Adrian Reich Email & Phone Number

Palos Heights, Illinois, United States

Greater Chicago Area

Telecommunications system management, design, and support for international Call Center utilizing Avaya Aura Communications Manager version 7.1. Call Center (ACD) support with skills/queues/hunts, VDN/Vector programming, hunt group creation, station moves, adds, and changes for digital and VOIP handsets. CMS reporting including custom report creation, backups and administration as well as timetable management. Calero VeraSMART eCAS system maintenance and reporting. Created and maintained documentation of all telecommunications related tasks and call flows. Video training creation using Camtasia 2020.Project management experience which included upgrade of entire telephony infrastructure and Disaster Recovery implementation. Other large projects included rollout of call recording solution utilizing CallCopy/NICE, new IVR application implementation along with multiple major releases to existing applications, ZetaFax to RightFax system conversion, and conversion of entire BlackBerry fleet to iPhones. Utilized Microsoft Project for project organization.SIP trunk support with Avaya Session and System Manager servers. Aura Messaging voicemail maintenance and support. Administrator for AES, Experience Portal, and EMC server with custom application support for screen-pops. Installation and troubleshooting experience with Avaya One-X Communicator/Agent for remote users.Processed all telecommunications related billing with an annual budget of over $1 million. Worked with carriers to order and install circuits as well as conduct bill reviews and contract negotiation. Discovery and implementation of various cost savings changes which to date exceeded $100,000 annually. HIPPA compliant workplace.

Manager and trainer for small crew of support technicians. Provided support for over 1,800 computer systems across the country running Microsoft Windows OS and Microsoft Office. This included up to 200 active jobsites and 11 remote offices. Systems were managed via Microsoft SCCM for deploying software packages, Windows updates, reporting and computer inventory. InstallShield experience for the packaging of in-house custom applications. Maintenance and deployment responsibility for the corporate computer image using Microsoft Windows Deployment Service. LifeSize videoconferencing setup and administration.System administrator for Avaya Communications Manager S8700 along with remote S8300 systems (LSPs). Moves, adds and changes along with setup of VDNs, vectoring, call routing and hunt groups. System maintenance including firmware updates, license file installations and Communication Manager upgrade experience (1.0 to 3.0). The procurement of PRIs, T1s and DSL lines. Management of the 3,000-unit cellular phone fleet. BES administrator. Microsoft OCS administrator. Processed telecommunications-related billing.

Provided 2nd and 3rd level support throughout the company’s remote bureaus within an Active Directory Domain and Novell network. Responsibilities included software/hardware installs, upgrades, repair, imaging of machines and some server administration. Lotus to Outlook migration.