TELECOMMUNICATIONS ENGINEER
Detail oriented and results driven telecommunications professional with outstanding history of leveraging technical expertise to consistently provide highly effective business solutions. Strong fundamental skills in voice communications technology and complete customer satisfaction. Equally effective organizational leadership and project team lead experience. Utilizes innovative thinking and problem solving analysis to improve processes, systems and methods. Strong knowledge of all Avaya Phone and Voice Messaging Systems. Demonstrated proficiency at dramatically improving business services by analyzing challenges, system capabilities and upgrades while resolving technical troubles to exceed customer expectations.
Areas of Expertise
IT Voice Telecommunications
Rapid and Accurate Problem Identification and Resolution
Systems Integrity • Avaya Definity G3 and CM series PBX Systems and Servers
Avaya Intuity & Definity Audix • Avaya Aura • EC500 • QoS
Programming and troubleshooting Auto-Attendants • VDN’s/Vector Scripting
Coverage • Schedules • Routing • ARS/AAR/UDP • Call Center Programming Hospitality Systems Programming • T1 and ISDN Signaling • Analog Signaling
Analog, Digital and IP Telephones • Networking of Phone and Messaging Systems Exceptional Customer Service • Technical Training • Avaya Servers, LSP’s, etc. Demonstrated ability to quickly learn new technology
PROFESSIONAL EXPERIENCE
Convergys Corporation – Jacksonville, FL 6/2011 to present
Provide Engineering Support for voice team and customers on voice/data systems and networks. Coordinated with project managers on major upgrades and moves.
Sr. Engineer – Voice Network Engineering Technology Services
• Consistently completed all projects on time and to complete end.
• Provided programming, installation and upgrade support for Avaya PBX Servers and Audix systems. Programming expertise includes writing auto-attendants, schedules, coverage, routing, vector scripting, hospitality features, etc.
• Expert with Communication Manager, all releases through 6.0 to Session Manager.
• Hardware troubleshooting, repair, upgrades and replacement of Avaya PBX Server components (replacing MedPro’s, CLAN’s, T1 cards, Firmware upgrades, etc.).
• Demonstrated ability to quickly learn new technology.
Avaya Inc. – Highlands Ranch, CO 12/1997 to 1/2011
Employed by one of the world’s leading telecommunications providers; implemented voice telecommunications systems; collaborated with systems administrators and technicians to implement effective solutions; coordinated telecommunication processes and ensured telecommunication strategies aligned with company objectives.
Systems Support Specialist/Programmer
• Consistently completed all projects on time and to complete end – customer satisfaction.
• Provided telephonic technical support for phone/voicemail systems administrat...
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