SUMMARY:

• Senior Telecommunications Engineer with over 20 years of experience with computer/telephony infrastructure design and support. 10 years of experience with Workforce systems, CRM call center applications configuration, project deployment and full SDLC implementation.
• Telecommunications Network architecture /build out/Infrastructure design.
• Design and Configure routing and trunk settings.
• Supported multiple health care sites for Kaiser Permanente (Rancho Cucamonga Message Manager Call Center ECP, Palm Court Fontana, Riverside Call Center, Corona Data Center, Mira Loma Call Center and Burbank)
• Supported multiple sites for Anthem Blue Cross (Woodland Hills, Newbury Park, and Pomona).
• Survey sites to assess Impact and Risk Analysis for voice and data deliverables.
• Expert with designing and configuring Avaya PBX systems.
• Expert with Avaya Call Vectoring and VDN Programming.
• Contact Center Routing Logic for Avaya ACD.
• Proficient with IVR routing via Genesys (GVP) Administration
• Project Manager for major Move, Add & Change projects.
• Expert with Avaya CMS Reporting.
• Avaya S87XX and S85xxx administration.
• Avaya Call Vectoring and VDN Programming.
• Avaya CMS Administration
• Implement and defuse trouble resolutions for end users
• Upgrade Avaya 8700 VOIP/ Office IP installation and maintenance
• Cisco Unity and Cisco Call Manager Administration.
• Strong Understanding of data networking and VoIP/IP telephony.

PROFESSIONAL EXPERIENCE:

Confidential

Field Service Engineer

• Design and implementation of Avaya contact center routing, primarily focused on the analysis, design, configuration, implementation, and support of Contact Center Routing Logic for Avaya ACD.
• Setup and program SIP trunking on the Avaya Call Manager and configure routing to interface with Genesys and the Call Manager. Design Call flow for major Enterprise call center globally.
• Assess proposed change impact to business group users and contact center applications
• Configuration of CRM applications
• Primary interface between business groups and technical teams and vendors
• Grasp clear understanding of business group requirements to ensure concise and timely delivery.
• Participation in departmental and business meetings, contributor in design and planning stages of project start up to deployment and owner of voice/CC application services.
• Avaya products, and familiarity with the features, configuration, troubleshooting, and full range use of Avaya Communications Manager hardware and software, CRM Contact Center software applications and Call Management Systems.
• Proficient with Agent desktop applications such as IP Agent and One X Agent and general desktop setup for interoperability with these applications.
• Avaya S87XX and S85xxx administration.
• Avaya Call Vectoring and VDN Programming.
• Avaya CMS Administration.
• Implement and defuse trouble resolutions for end users
• Lead technician on upgrade of Avaya 8700 VOIP/ Office IP installation and maintenance.
• Primary liaison between business groups, technical teams and third party vendors.
• Troubleshoot data network connectivity issues for PBX and application services.
• Troubleshoot voice quality, QoS issues and work with appropriate data network team member to resolve any quality issues.
• Cisco Unity and Cisco Call Manager Administration.
• Research, evaluate, and make recommendations for telephony and contact center technologies to support business goals and processes.
• Responsible for ACD call flow requirements development, systems architecture, to include the design and development of ACD routing within large enterprise systems.
• Documenting current call flows in Visio and proposing changes to business clients.
• NICE recording and Avaya Telephony/Contact Center infrastructure management. Working in concert with your primary/dedicated resource, SPS’s virtual TSC experts will naturally extend both the availability and expertise of the primary resource.
• Contingency planning and communication.
• Manage alternate routing plans (both US and Int’l).
• Partner with business on holiday shutdown procedures.
• Manage IP agent. Maintain IP agent workstation ids.

Confidential

Senior Telecommunications Voice Analyst

• Assist in the design and configuration of Genesys and Siebel on the Avaya call manager setup, the trunking and routing through the Genesys interface.
• Design and implement skills, agent ID, VDN, Vectoring, Adjunct/ASAI Routing, advanced call center applications change
• Provided 24x7 support for financial services contact center with 800 end users.
• Responsible for all IMACS, assigning IDs to new users, support and maintenance, firmware upgrades, messaging system maintenance and upgrades.
• NICE; configured workstations for NICE.
• CTI; computer telephony integration configuration.
• Call center call flow design of traffic flow for multiple financial services contact centers supporting onsite on remotely (Maryland, Iowa, Arizona, California).
• CMS; design custom report; trained colleagues and end user on CMS how to design and generate custom reports.
• Collaborated with technical teams (IT desk side techs, network servers departments) at other CSCSs to complete business unit requirements.
• Implement and defuse trouble related issues for end users
• Function as dedicated Senior Telecom Engineer for multiple site
• Primary interface for day - to-day troubleshooting, Move/Add/Change (MACs) requests.
• System Administration of network applications performing general user support activities.
• Work on special engineering projects providing afterhours and weekend coverage
• Call Center Elite vector creation and skill based routing including advocate features.
• Consultative support of the contact center - contributor to design and planning.
• Configure agent skills, priorities and user preferences via CMS CentreVu.
• Primary interface for business group executives, managers, team leads, and agents.
• Liaison to third party vendors and service providers for network analysis, troubleshooting, administrative and consultative engineering of carrier issues.
• Configure NICE Recording and VQM applications, Avaya Voice Portal server roles, administration/maintenance functions.

Confidential

Senior Telecommunications Analyst/Systems Administrator

• Performed Moves, Adds, and Changes on the Lucent G3r v6 PBX system.
• Managed 11 G3r v6 PBX switches for the primary and satellite facilities of the State of Maryland Department of Budgetary Management.
• Led Verizon’s telecom systems operations and primary liaison between the State of Maryland business groups and third party vendors.
• Designed and programming of ACD’s, vectors and hunt groups.
• Administration, configuration, and maintenance of CMS (call management system) for over 42 call center environments throughout the State of Maryland.
• Designed vector voicemail trees and routing through G3r v6 Audix Intuity and mapped 100 CMS sun spark 5.
• Performed regular system upgrades such as trunk routing set ups.
• Performed hands on terminations and pulling of CAT5e, CAT5 and CAT3 cable as needed.
• Managed daily operations and support of state and local government sites supporting over 8500 end-user stations throughout the State of Maryland.
• Programming of Conversant-IVR to update databases with end-users information for accounting purposes associated with the Department of Taxation.
• Performed weekly system backups and maintenance on Conversant-IVR databases.
• Conducted end user training, customized reporting updates.
• Add and removed subscribers to Intuity Audix messaging system, reset user passwords.

Confidential

Sr. Telecom Consultant

• Provided high level telecom services as a permanent consultant for the following clients: Qwest Communications, Bank of America, MBNA Bank, Telespectrum Worldwide, Agora Publishing, Sylvan Prometric, and American Reinsurance Company
• Qwest Communications: Senior Telecom Engineer ( 9)
• Primary telecommunications technician for major projects.
• Implement G3r v6 PBX and Audix Intuity configurationsfor the entire Qwest Communication PBX network.
• Installation and configuration of the G3r v6 and CMS interface with the Global Qwest Communications data network (CTI Project).
• Bank of America: Senior Telecommunications Analyst ( 8).
• Configured local and long distance trunks via ARS (Automatic Route Selections).
• Managed 6 branch locations supporting over 3500 end users.
• Primary project lead in design of call center CMS system, utilizing Centra-Vu software.
• Programmed AT&T Route-IT to lease cost trunks
• MBNA Bank: Senior Telecommunications Analyst ( )
• Set up of high capacity circuits between all branch locations in the Maryland and Delaware regions.
• Designed and built a redundancy infrastructure program for the G3r v6 PBX system to interface with the design and upgrade of CMS to Centra-vu.
• GAP Analysis, analyzing data to get a more accurate measurement for call center accountability.
• Designed vectors and ACD’s for the implementation of AT&T Route-It between various internal departments.
• Responsible for remote administration support for over 6000 end-users.
• Telespectrum World Wide, Inc.: Senior Telecommunications Analyst/Administrator ( 6)
• Supervisor of cabling for in-house wiring.
• Network configuration: testing, patch panel installation and cross connect to the network and network support.
• Installation of AT&T G3r&i systems.
• Manage daily operations, triage troubles issues and responding to (macs) adds, moves and changes requests.
• Configured CSU, DSU connection to different nodes, PBX, CO lines, T1 connections BRI capability.
• Administered call management systems (voice mail systems)
• Setup remote monitoring for managers and interfaced with venders for systems upgrades and special features.
• Traffic analysis, trunking capacity, and future consumption
• ACD, EAS, administration in the help desk area
• Daily monitoring of BCMS, trunk blockages, alarms
• Responsible for Audix and Octel voicemail network configuration and administration
• Agora Publishing: Senior Telecommunications Analyst ( 6)
• Responsible for moves, adds and changes on a G3r v6 PBX system
• Designed trunk infrastructure for in-coming and out-going routes throughout the entire PBX system
• Set up vectors and a call accounting system
• Administered Intuity Audix voice mail system
• Supported over 300 end-users
• Sylvan Prometric: Senior Telecommunications Analyst ( )
• Responsible for moves, adds and changes on 2 G3r v6 PBX systems throughout the Baltimore metropolitan area.
• Troubleshot circuits down to the component level.
• Analyzed call volume and adjusted the trunkage for the most cost-effective routing.
• Supported over 1200 end-users.
• American Reinsurance Company: Senior Telecommunications Analyst/Administrator ( 5)
• Responsible for general switch administration on the AT&T G3r v4.
• Administered a system 75, 85, and G1.
• Responsible for moves, adds, and changes.
• Oversaw PBX administration for 12 different offsite facilities.
• Consultant for the PBX network configurations and system upgrades.
• Supervise and interface with vendors on circuit installations.
• Responsible for T1 testing and troubleshooting.
• Oversaw Audix Intuity voicemail administration.

Confidential, Bethesda, MD

Telecommunications Analyst

• Installed CAT5, CAT3, fiber optic throughout the headquarters and local facilities.
• Configured LAN and WAN connections.
• Implemented training course for new recruits.
• Installed and trained of T1 connections.
• Systems administrator on the G3 PBX and voicemail systems.
• Installed and program small key systems and wiring configurations.
• Positioned and connected Partner 2, Merlin, Rolm and Spirit systems.

Confidential, Long Beach, CA

Electronic Test Technician

• Assembled electrical and electronic wire harnesses.
• Promoted to System Installations Inspector; required extensive troubleshooting a wide range of electronic equipment on board flight electrical systems on board MD 80/90 Aircraft required a very fast pace to troubleshoot down to component level.

Confidential, Seal Beach, CA

Computer Operator/Analyst

• Set-up operations an the IBM 3885 main frame systems; troubleshoot at critical moments. Tape Librarian; controlled accessing and filing systems
• Created new data tape storage library "Storageteck"

Confidential, Hollywood, CA

Field Service Technician

• Troubleshoot 585 microprocessors down to component level
• Installed circuitry inside