SUMMARY

• With 30+ years of Military and Civilian Telecommunications Experience in Government and Military Installations, Call centers, colleges, hospitals, financial and insurance industries, laboratories, Municipal Services, Public School Districts, and Telco Contractors.
• Designed, Configured, Implemented, and Managed hundreds of Non - Converged Voice Networks
• Performed hundreds of equipment installs, PRI or SIP TTUs and DID ports, and cutovers.
• Trained thousands of end users on Cisco, Mitel, and Avaya Digital, IP and SIP Endpoints.
• Developed Policies and Procedures to remotely train hundreds of local Admins to be PBX Administrators and perform MACD saving on Telecom budget.
• Personally deployed thousands of Digital, SIP, and IP devices and developed documentation, and trained users.
• Perform discovery to design and implement hundreds of Cisco, Mitel, Avaya Gateways, and PBXs.
• Experience with Nortel Contact Center and Avaya Interaction Center ready for Avaya Aura
• Utilize remote Collaboration tools to assist end users.
• Implemented Network access to Non Converged PBXs for Administration via the network
• Serve as SME for Telecommunications related issues throughout the Organization and with Vendors and instill a sense of "You have a problem? Call Woody If he can't do it he will find someone that will."

TECHNICAL SKILLS

• Telecommunication
• VoIP
• SIP Endpoints
• Avaya
• Mitel
• Cisco
• Avaya Aura System Manager exposure
• All Avaya emulation programs
• Telecom Vendor Management
• Hosted Solutions Portal Management
• Network Support
• LAN
• Computer Networking
• Help Desk
• WAN
• Troubleshooting
• Telephony
• Cabling
• Active Directory (10+ years)
• VPN
• Project Management
• Audio and Video conferencing support
• Microsoft Windows Microsoft Office
• Low Voltage
• Technical Support
• System Administration
• Team Leadership
• Service Now
• Linux
• TCP/IP
• DHCP
• Disaster Recovery
• DNS
• Adobe Acrobat
• WebEx support:
• Network Administration
• Teams Administration
• Network Infrastructure
• Microsoft Exchange
• Network Firewalls
• MPLS Authentication
• Microsoft Windows Server
• HP
• Black Box LPB
• Cisco Switch Administration
• Personnel Training
• WAH, On Site
• Field Technician
• Utilize gotoassist
• Bomgar
• LogMeIn
• TeamViewer

PROFESSIONAL EXPERIENCE

Confidential, Hampton, GA

Sr Associate Telecommunications

Responsibilities:

• Responsible for the Telecommunications Services for 200+ Field Offices Nationally.
• Designed, Configured, Implemented, and Managed hundreds of Non-Converged Voice Networks
• Analyze PBX configuration, Telco bills, and CSR, Review floor plan, Blueprints, As-Built, Patching Schedules, Wireless Analysis to convert to SIP or IP environment
• Perform discovery of PBX configuration, Telco bills, and CSR, Review floor plan, Blueprints, As-Built, Patching Schedules, Wireless Analysis to convert to SIP or IP environment
• Serve as Technical Advisor during installation and at times configuring equipment Upgraded physically and via software Routers, Switches, Cisco, Avaya, and Mitel PBXs and controllers and endpoints.
• Administers moves, adds, changes, and deletions of PRI, Cable, Data, and wireline telecom accounts related to new locations, shut down of existing locations, and the acquisition of new sites company-wide
• Supervise technicians in installing data and voice equipment.
• Train and supervise team members and administrators in Telecommunications Administration.
• Serve as Supervisor in Company Telecommunications Department.
• Assist in the training and development of team members
• Engineer, Install, Administer and Repair Mitel SX-200, 3300 MCD thru EX controller, Avaya BCM450, IP Office, CS1000, CUCM and other gateways and peripherals.
• Including related Hardware and Software utilizing their associated GUI or software.
• Proven expertise with Avaya Core components - System Manager, Session Manager, Communication Manager
• Experience with Nortel Contact Center and Avaya Interaction Center ready for Avaya Aura
• Contact Center Configuration skills - Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes,
• Served as telecommunications Manager for fortune 500 company in the 90’s which had C.C.
• Coordinate Decommission PBX and arrange for storage, resell, repurpose, or disposal
• Upgraded physically and via software the Sonic Wall, Routers, POE Switches, Cisco, Mitel, and Avaya PBX, UPS, and WAP are to be installed
• Active Directory Domain Administration
• Trained hundreds of end users on phone usage of Ring Central, Comcast, Fusion hosted phones and web portals
• Serve as POC to Order Services, Open and Manage Repair Tickets with various vendors until completion.
• Utilize gotoassist, Bomgar, LogMeIn, TeamViewer and other tools to remotely train hundreds of Admins and Administer PBXs or provide access to vendors and provide assistance.
• Migrating 200+ Offices from copper PRI and analog services to Wireless OOB or Fiber POTS or PRI.
• Personally deployed thousands of Digital, SIP, and IP devices and developed documentation and trained users.
• Logs into Service Now Voice Services queue to work issues and communicate with the end user/vendors until resolved.
• Orders new phone system equipment and coordinates repairs for all field locations
• Collaborate cross-departmentally to do special projects for customers and address complex issues
• Suggest solutions that our products provide to anticipate customer needs
• Ensure customer delight by getting to the root of any issue quickly and following up to make sure the problem is resolved
• Receive inbound support calls and online chat inquiries from customers to answer technical questions and solve technical issues
• Serve as POC to Troubleshoot and resolve complex issues with PBX and VOIP communications
• Provide Help desk support for Network, Desktop, and Telecommunications issues.
• Develop and implement dial plans, dial plan migration
• Perform SIP Troubleshooting for SIP Phones and SIP Trunks
• Experience with QoS

Confidential - Tacoma, WA

Responsibilities:

• Government and military installations, Call centers, colleges, hospitals, financial and insurance industries, laboratories, municipal services, and public school districts,
• SME for Telecommunications related issues throughout the Organization
• Install and Administer Cisco, Comdial, Tadiran, Mitel, and Avaya PBXs moving locations
• Configure and install POE switches, routers, WAP, and UPS
• Per BICSI, ANSI/TIA/EIA-568-B. Work and cable LAN RM, IDF, MPOE, and Telco Closets.
• Perform equipment installation cutover of data and voice network PRI services.
• Maintains strong relationships with telecommunications vendors
• Receive inbound support calls and online chat inquiries from customers to answer technical questions and solve technical issues
• Administer PBX for Call Center Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, Moves, Adds and changes
• Provide Help desk support for Network, Desktop, and Telecommunications issues.
• Self-taught on various PBXs prior to getting formal training and working closely with Engineers and Technicians,
• Ability to train end users, Admins, Engineers, and Technicians on Telecommunication tasks.
• Experience supporting mission-critical systems 24x7x365 including regular on-call for after-hour and weekend support.
• Experience with business continuity/disaster recovery failover/failback and run-book documentation.
• Ability to prioritize multiple assigned tasks and execute parallel tasks in a high-pressure environment.
• Motivated self-starter and fast learner with the ability to work independently, but more importantly, are able to use the company resources efficiently, effectively and collaboratively to achieve best results in the available time.
• Demonstrated organizational, analytical, and problem-solving skills.
• Strong writing and communication skills.
• Supervise team of low voltage wirers in implementing infrastructure.
• Telecommunications Repair including DEPOT level maintenance US ARMY SOC Telecommunications Technician for Washington State National Guard
• Served various leadership roles both Active and National Guard duties.
• Telecommunications Engineer servicing Multiple School districts
• Served as telecommunications Manager for a fortune 500 company in the 90’s which had C.C.
• Telecommunications System Administrator for a Fortune 500 companies
• Field Service Technician for several companies