Objective:

Seeking a telecommunications position that offers professional challenges, growth, personal satisfaction, and a working environment that will allow my skills and experience to contribute towards company achievement and success.

Experience:

November/2007 thru June/2012 Confidential
Sr. Telecom Analyst

• Perform Move/Add and Change for about 6000 user at the headquater Corpration in Houston and several relmote locations in USA and overseas like EMEA/APAC.
• Coordinating planning and implementing new install and upgrades for Houston and remote locations PBX and voicemail system that includes: S8700, S8500 ESS, S8300 LSP, G700, G350, G430, G450 media gateways, SIP server, Modular Messaging,
• Provide user access to CMS call reporting system.
• Performance maintenance back up for PBXs, Netra 210 CMS and Voicemail system.
• Worked on daily trouble ticket for 6000 users at Houston Corp and remote locations.
• Provide after hour support for BMC headquarter and all remote sites.
• Work with vendor on ordering local pri and long distance service for Houston and remote locations.
• Provide Call traffic reports for Houston and remotes locations.

March/2006 to September/2007 Confidential
Project Manager.

• Coordinate all Avaya PBX installation and upgrades that includes: All Definity products, Avaya Communication Manager, S8100, S8300, S8500, S8700 and All Mediate Gateway.
• Setting up and designing call center and providing support for software and hardware problems;
• Coordinating all software and hardware installation for call center that includes: CMS Supervisor, IP agent, E-Cas, BCMSRD.
• Working on daily trouble ticket for DataVox customer over 50 plus locations over Houston.

November/2005 March/2006 Confidential
Sr. Telecom Tech.

• Install and support Avaya PBX and voicemail system that includes: S8700, Definity G3r, si Prologic, G350 Media gateway, Intuity Audix, and Modular Messaging.
• Setup call center and provide support on software and hardware problem.
• Provide support on BCMS, CMS and Ecas for call center.
• Provide support for Nice logger and CLS server.

October/2004 August/2005 Confidential
Sr. Telecom/ Lead call center support

• Perform Move/Add and change on S8700 PBX for over 2000 users throughout 80 plus bank network locations that includes: Phones and V-mail
• Administering vectors and VDNs setup to route bank customer calls for two main call centers locate at Galleria headquarter and customer service center at 1801 Main.
• Provide software installation and create users login to CMS (Call Management System) for over 50 plus supervisors and users.
• Provide support on daily and monthly report for bank call center consists of 100 plus agents.
• Provide user login to Nice daily recording system to 100 plus agents.
• Provide support on Nice Logger and CLS server on daily task and troubleshooting alarm log.
• Provide monthly report for trunks usage port network in PBX and switch inventory for Management team.
• Provide support for DS1, OC3, G350 Media Gateway and Adtran installation for new branches.
• Provide after hour support for 80 plus banking locations throughout Houston and Dallas.
• Provide phones and network installation for all new branches.

May/2004 October/2004 Confidential
Sr. Telecom / Desktop Support

• Perform Move add and change for 600 users for TXU call center on Avaya S8700 switch.
• Troubleshooting IP phone and voice over IP trunks.
• Designing and implementing call center for TXU call center.
• Provide software and hardware installation for 600 dekstop station at the call center.
• Provide 24-hour support for the call center both on the Data and Voice for the call center.
• Provide on call support for three call centers in Texas in S8700 platform.
• Coordinating with Alltel and AT& T on local pri and DS3 circuits’ installation.

May/2000 July/2003 Confidential, Houston, TX
Sr.Software Specialist

• Experience with Avaya G3r, G3si, Prologix PBX, CMS, Avaya ACD/EAS, INTUITY AUDIX Voice Mail, Avaya CentreVu Supervisor, Voice Networks AT& T, Bell, MCI, Qwest, Voice Vendors AT& T, Bell, MCI, Qwest, Voice Projects, Avaya IP Telephony that includes:
• Perform Move Add and Change for over 2000 users at Enron Headquarters and over 1000 users at Enron worldwide network.
• Designing Call Centers that includes: vector routing and VDN administering.
• Training Supervisors on monitoring and reporting agent’s activity.
• Voice over IP: Setup an IP trunk from Enron headquarters to a satellite building. Build IP test phones between two networks.
• Administering world class routing for Enron Network.
• Monitoring and reporting port network and trunk usage weekly to Enron management.
• Provide user support on trouble tickets through Remedy system.
• Provide system support for Enron remote locations over USA and over the world.
• Develop and implement voice mail request for all Enron users.
• Provide installation and support for Avaya software that includes: CentreVu Contact Center and Message Manager Applications.
• Administering broadcast messaging for Enron Office of the Chairman.
• Maintain voice mail distribution list for all Enron users.
• Provide system administration access to Call Management System for over 600 users at the Enron headquarter and remote locations that include providing: user login, training and support for users in reporting and administering agents.
• Perform daily and monthly backups for Intuity Audix and CentreVu CMS system.
• Work with vendors on installing and troubleshooting local pri, T1 and long distance voice circuits.

1991 May/2000 Confidential, Houston, TX
Project Lead/Sr.Telecommunication Analyst/Desktop support

• Coordinating projects with the Avaya software and hardware engineers to perform the installation for the Definty G3r/Prologix R7 and Audix voice mail systems at the Macgregor Medical headquarter and all 21 Macgregor remote locations throughout Houston.
• Definity G3r/Proligix R7: Perform Telecommunication request for 1000 users at 21 Macgregor Medical Clinics around Houston that included scheduling trunk traffic report; performed Move/Add/Change phone requests; administered VDN, world class routing and ACD announcement. Performed weekly/monthly maintenance backup for the HUB and 21 remote locations. Scheduled CMS reports for the HUB Call Center and remote locations.
• Intuity Audix: Developed and implemented voice mail requests for all Macgregor’s users that included setting up user mailboxes, trained and supported users in administering the mailbox.
• CentreVu CMS: Provided system administration access to CMS system for over 100 users at Macgregor’s network that included login access, user training, and supported user on report and agent administration. Perform weekly/monthly system backup.
• Saturn IIE and Rolm 9751: Administering, installing and troubleshooting the PBX and Dytel voicemail system.
• Providing PCs and printers support for 1000 users at the Hub and remote location: including troubleshooting to board level all PCs and printers, installing and troubleshooting software, providing user logins and access to PCs, troubleshooting network connection from Hub to jack level, installing PCs and printers and providing support.
• Software support includes: Microsoft word, Excel, Power point, Exchange, Lotus, Outlook, Clinical applications like CIS, perinatal.
• Windows format includes: 95, 98, NT, Windows 2000, and XP.

Education:

• Avaya Certified Associate Contact Center Management.
• Avaya ACD/EAS Call Center and custom report workshop.
• Avaya PBX ECS ARS World Class Routing.
• Avaya CentreVu training.
• Essentials of Cisco switch and router configuration
• Avaya Definity PBX and Intuity Audix certification.
• Saturn IIE and Rolm 9751 PBX certification.
• Associate of Applied Science in Electronic Engineering Technology
• Junior in Electrical Engineer