• Provided remote technical support on Avaya products assisting external and internal customers with problem isolation/resolution, solution integration, hardware/software installation and upgrades. • Subject Matter Expert on Avaya Aura Messaging, Modular Messaging, Audix LX and Octel Voice Messaging software.• Worked directly. With Avaya Tier 3 and Tier 4 to capture crucial logs and detailed work flows when software defects were discovered. • Identified gaps in monitoring software and implemented process to identify previously unidentified alarms before server performance was impacted.• Performed complex 2 stage upgrade on Avaya Aura Messaging and System Platform consisting of 5 sites, 25 separate servers and over 30,000 end users. Each site was completed ahead of schedule with no data loss or unplanned downtime.

• Installed Avaya G450 Gateways and Session Boarder Controller at multiple sites for migration from Legacy Avaya Definity PBX/Audix Voicemail to Avaya Communication Manager and Avaya Modular Messaging. • Performed on site hardware and core software installation to customer standards.• Installed Avaya 9650 IP Telephones for all users at each location and performed initial set up and quality checks to ensure all points of the install were successful.• Migrated users from Windows XP to Windows 8.1 during site wide laptop refresh. All user settings and programs were moved successfully• Provided day one onsite support for user questions, new feature training, and hardware troubleshooting on the Avaya 9650 IP Telephones, Avaya G450 Gateway and Windows 8.1 laptops. • Removed, packaged and shipped all legacy telephony equipment, laptops and related wiring once site cutover was completed.

• Remote support for internal/external customers and business partners with problem isolation, resolution, implementations, configurations, upgrades and migrations of their Modular Messaging, Aura Messaging servers, and Octel servers. • Supported the various adjuncts and applications for Modular Messaging such as Web Client, 1XSpeech, Web Subscriber Options and Outlook Thick Client• Troubleshooting of 3rd party products, customer’s network environment and Avaya Communication Manager.• Support of the following integrations T1/E1 QSIG, H.323, SIP and Digital Set Emulation.• Responsible for contacting Tier4 and development on chronic non-repairable issues.• Increased customer approval rate by establishing and maintaining positive relationships with customer base.

• Provided remote technical support to internal/external customers to implement, program and troubleshoot various Octel and Avaya voice mail systems.• Proactively monitored voice mail servers and customer networks to provide top level problem analysis in order to resolve roadblocks and outages.• Coordinated technicians field service engineers and onsite personnel for the maintenance and/or repair.• Subject Matter Expert on Octel Serenade and Octel Aria platforms along with implementing PBX programming a multi-vendor environment. • Provided training classes to Tier 2, Tier 3 and Field Service Engineers.

Provided circuit troubleshooting, provisioning and support for U.S. Military operations.Worked with numerous types of multiplexers, circuit routing equipment and microwave transmission devices. Responsible for escalating precarious issues through the chain of command.