CAREER OBJECTIVE:

• Continue and obtain additional certifications on Cisco and Avaya. Work toward Obtaining SIP, Networking, and Security skills and training.
• Available for travel and relocation to Confidential.

PROFESSIONAL EXPERIENCE:

Confidential

• Telephony Infrastructure Engineer III/ Team Lead. Responsible for managing multiple accounts, which is includes BCBSNC, Emerald, and Fujitsu internal voice systems.
• As Telephony Team leader, I assign projects, and responsibilities to Telecom Engineers and Techs.
• As team leader, my focus is to keep the Avaya Telephony Infrastructure stable and current on firmware, patches and hardware.
• Keeping systems current on firmware, this allows Avaya to speed up time to get to a root cause for telephony issues.
• I'm also the escalation point for Telephony major issues, and have to be available on all major incident calls to assist in resolution.
• Provide guidance to other Telephony Engineers, and work with Network and security teams for projects.
• Work with Avaya vendors to provide quotes and then negotiate pricing to save company thousands of dollars.
• Assisted in 1000 person roll out for Avaya VPN remote 9650 IP phones to Work from home agents. I setup the design to have a location with 24 port Cisco switch, a laptop and set up Microsoft IIS http sever. This provided the ability to download VPN remote firmware and 46xsetting file to phone before being deployed to user's homes.

Additional responsibilities.

• Avaya Communications Manager 5.2.1 s8730 servers. Responsible for applying service patches, backups, and daily system checkouts for stability. Build trunks, status gateways,
• Avaya G650' Gateways. Responsible for upgrading firmware for Avaya circuit packs such as CLAN's, Medpros, VAL, IPSI, and Medpros. Installing new and replacement of All IP circuit packs, as well as DS1's, digital and analog boards.
• Avaya Modular Messaging, and MAS servers.
• Avaya AES servers.
• Avaya G860/Audio Codes Mediant 5000. Manage the DS3 and DS1 Trunks, SIP back to the Communications Manager.
• Avaya Session Manager and System Manager.
• Avaya SBC Session Border Controller
• Avaya Audix. I provide basic adds, moves and changes for user voice mail boxes.
• Turn-up and test Trunking for DS1 PRI's, and SIP to gateways.
• Nectar Voip Monitoring tool. This is a real-time voip tool to see when servers, gateways, and IP devices are down, or having voice quality issues.
• Provide quick work around for outages, to reroute calls.
• Provided extended help with features, such as call-forward, EC500, abrv-dial, announcements and recording, ars, aar, dial plans, COR changes, hunt groups, cov paths, and meet-me conferences.
• Add or modify Call Center features, such as VDN's, Vectors, Skills, and agent ID's.
• Add Avaya 96xx hardphones, VPN hardphones, One-x Agent sofphones, and One-x Communicator.
• Add, or change Cisco 79xx series phones in Call Manger as needed.
• Add Unity voice mail boxes are needed.
• Provide yearly disaster backup testing for Avaya ESS, and Avaya Modular Messaging.
• Print Infortel, Nectar, Avaya list measurement reports, and capacity reports as needed.
• Set FTP and DVD backups for Avaya Communications Manager.
• Documented Visio, Word, and spreadsheets for designs or process procedures on new or existing telephony implementations.
• Daily systems checkouts. This allows us to check possible outages beforethey happen.
• Additional servers.
• Polycom Conference Bridge. Audio bridge. Add users and manage Audio conferences.
• Infortel. This is the reporting system for CDR. Run and manage reports.

Confidential

Telephony Infrastructure Engineer III Team Lead.

My primary roll is to provide instruction and guidance to four Junior Telecom Engineers. Responsible for Telecom Infrastructure, to maintain all Avaya Aura 5.2.1 Communication Managers, AES, and Modular Messaging servers. Perform firmware upgrades to Avaya CLAN's , Medpro's, IPSI and Val circuit packs. Install DS1circuit packs, test and turn up of IP, Local, and Long Distance trunk groups. Provide changes, and installs to Avaya 46xx , 96xx ip phones. Assist and troubleshoot issues with One-X Communicator soft-phones. Daily systems maintenance checks on Avaya 87xx PBX's, G650 gateways, and Modular Messaging Voice mail system. Worked with Octel, Cisco Call Manager, Unity voice mail systems. Responsible for the decommission of all field office Cisco Call Managers and converted them over to Avaya. Assisted with installs of Modular Messaging and G650 Gateways. Keep Avaya CM's current on system capacity.

Confidential

Telephony Engineer Program and maintain PBX's and voice mail systems. This includes Avaya's, s8300, s8500, s8700, Definity csi, Prologic, Intuity voice mail and Cisco's Call Manager, and Unity voice mail systems. Maintain ACS conference system and Polycom audio video systems. Relocate, and install PBX's and voice mail systems. Maintain voice systems for US, APAC and EMEA regions. Install Avaya and Cisco voip phones. Responsible for capacity planning and backups. Call Center reporting on CentreVu. Review and approve all telecom bills. Maintain test and turn up of new T-1's circuits. Support 24x7 Global call centers. Program call center VDN, vectors and skills for Avaya, and basic knowledge with Cisco's IPCC express. Reader wall boards. Assisted with racking, and programing of Unity connection servers. Programmed trunks, route patterns, call search spaces, and media resources. Familiar dial-peers, DSP farms, T-1 controller, interface, debug commands Programing in routers. Able to load Cisco DLU licenses in Call Manager and Unity.

Confidential

Voice Engineer

• Project design and implementation for Sun Micro Systems account. System
• capacity planning for PBX and voice mail systems in the America's and Canada.
• Global dial plan administrator. Troubleshoot PBX, circuit and T-1 problems. Voice Associate and Team Lead.. Raleigh, NC
• Performed adds, move and changes for Avaya Definity PBX's.
• Administer ACD Vectors and Hunt Groups. Perform routing for ARS and AAR 5 digit dialing. Maintenance and testing. Performed changes on Nortel Meridian option 11-81 PBX's. Add and modify voice mail for Octel 250,350, 100, Intuity Audix, VMX and Meridian Mail. .

Confidential

Telecom Technician / Telecommunications Project Manager.

• Project Manager for new office installation of PBX's and voice mail systems. Responsible
• for monitoring trunk reports for 50 Lucent PBX's. Managed vendors for 25 Nortel Y2K,
• PBX upgrades. Trained employees on CentreVu Reporting, telephones and voice mail.
• Southeast Telecommunications Analyst. Atlanta, GA.
• Supervised two technicians. Responsible for telecom services for offices in the
• Southeast. Performed adds moves and changes on Avaya Definity G3R and Nortel
• Meridian 1 PBX's. Maintained Octel, Intuity Audix and Meridian voice mail systems.