SUMMARY:

• Program Avaya VOIP/PBX software/hardware including gateways and ip/digital voice switches for Avaya maintenance customers in New England
• Provide support for customer platforms up to Avaya Aura Communication Manager 7.1
• Call center specialization including complete front end design, call - back IVR and platform redundancy
• Documentation (visio flow charting)

PROFESSIONAL EXPERIENCE:

Confidential, Biddeford, ME

Network Support Specialist- SMHC

• Supporting company-wide Windows XP/Winddows 7 migration project for 1200 end users
• Providing support for network related troubleshooting and maintenance

Confidential, Lewiston, ME

Network Support Specialist- SMHS

• Providing support for IT-related concerns supporting/troubleshooting technologies such as: Windows 7, Windows XP, Windows Server 2008, Active Directory, DNS, DHCP, Spam/Virus Protection, networking
• Coordinating Windows XP/Winddows 7 migration project implementing Citrix Receiver for Windows 3.4
• Compiling PC inventory records and documentation for entire company

Confidential, Portland, ME

Field Systems Technician - part time

• Installation and maintenance of voice and data network systems (MS Server 2003/2008/Windows XP/Windows 7 workstations) for fifteen tax offices in Maine. On call system troubleshooting including:
• Migrate all server hardware/software to HP 8300/MS Server 2008 from Dell 780/MS Server 2003
• Migrate all pcs to Windows 7 from Windows XP with PIE and TOAST imaging
• WAN/LAN management for cable or DSL modem/router configuration, 24-port network gigabit switches
• Lucent Partner/Nortel Norstar ICS phone switches

Confidential, Overland Park, KS

Voice Operations Consultant

• Tier 3 support engineer for large bank consolidation project. Avaya CM platform management specializing in Witness calls recording administration, Avaya Communication Manager 5.2.1, Integrated Management (AES) and remote agent administration.

Confidential, Bloomington, IL

Business Consultant

• Team analyst on business architecture project for State Farm Insurance. Migration planning for moving call center sites from Avaya to Cisco ICM/UCCE enterprise platform.

Confidential, Portland, ME

Voice Consultant

• Voice recording database administration; database compilation project matching customer records with voice recording files.

Confidential, New York, NY

Voice Consultant

• Avaya platform administration and trouble ticket support for global law firm with 12 domestic and international sites.
• Implementation for migration to Avaya Aura Communication Manager 5.2.1 platform Confidential 11 Times Square/2 Penn Plaza locations.
• Configuration including SIP, Avaya 9600 Series IP phones, Modular Messaging, Avaya Aura Conferencing.

Confidential, Newark, NJ

Avaya Voice Consultant

• Provided multi-site call center tier 2/3 support and administration for Horizon Blue Cross Blue Shield in Newark, NJ.
• Consolidated voice systems infrastructure built on Avaya Communication Manager 5.2.1 and Avaya Integrated Management (AIM).
• Call center architecture included CTI/AES applications, CMS/CentreVu/Nice Analyzer reporting, IP Agent/Softphone, Nice/Witness call recording/Quality Monitoring, Avaya Meeting Exchange.
• Lead in-house consultant for migration from NiceCLS/Nicelog 7.7 to Impact 360/Witness/Quality Monitoring multi-site enterprise call recording environment for 1200 agents and over 200 users.
• Supplied end-user start-up training/training materials for implementation phase of Witness project.
• Provided Avaya IP Agent administration and support for company remote workforce.

Confidential, New York, NY

Voice Engineer

• Designed key voice technology solutions for the global engineering division of an international investment company.
• Implementation and management of voice communications systems (Avaya Communication Manager 3.x) for mutual fund division with specialization in call center configuration involving computer telephony integration (CTI), automatic call distribution (ACD), integrated voice response (IVR) voice recording and business continuity planning.
• Managed Avaya PBXs, CMS, and Intuity voicemail systems including all vector programming and documentation
• Project managed vender selection and installation of Voice Print recording solution Confidential Neuberger Berman and Nice recording solution Confidential Mumbai, India site for Lehman Brothers.
• Established CTI-enabled voice recording by selecting VoicePrint recording solution to replace Dictaphone logger.
• Implemented integration of Aspect CTI platform on Avaya G3r platform for Neuberger Berman mutual fund call center to enable agent screen pop and rule based routing.

Confidential - New York, NY

Voice Communications Director

• Managed all aspects of voice communications for New York’s largest weekly newspaper including marketing for revenue generating ($2 million/year) interactive voice applications.
• Responsibilities included negotiation of long distance, 800/900 service contracts, programming and maintenance of Nortel PBX options 61/11, voice mail, call center administration/reporting, call accounting, and staff of three.
• Installed Nortel PBX option 11 for Long Island Voice startup.