Work Experience

Confidential

Network Engineer

• Responsible for Avaya Aura core system administration including Avaya CM, system platform, system manager, session manager, and AES. Also responsible for vector call processing, ACD Call Center Elite and business advocate administration, Avaya CMS system administration, and the Cisco network infrastructure supporting it
• Migrated organization from traditional TDM trunking to SIP with the use of Avaya Sipera SBC's. SIP certified
• Assist in migration from Siemens HiPath 4000 to Avaya, responsible for the SIP interconnectivity and routing from/to both PBX platforms as well as collecting and analyzing the current call flow and user/agent procedures from HiPath to design and rebuild stations, call processing, and ACD call flow in Avaya.
• Experience configuring and troubleshooting G430 and G450 gateways as well as LSP modules and ESS for survivability
• Procenter/ACD and core system adminstration on HiPath 4000 Ver 4
• Configuring and maintaining CallCopy/Uptivity call recording solution on both Avaya and Siemens HiPath 4000
• Experience using and supporting Verasmart and Traffic Analyst CDR collection utilities

Confidential

Network Analyst

• Responsible for all technical issues, design, and maintenance concerning server based telephony applications including but not limited to ACD call center routing, Amcom and Zetron paging applications, voicemail system/unified messaging, Witness and NICE call recording solutions, Interalia XMU IVR call processing devices, Comview and Integratrak CDR collection utilities and providing 24/7 support for these systems on the network, application, operating system, and hardware levels
• Responsible for configuring and maintaining both Siemens Hipath 4000 Ver 4 PBX system and Siemens Openscape Voice Hipath 8000 SIP softswitch and its interoperation
• Cisco Unified Communications Manager experience, CCNA Voice certified
• Experience configuring, maintaining, and troubleshooting issues on multiple Cisco devices and IOS platforms. CCNA Certified
• Experience in Windows server 2003/2008, linux, and UNIX environment as well as server hardwareComfortable working in Active Directory, DHCP, and DNS
• Some experience with VMWare/VSphere/ESXi.

Confidential

LAN Analyst/PC Support Technician

• Experience in answering Help desk calls and providing assistance remotely to customers
• Assist customers both remotely and on-site with various technical issues including but not limited to networking, software-related, and hardware-related issues
• Work in a domain-related environment and experience with working in Server 2000/2003/2008 operating systems. Comfortable working in Active Directory
• Experience working with and troubleshooting issues on various smartphone devices including IPhone, IPad, Droids, etc
• Provide tech support for roll-outs and go-lives pertaining to various applications throughout the hospital
• Main support for issues arising with various applications including Dragon Naturally Speaking Medical and Compurecord applications

Confidential

Merlin Credentialed Trainer

• Credentialed by Epic in the Orders and Results application in Merlin within 30 days of being hired
• Prepared and lead the instruction of classes for attending and admitting physicians, mid-level providers, and medical students in this application. Class sizes ranged from 5 people to more than 40
• Provided assistance with class material as well as general computer hardware/software issues outside of class
• Provided assistance to staff at Go-Live by answering phones and assisting on the floors
• Helped with other teams in teaching their courses
• Post-Go Live, became only on-site support at night and made myself available outside of the hospital for help with any issues to both the users as well as the IT support staff for all applications in Merlin
• Assisted Help Desk with various tasks

Confidential

Support Associate

• Assist registered nurses and medical physicians in patient care
• Provide one-on-one patient care
• Responsible for ordering and maintaining the equipment and supplies used on the unit as they are used

Skills

• Experience configuring, maintaining, and troubleshooting issues on multiple Cisco devices and IOS platforms including some wireless infrastructure. CCNA and CCNA Voice
• Experience working with SIP both with trunking and endpoints
• Skilled using various troubleshooting tools including wireshark to troubleshoot data or voice related issues
• Capable of building and maintaining required Cisco infrastructure to accommodate VOIP. Skilled on Siemens HiPath4000, Siemens Openscape Voice SIP softswitch, Avaya Aura PBX, and Cisco Unified Communications Manager platforms as well as voicemail configuration, ACD call center routing, and IVR call processing
• Experience in working in a Windows Server 2000/2003/2008, Linux, and UNIX environment and the hardware that hosts them
• Skilled in configuring DHCP and DNS servers as well as working in Active Directory
• Strong knowledge of machine virtualization with VMware and Vsphere client. Including Avaya System Platform
• Experience with various remote access tools. Some experience with SCCM both as a remote tool and package deployment
• Comfortable and excited with being handed a new unknown device or application and expected to become familiar with it in configuring and maintaining it
• Experience writing batch files and scripts to modify software configuration to accommodate environment
• Ability to pick up and learn quickly in a stressful and fast-paced environment while maintaining a positive attitude
• Social skills acquired from volunteer work, working with the hospital staff, assisting and teaching medical providers and nursing staff in the classroom as well as in practice, working through issues with vendors when they arise, and helping customers one-on-one with technical issues