SUMMARY:

• Develop and deliver innovative, high - performance, cost-effective network solutions for global enterprises.
• Sr Global support Information Technology, with over 30 years of experience developing and executing IT strategies in alignment with corporate objectives. I have been working on VoIP Platform systems such as Avaya, Cisco and Ring central cloud base platforms such as Call Manager, Session Manager and SBC. I have currently assisted and organized Ingredion and Confidential Voice/Network infrastructure. Implemented and Administered contact center licensing transfers; DID and Toll-Free management. Experience with porting, forwarding, routing and Contact Center IVR/Menu routing and features management.
• An energetic leader with a passion for people development, great track record for building continuity team work, demonstrated ability to effectively lead and work in a highly matrixed global environment. Coordinated Global business provisioning with AT&T for Disaster recovery ISP networked Sip trunking Carriers AT&T, Masergy. Experience with Microsoft teams, AV Polycom hardware and software infrastructure business infrastructure.
• Managed Network/ Voice support technicians and Help-desk IT infrastructure.
• Voice/Network Vision
• Technology Innovation
• Service Development
• Team Building
• Managing medium to large scale forecasting billing.
• Strong ability to manage large scales project from concept through planning, design, development and task management.
• Polycom A/V Telepresence video implementation and end users
• Session Border Control interfacing with Cisco or Avaya SIP QOS.
• Avaya World Class Routing and Automatic Call Distribution
• Microsoft Lync/Skype for Business/Microsoft Teams
• Avaya Aura Call Manager Session Manger
• Cisco Call Manager 8.0 and Unity Voicemail
• Avaya Contact Center Control Manager 8.0
• Avaya G3r, G3i, S8300, S8700 and S8800 media servers
• Avaya G650/G350/G450/G700mediagateways, IPSI, CLAN,MEDPRO,DS1,
• Proficient in Microsoft Teams.
• Trained in Avaya Call Vectoring and EAS Expert Agent Selection.
• Avaya Global security against toll fraud class

PROFESSIONAL EXPERIENCE:

Confidential

Sr Voice Engineer

Responsibilities:

• Supported Voice Network services at 80 locations in 27 countries across Americas, EMEA and Asia-Pacific Managed and organized of Telecom conversions from carriers AT&T to Masergy Sip trunking and service levels. Established service improvement plan to reduce outages, increase performance and simplify operations. Teamed with organization Architects on technology innovations within Avaya Aura Voice Network infrastructure. Implemented Ring Central Cloud base and Microsoft Teams platforms for new business solutions. Assisted with Implementation Polycom Video Infrastructure Telepresence 500, 700 equipment.

Confidential

Lead Voice Engineer

Responsibilities:

• Supported Voice Network services at 45 locations in 21 countries across Americas, EMEA and Asia-Pacific Managed and Organized of Telecom Avaya Aura Platform products, infrastructure and carrier migrations. Teamed with Support Engineers of troubleshooting and upgrade Avaya platforms. Established Improvement with remote support Engineers on Global hardware and software upgrades. Assisted with Implementation Polycom Video Infrastructure Telepresence 500, 700 equipment.

Confidential

Project Manager

Responsibilities:

• Managed and organized new remote medical office installation and support.
• Implemented Redsky E911 and IVR recording system.
• Established Improvement on ACD, Vectoring Call Center routing and reporting.

Confidential

Voice Engineer

• Supported Voice Network Services at 121 locations in 45 countries across Americas, EMEA and Asia-Pacific Teamed with local and Global support Engineers for troubleshooting and upgrade Avaya platforms. Established improvement Allstate Voice Network SLA and SOP reporting.
• Supported Voice Network Services at 35 Locations across state of Illinois. Lead voice support engineer for Rush University Medical Center’s $10M infrastructure. Supported implementation of Sonet installation programming voice infrastructure Architected and coordinated installations of Rush’s 15,000 station Avaya and Cisco Platforms. Implemented Teleformix Call Recording system and reporting for Nursing Management. Organized support for fiber installations and CAT-6E infrastructure throughout the medical facility. Lead for large scale outages with AT&T Tier-3 Tier-4 support centers. Established Network Voice Protocols within Cisco Call Manager and Avaya Call Manager systems. Implemented and designed inbound and outbound PSTN lines to SIP to allow calls to be received and placed across the hub-based network. Migrated and coordinated installation of all local and long-distance Trunking on SONET based DS3s. Supported SIP Trunking for multiple server applications for two-way traffic. Teamed with Support Engineers for support Cisco Call Manger, Unity Voicemail, Cisco Gateway and routers. Supported the Avaya enterprise implementation of world class routing, scripting, vectoring and ACD programming. Supported and decommissioned Nortel legacy equipment, Avaya IP Office, legacy Avaya systems, Octel 350 voicemail. Lead Engineer for Migration from Avaya to Cisco Call Manager Platforms, hunt groups, call coverage, dial plans and media resources.