SUMMARY:

• 19+ years of experience as a proven problem solver with a deep understanding of Avaya architecture and converged infrastructure. I am a leader in my field.
• I have continued to be hands on managing Avaya gateways, endpoints and voice networks. I have interacted and collaborated with all levels of management, telecom, technical staff and vendors. As an independent thinker and results driven network communications professional, I have demonstrated expertise in diverse technological concepts such as Unified Communications, VOIP, LAN, WAN, and Call Centers to name a few.
• One of the strengths that I have developed over time is to be aware of defining and implementing solutions that are aligned with business goals and being in compliance with budgetary restraints. After serving six years in the United States Navy repairing computers and configuring high speed telecommunications equipment aboard two ships, I earned an honorable discharge.

SKILL:

• SIP endpoints/trunks / System Manager / Session Manager
• AAM / Modular Messaging
• Experience with Avaya Communication Manager 5.2 - 6.3
• Proficient with troubleshooting complex VOIP/SIP voice network issues
• Able to design and analyze vectors (EAS),VDN’s, CMS v.18
• Solid experience working with voice circuit providers - circuit turn ups
• Familiar with G430’s G450’s 8300’s survivability, lsp and sls
• Expert in troubleshooting complex Avaya voice platform issues.
• Ability to provide voice design and Avaya Aura architecture recommendations.
• VeraSMART call accounting software
• Microsoft Office tools, i.e. Word, Excel, PowerPoint and Visio
• Linux / Bash scripting

PROFESSIONAL EXPERIENCE:

Confidential

Senior Remote Avaya Consultant

• Team member on a project to migrate the voice system to a managed Services Provider SIP environment. Completed provider SIP Administration / Troubleshooting training.
• Provide the MSP with requested Avaya data in the existing environment and participate in a weekly status calls.
• Primary point of contact for all Avaya voice related issues, such as new and existing agent administration, Modifying and creating vectors, Troubleshooting voice network problems.
• Provide support and consultation for technical solutions within the company's telephony and contact center telecommunications environments.
• Accessible 24x7 to support the telecommunications infrastructure to minimize the impacts of incidents, changes, upgrades, and installs.
• The existing voice infrastructure consists of three G430’s and one G700 all with 8300 internal call controllers. Duplicated 8800 pair. Aura Messaging for voice mail and CMS for agent reporting and management. VeraSmart call accounting. One - X Agent
• Point of contact for resolution of all telecom related outages, alarms and faults.

Confidential, Tampa Fl.

Avaya Telecom analyst

• Primary responsibilities: Analyze business client’s communications needs, every day moves adds and changes, troubleshooting trunking issues. Analyze carrier trunking design.
• Completed a project to set up a G430 gateway for a New York based pharmacy
• Turned up the circuit, programmed the vector and agents.
• Set up the announcements and racked the gateway. Set up the voicemail boxes.
• Configured the 8300 LSP
• Completed a project to bring TASKE contact center on line to replace Avaya CMS. Added call center agents to the application, trained call center supervisors on how to pull TASKE reports.
• Maintained Avaya server gateways, Modular Messaging, AES and CMS
• Modify call vectors and troubleshoot voice network problems in an enterprise multi user environment

Vesta Inc. Alpharetta Ga. 5/2014 - 11/2014

Avaya Voice Engineer

• Responsibilities include monitor and maintain various corporate enterprise level voice components such as: System manager and CM 6.3 servers and AES.
• Avaya System Manager/Session Manager
• E Talk call recording
• Analyzed, troubleshoot and resolved VOIP problems

Confidential, Norcross Ga

Avaya telecom support center Engineer

• Resolve customer equipment outages and alarms that are generated via trouble tickets in a High-Pressure NOC environment while working for this leading independent integrator of communications solutions and services.
• Ensure customer satisfaction through detailed analyses of customer voice systems and voice networks.
• Perform firmware upgrades on circuit packs and troubleshoot voice network, c-lan medpro and IPSI issues.
• Maintain customer call management systems (CMS)
• Work with customers to review and design their Disaster recovery and business continuity plan.

Confidential, Atlanta ga

Sr. Telecom Engineer

• Manage the corporate infrastructure pbx voice systems: 8700 and G350 and Modular Messaging voice mail system.
• Develop voice projects which include setting up call centers, agent hunt groups and vector routing.
• Ensure 99.999% uptime operation of the telecommunications infrastructure, including all associated software, hardware and network connections

Confidential, Alpharetta Ga

Senior Voice Project Manager

• Contract project Manager working for Confidential amp;T GBS/IBM supporting the Confidential voice network local and national accounts.
• Order and turn up new local and long distance services
• Work with vendors to resolve voice network outages.
• Validate call center design specifications vs. Equifax requirements perceived and actual
• Coordinate personnel moves adds and changes, make vector changes for the various call centers and pull CMS reports