OBJECTIVE A telecommunications position with supervisory responsibilities that utilizes my experience and education, with opportunity for advancement.

EMPLOYMENT HISTORY

Telecommunications Specialist

Confidential

• Manage day-to-day operations of Avaya Contact Center utilizing Avaya's S8710, G3Si, and S8300 PBX platforms dispersed on East Coast.
• Oversee forklift upgrades and software changes to the telecom equipment throughout the enterprise.
• Inventory and documentation of Avaya PBX systems.
• Manage IT Helpdesk Telecom Queue on a daily basis to provide support to internal customers.
• Support and administer PBX and adjunct applications such as Avaya's AUDIX, CMS and e-CAS.
• Perform MAC work as required to support both the call center and the enterprise.
• Provide support for facilities functions on behalf of the Facilities Department based in Melville, NY.

Confidential

Telecommunications Analyst III

• Manage day-to-day operations of Avaya Contact Center utilizing Avaya's S8700, S8500 and S8300 PBX platforms dispersed nationally.
• Managed installation of Verizon SONET ring for connectivity between S8700 and S8300 LSP .
• Oversee forklift upgrades and software changes to the telecom equipment throughout the enterprise.
• Manage IT Helpdesk Telecom Queue on a daily basis to provide support to internal customers.
• Support and administer PBX and adjunct applications such as Avaya's Message Manager and CMS.
• On Disaster Recovery / Co-Lo Implementation Team representing Telecom Department.
• Perform MAC work as required to support both the call center and the enterprise.
• Define new and enhance existing call flows with intelligent routing and SOPs for reporting.

Confidential

SR. IT Technical Analyst

• Responsible for administration and maintenance of Buffalo Collection Services' Avaya PBX, Intuity AUDIX, CMS, CTI, Intuity Conversant VRUs, Mercom Digital Recording equipment and Witness Quality Assurance equipment.
• Remote management places full responsibility and control on this position.
• Serve as liaison to Avaya, Mercom, and Witness for all major problems with above systems.
• Installation of Mercom and Witness equipment for 300 ACD stations.
• Provide total on-site support for all voice equipment including installation, maintenance, and trouble shooting of all equipment.
• ACD environment, 750 stations/500 lines.

Confidential

NOC Reactive Switch Manager

• Responsible for identifying network switch degradation trends, major network failures, managing network switch maintenance, service failures and emergencies, surveillance, customer maintenance, and escalations while ensuring quality of service and being part of disaster recovery.
• Manage approximately 100 represented employees who were responsible for the DSM and 5ESS Central Offices throughout New York State.

Confidential

Telecommunications Analyst

• Responsible for administration and maintenance of Avaya PBXs, Definity AUDIX, Intuity AUDIX, R3 and R2 CMSs and Intuity Conversant VRUs.
• Served as liaison to Avaya for all major problems with above systems.
• Provide total on-site support for all voice equipment including installation, maintenance, and trouble shooting of all equipment for five locations.
• ACD environment, 3300 stations/720 lines.

Confidential

Telecommunications Analyst

• Functioned as backup for Manager promoted 3/94 along with responsibilities as Technical Analyst.
• Coordinated and assisted in installation of DS3 equipment and lines into facility for Disaster Recovery purposes.
• Coordinated and assisted in Branch Call-Forwarding project to direct customer calls to Fleet's Answer Center instead of to individual branches.
• Trained employees and SUNY interns on various aspects of Fleet's telecommunications departments.

Technical Specialist

• Responsible for administration and maintenance of Avaya PBX, Definity AUDIX and CMS.
• Served as liaison to Avaya for all major problems with above systems.
• Served as liaison to Aristonics Corp. for Call Detail Recording reports and equipment.
• Provided on site and phone support for voice and data equipment for 150 locations.
• Coordinated and supervised installation of special project consisting of 250 voice data workstations.
• Assisted in the installation of Fleet's VSAT network.
• Provided direction to department personnel regarding daily administration and ongoing projects.
• ACD environment, 1600 stations/ 800 lines.

Confidential

Technical Specialist

• Promoted twice while supervising a six-person operations team
• Provided a real-time on-line environment executing daily, weekly and monthly production schedules.
• Supervised and monitored file transfers of 40,000 files across a T1 link.
• Often required to make critical scheduling decisions.
• Repeatedly commended by superiors for decisions made and efficiency of recovery/outcome.
• Trained new operators.
• Developed and implemented procedures to meet various production goals for 12 local departments and West Coast office.

Computer Operator

• Monitored on-lines to allow system access.
• Processed special job requests for 12 local departments and West Coast office.
• Executed daily/weekly/monthly production of reports and statements.
• Maintained backups of all information entered on the system.
• Created tapes for processing by affiliated data corporations.