Colleen Dailey Email & Phone Number

Chili, Ny, Us

Rochester, New York Area

Dedicated resource to National Grid as an extension of their IT Infrastructure team providing technical expertise as part of a project team researching and implementing corporate initiatives. Responsible for identifying customer needs, engineering adaptations of products, equipment and services. Coordinate and provide support on corporate Avaya, Nortel and Cisco systems.

Maintained and provided voice and data support to National Grid for approximately 160 US and 80 UK Cisco IPT sites as well as 7 Avaya contact centers and 4 Nortel PBX’s. Cisco VoIP technologies, Avaya and Nortel support included installation, configuration, maintenance, troubleshooting, design and system conversions. Second level troubleshooting, repair, diagnostics and MAC work for all UK and US based National Grid business units for the Cisco VOIP transformed voice and data networks. Support Cisco VOIP network via Cisco Call Manager, Unity Voicemail, and Jabber for all corporate US and UK National Grid locations.

Maintained and monitored multi-site telecommunications voice network including Cisco Call Manager, 25+ Nortel PBX’s, 75+ Avaya PBX’s, and key systems. Provided administrative support, maintenance and troubleshooting on Cisco Call Manager, Nortel, Avaya Call Management Systems, Genesys IVR, CTI servers, Witness Call Recording and Home Agents. Network management of daily activity, supervision and management functions for onsite CSR / Technicians.

Resident technician at National Grid in Syracuse, New York. Maintenance of two Option 81’C’s, Meridian Mail, Miran, Conference Bridge, CDR, MAT, Symposium and MAX. Responsible for all software and hardware upgrades. Performed remote MAC and repair on 25+ Nortel PBX locations, systems 11-81C and associated applications. Coordinated support for field technicians as needed for MAC and repair

• Provide second level support for field technicians as needed for MAC services, installations and upgrades on Nortel PBX’s, key systems, Symposium, Meridian MAX, and voice mail. • Specialized design engineering for new customer installations and system upgrades. • Customized reports provided for tier one call center customers. • Customized administrative training as required for new and existing customers. • Remote MAC, repairs and diagnostics on customer maintained systems