PROFESSIONAL SUMMARY

Skilled Telecommunications Professional with extensive experience installing, administering and supporting Avaya products that possesses 15 years of hands on telecommunications experience and a BS Degree in Telecommunications.

TECHNOLOGY SUMMARY

Avaya Communication Manager, Avaya Modular Messaging and Intuity Audix Voice Mail, Avaya CMS, Avaya BCMS Vu, Avaya IP Office, VOIP, Microsoft Windows, Microsoft Office, Microsoft Project, Visio, Microcall Call Accounting, Cisco IOS, Blackberry Enterprise Server, Verizon My Business, AT T Business Direct

EXPERIENCE

TELCOMMUNICATIONS ANALYST

Confidential

• Implemented and maintain SAL Server for remote Avaya access and alarming
• Installed redundant MedPro circuit packs on all G650 Media Gateway port networks to address a single point of failure
• Re-engineered ARS routing and route patterns so that trunk groups and routes failover automatically in the event of a trunk outage.
• Implemented and wrote site failover procedures and documentation
• Upgraded Nuance Speech attendant and connected it with SIP trunks.
• Administrered SIP connections through Avaya Session Manager.
• Upgraded Avaya System and Session Manager Servers from 6.1 to 6.3.
• Wrote E911 recommendation based on business needs and liabilities.
• Installed redundant Avaya VAL boards into Audio groups to provide site and hardware redundancy for announcements.

HP Enterprise Services

TECHNOLOGY CONSULTANT/VOICE ENGINEER

Confidential

• Supported and Maintained United Airlines Avaya Systems at Cleveland, OH Airport Hub and 26 other surrounding Airports in the Midwest.
• Installed and configured Avaya Media Gateways as SLS and LSP systems and attached them to the Communications Manager Servers in Cleveland.
• Setup and configured ARS Location Tables and also made modifications to main ARS table.
• Setup and configured IP Network Regions for 5 digit VOIP dialing throughout the global corporate network.
• Programmed call vectors for new Avaya airport sites to route incoming local phone calls.
• Updated Visio diagrams and created new procedural documentation.
• Co-located various airports to move Continental and United offices into one location that included moving the Avaya media gateways, changing network settings and adding additional telephones.
• Performed software updates to media gateways and Avaya CM Servers.
• Installed Avaya VOIP telephones.
• Performed moves, adds and changes and break/fix requests at various airports across the Midwest.
• Uninstalled Avaya gateways from physical location and removed all translations from an Avaya CM server when those sites were converted to another platform.

Safeguard Properties

TELECOMMUNICATIONS ANALYST

Confidential

• Switched long distance service provider which saved the company approximately 60,000.00 annually. Also, setup and tested new PRIs, signal groups and trunk groups in the PBX.
• Modernized corporate telecomm system from Avaya Definity G3si platform to Avaya 8730s running Communications Manager 5.2.
• Moved corporate telecommunications infrastructure to a new facility to accommodate tremendous growth of business over a series of 3 weeks with minimal downtime, included 600 telephones and 200 call center agents.
• Implemented Avaya VOIP telephones.
• Programmed vector call menus to more efficiently route and queue telephone calls to the ACD call center.
• Designed custom Avaya CMS call center reports and calculations, created report scripts to automatically generate call center reports and wrote VBScripts to email daily call center reports.
• Administered and programmed Symon Communications reader board.
• Administrated and maintained Avaya PBX, ACD call center, Intuity Audix Voice Mail and CMS reporting server.
• Administered and maintained Blackberry Enterprise Server which included performing upgrades, applying patches and setting up new user devices.
• Managed large cellular account, local and long distance telephone accounts by procuring and provisioning new services, recommending new contracts and reconciling billing.
• Installed Cisco 2600 series router in satellite office.
• Created call flow diagrams using Visio for every vector program in the PBX.
• Installed and managed Microcall call accounting system to track telephone usage and costs by department and individual.
• Installed and configured VAL Announcement board to better manage and backup PBX announcements

MTD Products

TELECOMMUNICATIONS ANALYST

Confidential

• Responsible for the management of 17 locations with a variety Avaya PBXs, 8700s, 8500s. IP Office, Definity Prologix, Intuity Audix Voice Mail Systems, IVRs and CMS
• Installed new ISDN PRI trunk groups, signaling groups and DS1s.
• Installed various VOIP trunk groups using point to point T1s to and from every major location at MTD in Ohio, Mississippi, Arizona, Georgia, Canada and Mexico.
• Installed Spectralink wireless VOIP telephones at the main campus in Valley City, Ohio.
• Installed Avaya IP Office at sales office in Bentonville, Arkansas.
• Implemented Avaya One X Agent at Atlanta Sales office.
• Coordinated Telecom circuit provisioning for local and long distance carriers including IDSN PRI, T1, OC12, OC3 and DS3.

Regional Income Tax Agency

COMMUNICATIONS SUPERVISOR

Confidential

• Administrated and maintained an Avaya Definity PBX, Intuity Audix Voice Mail System and Conversant IVR.
• Installed VOIP telephones to remote office over site to site VPN.
• Managed IT helpdesk that supported client applications and 200 Windows workstations.
• Administered, tested and setup Windows server backups using VERITAS Netbackup Datacenter.
• Implemented Avaya BCMS Vu to provide real-time and historical call center statistics. This effort allowed call center supervisors to measure trends in order to provide better customer service.
• Implemented Intuit's Track-IT helpdesk management suite that tracked of work orders and service calls and created an IT knowledge base for quickly solving repeat issues.
• Implemented Captaris RightFax business server, gateway for Microsoft Exchange and client software that improved end user productivity and Fax transmission reliability.
• Installed Service Packs, upgrades and patches for Microsoft, Avaya and RightFax servers.
• Implemented Microcall call accounting system that is used to track phone usage per station and department.
• Implemented an Avaya Conversant IVR that provided self-service tax preparation information and took payments over the telephone.
• Implemented an internal Service Level Agreement and reported to management on the performance of the IT department adhering to the SLA.
• Upgraded RITA's email platform from Microsoft Exchange 5.5 to Exchange 2000.
• Responsible for maintaining and negotiating contracts for Cellular Telephone Service, Local Telephone Service, Long Distance Telephone Service, Internet Service, Hardware Maintenance and Software Maintenance.
• Implemented ISDN PRI T1 circuits which dramatically reduced cost and increased Trunking.
• Programmed vector call flows to more effectively route telephone calls.
• Administered an Avaya ACD call center with approximately 55 agents split into 10 hunt groups.