SUMMARY

• Looking for a challenging position that will allow me to utilize my telecommunication noledge and experience.
• I have 15+ years’ experience with Avaya products. My strengths include analysis and design.

PROFESSIONAL EXPERIENCE

Confidential

SR. Avaya Design Engineer

Responsibilities:

• Provided full lifecycle support for FAVES voice communication service. Support for 450 remote sites. Managed voice infrastructures in accordance with FAA regulations.
• Design, provisioned and licensing for voice network products and equipment such as Avaya VOIP, Meeting Exchange, Modular Messaging, Session Manager. CMS R17, Enterprise Survivable Server, Call Manager, Avaya Experience Portal, Intelligent Call Router, and G4x0 Gateways.
• Identified and resolved complex voice and contact center problems (Tier 3 Support). Utilizing structured troubleshooting procedures, tools, and techniques. Maintenance tasks/ shut down procedures, startup, user account creation, best practice in terms of daily monitoring/ checks, swapping core in a duplex scenario, and updates H323 end point (Phones) setup and trouble shooting.
• Working with local LEC’s and other PSTN providers on CO Trunk issues. Monitoring and responding to hardware and software problems, utilizing a variety of hardware and software testing tools and techniques (Putty, WINSCP, ASA,).
• Avaya CMS Maintenance, Reporting, Administration with Call Center Elite. VDN and Vectoring, Call Flow Design, Implementation and Maintenance. IP Telephony Deployment, Maintenance, and Trouble Shooting. Support and experience in S88XX and DL360 Servers.

Confidential

Avaya Design/ Implementation Engineer

Responsibilities:

• Provided support for sites throughout the United States and over Seas. Subject Matter Expert for Avaya CMS Custom Reports, Call Reporting, Call Routing, Avaya CMS, IQ, Experience Portal, CM 6.3, AES 6.3, System Manager 6.2, and Consolidated Reporting for contact center solution.
• Technical Strengths with such makes as Avaya S8100, 8700, 8710, 8720, G430, G450, VOIP, CMS, IP Soft Phone, Handled customer support through VPN networking to Design, Troubleshoot all Avaya Equipment, Served as Tier 3 support on call 7/24.
• Broad noledge of CMS, UNIX, Modular Messaging, Vectoring, VDN, IVR. ACD. Design, build and maintain CMS Realtime Reports, CMS Supervisor, Communication Manager and Programming of vectors/VDNs, Call Center Support.
• Served as point of contact on all adds, moves and changes of Avaya Equipment, CM, CMS, agents and skills, Call Routing, Voice mail changes/ pass word resets, Software and Firmware up grades and up date.
• Experience with Network Protocols (DHCP, DNS, LDAP, VLANs, MPLS, SIP, FTP, SSH, HTTPs), Maintain and document system access, backups, software version’s and license.
• Work with LEC in the United States and Over Seas, Checking daily of alarms and notifications, Manage and create login ID’s, Design, Configuration, Testing, troubleshooting EC500, Designed VDNs and Vectors for consolidated design to reduce impact to ACD Capacity Groups to insure Call Flows were not impacted.

Confidential

Avaya Design Engineer

Responsibilities:

• Design, Trouble Shoot Avaya 87xx, G250, G350, G700, VOIP, Voicemail UNIX, Modular Messaging, Genesys, IVR, Responsible for new Avaya equipment upgrades, Software, Firmware.
• Extensive utilization of Avaya Site Administration, Putty, WINSCP, VISIO, Red Line drawings to insure proper changes were made.
• Design CMS to insure Maintenance, Reporting, Administration, VDN’s, Skills, and Agents were working at full capacity so call flows were not impacted. Build, maintain and test Realtime reports and Agent Skills were working as design.
• VDN and Vectoring, Call Flow Design, Implementation and Maintenance. IP Telephony Deployment, Maintenance, and Trouble Shooting. Support and experience with DL360 Servers.
• Design work included Hunt Groups, complex Vectors/VDN’s, Dial Plans, and Station configuration using (ASA) Avaya Site Administration. Insured VDN’s/ Vectors were consolidated to reduce impact on ACD Groups.
• Insured Backups were perform, Software, Firmware was updated as needed, Provided Technical and System support when needed.

Confidential

Avaya Design Engineer

Responsibilities:

• Provided Call Center designs for large accounts, Branch Automation, Prepared specifications for Avaya equipment to be used.
• Design work on Avaya S87xx, G350, G700, VOIP, Voice Mail UNIX, Modular Messaging, IVR, CMS, Gensys, Hunt Groups/Skills, vector/VDNs, and Agent and Station configurations using ASA, Dial Plans, Call RoutingBroad noledge of, and experience in Avaya Application Enablement Services servers, Avaya IP Agent, Linux, UNIX, CM.
• Work with LEC’s to insure needed PRI’s were ordered and ready for new Installation of New and Existing sites. Perform IGAR configuration and testing, Design, configuration, testing EC500, IP Soft phoneDesign and Tested Agent reports were correct and working per design skills, Hands on Vendor coordination and design of new implementations.
• Design, setup Split/Skills, Agents, Login ID’s, Call Routing, Hunt Groups, and Pickup Groups, created spreadsheet programming for each job site.

Confidential

Avaya Design/ Implementation Engineer

Responsibilities:

• Lead designer for Call Center using extensive utilization of Avaya Site Administration, Strong Knowledge of Avaya AUDIX and Modular Messaging systems,
• Design CMS Reporting, IVR and other major Systems, CM, Call Center Agents, Trunks, vectors/VDNs. Stations, Routing, Hunt Groups.
• Handled all communications for 2000 people on site and 2000 - 4000 VOIP, Presented and analyzed reports and presented reports in meetings and on calls in different formats including Excel, MS Word.
• Handled Adds, Changes, and removals of extensions, Cover Paths, Agents, VOIP, Skills, Hunt Groups, Announcements, Features, Passwords, and Voice Mail system password resets.
• Design, Supported, Maintain Hardware, Software, Firmware, Patches on Network/ Switches, PC’s, Handled and tested monthly security checks on PC’s, Network servers.
• Worked with LECs and vendors to insure met company standards. Video Conferencing setup, Polycom systems,
• Design and insured Vectors and VDNs were consolidated design to reduce impact to ACD Group Capacity and to allow Call Flows to work as design, built, maintain, and tested realtime reports within CMS, Ensure Internal and External applications receive realtime data from AES (Application Enablement Services programming) server.
• Extensive experience in in complex telecom networking, VOIP, IP Agent and Call Center infrastructure, Identified and wrote test plans when needed to insure requirements were met, Recommended upgrades on hardware, software, firmware, patches for system requirements, Handled and purposed design changes to improve Call Center lines for all departments.