OBJECTIVE

• Seeking opportunities for a challenging role that will utilize my telecommunication experience, database administration, organizational skills and education as a positive contribution to develop business strategies, as well as enhance efficiencies.

• Project Management, Leadership and Team Management
• Process Improvement
• Quality Management
• Troubleshooting and Resolution

Areas of Expertise

• Avaya CM 8
• MM v5.2+
• AES v7.0
• CMS v19
• IQ v5.2
• OA v6.0 +
• SM 8
• Genesys
• Witness 10.1
• NICE 7.3
• IVR Nuance
• Aspect: eWFM, RTA, EMPOWER, Dialer
• SYMON eIVR
• Aspect Dialer
• Avaya (Conversant, IR)
• CM Vectors, VDN's and MAC's
• IVR Scripting
• SQL Server 2008,2010
• DB Administration, Design, Procedures and Reporting
• OA Cognos Reporting and DB scripting (Oracle and SQL Server)
• IMS Netmon, VoIP Mon, and Database Administration
• Crystal Reports reports design
• SQL Server Reporting Services reports design
• Informatica data consolidation and mapping

PROFESSIONAL EXPERIENCE

Confidential, Tampa, FL

Avaya Cloud Migration Engineer

Responsibilities:

• Avaya Call Center design and engineering for ongoing Cloud Migration of all Legacy On - Premise Avaya Contact Centers within the Confidential Contact Center infrastructure.
• Including identification and migration of all Contact Center design, integration points to Client and Internal infrastructure (IVR, AES, CMS and IVR) components.
• End to End testing and certification as well as FDOB support and reporting updates as necessary.

Confidential, Tampa, FL

Avaya Design Engineer

Responsibilities:

• Avaya Call Center design and engineering for NAS HCM IVR project within Confidential .
• VDN, Vector and Agent provisioning for integrated Call Delivery and Screen Pop using Cimplicity, Genesys and Siebel.
• Implemented a Agent targeted IVR solution that sends calls to the Primary Associate for each Contact.
• Two of four Regions completed, continuing to design and implement the remaining two.

Confidential, Tampa, FL

Avaya Software Engineer

Responsibilities:

• Worked with ICM Routing and Design teams to test Avaya Integration and Call routing design for National Call Routing project, and all phases of deployment
• Advised and analyzed data for consistent Call Statistics for AHT and Occupancy with Executive Teams for customer reporting
• Subject Matter Expert for Avaya CMS Custom Reports and Calculations for Confidential IPACD for National Call Reporting, National Call Routing, and Second Time Around Routing, Avaya CMS, IQ, Experience Portal, CM 6.3, AES 6.3, System Manager 6.2, Consolidated Reporting and Data Mining for contact center solution.
• Build, maintain and test Realtime interfaces within CMS for IEX, NCR and ICM
• Ensure Internal and External applications receive realtime data via Application Enablement Services 6.3 by programming and implementing links and interfaces utilizing Avaya best practices for CVLAN, DLG and TSAPI
• Call Queuing Platform (CTQ) testing and deployment engineering with Avaya Experience Portal and Avaya Communication Manager
• Broad knowledge of, and experience in s8800/DL360 Converged Severs, Avaya Application Enablement Services servers, Avaya IP Agent, Avaya One-X, Avaya IQ, Avaya Provision, Prognosis, Linux, Avaya Session Manager, Avaya PLDS
• Expanded knowledge of Call Management Systems R17 and CMS Supervisor, G450 Media Gateways, Communication Manager and programming of vectors/VDNs, and Call Center features
• Provide Call Center designs for “BAU” projects to meet the continually changing needs of the business Design work included Dial Plan, Hunt Groups/Skills, complex vector/VDNs, Business Advocate/Expert Agent Selection, and agent and station configurations using Avaya Provision, ASA and VAL Manager
• Work with Avaya to provide a custom solution using Avaya ICR, and Avaya Voice Portal integrated with several home grown systems to dynamically route calls between Confidential ’s CMs, several vendors (on CMs and a Rockwell Aspect)
• Work with Avaya to test Proof of Concept, and several phases of deployment on a custom STAR (Second Time Around Routing) solution
• Designed VDNs and Vectors for consolidated design to reduce impact to ACD Capacity to allow for addition of Business Partners to Existing and New ACD infrastructure.

Confidential, Charlotte, NC

Avaya Software Engineer

Responsibilities:

• Provision, implement and maintain multiple complex Avaya Call Manager 8730 systems nationwide networked platform.
• Extensive experience in complex telecom related networking, VoIP, IP Agent and Call Center infrastructure.
• Strong knowledge of Avaya AUDIX and Modular Messaging systems (MSS and Exchange).
• Hands on vendor coordination and design review of new implementation and multi-site solutions.
• Subject Matter Expert resource for project implementation.

Confidential, Charlotte, NC

Contact Center VoIP Solutions Engineering Lead

Responsibilities:

• Programming and Contact Center Support - Banking
• Responsible for design and solution engineering for banking contact center environment.
• Identified, defined and wrote test plans qualify operational requirements were met and implemented.
• Managed a team of Engineers whose responsibilities included, but not limited to, certification of network and voice architecture for a national contact center refresh.
• Reviewed and approved contact center design developed by the Architecture team and Avaya.
• Evaluated the Charlotte Lab facilities for requirements compliance.
• Assessed design and testing requirements for equipment and facilities modifications and upgrades.

Confidential

Avaya Software Development Lead

Responsibilities:

• Lead designer and developer for Avaya solutions for GCI contact centers throughout Alaska and Pacific Northwest.
• Integrated workforce management and Avaya operational analyst, utilizing Crystal Reports designer for management reporting and agent tracking.
• Recommended application upgrades and hardware changes for continually evolving business requirements.
• Proposed and designed changes to improve contact centers and marketing strategies to streamline functionality for all lines of business.

Confidential

Database Designer

Responsibilities:

• Extensive experience with FoxPro database
• Implemented circuit mapping database for NATO Radar circuit design for Iceland defense and US Air Force

Confidential

Staff Sergeant, Telecommunications Operator

Responsibilities:

• Airborne Warning and control Wing
• NCO Computer Operations, managed and operated AWAC computer operations facility
• Utilized OBM MVS mainframe and secure telecommunications equipment storing mission critical data and mapping software.
• Created mission simulations and reconstructions using simulators.
• Subject Matter Expert resource for project implementation.