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Sr System Engineer Resume

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Rockcreek, ParkwaY

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Work Experience

Sr. System Engineer

(July 2007- September2010)

Confidential,2800 Rockcreek Parkway

Maintain and administer US and GlobalAvaya S8700\'s with multiple remote sites and Avaya Modular Messaging. Administer contact center for US and Global locations. Maintain, backup, administer CMS and train on CMS Supervisor.Advanced networking including ARS, AAR with traditional, IP and SIP trunks.
Implement and project manage complex telephony solutions for new sites.
Troubleshoot & resolve issues in Avaya systems. Coordinate with vendors and network carriers.
On Call support 24X7
Responsible for infrastructure work instructions and call center documentation.

System Engineer

(November 2006 - May 2007)

Confidential,State Line Road, Kansas City, MO.

Maintained and administered Avaya S8700, CMS and Modular Messaging. Redesigned and implemented contact center solutions. Coordinated new site installations.Day to day add moves & changes.

System Engineer

(May 2003 - November 2006)

Confidential,Shawnee KS

Project managed complex Avaya new site installations, upgradesand additions of existing systems. Administration of Avaya CM and contact centers for SKC clients with Avaya PBX’s. Installation, programming, and troubleshooting issues on IP Office. Answered video technical support line.

Avaya Engineer

(May 1974 - September 2001)

Confidential,Southwestern Bell, Denver, Kansas City, Atlanta, Dallas, Oklahoma City

Engineer- Avaya CM administration for Avaya customers including trouble shooting,network trunk additions and advanced routing. Implemented Video conferencing solutions behind Avaya PBX’s. Coordinate & trouble shoot with network carriers.
Sr. Design Specialist - Designed new Avaya solutions & Contact Centers for Avaya customers. Design and configure system addition and upgrades to existing Avaya clients.
National Account Manager AT&T - Managed contact center for AT&T national accounts. Responsible for order entry and collections. Responsible for quality and workforce management of inbound call center. Monthly employee performance reviews and semi annual appraisals. Responsible for process improvement for work flow and call center.
Responsible for maintaining acceptable collection index of National Accounts for AT&T in Dallas TX.
Interfaced with large clients to handle delicate billing issues and improveclient relations.
Operation Supervisor AT&T Oklahoma City- Responsible for order entry and collections. Responsible for quality and workforce management of inbound call center. Monthly employee reviews and semi annual appraisals.
Responsible for maintaining target collection Index on large enterprise accounts.
Communication consultant for Southwestern Bell- Responsible for sales of new telephony hardware and voice circuits.
Commercial Customer Service Representative Southwestern Bell-Answered in bound call center calls for Southwestern Bell commercial accounts. Responsible for new orders on hardware & circuits, collection calls and sales of new services.

Education

Completed 53 hrs of General required classes

Skills

Avaya CM, CMS, Modula Messaging, IP office and Verint Call Recording.
Advanced Networking and Contact Center. Excel
Visio
Word
Avaya ACA
Avaya ACS
CMS and Contact Center
CTP/TIA certification
CVE certification
ICND1 class

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