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Click here or scroll down to respond to this candidateCandidate's Name
Pennington, New Jersey Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLESUMMARYA talented and accomplished telecommunications engineer with extensive expertise in contact center, VoIP, telecommuter implementations, disaster recovery plans, system maintenance, testing, project management, troubleshooting, staff training, telecom application mentoring, and issues resolution. Comprehensive experience in aiding user communities across the IT industry by offering extensive support with Avaya and Cisco VoIP. Excels at promoting teamwork by leading forums to align technical knowledge levels among colleagues, benefiting various business groups.Seeks challenging opportunity in vibrant company that values teamwork and is committed to continuing professional development of telecommunications professionals.TECHNICAL SKILLSAvaya ASA, Session Manager, ATT API Portal, Microsoft Teams voice support, ATT Five9, Avaya CMS CentreVu and Verint Recording versions 7, 12, and 15 supportAvaya 9000, 7000, 8000, 4000, and 2000 series phone programming; VoIP and analog, digital port hookupAvaya DS1, CLAN, Medpro circuit pack troubleshooting and replacementAvaya G700, G350, and G250 gatewaysHP PC re-imaging, Microsoft SCCM and Remote DesktopPlantronics headset setup and supportCisco VoIP CUCM, Unity, UM Messaging, Arcana Manage Express applicationsCisco 4000, 7000, and 9000 series phone setup and troubleshootingEXPERIENCETRANSUNION, Crum Lynne, PennsylvaniaSenior Telecommunications Engineer, 2013-2024Spearheaded the implementation and support of all desktop telephony applications, ensuring seamless communication across the organization.Directed the maintenance and optimization of Avaya S8800 Communications Manager, CMS CentreVu Version 18, and Verint Version 15, enhancing system performance by streamlining unused resources and monitoring capacities.Managed telecommunications ticket queue for both domestic and international locations, resolving high-priority issues and ensuring timely completion of break / fix and work order tickets, thereby maintaining uninterrupted service.Notified and assisted user community by providing documentation, reference guides, and training for various implemented technologies.Met with various businesses management staff by improving vector call flow changes and modifications such as holiday and service tables and split / skill modifications.Improved contact center performance by aiding management staff and user community with CMS CentreVu reporting and training.Maintaining a stable telephony environment by suggesting system maintenance tasks and scheduling to management.Teamwork assistance with PC technicians for hardware inventory control of PC and telephony hardware.Improved Wire Management within main computer room and IDF closets to eliminate unused patch cables and cross-connect wiring.Maintained a stable call recording system environment by administering and monitoring Verint Versions 7, 12, and 15, implementing Verint upgrades, troubleshooting failed components within audio and screen recordings, and working with vendors when needed.Provided user community with voice phone service utilizing ATT API portal in implementation of Microsoft Teams environment.Supported global contact centers using ATT Five9 application.To improve video conference environment for the end user experience, assisted the Video Team and vendors with equipment hardware modifications.ADDITIONAL EXPERIENCEIPCELERATE, Princeton, New Jersey, Support Analyst, 2012-2013. Managed and implemented IPcelerate telecommunications VoIP applications, including IPsession, IPmonitor, IPspeaker Control, and IPstudio, for client base. Troubleshot VoIP-related issues that worked with Cisco CUCM platform with IPcelerate applications. Scheduled and coordinated with clients' technical staff or Cisco partners for installation of IPcelerate products via work orders. Handled tickets and support emails, tended to client issues with IPcelerate products, and scheduled Cisco Webex sessions for troubleshooting and installation. Provided clients with additional training on IPcelerate products via Cisco Webex sessions.OLYMPUS CORPORATE AMERICAS, Center Valley, Pennsylvania, Telecommunications Specialist, 2010-2011. Oversaw, implemented, and supported all desktop telephony applications and wireless BlackBerry and cell phone devices. Led telecommunications projects with colleagues, implementing new technologies and tasking other department staff members with implementations-related responsibilities. Directed new technology implementations with vendors and provided them with necessary tools, support, and requirements for projects to be completed.TIFFANY & COMPANY, Parsippany, New Jersey, Senior Analyst, 1995-2010. Implemented and supported telecommunications hardware and software for desktop applications and designed and tested contact center call flows and disaster recovery environments.PROFESSIONAL DEVELOPMENTATT Five9 Administration Online CoursesVerint Administration and Maintenance Verint Learning CenterGlobal Knowledge Cisco IP Telephony ExpressATT Route It! Call Detail AnalysisDefinity G3, Intuity / Definity Audix, CMS CentreVu, Avaya Learning CenterPC Troubleshooting and Repair, Computer Applications Learning CenterBusiness Management and Computer Technology Courses, Brookdale Community College |
