
  • MAC w/ Verint Call Recording System.
  • Managed various voice related projects.
  • Documented Voice network Topography via Visio for customer.

Confidential Charlotte, NC

Senior Systems Engineer/Administrator

  • While employed I had led the IT Group with the highest number of service tickets closed for 2 years straight. Also, I have increased my personal productivity by 45% YTD.
  • Provisioned Lucent/Avaya G1, G3s, G3vs, G3si, G3csi, G3R, Version 9-11 with 1 PPN & multiple EPNs MAC in Audix, CMS/Unix & PBX.
  • Documented all aspects of the Voice Network via Microsoft Visio.
  • Maintaining Contact Center with users totaling 350.
  • Tested & Monitoring T1 Trunks for PBX Trunk Groups, Agent Skills and quality of voice network.
  • Provided PC/software Desktop support for Contact Center users.
  • MAC for Active Directory users.
  • Produced automated daily status reports via GEDI for health of Voice network.
  • Researched new technology to maximize Contact Center productivity and customer satisfaction. This has led me to renegotiate a new Lease with Avaya to upgrade our complete Voice Network and decrease our monthly cost.
  • Provided Desktop Support for all users in Contact Center.
  • Designed and implemented Call Vectoring or Skills Based Routing for internal business customers.
  • Provided Desktop support, rebuilding PC’s, Software & Hardware applications issues ex……

Confidential Tucson, AZ

Avaya Systems Admin

  • Administered Lucent/Avaya, G3R, S8700 PBX.
  • Supported TDM conversion to VOIP.
  • Performed adds/moves changes PBX, CMS & Audix.
  • MAC w/ Nice Call Recording System.

Confidential Charlotte, NC

Systems Engineer

  • Administered Lucent/Avaya, G3R, S8700 PBX.
  • Managed 4 sites which include 1 PPN & 3 EPN.
  • Performed adds/moves changes, and addressed daily troubleshooting issues.
  • Support Avaya issues dealing with Verint Call Recording
  • Managed the conversion of Confidential ’s Call Center in Charlotte from Digital to VOIP.
  • Researched new Voice technology to provide efficient & cost effective ways to support internal business units

Confidential Raleigh, NC

Systems Admin/ Project Manager

  • Administered and maintain Avaya G3r, G3si, S8700 & 8300 PBX.
  • Provisioned Audix voice mail, CMS/UNIX, CMS Centrevu, Nice 8.9 Call Logger, Telegenix message boards, MCK gateway/extenders & Conversant IVR system.
  • Managed 11 sites which include 1 PPN, 5 EPN and 5 remote offices via Avaya voice over IP technology.
  • Created & implement Call Center designs, ACD, EAS, VDN, Vectors, Split/Skills based routing to Agent profiles. TDI Predictive Dialer used for our outbound customer care department.
  • Performed adds/moves changes, and addressed daily troubleshooting issues.
  • Developed department goals and research new technology for implementation.
  • Managed Telecom projects using project methodology. (Project initiation Doc, LOE, SOW, Milestone reporting, Microsoft Project, Financial documentation PA, PR & PO
  • Administered of other voice/data products, Avaya IP agent, IP soft phone used for (Telecommuting CSR) &
SKILLS
  • PBX G3r S8700 V9-11, Audix, CMS /UNIX CMS Centrevu, hardware/software. NICE 8.9 & NICE Perform, Telegenix Message display Boards.
  • Call Vectoring /Call Center Design/ Call Flow, VDN
  • Visio, Avaya ASA , DSA, Teranova software.
  • Windows 95-2000/XP, Microsoft outlook, Nortel Contivity VPN Client & DameWare.
  • Microsoft, Word, Works, Project, Excel, Outlook
  • Avaya Legend, Magix, Partner, Nokia Voice mail, Perfect Voice, Toshiba Dk PBX
  • Avaya Visual Vector software
  • Auto CAD
  • TDI Predictive Dialer, Avaya IP agent & soft phone.

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