SUMMARY

• I have over 24 years of experience working in the Telecom industry on such platforms as Avaya, Cisco Unified Communication Manager, Nortel and Interactive Intelligence CIC 4.0.
• I’ve utilize my skills involving technical analysis, call center design, training, technical engineering, project management as well as my personal skills and telecom experience to support various company objectives, strategic goals and delivering the absolute highest level of customer service.

PROFESSIONAL EXPERIENCE

Telecommunications Voice and Video Specialist

Confidential

Responsibilities:

• As part of the Honda ISD Telecom Team for the past 5 years I was responsible for day to day operations such as Moves, Adds, Changes and maintenance of the following phone systems; Avaya Communication Manager 7.0, AUDIX voicemail, Avaya Call Management System Rel. 18, Cisco Unified Communication Call Manager version 11.5, Cisco Unity voicemail version 11.5 and UCCX version 12.0 supporting 10K+ users across multiple sites in the US on the North Confidential Motors voice network.
• For the past 2 ½ years I worked closely with Cisco and Black Box Network Services to migrate multiple Honda sites (New York, Washington DC, Alpharetta, Troy, Torrance, AHFC Madrona, Gresham, Detroit, Richmond, Chino Hills and Irving) from Avaya phone system to the new Cisco Call Manager for 10K+ users.
• As the Avaya SME, I collected and documented all Avaya PBX data information; digital/analog stations, VDN’s, Vector call flows, Split - Skill Hunt Groups, call center agents, etc for the phone migration to Cisco call manager.
• Installation and replacement of Cisco IP phones model; 7841, 8845, 6901 to be used for desktop and/or warehouse phone and Cisco Conference IP 8831 for executive conference rooms.
• Programmed and configure IP phones in CUCM and setup voicemail boxes for users, provide phone and voicemail instructions.
• Setup and programmed Route Hunt Pilot, Hunt Groups, Line Groups and Hunt Lists for Call Center Must Answer Lines.
• Programmed and configured SIP Tie Trunks on Avaya to allow for 5-digit dialing calls between Avaya PBX and CUCM.
• Configured Avaya Uniform Dialing Plan (UDP) table to route and direct calls from Avaya to Cisco call manager for DID numbers not yet migrated from AT&T to Verizon.
• Open and manage Cisco TAC cases.
• Track, maintain and resolve problems, changes, and requests via Service Now ticketing system all while staying within the departments SLA.
• Provide Level 1 and Level 2 Audio/Video technical support for Honda North American Video Bridge used for multi-sites video conference calls between Honda Japan and Honda North America sites by utilizing the Cisco TelePresence MCU MSE 8510 version 4.5 used by Polycom HDX8000, HDX 9006, Cisco Spark Kit Plus, Cisco SX80 and Crestron video systems.
• Maintain and support Cisco Video Conferencing endpoints, VCS, MPS Bridge and TMS (Telepresence Management Suite) server. Manage internal audio conferencing requests, administration and configurations Video Endpoints in TelePresence Management Suite (TMS) version 14.6.2 for the NA Honda Video Bridge. Provide off-hours remote or onsite support.
• Worked with AV vendors on new installations based on size of conference room and clients requirements.
• Responsible for the operation, maintenance and repair of all A/V equipment and systems that are required to provide acceptable service levels for the business.
• Provided system administration and maintenance 24x7 on-call support of the Avaya, Cisco Call Manager and Unity systems.
• Maintain a good working relationship with Telco vendors such as AT&T, Verizon, Sprint, Century Link as well as Cisco TAC and Avaya Support Teams.
• Utilize and run ACD reports from Avaya Call Management System versions 12 and 18. Monitor call flow statistics for call center agents and assist with troubleshooting issues reported by Call Center Supervisors.
• Resporg (port over) 100+ toll free numbers from AT&T to Verizon ECR platform.
• Work with various telecom vendors AT&T, Verizon and Sprint in turn up, test and troubleshoot of T1 voice circuits; PRI-ISDN, PBX switch.
• Good knowledge and experience with VoIP (H.323 & SIP)
• I’m a highly motivated and enthusiastic team player. I’m able to lead projects amongst my peers, with excellent verbal and communication skills.
• Cisco - ACUCW1 - ADMINISTERING CISCO UNIFIED COMMUNICATIONS WORKSPACE PART 1: BASIC V10.5.
• Course Completion Certificate received January 2017.
• Cisco - ACUCW2 - Administering Cisco Unified Communications Workspace Part 2: Advanced v11.5.
• Course Completion Certificate received April 2020.

Telecommunications Engineer

Confidential

Responsibilities:

• Responsible for preventative maintenance and day to day operations of the Interactive Intelligence CIC system 4.0 in Burbank (ININ1) and Las Vegas (ININ2) supporting 150+ users; Business, CS Supervisors and CS Agents and Work-At-Home-Agents.
• Performed critical upgrade of CIC system from SU3 to SU6.
• Provided system administration and 24x7 on-call support of CIC System, Mediant 1000 Voice-gateways, voice T1’s from Century Link.
• Set up and configure call flow profiles in Interaction Attendant based on customer service department needs and/or current Psychic Karma reward promotions.
• Installation and replacement of Polycom phone sets; SoundPoint IP 450 SIP desktop phone and SoundStation IP 6000 for executive conference rooms.
• Utilize and run reports from Interaction Center Business Manager (ICBM) to monitor call flow statistics for call center agents and to assist with troubleshooting issues reported by CS Supervisor.
• Setup and configure new IC Users; Business, Agents, Supervisors.
• Configure Dial-Plan for internal and DID external extensions to be dialed from outside.
• Add/Create New Work-Groups, Roles, Wrap-Up codes, and IC Client configuration for Business and Customer Service users.
• Setup and configure EWS on CIC system; migrate from Exchange MAPI to Exchange Web Services.
• Perform required MS updates on CIC server.
• Updated Music-On-Hold for call center and specialty music with verbiage for specific psychic advertising campaigns.
• Knowledge of Microsoft SQL to perform simple tasks.
• Knowledge of Urban Turtle for project planning during development.
• Knowledge of Wrike to meet deadlines and prioritizing tasks related to IT projects.
• Localized Media Servers for Burbank and Las Vegas CIC servers.
• Resporg (port over) 100+ toll free numbers from Century Link and 25+ toll free numbers from West Interactive to Voxeo-Tropo platform as our secondary cloud telephony service. I coordinated and planned cutover during off peak hours to not disrupt service.
• Work with various telecom vendors (TelePacific and Century Link) in turn up, test and troubleshoot of T1 voice circuits; PRI-ISDN, PBX switch.
• Create overflow call flows to direct voice traffic to outsource Live Ops, during high call volume and/or promotional advertising campaigns.
• Work closely with ININ vendor Integrated Access Solutions to train, implement and resolve complex issues revolving around the CIC system.
• I’m a highly motivated, enthusiastic team player, able to lead projects amongst my peers, with excellent verbal and communication skills.
• Interaction Center Core Specialist 4.0 - certification received 9/2013.
• Interaction Center Administration 4.0 - certification received 5/2013.

Telecom Voice Engineer/Technician

Confidential

Responsibilities:

• Onsite Voice Engineer for DKKD Staffing Agency representing NECAM at Confidential providing telecom solutions, administration & maintenance for their (14) remote small office call centers (700+ seats) across the country
• Utilizing my technical knowledge, call center programming and Avaya skills for the integration and acquisition by Humana Health.
• Provided system administration and supporting of their Avaya systems; S8300 and S8500 servers, G430 & G450 media gateways, IP Office 403 & 406, Intuity AUDIX LX, installation of IP Phones model 4610SW, 4621SW & 5620, and digital sets model 2410, 2420 & 5410.
• Performed call center programming of VDN’s and Vectors based on the needs of the business due to the acquisition, also provide call flows diagrams in MS Visio
• Performed preventative maintenance on all Avaya systems within the enterprise.
• Utilizing Avaya tools and processes to track problem resolution, installations and changes from inception to completion.
• Perform firmware upgrades on S83xx & S85xx servers, circuit packs, IPSI and Media-Processor boards.
• Provide support and maintain Polycom Video RMX 1500 system.
• Work with various vendors (AT&T, Verizon and Century Link) in turning up, testing and troubleshooting of T1 circuits; PRI-ISDN, non-ISDN, Analog CO Trunks to the Avaya PBX switch.
• Attended multiple meetings to provide technical information regarding office closures and termination of Telco services as part of the integration and acquisition.