PROFESSIONAL EXPERIENCE

Confidential

Senior Avaya Convergence Engineer/Voice Architect

• Providing strategic Avaya technical guidance and roadmap, design, development, and implementation. In addition to 24/7 operational support of Avaya Contact Center systems and locations.
• This person would also be the lead resource for working with vendors as appropriate to implement all aspects of the Avaya Aura deployment environment. This position is the SPOC Single point of contact .
• This position is the primary SME voice subject matter expert for the Avaya Aura platform and key technical liaison to all other cross-functional team's network, server security and help desk .
• This position is responsible for updating documentation, change control and related problem solving.
• This position is responsible for the planning, design, implementation, maintenance, monitoring, and support of all aspects of the Avaya Aura 6.3.9 VoIP, SIP communications, end-point environment located across multiple locations. This includes being involved in physically implementing, installing, configuring the hardware and software.
• Assigned to Miami based customer for upgrading the Avaya Aura voice infrastructure to 6.3.x
• Responsible for driving multiple Avaya projects and initiatives to ensure Contact Center roadmap strategy is effective and meets business requirements
• Identify and satisfy Avaya network, security, desktop and application interoperability requirements
• Identify execute Avaya HW/SW changes. Patching, upgrades to ensure product services are current.
• Maintains integrity of Avaya Contact Center systems - availability, scalability, DR and capacity planning
• Plays an active role in preparing business assessment deliverables
• Coordinates and collaborates with Avaya internal/external contacts in establishing and carrying out operational responsibilities

Confidential

Avaya Telecommunications Manager

• The Avaya Telecom Manager, Corporate Voice Communications has direct management and technical leadership oversight for the Telecom Engineering team of 6 that is responsible for 5 call center locations in
• Manage a Telecom Team of 6 engineers
• Total expected agents by end of 2014 3k from 1k
• Currently providing SME planning for upgrading/implementation/deployment to version CM 6.3 environment for 1 Core, 1 DR and 6 remote offices while expanding and opening 2 new call centers.
• Proof of concept, business continuity, disaster recovery planning and testing
• Budget planning with responsibility for spend for area s of responsibility Avaya call center
• Vendor management daily Avaya , Uptivity Call Copy , Verint, Presence Technology, Verizon and AT T
• Contractual review and negotiations for all Avaya equipment
• 24X7 On-call management and escalation support especially during maintenance windows
• Leads and participates in efforts to define and develop cost effective voice solutions/enhancements to optimize business needs and communications equipment/software capabilities. To include: researching, performing cost benefit analysis, recommending and gaining commitments.
• Consistently follow standard change management processes and ensures less experienced engineers also do. Document and evaluate impact of required changes to the various Avaya Call Center Servers
• Just completed the upgrade/implementation/deployment of 2 Data Center's East/West coast up to 3k agents supported upgrading to version 6.3.x on Avaya Call Center server support
• CM Communication Manager DL360g8 servers, ESS/LSP Enterprise Survivable and Local Survivable version 6.3, g450 Media Modules , g650 IPSI, CLAN, MEDPRO and Val boards , SP System Platform version 6.3.4 , AES Application Enablement version 6.3.3 , CMS version 17 , AAM Avaya Aura Messaging version 6.3 Uptivity Call Copy , Verint/Witness, Presence Technology version 9.3, IP Phone 46xx and 96xx latest IP phone firmware updates

Confidential

Senior Avaya IPT Engineer

• Provide daily escalation support to operations department for Americas region for legacy and IPT environment
• for several main core locations and over 400 field PBX branch sites
• The IPT engineer is a lead technical expert that interfaces with other members of the Network Engineering team as well as the Service Delivery teams responsible for project delivery and support.
• The IPT Engineer works within a global team of Network and Voice architects and is responsible for product engineering, service design and development of the UC strategy.
• Technical lead and subject matter expert for major UC technologies including PBX, IP Telephony, Communication Manager, Session Border Controllers, SIP interfaces to telecom's carriers, voicemail.
• Experience delivering major transformation programs and migrations from legacy voice to IP Telephony
• Experience engineering voice solutions for major enterprise networks, ideally in global financial services firms
• Definition of the UC strategy as it pertains to IP Telephony Avaya ,Communications manager, System/Session manager, Session Border Controllers Acme and SIP interfaces to telecom's carriers

Confidential

Telecom Architect- Key responsibilities

• Manage a Telecom/Voice team of 5 engineers supporting the Avaya Call Centers Operations Group
• The Avaya Telecom Architect is a lead technical expert that interfaces with other members of the Network Engineering team as well as the Service Delivery teams responsible for project delivery and support.
• Provide expert knowledge and effectively manage the PBX architecture, design, configuration and troubleshooting of AVAYA Aura Enterprise based solutions for the deployment of 10 New Call Centers
• Providing local and global leadership, direction and ownership for Avaya best practice designs and standards
• Developed Roadmap for large scale rollout of enterprise wide IP-Based systems such as Avaya Aura Portfolio
• Providing governance, support and operational escalation for the production environment
• Certification of new products and services, Interoperability lab testing for new technology before deployment
• Representing the global team at cross divisional and external forums to discuss strategy, direction, and plans
• Develop implementation support processes, Time Motion models and escalation procedures supporting a variety of internal teams as the primary, in-depth technical Subject Matter Expert in Avaya implementation Best Practices.
• Coordinate with all vendors in designing, planning, installing, reconfiguring and upgrading enterprise infrastructures.
• Mentors and provides guidance to 5 members of Call Center team in 4 different states
• Successfully deployed 10 New Call Centers into the PBX Avaya Aura technology from Nortel and Cisco
• Built and implemented Avaya infrastructure DR-disaster recovery plan for Avaya call center and SIP technology
• Successfully designed and tested main core location and DR-disaster recovery site for 100 fail over for
• Avaya Core products, SIP Technology for all call centers

Confidential

Senior LEAD AVAYA Telecom/Voice Engineer/ Consultant IPT

• Ability to extract key business requirements along with strong negotiation and influencing skills
• Ability to present complex technology solutions in a simple way as well as the ability to drill-down to detail
• Proven experience and success as a Lead Senior Engineer managing teams analyzing, designing and implementing complex solutions to support long-term business needs, preferably within financial services industries from legacy PBX Avaya to new IPT PBX Avaya
• Avaya Certified Expert Implementation IPT- Contract position 9 months
• Project Management, installation, maintenance, provisioning, deployment and on-site/remote
• The Senior Lead Engineer is a lead technical expert that interfaces with other members of the Network Engineering team as well as the Service Delivery teams responsible for project delivery and support.
• Develop implementation support processes, Time Motion models and escalation procedures supporting a variety of internal teams as the primary, in-depth technical Subject Matter Expert in Avaya implementation Best Practices
• Successfully implemented and built Avaya roadmap for the deployment of over 800 field locations to Avaya Aura Technology
• Successfully implemented and built 2 CO-LOCATED facilities for HUB to house latest Avaya Aura Technology infrastructure

Confidential

Senior Avaya Installation and Maintenance Engineer Contract position 9 months

Responsible for over 400 Avaya PBX s8x00 servers and 1000 gateways running Avaya Communication Manager 5.2 for MDCPS

Confidential

Messaging Application Engineer

• Responsible for installation, maintenance, upgrades and configuration of S3500 servers for REL 3.x and 4.x for Modular Messaging with MSS, Web Client,
• WSO Web Subscriber Options, AES and Message Networking.
• Also supported the OCTEL Aria 250/350 and Serenade 200/300 legacy voicemail

Confidential

Senior Avaya Installation Engineer

• Contracted by MDCPS for the installation, staging, and configuration, provisioning and maintaining of 200 PBX S8300C servers with IA770 voicemail, 200 S8300 LSP servers, 3-5 G700 gateways and Avaya 6K UPS.
• Project consisted of site surveys for 19 inch rack, associated cabling from rack to customer demarcation.
• Managed all vendors work from start to completion for all installations
• All sites had New T1.5 PRI Installed and turn up before or day of cut over.
• Lead Senior Avaya engineer onsite coordinating 2 teams of 4 engineers each-total of 8 engineers.
• Successfully deployed 400 new school installations into the Avaya Aura technology

Confidential

Senior Customer Systems Engineer

• Dedicated lead senior customer systems engineer of installation of Avaya Product line PBX including migration, software and hardware upgrades to VOIP with daily interaction with Project Management for complete customer satisfaction.
• Provided technical field support and escalation for customer system engineers.
• Compiled documentation comprised of configuration for all equipment installed, upgraded as well as service records.
• Assisted technical sales support in preparation of presentations to prospective customers.
• Coordinated Disaster Recovery Plans for all Avaya/Octel equipment
• Participated in the Mentor Program to train customer systems engineers on the latest technology