Summary of Relevant Qualifications

Applicant is a highly accomplished Telecommunications Engineer with a background in Telephony dating back to 1998. With an Associate’s degree in Electronics Engineering Technology and a certification in Avaya IP Telephony, he has acquired the specialized education and skills needed to keep FCC’s Customer Resource Center IT help desk) running smoothly. His extensive experience in developing/managing/maintaining/ all aspects of the voice communications function is reflected in his responsibilities at FCC—where he handles telecom programming, configures and administers Avaya systems, oversees telephone equipment and maintenance, and monitors daily operation of the FCC’s National Consumer Call Center. Applicant meets regularly with customers in order to ensure that the call center is performing at its best, and that new services harmonize with existing equipment.

Applicant was highly commended in 2007 when he was able to connect a secure video conference through various Web connections to a remote laptop using a cellular network connection in North Dakota for a High Level meeting between Indian Tribal Leaders and the FCC within one hour of the meeting when a third party vendor could not setup the connection. 
Applicant has also documented and mapped the FCC Telecommunications and IT Frame Relay Networks using Visio. Applicant was instrumental in advising the FCC to upgrade their Frame Relay Network to MPLS using his Network Maps to show current vulnerability and waste. 
Applicant reconfigured the FCC’s Avaya Telecommunications equipment to reduce maintenance costs and to implement IP Telephony. This reconfiguration reduced the costs of Dedicated ISDN Trunking between Gettysburg and Washington D.C. while implementing IP Trunking over the FCC’s IP Network utilizing VoIP technology. Configured Gettysburg IT Help Desk with IP Soft Phones. Mr Hess was instrumental in installing and configuring wireless phones used in Contingency of Operations Plan (COOP).

Education & Training

Associate in Specialized Technology Degree, Electronics Engineering Technology,

Certifications & Awards

Technical Skills

• Avaya IP Telephony, 2009
• A+, 2005
• ATT/ Lucent Technologies/Avaya Trained and Certified in G3R, G3si, Prologix, and Small to mid PBX maintenance and configuration.
• Avaya IP Telephony Trained and Certified 2002-2003
• Net+ trained 2004

Experience

Volunteer Services for various organizations 
08/2008 - Present

• Working with community to help others meet their needs in Economic stressful times. While waiting for next employment project from Public or Government sector.

Telecommunications Engineer at Confidential 10/2005 – 08/2008

• Telecommunications programming responsibilities include switch configuration with emphasis on T1, ISDN-BRI/PRI, DID, CO, hunt groups, automatic call distribution, call vectoring, route patterns, voice extensions, etc.
• Handles Avaya PBX local and remote configuration/administration, including moves, adds, changes, and upgrades.
• Handles Avaya Intuity Audix local and remote configuration/administration, including voicemail and auto attendant programming and upgrades.
• Provides Avaya Call Management System (CMS) administration, configuration, and upgrades.
• Supplies Computer Telephony Interface (CTI) administration and configuration.
• Provides Dialogics Emergency Broadcast System installation, upgrades and administration. Responsible for monthly testing, building scenarios, updating personnel data, and system maintenance.
• Responsible for Dictaphone Call Recording administration and configuration.
• Responsible for telephone equipment maintenance and wiring.
• Develops and monitors daily operation of the FCC’s National Consumer Call Center . Analyzes call center flow, recommends and implements new protocols. Monitors and reports call center activity daily.
• Monitors and tracks voice communication activities and expenses. Coordinates installation, removal, and/or changes for voice communications hardware, software, and networks.
• Maintains database inventory for telecommunications equipment, telephone lines, and circuits.
• Coordinates with customers, vendors, and local and long distance carriers for upgrades, orders, and/or troubleshooting.
• Meets with customers to identify needs and prepare recommendations to management to ensure technical compatibility of new services with existing equipment.
• Develops training classes for new telecommunications products.
• Responsible for wiring, programming, maintenance, and disaster recovery planning for the FCC’s Contingency of Operations Plan (COOP) and Disaster Recovery Plan (DRP).
• Serves as videoconference technical specialist responsible for implementation, testing, and administration of Government-owned communications equipment.

Senior Technician
Confidential.
03/2004 – 07/2005

• Installed and maintained Avaya communications equipment, data equipment, and wiring. Trained in IP Office Avaya’s Small business IP phone system. Net + trained Service Technician for Central Pennsylvania.
• Customers: Highmark Blue Shield, Capital Blue Cross, PepsiCo - Harrisburg, Meade Paper Products, LB Smith Ford, FCC, Cummins Power Systems, Home Depot Carlisle full install. Ernest and Young full network switch replacement to Power over Ethernet in Philadelphia.

Senior Technician
Confidential.
07/2000 – 03/2004

• Installed and maintained AT&T, Lucent, Avaya communications equipment and data equipment wiring and training. Dedicated Technician for Aetna Health and Life Insurance. 2002 –2003. Trained in IP600 installation and configuration. Avaya’s first hybrid IP phones system.
• Customers: General Motors, PepsiCo - McKees Rocks, Highmark Blue Cross and Blue Shield, Home Depots across the Pittsburgh area, Ernest and Young inventory and upgrades. Station Square Octel Voicemail Messaging 2000 trained installed and configured two of the first Messaging 2000 in the Pittsburgh area.
• Deployed to Little Rock, Arkansas in 2001 to advise on implementation of Logistics for Avaya return equipment after sale to Celestica.

Customer Service Engineer
Confidential 02/1998 – 07/2000

• Installed and maintained AT&T, Lucent Technologies communications, data equipment and wiring. G3R, G3si, Prologix, Legend, Partner, Merlin and Spirit PBX phone Systems, Intuity Audix, Legend mail, Merlin mail, Partner mail systems. Configuration and maintenance of Bay Network switches and routers. Trained in Polycom video communications.
• Served as Single Point of Contact for laptops of technicians in Pittsburgh office and implemented network configuration for new office in Greentree.

Participating
Volunteer Service Organizations

• Cumberland County American Red Cross
• September 2009 - Trained in Mass Care, Shelter Operations, and Collaborating to Ensure Effective Service Delivery.
• Letort Elementary School
• Central Blood and Red Cross Blood donor
• Bethel Assemblies of God Ministries.
• United Way
• Salvation Army.