After leaving the Emergency Recovery group in 2017, I moved back to a support role as a Subject Matter Expert and trainer for Avaya Learning teaching new engineers as well as others who are looking to expand their skill set. My responsibilities include working directly with customers and Business Partners in a support role as well as onboarding new hires. I also provide custom training for direct customers or Business Parnters as needed. My Avaya Learning AES class was designed to have new engineers capable of handling issues by the end of the five day course. This was a great success as new regional teams were coming on board.

I moved from the T3 CTI backbone team to Emergency Recovery and I am responsible for recovering outages and high service impact incidents for our customers. Emergency Recovery is a fast-paced and time critical as every minute of down time is costing our customers time and money let alone a possible negative impact to their end users. I am responsible for following the issue through to full system recovery and providing recommendations to mitigate future outages.

Zone EU Limited was a UK subsidiary of P&C Micros Pty Ltd based in Melbourne, Australia. Zone EU manufactured and supplied Dark Ride systems for theme parks as well as lasertag equipment for Family Entertainment Centers across Europe. I was the operations manager of Zone EU, reporting back to the directors of P&C Micros. I was responsible for the day-to-day running of the business, accounting, HR, training and directed the sales team.