SUMMARY:

• Dedicated telephony professional with ample experience on Avaya - Aura, Nortel, Acme Packet and Audio Codes TDM and VoIP telephony systems as well as various CTI applications such as IVR, Screen pop, NICE, RTA-EWFM and SYMON to name a few. Extensive background on daily large-scale Avaya administrative operations, system upgrades and patching.
• Strategic problem solver; can diagnose and resolve complex hardware and software related problems. Team leader; can plan, design, and implement solutions on time and within budget. Proficient with Call Center and Retail telephony systems setup and maintenance, including IP Office, Aspect IVR integration, (Symposium-CCMS) Contact Center Manager Server, Call Pilot (voicemail), and NICE Perform.
• Project management
• Vendor Management
• System updates, upgrades and patching
• Systems troubleshooting
• Design, Development and Implementation
• Quality Assurance
• Call Routing and Scripting
• Team dynamics and leadership
• Problem resolution
• Root cause analysis

TECHNICAL SKILLS:

Operating Systems: Windows 7, Windows XP (sp1-sp2), Windows NT, Windows Server 2000, Windows Server, Linux (limited experience)

Avaya Aura platform: System Manager, Communication Manager, AES, BSM/LSP/Utility, G450 s, Avaya IP Office 500 V2, AVAYA dialer (PDS), Acme Packet SBC 8300, Audio Codes Mediant 3000, Nortel OPT 81c/11c,e and all peripheral pbx equipment, HP Servers/Desktops/Printers/ MSL 5000 Tape Libraries/Blade Servers, IBM/Dell Laptops, CISCO 6500, 4000 and 2000 series Ethernet Switches, Alcatel Lucent 7750 Routers, Fiber Cable Management systems, Walker CSU/DSUs banks, UPS systems, Chatsworth Data Center Racks, NICE severs and passive loggers, TelcoInd. Channel banks, KVM multimedia interfaces.

Avaya: SMGR, ASA, AES, Audio Codes: EMS, Symposium-CCMA/CCMS, Call Pilot, Agent Greeting, Meridian Integrated Recorded Announcement (MIRAN), Meridian Integrated Conference Bridge (MICB), Symon Reader Boards, Texas digital Reader Bards, CARES, CRT (SSH-Rlogin-Telnet), NICE Perform, SAP, Remedy, MS Office, MS Exchange, Active Directory, DCHP (Server admin tools), Norton Ghost, Dame Ware, RTA, PCAnywhere, EWFM, Remote Desktop, Terminals, VPN, WebEx client tools, FTP, Altiris client and deployment console, ProComm plus.

Tools: T-Berd and Suncomm T1 testers, Empirix Voicewatch, Empirix OneSight, Fluke Cable Tester, Marconi spectrum analyzer, CAC-Muxes, ADTRAN-Muxes, ADC modular DSX panels.

PROFESSIONAL EXPERIENCE:

Confidential, Tulsa - OK

Infrastructure Engineer

Responsibilities:

• Responsible for the design, development and testing of new VoIP and TDM telephony systems for the Enterprise. Technical manager and project implementation owner, overseeing every detail of a successful deployment.
• Vendor and product management focusing on hardware lifecycle, system version upgrades, encryption, patching and licensing to comply with federal and local regulations to include PCI and CPNI guidelines.
• Responsible for creating, updating and improving technical documentation to help mitigate system malfunctions or outages. Top tier support for incident escalation and root cause analysis.

Confidential, Tulsa - OK

EUS analyst II

Responsibilities:

• Telephony group lead tasked with Enterprise project development, testing and implementations within the EUS organization, focusing on problem management and incident resolution.
• Tier 2 escalation point of contact for all telephony related incidents, tasked with developing or improving processes and procedures that will benefit the entire telephony team as well as providing for new technicians within EUS or remote support business partners.

Confidential

Systems Technician

Responsibilities:

• Lead project teams and manage project lifecycles. Maintain telephony systems for 950 - agent contact center ( Confidential ), to include CTI servers, IVR, Call Pilot, Nortel PBX option 81C, Agent Greeting, MIRAN, M-Gate, and MICB. Perform monthly patch management and system upgrades. Project manage installation, configuration and maintenance of Avaya dialer upgrades in Tulsa and Waukesha, Perform installation of NICE quality monitoring server expansions including trunk capture and station capture cabling. Reconfigure NICE T1 and extension side mapping files for the enterprise. Lead tech on
• Hardware/ordering for PBX upgrades (Enterprise) as well as for Symposium, and Call Pilot. Support 81C (Call Center), and 11C at the network operations regional office. Support and maintain 23 telephony and CTI servers. Support, order and maintain Norstar Telephony equipment for 98 retail stores in the West region. Support and maintain Norstar and IP Office equipment for 14 engineering and Business Offices in the west region. Troubleshoot and resolve software configuration and connectivity issues.

Confidential, Tulsa - OK

Component Level technician

Responsibilities:

• Lead Confidential repair technician in charge of all cosmetic and mechanical repairs on US Cellular phones, working out of the National Repair and Distribution center.
• Perform monthly inventory of parts and accessories, level 3 technician certified to perform component level replacements (i.e. IC, capacitors, fuses, duplexers, antennas, modulators etc )