• Participated in telecommunication systems design meetings; worked with Telecom Engineering, end users and other internal and external groups to understand telecommunication requirements, and to meet goals and deadlines.• Performed telecommunications research, as needed, including but not limited to: invoice analysis, traffic study analysis, feature implementation, researching the integration of new solutions and interactions, product documentation and white papers.• Architected and implemented Avaya telecommunication systems and services, and managed the ongoing maintenance of those systems.• Provided tier 2 & 3 operational support. Managed multiple and/or simultaneous trouble tickets and service issues, managing escalations to vendors and support partners, as well as curating the team’s tier 3 lessons learned to reduce mean time to resolution as part of problem management practices.

• Installed, repaired configured Avaya Communication Manager 5.2.1 on multiple projects around the nation. (Comcast, Expedia)• Installed and configured AVAYA SERVERS S8800 thru S8100’s in stand alone mode and High reliability, ESS or LSP. • Installed and repaired Avaya Modular Messaging. • Installed Avaya Contact Center. • Maintained and troubleshot Session Border Controller with SIP trunks from carriers.• Installed and troubleshot Avaya AES. • Installed Call Manager with Avaya System Manager on multiple projects.• Maintained Witness Call Recording. • Installed, upgraded and maintained Veramark eCAS for local customers in the Kansas City area for the last year. • Installed and administrated installs of all Avaya S8700/S8300/S8500/S8100 servers. • Experience installing, repairing, and maintaining multiple call centers throughout the nation that have over 20,000 end points and 1000 agents or IP agents. • Responsible for installing and supporting Avaya telephone servers S8700/S8300/S8100

• Planned layout and installation of Avaya based data and telecommunications equipment.• Installed and repaired Modular Messaging Voice mail platforms.• Installed multiple IP Offices’ throughout the nation.• Responsible for field installations, engineering and customer support. • Responsible for analyzing, evaluating, and resolving Avaya hardware and software conflicts. • Installed spectralinks VOIP and TDM wireless phones.• Responsible for programming CMS/VECTORING.• Assembled and installed communication equipment, such as data communication lines and equipment, computer systems, converged solutions, and PBX's, using hand and power tools.• Tested circuits and components of malfunctioning telecommunication equipment to isolate source of malfunction, using test instruments and circuit diagrams. Implements network integration and system tests, as well as software and mechanical upgrades. • Upgraded firmware loaded patches and upgraded software on the new convergence equipment (S8700/S8300/S8500/S8100 servers).• Addresses customers' inquiries and concerns, ensuring swift and positive resolutions• Obtained permits and ensured compliance with multiple city codes.

Planned layout and installation of Avaya based data and telecommunications equipment.Installed and repaired Modular Messaging Voice mail platforms.Installed multiple IP Offices' throughout the nation.Responsible for field installations, engineering and customer support. Responsible for analyzing, evaluating, and resolving Avaya hardware and software conflicts. Installed spectralinks VOIP and TDM wireless phones.Responsible for programming CMS/VECTORING.Assembled and installed communication equipment, such as data communication lines and equipment, computer systems, converged solutions, and PBX's, using hand and power tools.Tested circuits and components of malfunctioning telecommunication equipment to isolate source of malfunction, using test instruments and circuit diagrams. Implements network integration and system tests, as well as software and mechanical upgrades. Upgraded firmware loaded patches and upgraded software on the new convergence equipment (S8700/S8300/S8500/S8100 servers).Addresses customers' inquiries and concerns, ensuring swift and positive resolutionsObtained permits and ensured compliance with multiple city codes.