SUMMARY:

• An experienced telecommunication professional with extensive experience in Telecommunications Applications and Telecommunications Implementation Using Avaya Solutions.
• 20+ years of administration and implementation experience in all aspects of Avaya Aura Communications Manager (Rel 6.3), Avaya Contact Centers, Avaya Modular Messaging and Avaya Aura Messaging .
• Extensive background in providing strategic proactive advice to senior management along with the design and implementation of strategic development plans.
• Spearheaded the planning, implementation and maintenance of traffic reports, port and channel usage reports and the documentation of technical telecom processes.
• Responsible for software network translations (SNT) for Avaya Aura Communication Manager, CMS, AES and translations for Avaya Messaging solutions, Contact Centers, T1, E1, SIP trunking and routing, Avaya System and Session Manager and other adjunct interoperability with Avaya Aura Communication Manager
• Implemented Avaya solutions using the remote tools of Avaya Site Administration (ASA) and Provision.
• Implemented Avaya Aura Messaging and Modular Messaging.
• Installed and implemented Media Gateways, LSPs and Multi - location and Multinational Systems.
• Responsible for assigning of Service Tickets for 3 teams (US, Philippines, India) for Voice Operations Incidents and Requests and keeping SLA and NPS metrics to required levels
• Have the proven ability to work well as a team player and independently with a minimum of oversight to accomplish the customer’s goals.

TECHNICAL SKILLS:

• Avaya Aura Communication Manager
• Avaya Messaging solutions
• Avaya Modular messaging
• Avaya Aura messaging
• Avaya CMS
• Avaya Site Administration (ASA)
• Provision
• SIP trunking and routing
• Avaya Session Manager
• Avaya Contact Centers
• Genesys System and Agent Provisioning
• Linux, MS Publisher, MS Project, Visio, MS Office

PROFESSIONAL EXPERIENCE:

Confidential, Norfolk, VA

Technical Applications Management Specialist

Responsibilities:

• Trained the initial Voice Operations team members for the new Norfolk, VA site to resolve Telecom tickets, how to administer Avaya systems and Genesys agents and ensured the timely resolution of user’s telephony issue and requests.
• Responsible for ordering and administering of International Toll-Free numbers Confidential numbers and vendor management and relations.
• Responsible for assigning service tickets to the Voice Operation teams in US, Philippines and India and mentoring these teams to reach SLA and NPS goals.
• Maintaining Dial plans for 11 Avaya Communication Managers, writing Technical Knowledge sharing articles.
• Managed Avaya License recovery projects through station, agent and voicemail removals of inactive associates that resulted in cost avoidance of over $492,500.
• Produced and presented reports to Senior Management on the goals, improvements and operational metrics of the Voice Operations team.
• Recipe Owner for Voice Ops Scrumban team.

Confidential, Virginia Beach VA

Telecom Engineer

Responsibilities:

• Responsible for resolving 60% of over 1200 backlogged Telecom tickets in 5 months.
• Planned, configured and installed G450 media gateways and LSPs for 8 new GBD sites in the past 6 months.
• Prepared reports of DSP resources and allocations to insure proper Firmware was installed and/or updated.
• Member of the Confidential Standards team which set the software and hardware standards and requirements for all Confidential Telecom facilities.
• Made a presentation to the Standards team on Call Type analysis.
• Routinely Confidential the research required to solve telephony issues that arose and was able to provide solutions for problems that arose for SWAT teams.
• Designed and implemented VDNs, vectors and other solutions for Confidential call center groups.
• Responsible for maintaining CMS database and data dictionary, adding users and keeping track of user licenses.
• Responsible for the additions of new elements into the SAL gateway for new sites.
• Resolving and troubleshooting all Telecom issues from user issues to Telecom networking issues.
• Responsible for the addition of licenses, patches and firmware to Avaya Aura Communication Manager servers and gateways.

Confidential, Southfield, MI

Technical and End-user Trainer

Responsibilities:

• Technical Trainer for End-users and system administrators with Avaya solutions.
• Consistently met Customer’s needs and expectations to get the most value from Avaya solutions.

Confidential, Southfield, MI

Software Specialist/Telecom Engineer

Responsibilities:

• Spearheaded the planning, implementation and maintenance of traffic reports, port and channel usage reports and the documentation of technical telecom processes.
• Implemented Avaya solutions using the remote tools of Avaya Site Administration (ASA) and provision.
• Installed and implemented Media Gateways, TFTP and DHCP servers, LSPs and Multi-location and Multinational Systems.
• Implemented Vectors, VDNs and Skills for Avaya Contact Centers and their accompanying reports.
• Implemented modular messaging and Avaya aura messaging.
• Implemented all required software translations for the provisioning of new installations and upgrades.
• Interacted with internal clients on all levels, including upper management, to train personnel on system troubleshooting, systems backups and disaster recovery.
• Clients have included FLETC, Moses Taylor Hospital, CSC, JCI, and Lenovo
• Consistently met project deadlines and milestones while working on multiple projects and sought opportunities to increase client satisfaction.

Confidential, Detroit, MI

Project Manager

Responsibilities:

• Implemented a comprehensive plan for identifying, soliciting and stewarding major gift prospects and donors.
• Developed and implemented strategies for closing solicitations.
• Developed and managed a portfolio of major gift prospects and managed a cadre of volunteers who sorted and mailed over 2,400 letters to potential patrons.
• Designed the invitations, solicitation letters, tickets and Silent auction book for the 2009 Gala.
• Kept records of all donations and Silent auction items.
• Hosted action review with key staff members that detailed new prospects and effective solicitation strategies, special campaigns and fundraising strategies along with developing a corporate outreach program.

Confidential, Southfield, MI

SR. Software Associate/ Telecommunication Engineer

Responsibilities:

• Troubleshooted system features and network problems.
• Designed system and station features and functionality based on customer requirements.
• Implemented the software translations for Avaya S8XXX Servers, Avaya IP Telephony, Avaya Intuity Audix and multimedia messaging systems for national and global accounts.
• Input all required software translations for the provisioning of new installations and upgrades.
• Managed the purchasing of all software and hardware to ensure company assets were used responsibly. Consistently met project deadlines and project milestones.
• Created appropriate accompanying documents using MS-Word, Excel, PowerPoint and WebEx presentations.

Confidential, White Plains, NY

Senior Operations Clerk

Responsibilities:

• Responsible for conducting audits of Confidential databases in four different systems.
• Database maintenance of customer telephone for the RRIC northeast region.
• Participated in an acceptance testing team for Bell Labs for a new financial recording system in Confidential & Confidential .
• Evaluated information systems even when defined criteria or standards Confidential not exist.
• Provided leadership on a variety of internal departmental projects such as the three-year audit plan, annual report, Committee reports, major initiatives and internal programs.