SUMMARY:

• Results driven IT Engineer specializing in Avaya telephony infrastructure, voice transformations, VoIP implementations, decommissions, system administration, troubleshooting and maintenance.
• Experienced in fast paced dynamic environments with focus on problem resolution and crisis recovery enveloped within a critical sensitivity towards the ongoing vision of the business customer.
• Mid to large scale voice/data infrastructure implementation expertise as well as proven skill set in project management and supervision of technical professionals.
• Capable of simultaneously owning a leadership position as well as being a team player with a pro - active initiative for multi-tasking, problem solving, and customer dedication for over 20 years.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Avaya Voice Engineer - Operations

• Upon Onboarding, engaged, managed and completed company-wide telephony systems review for the North American region resulting in remediation of all target devices requiring resolution, which included: System Back-up Scheduling, Removal of CM Translations for retired MGW's, G650 Circuit Board replacements, ASM removal of SIP Entities, SIP Entity links, and Global Dial Plans for decommissioned sites, Resolution of Speed duplex mis-matches, for Primary/Secondary AES Servers, Conduct past due Reboot Cycles for CMS, MAS/MMS, NICE, Vera Smart Servers, Upgrade and Installation of Offsite MMS Server requiring OS/Hardware reconciliation, and Windows Server Critical Patch Implementation.
• Reviewed, re-designed, and implemented updated Life Emergency Communications infrastructure campus-wide, improving the customer safety communications to Life Safety Resources and Celgene Security Command Center.
• Designed, Implemented, and Taught updated new-hire training curriculum for company Call Centers in Avaya One-X Agent, One-X Communicator,
• Developed (WFH) Functionality guidelines with troubleshooting documentation for optimal remote workstation environment.
• Designed and deployed new S.O.P documentation for Celgene Helpdesk Agents as troubleshooting manual used for Lvl 1 / 2 support for Customer Care, Patient Support, Medical Info, and Order Processing Call Centers which service the Celgene customer base world-wide.
• Facilitated the transition implementation for a total of 8 G450 Media Gateways deployed throughout the Celgene Campus, providing LSP redundancy and isolated Analog voice service to each office building supporting up to 2200+ total customers.
• Participated in the migration/consolidation of voice services/fiber implementation between campus offices targeted for demolition/re-build. Managed the voice/fiber riser termination between office D-Marc points.
• Maintain a minimum average of 15-25 ticket closures per day (Service Now) in support of day to day Operations, Incidents, and MAC efforts for Celgene colleagues world-wide.

Confidential

Avaya Voice Engineer

• Management of Voice transformations and implementations of Avaya PBX sites to the latest release of ACM with all associated hardware and ancillary requirements for purposed solutions based on site location as well as legacy platform decommissions.
• IPT Network readiness coordination during transition of analog/digital telephony endpoints, addition of new VLANs and proper sub-netting of network to support IP phones and PBX equipment and IP addressing of all PBX servers & components with centralized voicemail solutions to support multiple sites in North America, as well as all global regions.
• System Administration / Provide ongoing support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs.
• Consistent maintenance of client expectations levels in ongoing pursuit of ensuring customer satisfaction.
• Efforts Include: Transformations, Decommissions, Migrations, Troubleshooting/Problem Resolution, SOP Documentation Development, Customer Training, Day to Day MACs, GSR (General Service Request), Change Control, VoIP LAN Readiness Preparation.

Confidential

Sr. Voice Operations Engineer Operations and Implementations

• S.O.P. & Infrastructure Management / Documentation. Conduct audit of site telephony infrastructure to develop location documentation and scope of work ‘run-books’ towards support for each location to provide unified methods of operation for use by the service delivery teams as well as develop standard operation manuals for general departmental policies and procedures to ensure uniformity across all support teams.
• Project Management over regional data centers for review and update of voice systems functionality and redundancies where necessary.
• Day-to-Day Lvl3 Support & Service Level Agreements through departmental technical conferences with off-shore Lvl 1/Lvl2 support teams to provide resolutions to escalated issues reported.
• Managed escalations with multiple vendors in simultaneous effort to drive issues to resolution and collaborating with other voice and data networking peers.
• Provided insight of voice network implementation, and administration that included a scope of over 200 sites utilizing SIP trunking ISDN and POTS.

Confidential

Department Lead, Telecommunications

• Design and Management over northeast offices, US distributions and returns centers, as well as remote support for all ancillary telecommuting locations and international offices across the globe.
• Project management, departmental procedure design/implementation, vendor relations, call accounting administration.
• Responsible for Call Center Vector programming.
• Crisis response/disaster recovery management, advanced technology review/design & recommendation for company call centers.
• Day to day Desktop Support responsibilities, PC/Laptop repair, imaging, backup/restore, printers/scanner repair, end user training, video conferencing.
• Managing Voice Communications network supporting 2000+ end-users consisting of:
• Avaya Call Manager Media Server PBXs (S 87400, S8730 and S8720 in Hoboken, Somerset, Indianapolis and Toronto
• Avaya Media Gateway PBXs (1 S8300C-G700: Edison, NJ, 1 S8500C-G650: San Francisco, CA, S8300-G350: Charlottesville, VA, & 1 S8500C-G650: Boston, MA),
• 3 Avaya Voicemail Systems
• Modular Messaging including: IA770, Avaya Voice Portal IVR Server, Avaya Message Networking Server Avaya CentreVu (CMS), Veramark Call Accounting Server, NICE Call Recording, Parlance IVR Servers, Verint Audio Log Call Recording Servers, Avaya MX6200 Audio Conference Bridge,

Confidential

Sr. Specialist, Network & Telecommunications

• Moves, Adds & Changes of physical phones, ACD Call Center Routing assignment & changes, CMS Agent ID assignment & changes, VDN (Vector Directory Number) implementation
• Vector scripting and configuration, Digital Announcement recordings, COS/COR changes, Hunt Group assignments, Holiday Table design & changes, Voicemail management, Enhanced Voicemail List assignment & changes, Voicemail Message Networking Server management,
• Mutare EVM (Enhanced Voicemail - Voicemail to E-Mail), administration, Global 5-Digit Dial Plan (Avaya Dial-Plan, ARS, AAR), as well as remote administration of all equipment within all global locations.
• Implementation of all ACD applications which include VDN # assignment, Call Vectoring, Avaya CMS/CenterVu Supervisor, Call Routing Schedule, Agent ID assignment, Recorder Greetings, and Voicemail Customized Call Routing. Documentation of all changes to cable infrastructure, which include voice, data, and feeder connections in MDF, and IDF.
• Desktop Support: Onsite/Remote PC/Laptop assistance, desktop hardware configuration/rollout to customer environment, OS upgrades, end-user data migrations.
• Large scale end terminal configuration/rollout of line based packing/returns environment.
• End-user support of mobile technologies.
• Administrator of Audio/Video Polycom systems.
• Networking implementations: Installations of switches, routers, ancillary hardware installs, networking cabling.
• Coordination all cable and phone installations/x-connections for new floors, and all major department moves. Project Management responsibilities include project scheduling, floor plan assessment, purchasing equipment, cable installation, resources allocation, budget control, and vendor/contractor management.

Confidential

Project Manager - Telecommunications

• Planning, development, and supervision of corporate projects involving systems installation, decommission, department relocations as well as routine remote diagnostic reviews, trunk traffic analysis, and directory / end-station comparisons through the use of Avaya Site Administrator.
• Moves, adds, and changes as required on both the Definity PBX and Intuity voice mail system.
• Collection, configuration, test, and deployment of departmental PC’s, Monitors, and Parallel printers locally as well as among various sites within the New York area.

Confidential

Telecommunications Analyst

• Network responsibilities include: LAN switch and Router hardware installations.
• Voice/data cabling & terminations (Cat3 - 5, Coax, Fiber Optic), testing, troubleshooting, and crisis recovery, voice / data circuit ordering (Installation / Disconnections), day to day additions, moves, and changes, Definity G3V6 / Audix administration.
• Managed installations, decommissions, and relocations of voice systems and services for remote offices and branch locations.
• Served as the point of contact for various vendors and contractors regarding work related tasks and review of competitive project bids.
• Conducted routine review of monthly telecom billing for accuracy and proper departmental coding.
• Desktop Support: PC/Laptops/Printers/Fax Machines/Scanners
• Primary point of contact for video conferences.
• Established point to point as well as multi-point sessions utilizing PictureTel and Polycom video conferencing systems. Responsible for cellular phone and calling card ordering, setup, deployment and repair for company users.