TECHNICAL SKILLS

• UnixWindows 2000
• Windows NT
• Excel
• Visio
• PowerPoint
• Word

EXPERIENCE:

Senior Teleco Engineer

Confidential, Washington, DC

Responsibilities:

• Responsible for conversion to Confidential.
• Rolled out over 600 stations in DC.
• Responsible for migrating Avaya Extensions to Confidential CM
• Responsible for setting up “Tie lines” Between Avaya and Confidential CM
• Installed Confidential Gateway and Publisher in DC
• Responsible for configuring and managing installation of Confidential Phones
• Responsible for all MAC work associated with DC conversion to Confidential
• Attended Administering Confidential Unified Communications Manager Class(ACUCM)
• In charge of day to day Telecom operations/administration Washington, DC at Headquarters
• Administration of Avaya S8700, G3R PBX and G700, G350 media gateways.
• Administration of Intuity Audix and Modular Messaging Voice Mail
• Point Telecom Engineer for the post merger integration of Confidential and Sirius Satellite Radio
• Responsible for planning and converting the SriusXM Satellite Radio Enterprise PBX Network to Confidential
• Responsible for creating and maintaining the XM Confidential network and branch office’s
• Provide billing and call detail reports using eCas.
• Vendor Management.
• Provide Tier3/Engineering support.
• Responsible for creating call routing Vectors
• Programming of ARS, AAR and Call Routing tables
• Maintaining up to date network diagrams and records
• Work with Lan/Wan team to trouble shoot MPLS issues.
• Work with Lan/Wan team to trouble shoot Confidential Switch and router issues

Telecom Engineer IV

Confidential, Washington, DC

Responsibilities:

• Provide Tier 4 support for Confidential.
• Administer Natural Language Server.
• Administer Modular Messaging.
• Administer Confidential Network.
• Create and change Vectors as needed
• Create Network call - flow diagram.

Sr. Telecom Engineer

Confidentialm,, Herndon. Va

Responsibilities:

• Provide Tier 4 support for Sage Enterprise Telecom network
• Create and maintained Network diagrams.
• Administer Modular Messaging
• Administer Confidential network.
• Manage the Office Consolidation project.

Sr. Telecom Analyst

Confidential, Herndon, Va

Responsibilities:

• Administer Avaya 8700 and G3R for Executive Offices of the U.S Mint
• Administer Audix Intuity Voice mail·
• Manage Moves adds and changes·
• Manage Projects for enterprise Consolidation·
• Create weekly and monthly billing reports using eCAs·
• Administer Avaya CMS.

Sr. Telecom Analyst

Confidential, Columbia, MD

Responsibilities:

• Administrating multiple Call Centers and Branches in the Telecommunication Network of Confidential (Citi Financial)
• Design, creation and implementation of Call routing vectors·
• Administration of Avaya G3R and 8700 PBX, and Intuity Audix ·
• Administration of Avaya CMS and Nice Call Monitoring Systems·
• Provided monthly reports to Call Centers.
• Creation of Self Assessment documentation.
• Provided business with entitlement and audit documentation (Semi- annual)·
• Provided Tier 3 support for Call Center.
• Managed Telecom Help Desk·
• Manage Site installation and upgrade projects. (Hardware and software)·
• Evaluation and recommendation on new applications and hardware·
• Manage confidenial

Confidential, Owings Mills, MD

Sr. Telecom Analyst

Responsibilities:

• Responsible for moves and changes at the CSC-E Call center.
• Used CMS to monitor Call Center
• Responsible for administration of Avaya G3R PBX and Audix Voicemail systems.
• Responsible for the support and administration of the CenterVu Call Management system.
• Responsible for the support and administration the Nice Call Monitoring system.
• Provide and Technical assistance to usurers of various Call Center management tools.
• Responsible for support and administration of Predictive Dialer System.
• Provide support of six mission critical Call Center Platforms.
• Provide Engineering support for Telephony issues in Call Centers.
• Responsible for the support and administration of the Call Center IVR’s.
• Provide Telephony to IT Team

Confidential, Alex, VA·

Technical/Management Consultant

Responsibilities:

• Made recommendation to District of Columbia Office Of Tax And Revenue to improve Service in their Customer Service Call Center.
• Created managers focus group to deal with Call Center issues.
• Trained managers to use ACD reporting tools.
• Provided technical support for systems upgrades and enhancements.
• Developed and wrote procedures to enhance agent performance.
• Provided technical support in vendor negotiations.
• Developed plan to migrate other agencies onto Call Center ACD Platform.
• Developed disaster recovery plan for Customer Service Call Center·
• Participated in developing the overall disaster recovery plan for the Office of Tax and Revenue, Information systems Administration.
• Help develop strategies to enhance customer satisfaction

Confidential, Rockville, MD

Telecommunications Manager

Responsibilities:

• Responsible for the administration and maintenance of two Call centers and Corporate Headquarters
• Negotiated contracts and developed relationships with all of the major carriers
• Responsible for administration and programming of two Lucent G3R’s PBX and 1 lucent Prologic PBX
• Responsible for the administration and programming of an Aspect 300R ACD.
• Creating Call Control tables and administer CTI application
• Responsible for administration of Witness QA/QC Call monitoring applications
• In charge of Intuity Audix Voicemail system.
• Responsible for billing and equipment purchase
• Provide managers with Call center traffic reports using Blue Pumpkin and Crystal Reporting software
• Responsible for moves and changes
• Help to create Enterprise Help Desk. Developed troubleshooting and escalation procedure