SUMMARY:

• Successful information technology professional with extensive experience in telecommunications.
• Proven achievements in time management providing hands - on guidance with server/client-based systems, router protocols, telecommunications, and software applications. Team oriented with excellent interpersonal communication skills.

• Installed CMS 5.1.2 Linux Unity Software .
• Installation, upgrade, maintenance, managed and repairs to Avaya G1/G3, 8300C/G700/G350/G450 Media Gateway PBX switches
• Managed and implemented Meridian Mail, Call Pilot, CMS, IVR, CDR and Windows OS platforms.
• 18 years experience on Avaya, Nortel, and PBX systems.
• Oversee progress of telephony POP integration and VoIP installations.
• Provide Engineering Tier II/III Support for Avaya PBXs
• Proficient with REMEDY HP Open View, Clarify, and HP Service Manager Ticketing software systems.
• Experience in installation and testing associated with network cabling including Cat.3, Cat 5, Cat.5e, Cat.6, Coax, Risers and Tie Cables.
• Ability to interpret CAD and Blueprint design drawings.
• Solid experience in complete pre-cabling preparation, installation of patch panels, punch down 66/110 blocks, 110-patch panel, and various data and voice jacks. Install, terminate, and test all forms of communication cabling.
• Training designed to support role-based training for both Avaya and Nortel customers and employees.
• Training conducted at customer premise as well as at Avaya and Nortel Training Centers.
• Responsible for support of multiple Telephony products, applications, implementations, training and networking solutions.
• Observe OSHA and local safety regulations.
• Adhere to BICSI - EIA - TIA specifications

PROFESSIONAL EXPERIENCE:

Fujitsu-Avaya Engineer

Durham, NC

• Remote maintenance of all Avaya Systems.
• Supported CM 5.2.1, And CM 6.3, modular messaging voicemail, G450/G350 and G700’s gateways and Avaya LSP and ESS servers, Avaya AES servers and CMS servers for call center support.
• Day-to-day ticketing using Citrix and Triole service desk ticketing system.
• One-X comm., and EC 500 also One-X agent support
• All outside vendor support and management
• 24/7 on call
• All trunk and circuit management.
• G650 support and install
• TN card upgrades
• Adding stations and Agents for the call center
• Did change controls for all work
• System Manager/ Session Manager changes made as needed
• Supported 96xx IP phones, physical changes also all MACD work.

Avaya Engineer

New Jersey

• Responsible for all MACD’s.
• Responsible for upgrades on all circuit packs using CM 5.2.1.
• Created vectors, VDNs and agent IDs for call centers.
• Supported G3r at Confidential and supported S-8800 running 5.2.1 at Lyndhurst and nine G-700 media gateways at Madison, NJ.
• Supported Octel voicemail.
• Made changes to CMS to support call center.
• Involved in all circuit upgrades and migrations from TDM to SIP.
• Conducted all audio and video conference calls.
• Maintained a ticketing system using HP Open View.
• Coordinated with all external vendors for any telephony related activities.
• Worked with outside vendors
• Set up video EQ, for all meetings at all 3 sites

Lab Management Engineer

• Lab Management and Coordination
• Fully managing all Vendor Equipment, Software Services and resources in the labs (including Vendor Personnel, lab testing tools and related resources).
• Following the Financial and Operational Responsibilities Matrix for all in scope lab services.
• Assisting customer and designated third parties in connection with lab related engineering and Project management activities. This may include 7/24 support for issues requiring lab production support.
• Develop and maintain Vendor engineering and product documentation in cooperation with the customer and designated third parties.
• Development of lab testing requirements and related engineering packages such as high and low level design documents and lab certification documents.
• Provide services to support customer lab products for Change Management, Configuration Management and Release Management. Lab Incident Management will be reactive, but will include daily health checks.
• Provide Low Level configuration documentation, detailed test plans, and certification results (including Equipment and Software configuration changes and updates to engineering guidelines and templates) to customer as requested.
• Maintain the lab in a neat, orderly and safe work environment.
• Ensure that all products in the lab are included in the appropriate configuration databases.
• Develop detailed test scripts in compliance with high and low level engineering design and test objectives.
• Conduct tests and document results.
• Support customer technology groups’ lab activities, including the testing of various adjuncts and Third Party Contractors designated by customer.
• Provide weekly updates to customer of the status of each lab related project or initiative.
• Support proof of concept efforts on new technologies and services related to new and existing products

Orlando, FL

Contractor

Responsibilities

• Was responsible for all trouble tickets.
• Worked from a service desk ticketing system.
• Help end users over the phone or by email to solve their trouble with their phones, logins or any other trouble they may have. After assigning special features to some phones I showed the end user how they work.
• Added users to the Nice voice recording system.
• Created agents and added them to the CMS and ACD groups
• Ran reports from the CMS
• Did all MACD work
• Supported all 96XX IP phones
• Worked with outside vendors ATT, L3,Sprint, Verizon, Ect to add LEC devices to building sites
• Ordered 800 numbers for VDN’s
• Made changes to VDN’s and Vectors as needed
• Added new Video equipment as needed
• Added and removed employees from the PBX on a daily basis
• Turned up new Trunks and added signal groups when ordered
• Supported 4 call centers with over 700 user

Harrisburg, PA

Responsibilities

• I was responsible for the turn up for over 75 PRI’s. I was in charge of all things that involved the Avaya CM S8800 servers, clearing alarms, changing out bad cards and reprogramming them.
• I made sure all trunk groups were working as they should.

Atlanta, GA

Telecom Specialist 

Responsibilities

I was in charge of 4000 person restack project. Reprogrammed all stations using Avaya ASA emulator and a S8800 PBX. I programmed all 9600 series phones and set up all Octet voicemails. I also did CMS admin work changing and adding agents, adding sklls/splits vdn vectors. I did the day to day MACD work for the call center and the Office Towers.

GA

Telecom Specialist 

Responsibilities

• Mounted and installed all hardware in all G-650 cabinets.
• IP addressed all CLAN’S, MEDPROS and IPSI circuit packs and completely built out all cabnets
• Worked with all outside vendors for ordering of supplies and the receiving of all Avaya equipment.
• Worked with Avaya software specialists to ensure that all translations were accurate.
• Performed multiple MACD’s for all users on the military base.
• Turned up multiple T-1’s and PRI’s.
• Performed end user support on ISDN phones.

Confidential

Raleigh/Durham, NC

Telecom Specialist

Responsibilities

• Performed in-depth problem determination and resolved more complex configuration problems based on service line supported.
• Responsible for understanding and reviewing action plans for planned and unplanned changes to supported network/infrastructure.
• Updated tickets in accordance to Service Level Agreement requirements, escalating as necessary to higher level of support based on severity.
• I have a working knowledge of voice premises and voice networking, and/or VOIP concepts to support remediation/restoration of simple to complex network issues within committed service levels.
• Avaya S8700 remote trouble and vendor support; Cms remote support.
• Open trouble tickets with Lec’s
• Cleared alarms on all systems that AT&T support.
• Served as a liaison between vendors, customers, and other appropriate support groups during an outage.