Dwayne L. Email & Phone Number

Bradenton, Fl, Us

Remote

Virtual Office Bradenton Fl

• Provide Senior Engineer/Contact Center support for large enterprise customers. • Long term/Short term staff augmentation for industry leading companies. • Senior Avaya Engineer/Project Manager responsible for a 50,000 plus user migration.• Served as lead engineer for Avaya Team migrating to CISCO CUCM/UCCE• Provide support for Avaya Aura, Communications Manager, and System/Session Manager.• Assurred proper and timely deliverables based on a master project plan. • Responsible for escalations and Tier 3 or 4 support. • Decipher existing call flows, facilitating Avaya Exports and data collection.• Provide First Day of Service support for migrated business units.• Perform post migration cleanup and support.

Clearwater Fl

• Install, test, configure and support an Avaya Aura enterprise environment. • ARS, AAR, call routing, manage extensive international dial plan • Design implement Vectors, VDNs, Route Patterns • Support and configure an Interactive Intelligence ACD/PBX. • Day to day support for telecommunications systems for international multi-site call center. • Integrate telephony systems with other call center applications • Primary support for Avaya Session/System Manager, ACR, WFO, WFM, Aura Messaging • Manage and report on the Avaya platform and VOIP environment. • Maintain, order and implement SIP & TDM trunking. • Assist with development and implementation of new call center initiatives. • Support and implement Avaya CM servers, Oracle SBCs, IC Media Servers, IC Core Servers, Media Gateways and other hardware to include but not limited to G650, 87XX, G700, G450 etc.

Saint Petersburg Florida

• Responsible for all support for Avaya Aura in an enterprise environment. • Provide day to day Tier II & III support for multiple contact centers & corporate telephony. • Responsible for TDM and VOIP telephony switches, CDR Records, Aura Messaging. • Support TCP/IP, H323, G711, G729, QOS, SIP, VOIP, ISDN, TDM connectivity problems. • Maintain, order and implement SIP & TDM trunking from multiple carriers. • Primary spport for Avaya Aura CM 6.3,Avaya Session Manager/System Manager. • Responsible for Avaya CM servers and Media gateways, G650, G700, G450 etc... • Intergrate Avaya Aura with other call center applications such as Qfiniti Etalk Recording Solution, Virtual Hold, Nice Analyzer and Edify IVR.

• Managed the Telecom group engineers responsible for all voice system across enterprise.• Provided continuous support to multiple call centers with a rotating on call schedule. • Support 3 Nortel 81c PBXs. • Support multiple Contact Centers, apply effeciant routing and handling of these calls. • Reviewing new technology that may improve the operations of these call centers. • Provide support for over 5500 desktop PC's and multiple software applications. • Responsible for the planning and execution of large projects

United States Postal Service Call Center

• Maintain a Nortel Meridian Option 11 PBX with Meridian Mail• Support Aspect ACD System with a call volume in excess of 1 million calls per month. • Perform all moves, adds, & changes to Telsets as well as voice mail accounts. • Monitor numerous applications related to the call using Aspect Agility• Create and test Call Control Tables for all incoming and outgoing call traffic. • Maintain the National Telecommunication Model for all Postal call centers.

Responsible for supporting medium sized call center for inbound and outbound traffic. Communications with vendors as well as directors and managers within company regarding best practices and efficiency regard call center operations. Maintain all telecommunications equipment used on call center floor as well as all desktop phones and voicemail.