Area of Expertise

Technical Skills

• Windows Operating Systems: 9X, XP Pro,Vista, and Windows 7
• Microsoft Office Suite: Word, Excel, and PowerPoint
• Emulation Programs: ProComm Plus and various others
• Commercial-Off-The-Shelf Applications
• Project Management Software

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Analyst

• Oversee the operational performance of the equipment which includes the CMM-6 servers, 650,450 Avaya gateway system. Taking the immediate action in diagnosing any issues that may arise, troubleshooting those issues, on the phone and network systems and keep everything in a proper operational mode according to customer specifications and policies.
• Knowledge of industry standard telephony TDM environment utilizing industry Standards and ISDN Primary Rate interfaces, Q-Sig, H323, and SIP protocol type interfaces required..
• Current project consisting of converting existing telephones from analog/digital on the C.O. PBX to VOIP phones on the Avaya Call Manager
• Administrative duties including
• Ordering IFB
• Programming and placing VPN
• Distribution of all local services
• Keep pace with changes in the Avaya Enterprise System
• Voicemail
• Inventory maintenance of all spare circuit packs and peripheral equipment. Notify supervisor when there is a need to order or replace any critical circuit packs before the spare is used
• I maintain a clean, secure work site and work well with others as well as excel in providing expert service for the customer

Confidential

Technical Support Analyst

• Oversee the operational performance of the equipment which includes the CMM-6 servers, 650,450 Avaya gateway system and PBX. Taking the immediate action in diagnosing any issues that may arise, troubleshooting those issues, on the phone and network systems and keep everything in a proper operational mode according to customer specifications and policies.
• Install cross connects in an accurate, thorough, and timely manner to meet the demands of the Business Office Customer, Service Reps and Outside Plant Technicians and to meet the due dates of Telephone Services Requests and work orders..
• Difinity G3, G4 removing and implementing all VOIP.
• Knowledge of industry standard telephony TDM environment utilizing industry Standards and ISDN Primary Rate interfaces, Q-Sig, H323, and SIP protocol type interfaces required..
• Current project consisting of converting existing telephones from analog/digital on the C.O. PBX to VOIP phones on the Avaya Call Manager
• Inventory maintenance of all spare circuit packs and peripheral equipment. Notify supervisor when there is a need to order or replace any critical circuit packs before the spare is used
• I maintain a clean, secure work site and work well with others as well as excel in providing expert service for the customer

Confidential

Telecom Support

• Responsible for the advanced installation, operation, and maintenance of switching, data communications, and peripheral equipment associated with the Meridian CS-1000 PBX at the customer's site with over 5000 users. In and around Kabul Afghanistan
• Other duties include coordinating installation, testing, and troubleshooting of transmission facilities OC48, T3, T1, and DSO troubleshooting, upgrading, and administering multiple vendor systems maintaining system applications ensuring quality customer service and providing support to a varied user community updating daily logs/ monthly logs with site specific information and composing clear and concise reports for customer documentation to the US Army.
• Maintaining and performing move, adds and changes to the specifications of the Communication Command post work orders
• Lead the execution of alterations on circuits and Nortel CS-1000 PBX switch, in close collaboration with DISA and OCONUS/CONUS
• Skillful performance on maintenance of CS-1000 telephone switch using Translation Helmsman database Program.
• Perform Service Order Remedy programming for adds, moves, changes and disconnect to Meridian Business Sets, analog circuits and Video Teleconferencing equipment

Confidential

Avaya Support Specialist

• Manage the resolution of switch clearing telecommunication issues involving DSN, T-1/PRI, and cable troubles.
• Display expertise in operating Symmetric fiber optic node equipment within the RNOS and JNCC, while coordinating the maintenance.
• Use Avaya system administration to implement programming for phones
• Conduct regular check and calibration on all equipment to ensure based-line and good working condition.
• Provide direct leadership in the enhancement and development of client/workstations for team.
• Demonstrate proficiency in conducting routine and preventive maintenance on switch hardware and equipment.
• For the G-4 and EPNS also to include the old key system.
• Monitor the inspection and replacement of faulty switch circuit packs and switching equipment.
• Administer the installation and configuration of Avaya T-1 circuits and BRI circuits.
• Manage and clear of troubles to the partner key system, G-4 and the EPN's around the Naval Weapons Station.
• Test new lines upon completion and ensuring there are no inside or outside plant troubles. When troubles are detected I take the time to correct any issues before dispatching an outside tech if necessary which may consist of testing and diagnosing the problem.
• Audix move, add, changes and removals disconnects

Confidential

Technical Support

• Installed and maintained Winn Systems and Harris 20/20 PBX Systems for the state of South Carolina. Also responsible for installation and maintenance of NorstarKeysystems.
• Test new lines upon completion and ensuring there are no inside or outside issues. When troubles are detected I take the time to correct any issues before dispatching an outside tech if necessary which may consist of testing and diagnosing the problem.
• Demonstrate proficiency in conducting routine and preventive maintenance on switch hardware and equipment
• Performed installations, support, and maintenance of the systems

Key Achievements:

• Delivered excellent service and ensured customer satisfaction through accurate fulfillment of client's expectations and prompt resolution of calls issues related to voice and data.
• Effectively utilized familiarity in Remedy User in entering Remedy tickets and performing follow-up on closure of Remedy tickets.
• Played a key role as a member of a Three-man team providing 24X 7 support and operations for the U.S. Army
• Broadened knowledge and expertise in Call Pilot Voice Mail System, Nortel CS-1000 and the Avaya G-3 system.