- Responsible for the implementation and administration of contact center telephony technology for one of the world's leading travel management companies across six continents.- Performing tasks related to the design, implementation, support/maintenance, and enhancement of CWT's enterprise, vendor, and in-house developed applications.- Administration of the enterprise contact center telephony technology environment including: Virtual Callback programming, implementation, and product support; Multi-PBX environment; Skill-based and VDN routing programming; Avaya Experience Portal; Avaya CMS; Carrier routing and programming (Verizon, AT&T); Best Service Routing programming; Direct dial and toll-free number maintenance; Creation and programming of announcements.- Adhering to global and regional standards while documenting all exceptions.- Report creation and generation, including SQL databases.- Resolving escalated problems. Managing all events, incidents, and outages within defined processes and procedures.- Serving as SME on projects and initiatives with a focus on telephony design and call center technologies.- Providing on-call support to business 50% of the time (24x7 every-other week).

- Administrating over 50 Taylor Corporation companies on their Avaya phone system, which included over 1,000 call center agents and more than 5,000 phone stations.- Creating over 2,000 VDNs and 300 vectors for the companies’ phone routing.- Providing support to users of the telephony related hardware and software applications as part of the Phone Squad support team.- Assisting with management of new site deployments, upgrades, and implementations.- Identifying, diagnosing, and resolving problems affecting performance, including when sites phone systems are out-of-service, etc.- Researching error messages regarding the phone system and taking the necessary actions to resolve them.

- Having overall accountability for growing the sales and profitability of the store.- Managing employees by scheduling, organizing, and directing assignments.- Developing and implementing employee performance evaluations and improvement plans.- Delivering excellent standards of customer service.- Resolving customer problems or complaints by determining optimal solutions.- Responsible for the planning and creation of work schedules.- Maintaining adequate store supplies and ordering more when needed.- Management of all store operational issues, to include store housekeeping, store administrative duties, physical inventories, price changes, etc.- Ordering and receiving various parts for customer’s service orders, returning/exchanging of defective parts, filing invoices and purchase order paperwork, reviewing service orders for correctness in billing.

- Performing diagnostic procedures to determine errors and issues related to a computer, tablet, or smart phones operating system, software, or any hardware.- Performing virus removal procedures and data recovery services.- Installing hardware or software.- Communicating with customers and educating them on computer related items and sales.- Performing onsite visits to customers when needed.- Diagnosing, troubleshooting, and resolving network problems in a customer’s location.- Providing an unbiased opinion when discussing computers, software and parts with customers.

- Installing, configuring, and troubleshooting issues with Windows computers, Cisco switches, Cisco routers, and wireless networks.- Setup and installed NetLab+ virtual IT training system for future classes to utilize.