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Click here or scroll down to respond to this candidate Candidate's Name
PHONE NUMBER AVAILABLE EMAIL AVAILABLE
PROFESSIONAL SUMMARY
Detail oriented and results driven telecommunications engineer and professional with 20+ years of
experience. Strong fundamental skills in voice communications technology, team leadership, project
management & complete customer satisfaction. Expertise in Avaya network design, implementation,
administration, troubleshooting and operations. Demonstrated proficiency at dramatically improving business
services by analyzing challenges, system capabilities & upgrades while resolving technical troubles to exceed
customer expectations.
SKILLS
Avaya GXXX Media Gateways and 83xx LSP s E911.
(180+ deployments). IT Project Management.
Avaya Communications Manager, Aura and Team leadership.
Definity G3 Series PBX systems. Vendor Management.
Aura Messaging, Intuity & Definity Audix. Number porting coordination and support.
Upgrades, patches, firmware upgrades, etc. MS Teams Voice.
EC500. Escalation Management and Coordination.
SIP Telephony Design & implementation Avaya Architecture Solution Review and
Implementation of Avaya hardware & software Approval.
solutions, including Media Gateways, ESS/LSP, Staff mentoring and training.
Aura Messaging, System & Session Manager. Global Call Center Implementation & Support.
VDN's/Vector Scripting, Call Center Programming. Virtual Telecom Solutions/vSphere/VMWare.
Routing ARS/AAR/UDP. Bogen Paging.
T1, ISDN, SIP and Analog trunking/signalling. Analog, Digital, IP & SIP Telephones.
IX Messaging (formerly ESNA). Demonstrated ability to quickly learn new
SBC upgrades, patches and management. technology.
Session Manager upgrades, patches and Exceptional Customer Service.
management. Avaya Notification Solution.
PSTN management and support. Expert in MS Office Excel, Word, Visio and
Avaya IX Workplace and Messaging. PowerPoint.
SBC and SM Tracing. Avaya One-X Agent and Communicator.
PROFESSIONAL EXPERIENCE
Project Manager / Avaya Call Specialist
Bayforce Technologies Remote (Johnson Controls, Intl. contract) 7/2021 9/2023
Coordinate, schedule and implement AudioCodes gateways installations at over 100 sites in the U.S. and
Canada for Analog compatibility with MS Teams.
Read Avaya VDN s & Vectors and transpose for MS Teams voice migrations (Over 125 sites worldwide).
Designed, implemented and supported the MS Teams voice environment.
Worked with Telecom teams coordinating above activities in the U.S., Canada, Europe, Japan, China and
the Middle East.
Avaya Aura Engineer
Tyto Athene, LLC Oak Ridge, TN (US Dept of Energy contract) 10/2019 07/2021
Provide Engineering Support for DoE s Avaya Network(s) based in Oak Ridge, TN.
Upgraded/patched all Avaya systems/servers in the network, including CM, Session Manager and SBC s.
Lead Avaya Engineer for DoE in Oak Ridge, TN. Directed all telecommunications activities and projects.
E911 programming and support for DoE s Security Police and Fire Departments.
Lead solution engineer for decommissioning multiple ISDN-PRI s for SIP trunking solution.
Call center implementation and support.
Worked with teams to coordinate and implement 35 additional G450 Gateways at Y12 National Security
Complex.
Coordinated with PSTN carriers for multiple number porting activities.
Troubleshooting call issues with local carriers, utilizing Trace SBC and SM to investigate causes.
Managed licenses, users, SIP entities, elements, routing, alarms, security certificates, upgrade and patch
management, etc. in System Manager.
Managed all related call center functionality. VDN s, vectors, splits/skills, agents, etc.
Managed ESNA voicemail.
Lead Voice Architect
IBM/Artech Remote, TN (Avon USA contract) 03/2018 08/2019
Provided lead architecture & team lead for voice telecommunications team.
Implemented and supported call center solutions internationally.
Implemented and supported SIP trunking and stations.
Implemented SIP solution for call center in Quebec.
Implemented Avaya ESS, multiple G450 Gateways and LSP solutions.
Team Lead/Sr. Implementation Engineer
IBM/Jacobs Technology Remote, CO 10/2012 - 12/2017
Provided Project Management, Implementation Engineering & Team Lead for voice systems & networks.
Assigned to support NiSource Inc. (utility company/gas pipeline) with their Avaya Enterprise Network.
Implemented G450/LSP Avaya solution at 149 locations in the U.S., from design to implementation and
UAT.
E911 coordination with each deployed site to program, test and confirm solution.
Programmed all new users for each site into Aura Messaging Voicemail.
Worked with Cisco to decommission 64 Avaya locations and transition to Cisco solution.
Coordinated with PSTN carriers nationwide for multiple porting activities. 10,000 numbers+ over life of
project.
Ordered new ISDN circuits nationwide for dozens of U.S. office locations, then implemented the solution.
Programmed and supported call center for customer service and billing.
Implemented, tested and supported gas pipeline monitoring equipment.
Sr. Avaya Engineer
Convergys Corporation - Jacksonville, FL 06/2011 - 10/2012
Supported international Avaya Enterprise network, Communications Manager and Intuity Audix
voicemail.
Supported call centers in the U.S., England and the Philippines.
Performed upgrades and patches on all Avaya solutions.
Implemented several additional G450 s into network to increase capacity.
Maintained North American data center in Jacksonville, FL.
Systems Support Specialist
Avaya Inc, Highlands Ranch, CO 12/1997 - 08/2010
Implemented and supported voice telecommunications systems.
Programmed Definity/CM PBX and Definity Audix systems nationwide supporting Avaya customers.
Assigned as a SME for technical support of technicians in Definity/CM PBX and Audix Voicemail.
Definity PBX and Audix trainer for new hires.
Worked with systems administrators and carriers to resolve circuit issues on analog trunks, ISDN and T1
circuits nationwide.
Supported field engineers and technicians on installs, moves and upgrades of Avaya systems.
EDUCATION
Lucent Technologies and Avaya Inc. - Highlands Ranch, CO 1997 to 2010
Arapahoe Community College - Littleton, CO 1997
All previous education and experience in Law Enforcement and 911 dispatch. Transcripts available upon request.
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