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Telecommunications Specialist Resume

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Grand Prairie, TexaS

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PROFESSIONAL EXPERIENCE:

Confidential,Texas
Level 2 Voice Support June 2011-Present

  • Escalation step for remote Voice Support users when issue requires additional level of expertise
  • Assessment of CORE PBX environment issues.
  • Assess/correct voicemail issues (MM & Audix)
  • Contact Center Support-PBX-vectors, vdns, agents, stations, IP Agent.
  • Assess/engage the appropriate resolver as required for SBC,
  • Toll Bypass issues.
  • Coordinated Avaya site visits for trouble issues
  • Act as the user’s advocate for trouble tickets through closure.
  • Communicate ticket status and resolution information to customers as appropriate.

Confidential, Dallas, Texas
Avaya Programmer Coordinator October 2007-June 2011

  • Evaluate client business needs, define requirements and provide recommendations on telephony solutions.
  • Manage moderately complex projects.
  • Provide remote Avaya PBX support-mac-vector maintenance/design.
  • Provide limited remote Nortel support.
  • Provide remote Avaya voicemail (Audix/MM) support adds/deletions.
  • Trouble resolution of voice/data services/circuits with service providers.

Confidential, Texas
Project Manager May 2002-March, 2007

  • Managed simple and complex telecom installation projects throughout the development lifecycles including project scope, schedule, resources, costs and change control.
  • Assembles and chaired project team meetings.
  • Develops implementation and cutover plans.
  • Managed/conduct station review process.
  • Managed project requirements and deliverables per client expectations.
  • Manage/supported implementation of Avaya S87XX CM platform installs for Enterprise environments-TDM, VoIP and peripherals.
  • Analyzed client needs and worked with teams to deliver solutions for their telephony needs.
  • Trouble resolution of voice service providers for maintenance clients.
  • MAC administration of Avaya Communications Manager, Call Management System and voicemail platforms for installation and maintenance clients.
  • Call Center Support-Implementation and ongoing maintenance of CMS for installations and maintenance clients.
  • Voice Messaging administration-AUDIX, LX, IA770, Modular Messaging for installations and maintenance clients.

Confidential, Dallas, Texas
Sr. Telecom Analyst September 2000- October 2001

  • Managed implementation of PBX’s and services for remote locations.
  • Trouble resolution of voice/data services/circuits with service providers.
  • MAC administration of Avaya G3Rsi/Prologix and Intuity voicemail.
  • Call Center Support-Implementation and ongoing maintenance of CMS.
  • Maintained Call Management System (Centre Vu). ACD’s, VDN’s, report scheduling.
  • User training for various Avaya products.

Confidential, Southlake, Texas
Telecommunications Specialist June 1999 – August 2000

  • MAC of Lucent PBX and Intuity Audix voice mail.
  • Monitor/approve local, long distance, calling card and cellular billing.
  • Coordinated relocation of corporate office.
  • Voicemail/Telephone User Training.
  • Responsible for voice/data circuit troubleshooting and resolution

Confidential, Texas
Telecommunications Analyst June 1998 – June 1999

  • PBX and Intuity Audix voice mail administration for Corporate and 20 remote offices.
  • Coordinated telecom installation of 5 remote offices and relocation of corporate office.
  • Maintain/monitor/approve local, long distance, calling card and cellular billing.
  • Interactions with major Local Exchange Carriers and Long Distance Carriers regarding circuit and services.
  • Responsible for voice circuit troubleshooting and resolution
  • Maintained Call Management System (CentreVu Supervisor). ACD’s, VDN’s, dictionary items, report timetables.
  • User Training

Confidential, Dallas, Texas
Telecommunications Manager April 1995- June 1998

  • Managed employees at the corporate office.
  • Administrator for AT&T/Lucent G3I, Audix, Intuity Audix, Merlin Legend.
  • Maintained voice and data circuit inventory.
  • Maintain/monitor/approve local, long distance, calling card and cellular billing.
  • Responsible for voice/data circuit troubleshooting and resolution
  • Responsible for reviewing local and long distance carriers.
  • Coordinated facility relocation.

Hardware:

  • Avaya S87XX Media Servers and Media Gateways
  • AT&T System 75, G3si, G3R and Prologix
  • Avaya Communications Manager 3, 4, 5 and Aura 6
  • Avaya-Intuity Audix LX, MAP5, MAP 100, Modular Messaging,
  • Working Knowledge Cisco Routers.

Software:
Microsoft Products

  • Excel
  • PowerPoint
  • Word
  • Access
  • Project

Avaya Communications Manager, BCMR (formally BCMS), Integrated Management Suites (ASA), Multi Site Administration (MSA)
Avaya Call Management System (Centre Vu), Avaya Application Enablement Services (AES)

Education:

AT&T/ Lucent Technical Training

References: Available upon Request

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