SUMMARY:

• Results - oriented Senior Telecommunications Engineer with extensive experience in large multi site companies. Expertise in call center design and routing from cloud to desktop, toll-free routing, in-coming calls, PBX programming, Confidential programming, reporting, and peripheral call center applications. Customer service focused. Known for high level, detailed, multi-site PBX programming for both virtual and remote locations. Excellent call center analysis to improve call routing and the customer experience. Core competencies include:
• PBX Programming Confidential Call Routing 3 rd Party Call Center Applications
• Disaster Recovery Vendor Mangement Troubleshooting/Resolution
• Detailed Documentation Training/Mentoring Trade Shows

TECHNICAL SKILLS:

• Avaya Call Manager 6.3 (including all earlier versions), Session Mgr/AES
• AAM / Modular Messaging
• Avaya CMS v18 / Call Center Elite (All with EAS/Vectoring/Prompting) including all earlier versions
• VeraMark eCAS 8.1; Avaya eCAS v4.2 (call accounting systems)
• Lucent Definity Systems legacy PBX (all versions) / Intuity and Octel VM legacy systems (all versions)
• Witness eQb v6.4-v7.8 (call recording)
• MS Office, Word, Excel, PowerPoint, Outlook

PROFESSIONAL EXPERIENCE:

Confidential

Senior Telecommunications Engineer

Responsibilities:

• Complete analysis and verification of all call center routing from cradle to grave
• Provide detail documentation of call center Confidential
• Verify and document all Designer Reports in CMS for call center
• Provide detail documentation of all PBX configuration
• Clean up of all unused aspects of the call center and the PBX

Confidential, Lexington, MA

Software Design Engineer

Responsibilities:

• Part of a dedicated voice and data engineering team for a major customer. Lead software Engineer providing Avaya programming support of all aspects of new installs including programming of the Avaya PBX IP hardware and SIP, trunking, ARS, call center/ Confidential, voicemail, eCAS/VeraSmart, TASKE, Call Copy recording, e911 Conveyant, and working with dedicated vendor carrier team.
• Company SME on Avaya Confidential /Call Center, CMS reporting and report design working with customers and other internal engineers
• Provide support both internally and to customers for Avaya Call Center and CMS, eCAS, TASKE, Verint and Call Copy/Uptivity recording
• Voice software design engineer working with Project management and hardware engineers for new Avaya customer installs and upgrades
• Design and provide training (on-site classroom settings and webinars) for customer new installs and upgrades including phone training, Avaya PBX system and voicemail administration, CMS Supervisor and custom report designer as well as for other internal engineers.
• Escalation contact for internal NOC and other Field Engineers on Avaya products
• Analyze, create, cleanup and document customer’s Avaya phone system / Call Center and provide detailed documentation
• 2nd and 3rd shift Network Operations Engineer responsible for monitoring, troubleshooting all aspects of the Avaya and Legacy Nortel phone systems, carrier trunks and technical alarms.
• Provided escalation support for Avaya phone systems to other company engineers and assisted on various new installs and projects.

Confidential, Maynard, MA

Senior Telecommunications Engineer

Responsibilities:

• Lead Global Call Center consultant for ~8 Monster locations worldwide.
• Lead Engineer for Global Call Center Applications, including Avaya Call Center Confidential design (EAS, call prompting, vectoring, VDNs, announcements, DNIS routing), virtual call centers utilizing IP agents, Avaya CMS, eQb Witness, eCAS/VeraSmart Call Accounting, IEX Workforce Mgmt., Toll Free Routing, and cradle to grave reporting.
• Initiated and designed Call Center standards and provided complete documentation both in written form and Visio diagrams, which included documentation of all routing points, VDNs, DNISs, announcements, and call prompting.
• Designed, tested, documented, and implemented Disaster Recovery (DR) processes for all systems. Worked with Business Units to determine level of DR needed for each system.
• Partnered with IVR Engineer to provide PBX support before and after IVR. Member of IVR application and design team.
• Performed high level strategic telecom projects at Monster such as new installs, upgrades, disaster / troubleshooting support, business analysis call center routing and technology, IP phones and IP agents / soft phones, Modular Messaging. Senior MAC support of the PBX which included programming of ARS routing tables, trunking, and announcement groups.
• Provided call center business analyst support for both Inbound and Outbound Telesales sales reporting by talk time and number of dials per day, and worked with the Contact Center working directly with VP and Director level management to design new call routing.
• Trained and mentored local telecommunications staff at all locations
• Provided call statistics analysis and reports for mgmt, which was then used to grade call center employees salaries.
• Consultant and technical support for outsourced overseas 3rd party Monster call centers.
• Project managed telecom projects which involved the coordination of outside 3rd party vendors, and worked with internal business units such as IT, Facilities, Contact Center, Data Networking groups, and Security.

Confidential, Lowell, MA

Technical Marketing Engineer

Responsibilities:

• Technical Lead and key representative for Business Unit at tradeshows / road shows, both domestic and internationally; acted as Booth Manager; Lead Business Unit presenter; Organized, trained and managed other tradeshow staffers.
• Created and maintained product demos (Cisco ICM, IP Contact Center, Cisco ICM Web Option, Cisco Email Manager) involving other resources including Engineering and Product Managers.
• Developed and provided Call Center / Confidential in-depth training to non-telecom based Sales Engineers.
• Created and provided specific training for Sales Engineers/Account Managers and other Cisco employees on how to present several product demos.
• Authored the technical writing and presentations and created detailed documents on demo building, demonstrations, and presentations.
• Gave Demo Presentations at Executive / Technical briefings for customers at trade shows and in-house with the sales team that enabled the customer to review the product they were negotiating to purchase.
• Coordinated and rolled out demos to field labs and Executive Briefing Centers, provided training for Field Labs and EBC presenters.