Work Experience:

Confidential, Houston, TX April 2011 - Present

• Avaya Administrator IBM for the CIGNA account
• Primary Voice Administrator for Avaya for multi site Call Center for CIGNA Behavioral Health (CBH)-Platinum Customers.
• ConfigureImplement,MaintainandTroubleshootAvaya’sequipment,systems,software,trunkingandnetworkintegration.
• Troubleshooting of routing of calls , issues related with trunks, DS1 and signaling, call monitoring & analyzing for performance related issues, ARS, AAR, UDP, Dialplan, Call Treatment, Capacity planning of Definity and Server Base Avaya CM Systems.
• Perform Changes in Mac’s involving Add Move & Delete, Vector Programming for Call Center including skills based routing
• Assist with Capacity planning and support of the CMS and CentreVu Supervisor Software
• Provide Technical assistance and troubleshoot issues with Intuity, Modular Messaging, IP-Agent & IP-Softphone
• Create and manage documentation supporting the reporting environment and best practices
• Troubleshooting & providing technical assistance for the day to day operations of the voice network
• Supported Avaya’s G3x, S8xxx, Gateways, IP Office, Modular Messaging, Intuity, CMS, AES & NICE systems for enterprise communications
• Maintain consolidated quarterly reports for all the systems for analyzing performance related issues and for audit purposes.
• Call center Support and program Vectors and VDN's for skill based routing; Used AT&T’s Business Direct tool to Toll Free number routing for DNIS lookup.
• Central point-of-contact for trouble-ticket and service orders to drive problem management and focal for change management.
• Managed and Implemented NON-DID to DID number conversion Project for CBH sites.

Confidential, Pearland, TX. January 2006 – March 2011

• Voice Analyst/ Architect for AT&T/IBM
• Primary Voice Support Consultant for Avaya Voice System in Multi site Call Center for CIGNA.
• Troubleshooting of call routing issues related with CBH Call Center.
• Perform Changes in Mac’s involving Add Move & Delete, Vector Programming for Call Center including skills based routing
• Provide Technical assistance and troubleshoot issues with Intuity, Modular Messaging, IP-Agent & IP-Softphone
• Create and manage documentation supporting the reporting environment and best practices
• Troubleshooting & providing technical assistance for the day to day operations of the voice network
• Supported Avaya’s G3r, S8xxx, Gateways, IP Office, Modular Messaging, Intuity, CMS, AES & NICE systems.
• Maintain consolidated quarterly reports for all the systems for analyzing performance related issues and for audit purposes.
• Call center Support and program Vectors and VDN's for skill based routing.
• Central point-of-contact for trouble-ticket and service orders to drive problem management and focal for change management
• Worked as a Voice Architect with Network Voice Services Group in a multi-vendor environment.
• Worked as a member of the Implementation and Remote Software Support group for Avaya S8700/G650 ESS and Call Center Adjuncts.
• Routine capacity analysis study for the PBX environment were undertaken for redundancy and for analyzing and implementing end-to-end IP solutions
• Provided optimal Design and Documentation including vectors with detailed call flow and call routing for Call Centers.
• Learned customer Call Center business, and provide them with design consultation to best use of the Avaya suite of Call Center products and services to optimize performance.
• Implemented and Maintained Call Center’s with Avaya S8700, Intuity Voice Mail and CMS (Call Management System).
• Worked with NICE Recorder, GENESYS CTI application, Peraphonics IVR group to resolve any Alarm or Issues with the Avaya PBX.
• Managed over 1600 Toll Free (TFN) with 4 National Contact Center with Avaya ACD’s and Verizon Business/MCI Network Manager software tool (Provides Real-Time Processing of Toll-Free Traffic).
• Coordinated with vendor activities relating to the planning, design, implementation, organization and operation of the networks

• Onsite Avaya Administrator for the JP Morgan Chase
• Worked at JP Morgan Chase Bank Call Center in San Antonio, TX location as an Analyst /Engineer providing Tier 3 value added Avaya ECS services to the Credit Card Services group which consisted of 6000 Agent & users between two buildings.
• Worked as a member of the implementation and software support group for Avaya PBX for Call Center Expansion Project.
• Configured and installed Avaya’s Definity PBX with S8xxx & Octel systems
• Provided optimal design and documentation including vectors with detailed call flow and call routing for Call Centers with Avaya/Lucent Technologies Definity ECS (Enterprise Communication Servers).
• Learn customer Call Center business and provide design consultation to best use the Avaya/Lucent suite of Call Center products and services to optimize performance.
• Performed daily BAU tasks including MACD and Break/Fix and provided Tiered support for Break/Fix.
• Implemented and maintained Call Center’s PBX, Voicemail, CMS, Predictive dialer, NICE recorders, CTI applications, IVR’s and miscellaneous adjuncts.
• Performed Changes in Mac’s involving Add Move & Delete, Vector programming, VDN’s and all other features supported by Avaya’s systems

Confidential, Denver, CO. June 2000 - October 2001

• Call Center Consultant/System Integrator for Avaya Inc. PSO (Professional Services Organizations)
• Worked with Avaya/Lucent CRM (Customer Relationship Management) Professional Services Organization (PSO) providing value added consulting service to Avaya/Lucent customer in the Call Center arena.
• Design, implementation and support Call Centers with EAS (Expert Agent Selection) or Skill based Routing.
• Provide optimal design and documentation including vectors with detailed call flow and call routing of Call Centers with Avaya/Lucent Technologies Definity ECS (Enterprise Communication Servers).
• Learned customer Call Center business and provide on-site workshops, presentations and design consultation to best use the Avaya/Lucent suite of Call Center products and services to optimize performance.

Confidential, Houston, TX June 1997 - May 2000

• Systems Engineer for Lucent Technologies Provisioning group
• Provide design criteria to the provisioning group for fully developed Voice Data, ACD (Automatic Call Distribution) network and IVDN (Integrated Voice/Data network) system.
• Responsibilities also include operations and support of network adjuncts, telecommunication system and switching equipment, adjunct processors peripherals, application software and vendor products into a fully integrated system.
• Application for transmission products such as Channel/Data Service Unit interfaces.
• Provide support for the tech and resolve maintenance problems through the interpretation of diagnostic results and system tests.

Confidential, Murry Hill, NJ January 1997 - May 1997

• Process Engineer for Bell Laboratories Microelectronic Lab
• Worked at VLSI/microelectronics laboratory with CMOS chip design.
• Responsibilities included fabrication of silicon wafers up to 1.0 micron using Low pressure chemical vapor depositions (LP-CVD) with Thermco and Advance Semiconductor Materials, America furnaces. Calculated the refractive index and the thickness for uniformity of the wafers.
• Installed and replaced gas jungles, injectors, Gate valve, Half gate, Profile Thermo-couples, Mass Flow controllers (MFC) and Mass flow meters (MFM) for Thermco and ASM furnaces. Calibrated Profile Thermo-couples for the reactors.

Technical Skills:

Product Certification: ACE in Avaya IP Telephony, ACS in Avaya IP Office.
Programming Languages: C, Intel 80*86 Assembly, Pspice, MATLAB
Operating Systems: Basics of Linux, UNIX and MS Windows 2000/XP
Avaya : Avaya S8700/G650, S8300/G350/G700, Definity ECS, CMS, Centre Vu Supervisor, BCMS VU, Reporting, Reports Designer tool, Intuity, Octel and Definity AUDIX, Message Manager, CentreVu Explorer, AES, MCI/Verizon Business Network Manager.
Tools: CM Communication Manager, ASA, Provision, NICE analyzer, Microsoft Visio, eESM ManageNow.
Other: SS7, SIP, H.323, Unified Communication, VAL Manager.
Six Sigma: Working on Green Belt Certification. HIPPA Certified since 2007

Education:

MBA, in Accounting
B.S., in Mechanical Engineering
B.S., in Electrical Engineering