Summary of Qualifications

Highly proficient Avaya Telecommunication Engineer. Extensive track record of success in the implementation, troubleshooting and documentation of telecommunications systems. Capable of diagnosing complex technical problems and consistently delivering effective solutions. Trained team in Technical Trouble shooting, effectiveness and time management. Skilled at managing multiple tasks efficiently.

Avaya Telecommunications Engineer | Lucent/Avaya PBX Technical Support
Installation | Maintenance | Implementation | Systems Administration | VoIP

Professional Experience

Continuant
NOC Engineer November 2008 - Present

Technical support, engineering and implementation for Avaya Communication Manager including S87xx, S8500, S8400 & S8300 servers working with G250, G350, G430, G450 & G650's and Definity PBX's including G3r, G3si & Prologix.. Provided designs for Avaya telecommunications equipment. Voice and Network traffic analyst to determine present and futures capacity needs for the voice systems. Comprehensive trouble resolution for Avaya communication systems. Network voice monitoring using AT & T Direct and Route It applications. Avaya Engineering for expansion and implementation for hardware and software associated with new and upgradeable system hardware and software. Traffic analysis using tools available in ASA to track on compile data. Management of Project staff from start to completion of all phases of projects. Call Centers Implementation including Network Routing, Vector/VDN writing and call routing. Vectoring and VDN's for CMS. Adding changing and implementing VAL boards using FTP and VAL Manager. Numerous classroom studies from Avaya University for ASA & ASA toward Avaya certification.

Major Contributions and Technologies:

• Avaya Communication Manager (S8300, S8400, S8500 & S87XX)
• Avaya Definity TDM PBX's (G3r, G3si, Prologix)
• Avaya Intuity AUDIX VoiceMail (Intuity Modular Messaging, IMM)
• Avaya VoIP
• LEC and IXC; T1/E1, DS3, OC3, OC12 circuitry, and ADTRAN MUX
• Call Management System (CMS w/ CentreVu Supervisor)
• Advanced ACD programming, (CMS - Call Management System) with Avaya CM Server
• AT & T Route It
• ARS and AAR route selection including DCS and DCS+ for Avaya CM & Definity
• IVR/VRU -

Confidential
Senior Telecommunications Engineer August 2001 - November 2008

Comprehensive training and support for the telecommunications team members as related to Telecom and Contact Center team. Daily responsibilities included Communication Engineering for Avaya Communication Manager; Definity PBX and Octel Aria & Serenade voicemail; voice and data networking components and peripherals; LEC and IXC contract services including /T3DS3; T1/E1 circuitry; AT & T SDN (Software Defined Network), SONET provisioning; Toll-Free network services utilizing AT & T Route IT application; Distributed Communication System (DCS) and DCS+ with comprehensive UDP architecture and administration; trunk utilization and capacity analysis; trunk group programming and administration; and ARS and AAR route selection. Wired TDM PBX hardware installations and support of all major componets. Advanced software administration and support for Wired Telephony (traditional TDM) based systems. Advanced Call Center and Contact Center ACD programming and troubleshooting, extensive vector design including BSR (best services routing) and enhanced LAI (look-ahead interflow), CMS (Call Management System) Administration and Workforce Management. Training included Cisco Interconnecting Cisco Switch & Routers, Cisco Unified Meeting PlaceCisco VoIP (AVVID Call Manager), Cisco MPLS, Cisco ATM and Unity.

Major Contributions and Technologies:

• Avaya Communication Manager (S85xx/S87xx Servers)
• Avaya Intuity VoiceMail
• Avaya VoIP
• Call Management System (CMS w/ CentreVu Supervisor)
• Advanced ACD programming, (CMS - Call Management System) with Avaya CM Server
• Avaya Definity PBX
• Octel Serenade
• Avaya Network Management
• Avaya CNA, AES & VMM
• AT & T SDN (Software Defined Network) provisioning,
• AT & T Route It
• Circuits adds and maintenance (DS0, DS1, DS3, T3, MUX & SONET) LEC and IGX
• ARS and AAR route selection including DCS and DCS+ for Avaya CM & Definity

Confidential, November 2000 - August 2001
Voice Transport Product Manager - Information Technology Solutions Group

Product Manager and Technical Support Engineer for the telecommunication enterprise. Provided Telecommunication engineering for products supported for Intel\'s Communication Infrastructure. Proven ability to design, develop and implement Telecommunication System, call routing and processing software for all various types of Call Center/CRM needs. Continuously updated and improved skill base to remain competitive and knowledgeable with ever changing technologies. Lead activities pertaining to the development of future voice and data network systems. Developed and designed engineering plans including detailed hardware and software configurations as well as extensive project implementation plans to utilized and identify business needs and benefits. Researched emerging Communication hardware, software and voice network technologies to meet current and future business requirements of the wired telephony infrastructure.

Major Contributions

• Design, develop and implement call routing and processing software for all various types of Call Center/CRM needs.
• Lead activities pertaining to the development of future voice and data network systems with particular emphasis on ATM Voice Transport technologies.
• Develop engineering plans including detailed hardware and software configurations as well as extensive project implementation plans and management proposals utilized to outline and identify business needs and benefits. Research emerging hardware, software and voice network technologies to meet the current and future business requirements of the call center infrastructure.

Confidential, February 1971 - October 2000
Senior Design Specialist, Sacramento, CA Regional Branch

Provided extensive design, deployment and integration services for traditional and advanced wired (TDM) telecommunication PBX Systems including medium and large scale customer voice network architectures and Call Centers/Contact Centers. Developed extensive hardware and software engineering support, and interactive call flow and voice transport dynamics. Supervised personnel assigned to several migration initiatives involved in transforming traditional call centers into next-generation contact centers utilizing TDM based PBX, Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), CRM and Unified Messaging.

Major Contributions and Technologies:

• Extensive design, deployment and integration services for telecommunication infrastructures
• TDM based PBX, Automated Call Distribution (ACD utilizing),
• Interactive Voice Response (IVR)
• Computer Telephony Integration (CTI), e-mail, CRM and Unified Messaging
• Hardware & software engineering support,
• Interactive call flow and voice transport dynamics
• Application of business process development,
• Circuits adds and maintenance (DS0, DS1, DS3 & Fiber)

CSE (Customer Systems Engineer/ PBX Installer Sacramento, CA
Supported Customers telecommunication needs designing, engineering, installing and maintaining complex PBX systems for enterprise customers. Projects included supporting the customer for all their communication needs which included TDM based PBX, Voicemail, IVR, CMS and all other peripheral telephony devices.

Extensive training and proficiency with the following technologies:

• Definity PBX Platform,
• ACD administration and programming,
• CMS administration of EAS and non-EAS environments, comprehensive vector design,
• Avaya CMS Supervisor
• Avaya Virtual Routing, Look Ahead Interflow (LAI) & Best Services Routing (BSR)
• Intuity AUDIX, Message Manager (IMM)
• Intuity Conversant IVR/VRU platforms
• CTI ,ASAI and routing strategies,
• Unix

Education And Training

Telecommunication Management
Electronics

Additional Training

Avaya Converged Solutions
Install and Initialize Media Server Solutions S8700
Install and Initialize Media Server Solutions S8500
Avaya VoIP
Communication Manager ARS
Definity Complex Design Solutions
AT & T Definity Generic I & II Installation and Maintenance
Definity Generic 3R Installation and Maintenance
Definity G3r ATM PNC Installation and Maintenance
Call Management Systems (CMS)
AT & T Uninterruptible Power Systems
Data Connectivity
Intuity AUDIX Voicemail Installation and Maintenance
Interconnecting Cisco Networking Devices
Cisco QOS
Cisco MPLS
Cisco IP Telephony
Cisco AVVID