Telecommunications Voice Support Engineer Resume

SUMMARY:

Professional with more than ten years of experience providing telecommunications voice support functions, as well as setting up hardware to support telecommunications networks within the IT industry.
Specialized experience includes voice telecommunications customer provided equipment, help desk support and project management. Completion of numerous training courses in the field of Network Communications Management. Veteran of United States Army

PROFESSIONAL EXPERIENCE:

Telecommunications Voice Support Engineer

Confidential

Responsibilities:

Provide Help Desk Remote support and engineering for Voice networking systems such as Private Branch Exchange and voice Customer Provided Equipment (CPE)
Coordinate and troubleshoot voice circuits with Local Exchange Carriers
Monitor network management systems for alarms and issues
Troubleshooting alarms of voice pbx systems off network management systems and create, document, assist and troubleshoot help desk tickets
Document all work procedures, ordering of parts, and dispatch when required
Work with technicians remotely on service related issues
Handle all customer service calls directed to the help desk support line
Communicate outage updates to management and progress as defined by the network operating procedures and guidelines.

Telecommunications Voice Program Manager

Confidential

Responsibilities:

Provided voice communications, networking, and desktop support for General Electric Facility in Wilmington, NC
Provided moves, adds, and change configurations to all phone systems
Lead telecommunication projects which included two new facility turn ups and many facility remodeling projects
Converted users to Avaya phone system
Utilized Avaya Communications Manager and Modular Messaging platforms for system configurations
Setup network connections from distribution frames to the user’s desktop
Trouble isolated network related issues from the Desktop end station to the Cisco switches utilizing Fluke Networking test equipment
Tested and toned cables not identified utilizing telephone test equipment and cable testers
Coordinated projects with management and provided reports of tickets to Management
Composed technical documentation for end users and systems
Change management procedures documented for any work requiring of down systems
Handled help desk tickets and documented all work completed
Assisted with network printer issues and verifying network configurations on proper VLAN.

Telecommunications Admin

Confidential

Responsibilities:

Provided voice support for Confidential voice networking systems
Managed cell phone billing and reporting as well as new device configurations
Converted Nortel to Shortel VOIP phones
Assisted with desktop and network issues when required
Coordinate and assist with remote networking voice related issues either outages or voice network upgrades
Project managed all voice communication services
Documented all voice network system procedures and network diagrams
Change management documentation and sign off for all voice network upgrades
Managed blackberry enterprise server for new device and user configurations.