Project lead technical engineer responsible for the design, build and implementation of large-scale Cloud and On-Premise UC and Contact Centre solutions.Identifying design and implementation issues and following-up with Project Management for successful resolution.

As a knowledgeable and dedicated professional with over 15 years experience in high level project management and pre-sales/design/implementation/support of UC/Call Centre solutions, I seek to bring my skills and abilities to add value in a lively and dynamic environment.Highly regarded Avaya and Mitel SME and data/telecommunications professional.Energetic and motivated professional, capable of working as a self-motivated individual or contributing team member.High degree of ingenuity, lateral thinking, analytical skills and business acumenWell-developed understanding of the industry to achieve maximum growth and profitability.Friendly and sociable team player with excellent interpersonal and communication skills.

Solution design, consultancy, build and implementation of the Westpac HDC Contact Centre (pre-production and production environments).Manage, oversee and direct the design and implementation of the Westpac Avaya Communication Manager and Messaging platforms.Work with vendors to verify designs and integrate platforms and applications to meet design specifications.Member of Westpac HDC project delivery team for Avaya Contact Centre projects.Manage client relationships in a friendly and professional manner, ensuring total satisfaction to guarantee on-going business opportunities for Optus Business.

Manage, oversee and direct the design, implementation, support, maintenance and technical delivery of Avaya Voice Network/Contact Centre projects.Provide solution design, consultancy, project delivery and support for Audiocodes Session Border Controller projects.Provide project delivery and support for Genesys Contact Centre projects.Manage client relationships in a friendly and professional manner, ensuring total satisfaction and retention to guarantee on-going business opportunities.

Manage, oversee, and direct the design, implementation, support, and maintenance of the Avaya Voice Network/Call Centre for One Path/ANZ.Provide solution design, consultancy and project delivery/BAU support for a wide range of critical projects.Manage client relationships in a friendly and professional manner, ensuring total satisfaction and retention to guarantee on-going business opportunities.

Manage, oversee, and direct the design, implementation, support, and maintenance of the Avaya Voice Network/Call Centre for the Royal Bank of Scotland (APAC region).Provide solution design, consultancy and project delivery/BAU support for a wide range of critical projects.Manage client relationships in a friendly and professional manner, ensuring total satisfaction and retention to guarantee on-going business opportunities.

Develop, set up, and implement operations and strategic business plans for a company specialising in voice networking and VoIP/SIP Unified Communications.Maintain and develop strong client relationships, ensuring total customers satisfaction with all aspects of service to guarantee continual business opportunities.Projects Completed:o ING Australia CM5.2.1 upgrade (ING Kent Street, Tuggerah, Parramatta, Sussex Street & Melbourne).o ING Australia AES upgrade to AES 5.2o ING Australia Wollongong Call Centre/Office ESS site (560 IP handsets).o ING Australia Tuggerah Communications Room Relocation (Relocate all Avaya Voice Equipment to new Comms Room).o ING Australia Life Risk Project – Call Centre upgrade and CTI upgrade.

Provided and ensured successful pre-sales, solution design and project delivery.Ensured all required documentation was qualified and completed regarding work carried out within Technical Service Projects.Maintained all appropriate vendor and industry accreditations as required.Investigated and escalated any technical issues encountered during solution staging and implementation.Coordinated with other technical service resources, interfacing with the customer and adopting ultimate responsibility for delivering a working solution to the customer.

Provided technical services and support to the IBM Australia Voice Services Team during the deployment and administration of a range of Avaya communication telephony systems.Provided technical support to the Department of Veterans Affairs’ Avaya VoIP network, including VoIP quality issues, Up time of Voice network, off site staging of media gateways, servers and circuit packs and investigating major alarms, troubleshoot and resolve. Co-ordinated technical service resources, interfacing with the customer at all required levels and adopting ultimate responsibility for delivering a working solution to the customer.Coordinated with other members of the Voice Services Team regarding the implementation and administration of various components of the IBM Voice Network, including:o Voice call routing intra/inter-node private networking (TDM & VoIP) and PSTN/ISDN-PRI.o Private ISDN-PRI voice networking to other vendor equipment, such as Cisco voice gateways and E-Talk voice recording systems.o BAU and MAC service requests.o Voice Rite Direct Talk voicemail administration.o Avaya Call Management System basic user administration and reporting.Projects completed:o Cheltenham BCRS (Disaster Recovery Site) – S8720 Media Servers with G650 media gateways. TDM solution with capability to migrate to VoIP solution.o DVA PIX Firewall Project – All ISDN services to be routed through firewall in accordance with DVA security policy.o IBM Cumberland Forest migration of call centre functionality from one Avaya PABX to another.o Apple IP trunking between Sydney and Brisbane IBM call centre.

Provided pre-sales, solution design, build and implementation services to the Solution Delivery Team during the deployment of a range of Avaya UC/Call Centre solutions.Projects completed:o Challenger Financial Services (1000+ IP endpoints, networked solution).o Caltex (Call Centre Solution and then relocation to new premises).o Coventry Group (160 national sites – networked).o Coates Hire (220 national sites – networked).o Credit Corp (National network).o Kimberly Clark.o SMEC (National network).

Staged and implemented Avaya voice network equipment.Set up voice media servers according to customer specifications.Co-ordinated technical projects, primarily within the call centre environment utilising digital, analogue and Voice over IP (VoIP) technology with the Avaya range.Coordinated with the Communications Manager regarding S8300/S8500/S8700 voice servers.Managed new installations, hardware and software upgrades and software migrations from old legacy systems to new Multivantage platforms. Configured and set up networking aspects of voice networks and peripherals to provide seamless communications.Networked PABX / Call Centres nationally.Analysed and troubleshot telecommunication faults, and found innovative solutions to complex tasks and problems.Projects completed:o St George Bank.o Honeywell.o Capital Finance.o ING.o IAG.o Bluestone Mortgages.o Challenger Financial Services.o Continental Airlines (Guam).

Managed and coordinated national technical projects, primarily within the call centre environment, utilising digital, analogue and VoIP technology with the Avaya range.Handled business analysis responsibilities, preparing project documentation and procedures for development, scope, planning, structures, quality assurance, timelines and risk analysis.Managed new installations, hardware and software upgrades and software migrations from old legacy systems to new Multivantage platform.Configured and set up technical networking aspect of voice servers, Cajun switches, UPS and NICE log voice logging system.Networked PABX/Call Centres nationally as well as voice mail (Audix) systems.Established and sustained strong client and stakeholder associations, ensuring customers were totally satisfied with all aspects of services.Developed and provided regular and detailed product and service progress status reports.Projects completed:o NRMA (Avaya and Cisco Call Manager Integration)o AMEXo GE Capital Finance (National)o RP Data (National)o RACQ (Queensland)o St George Banko INGo IBMo KPMG

Alcatel PABX Technician