Avaya Voice Engineer Resume Chicago, IL - Hire IT People

WORK EXPERIENCE:

Avaya Voice Engineer

Confidential - Chicago, IL

Responsibilities:

Avaya Voice Engineer

Confidential - Irving, TX

Responsibilities:

Deploy High Availability Duplex Communication Manager (CM), SMGR, SM, Aura Messaging Release 7.2 to include 25 remote locations and 10,000 stations
Collect system information and design dialing solutions, system wide parameters, naming and numbering conventions

Global Avaya Voice Portal Engineer

Confidential - Chicago, IL

Responsibilities:

Knowledge Acquisition Phase capturing information required to transfer daily operation from Abbott to Wipro Voice Team for over 100,000 users across the Americas, European and Asian countries
L3 support for global voice team
Process development for support models that are shared with the Team
Provide support for VoIP, SIP, H.323, SBC, Voice and Data integrity
Provide operational support for Avaya Aura 6.3 and Nortel systems on a global scale
Mentor junior members of the team

Global HP-IT Engineering

Confidential - Houston, TX

Responsibilities:

Global MS Lync Engineer

Confidential

Responsibilities:

MS Lync 2013 Unified Communications Enterprise solution team
Provide onsite support in England, France, Brazil, and USA (international travel)
Implement dial plan normalization, power shell, voice mail, audio codes and M1K resolving complex issues
Provide support for VoIP, SIP, SAS, Voice and Data integrity

Global Telecommunications Operations Analyst IV

Confidential - Houston, TX

Responsibilities:

Maintain business continuity incident resolution for global telecom and contact center infrastructures
Manage special projects across business units
Provide escalation for complex break/fix points involving hardware and/or software for data and/or voice networks: identify issues, assess impact severity (number of users and/or loss of revenue), assigning priorities, estimate down time, maintain log of related change orders
Configuration and incident resolution support for Voice VoIP, SIP, H.323 PBX, Call Center, IVR, Agent Recordings and Data Switches, Routers, LAN/WAN, DNS, DHCP, Wireless, Firewall, Load Balancing
Coordinate project to develop and deploy Global Number Lookup tool using Access Query
Develop a process to streamline processes in addressing, documenting, and resolving customer incidents for Lync, Nortel, Avaya PBX, VoIP, and Contact Center platforms
Perform field service support, complex issue resolution, and implement VoIP, SIP, and H.323 project initiatives
Provide resolution of a customer voicemail server outage that had been ongoing for more than 30 days -resolved issue to customer's satisfaction within 24 hours
Short term project to integrate Cisco VoIP and Nortel 81C PBX
Coordinate project to inter-connect VoIP resources between multiple corporate sites

Field Services Engineer II

Confidential - Dallas, TX

Responsibilities:

Manage the voice infrastructure for 30+ sites, including VoIP, SIP, H.323, Nortel 81C, CS1000MG PBX, Symposium Call Center, Avaya Dialers, Voice Recording, IVR, and CallPilot
Design and implement solutions for call routing and contact center support
Resolve complex service issues escalated by junior team members
Coordination and supervision four (4) team members as resources for projects and daily support
Maintain oversight for VoIP/SIP networking integrating voice and data networks including contact centers and carrier applications

Voice Network Engineer II

Confidential - Little Rock, AR

Responsibilities:

Design and implement upgrades to voice infrastructure for 15 large contact centers and 30 regional locations in the Gulf Coast region moving a legacy voice platform (Nortel CS1000MG, Norstar, BCM, Avaya, and Siemens/Rolm) to a converged solution utilizing VoIP, SIP and H.323 technologies
Coordinate efforts to automate tasks and increase the efficiency reducing incidents and response times by 50%
Engineer and implement an automated process to pre-program software and assemble hardware in a lab environment before shipping to site for installation
Security Clearance for Access to Nuclear Power Plants