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RssAvaya Telephony Professional

Telecommunications Professional with over 18 Years Experience in the design, development, implementation, programming, and support of Avaya telephony services and infrastructure related to voice communications.

Operations

Caledonia, MI

About Me

Industry:

Telecommunications

Occupation:

Operations
 

Education level:

High School/GED

Will Relocate:

Yes

Location:

Caledonia, MI

Work Experiences

1/2007 - 1/2009

OpTech

Contractor / Freelance

  • • Provide experienced Telecom administrator for Avaya Communications Managers, (G3, G3SI, etc.) • Execute Mac’s changes (moves, adds, changes & deletes) • Execute Octel Voicemail changes • Troubleshoot and resolve trouble tickets and communicate with Service Center • Support site coordinators with project work connected with switch upgrades • Provide documentation updates for use on Telecom share drive • Work with vendors (Avaya, Qwest, etc.) to resolve trouble tickets with circuits and equipment • Conduct research for projects assigned by management • Experienced in ACD call center environment, VDN’s, vectors and use of CMS (Call Management System) and CMS supervisor.

11/2004 - 12/2006

Hastings Mutual Ins

Individual Contributor

  • • Support and maintained the entire voice network including Avaya G3SI PBX system, Intuity voice mail, pagers, BCMS reporting for call centers, and capital projects • Supply and coordinate onsite labor and material for voice systems for the organization, and inventory functions. • Support system hardware installations and upgrades. Provide 24/7 support for hardware failures. • Support Telecom Manager in coordinating and maintaining efforts of providing stable and cost effective communications platform. • Provide support for voice equipment for various remote user locations. • Administrator for routine Moves, Adds, and Changes, punch downs, Troubleshooting and repair. • Design and implementation of Call Canter Telephony services including: ACD, Vectors, skills routing, BCMS call management, Voice-mail-Real-time and historical reporting systems. • Work with management teams to assist in the design of Call Centers, announcements and related telecommunication systems and services. • Maintain billing invoices and working relationship with various telecommunication vendors. • Develop training material & train company employees on the latest telecommunication equipment and features

9/1986 - 10/2002

Steelcase

Individual Contributor

  • • Designed, implemented, and maintained the entire voice network including Avaya G3r PBX system, voice mail, pagers, cell phones, Ascendent Mobile extension, CMS reporting for call centers, and capital projects • Performed detailed analysis and monitored all telecommunication functions to persistently improve performance and reduce cost by 30% • Leader of team that initiated new wireless voice application • Construction of cell site and installation of infrastructure in 12 buildings to enhance cellular signal and use of Ascendant Mobile extension as a wireless solution • Facility project manager for upgrades (complete wiring of new building, furniture, and equipment installation) including relocation of several hundred employees • Supervised and motivated a team of 8 technicians/contractors in achieving telecommunication and business goals • Performed detailed analysis, reviewed over all cost and reduced cellular rate plans for end users when appropriate • Consult with department managers to provide new technology to help the end user work more efficiently • Member of team that coordinated new effort with cellular providers for online ordering system • Developed procedure and trained day to day staff of 6 on order and customer service process • Managed the Nextel cellular phone program for 1800 users • Developed service and repair process for Nextel cellular phone program • Managed the pager program for over 2500 end users • Headed up team to produce RFP for new pager vendor • Developed relationships with pager vendors to review over all use and reduce cost by 50% • Managed and coordinated effort to change out 2500 old pagers and numbers to new pager provider • Managed team of 3 employees and outside vendors to replace all old video equipment in facilities throughout the US • Coordinated with company’s IT, Engineering, Provisioning, Order Entry and Billing organizations for successful development of strategic IT plans • Communicated effectively with senior executives and staff to develop and implement strategic IT plans and budgets • Trained company employees on the latest telecommunication equipment and features

Education

Keywords