SUMMARY:

Over twenty years of experience in telecommunications systems, auditing, installation, maintenance, and daily operations in central and remote offices for medium to large companies. Major strengths include workflow production, project management,, system programming

TECHNICAL SKILLS:

Hardware: Confidential G3r, G3si, 8700 servers, Confidential Gateways 450, 650, 700, Confidential Definity Prologix, Intuity Audix, Tadiran, T3, 8410 B, 8410 D, 8434, 2420 & 6400 digital phones, 4600 & 9600 Series IP Phones, Siemens Hicom 300, Siemens Model 80 EP, Siemens Model 30 EP, Phonemail, Optiset E Advance, RP 624, Nortel BCM and Key Systems, Valcom, and Polycom video conferencing.

Software: Cisco Call Manager, Cisco, Unity, Confidential CenterVu Supervisor, Confidential CMS Administration, Confidential Contact Center Applications, Confidential System Administration, Confidential Aura Communications Manager, Confidential System Manager, Confidential Session Manager, Confidential One - X, Confidential Modular Messaging, Vantive, Magic, Remedy, Service Now, and Microsoft Windows.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Telecommunications Project Manager

Responsibilities:

• Provide technical knowledge and skill using Confidential and Cisco voice applications in an enterprise environment.
• Ability to provide Confidential platform administration.
• Translate customer requirements into formal agreements and plans to culminate in successful execution meeting business objectives
• Work with customer and the support team to identify business requirements and develop proposed solutions and deployment plans.
• Manage operations and maintenance of Confidential enterprise voice networks from the desktop to the core.
• Lead cradle to grave life-cycle process from initial technical response through development, test and final delivery.
• Formulate partnerships between customer, suppliers, and staff.
• Identify risk and develop mitigation strategies for new and existing projects.
• Analyzes new and complex project related requirements and creates innovative solutions involving scheduling, technology, methodology, and tools.

Confidential, Columbia, MD

Senior Telecommunications Engineer/Programmer

Responsibilities:

• Programmed and implemented professional services support on Confidential Communication Manager).
• Expanded Aura features to new customers including stations, trunking, ARS, AAR, UDP, CORs, COS, Hunt groups, coverage paths, VDN’s, vectors, announcements, and all other associated system features.
• Maintained integrity of resource tracking documents.
• Maintained and developed programming automation tools.
• Provisioned new phones, users, mailboxes, E911 and utilized the following: System Manager, Communication Manager, Aura Messaging, Session Manager, ESNA voicemail, and AVST messaging.
• Project lead in the programming and testing of The House of Representatives implementation project.

Confidential, Washington, DC

Senior Telecommunications Engineer

Responsibilities:

• Led the design, implementation, and monitoring of the Confidential Infrastructure, including Confidential PBX Systems and Confidential 8700 Media Servers.
• Supported telephone connectivity, set configuration, voice mail and telecom applications including call recording.
• Provided architectural support and high-level analysis for Confidential systems and components.
• Made recommendations for improvements and the development of technical standards.
• Worked closely with Call Center staff to ensure Service Level Agreements (SLA) are met.
• Provided client support via phone and email in a timely resolution via Service Now Ticketing System.
• Performed telecom hardware/software modifications as well as upgrades to meet specific needs.
• Conducted analysis, prepare reports, and works on project implementation.
• Designed Confidential solutions that maximize the sharing of applications, information, and resources.
• Assisted with procurement of Confidential -related hardware, software, and services.
• Investigated and resolved problems, inefficiencies, and performance issues. Manage MAC and troubleshooting.
• Researched emerging Confidential Call Center technologies and makes recommendations based on business needs.
• Scheduled and coordinated installation and maintenance of standard Confidential software/hardware on the network and ensures compatibility with existing infrastructure.
• Configured system monitoring and alert tools to ensure system availability is maintained.

Confidential, Washington, DC

Telecommunications Engineer

Responsibilities:

• Ensured company solutions are integrated with the customer’s system and continue stability.
• Major project responsibilities included completing the provisioning work in stations, intercom groups, call trees, and voice mail boxes to ensure successful cutovers during conversion from Verizon to DC-Net.
• Notified appropriate teams for trouble resolution; recommends actions that need to be taken to repair teams; performs repairs if no team is assigned.
• Reviewed the strategic design of a customer’s network by translating business needs into technical system solutions, participating in the evaluation of the customer’s systems, and ensures the technical correctness and completeness of an integrated systems design.
• Performed day-to-day operations in supporting moves, adds, and changes.
• Provided first level knowledge and support to Help Desk Call Center.
• Created status reports for sponsor and stakeholders and present project status to upper management.

Confidential, Washington, DC

Telephony Support Engineer

Responsibilities:

• Resolved problems using electronic or software tools, manuals, and technical support documentation.
• Identified problem trends and possible solutions.
• Performed remedial repair and preventative maintenance.
• Installed manufacturers engineering and field change orders.
• Performed hardware installation, de-installation, and relocation.
• Customized telecommunications hardware and software to comply with organizational standards.
• Familiarized clients with basic hardware and peripheral device operation.
• Served as technical resource and mentor to other Client Services personnel.

Confidential, McLean, VA

Telecommunications Analyst

Responsibilities:

• Responded to field unit requests for assistance with telecommunication system configuration and/or service issues.
• Responded to field unit requests for network service cost comparisons, periodically consults with network service providers to optimize field unit cost/service performance.
• Responded to field unit requests for network audits, reports on findings and assists with implementation of solutions as necessary.
• Assisted the Telecommunications Consultant, the Telecommunications Sr. Analyst and the Manager with the coordination of field system installations/upgrades and preparation of expense budgets.
• Negotiated and managed network contracts.

Confidential, Dallas, TX

Telecommunications Analyst

Responsibilities:

• Reviewed cases/trouble tickets for root cause and trend analysis, providing findings to engineering team for redesign.
• Acquired and installed telecom. software and hardware based on project guidelines.
• Conducted detailed site surveys with multiple vendors and internal management to ensure project implementation was completed on time and within budget.
• Accomplished a year long campaign in converting over 20 sites from Siemens to Confidential telecom. equipment.
• Acted as a consultant and/or resource to customers for voice development or voice system projects.
• Maintained equipment tracking inventory for all telecommunications hardware and software system wide.
• Trained new hires on orientation over telecommunication processes and procedures.
• Provided 24x7 on-call support for business-critical issues (switch and circuit outages).