Sr. Telecom Engineer Resume

SUMMARY

Over 22 years of experience successfully managing telecommunication projects and teams.
Customer - oriented and committed to understanding client needs and delivering high quality, timely services and results.
Proven self-starter focused on growth, identifying best practices, efficiencies and cost-saving opportunities.
Extensive experience analyzing call center business needs and designing call routing and vectoring.
Prepare and present accurate and understandable reporting for clients using Microsoft Office suite of products.

PROFESSIONAL EXPERIENCE

Sr. Telecom Engineer

Confidential

Responsibilities:

Support and troubleshoot multi-site Genesys PureConnect call center operations for over 2,000 employees on VoIP telephony infrastructure (previously Avaya AURA).
Provide reporting from PureConnect (previously created custom reports in Avaya, CMS, and Avaya IQ Performance Center).
Perform voice administration activities for stations, agents, and hunt groups.
Analyze business needs and design call routing and vectoring.
Administer and support peripherals such as Microcall and NICE call recording systems.
Vendor management for troubleshooting advanced telephony issues.

Voice Engineer

Confidential

Responsibilities:

Provided support for worldwide call center headquarters and multiple international call centers.
Designed call center and business unit telecommunication solutions.
Reduced system processor load by removing unused stations, hunt groups, vectors, VDNs, overlapping coverage paths and updating equipment.

Voice Engineer

Confidential

Responsibilities:

Successfully implemented Telecom Expense Management Services (TEMS) resulting in 15% telecommunication savings.
Supported users in multiple call centers using Avaya Automatic Call Distribution (ACD).
Prepared and created contact center reports using Avaya CMS.
Provided Blackberry training and technical support.

Project Manager

Confidential

Responsibilities:

Led telecommunications team supporting 2,500 employees at multiple sites on multiple Avaya platforms.
Created custom Avaya CMS reports for both internal and external customers.
Initiated switch clean-up and achieved maintenance cost savings of over 20% through port consolidation.
Standardized equipment for Disaster Recovery.

Network Analyst

Confidential

Responsibilities:

Supported over 500 call center locations on multiple Avaya platforms and voice mail systems.
Successfully resolved telecom support inquiries submitted to department each month, consistently exceeding the average team member production by 10%.
Created internal training materials eliminating need for outside training expenses.
Served as interim manager for department.

Senior Analyst

Confidential

Responsibilities:

Managed telecommunications department supporting three Avaya Definity G3 systems.
Recovered over $2 million in telecommunication assets that could be reallocated. Savings was 16% of department’s annual budget.