Jared Dalmas Email & Phone Number

Houston, Texas, Us

Waltham, Ma, Us

● Subject Matter Expert (SME) for CT Suite, integrating with Avaya CM's Call Center Elite. Leveraged FusionPBX, Redis, RabbitMQ, Elastic Search, Microsoft SQL, and Network Load Balancers on Windows Server and Linux platforms. Led five complex installations, significantly expanding clients' customer service capabilities across email, chat, and SMS, while enhancing communication security and efficiency.● Integrated Avaya Communication Manager with Sentry E911, streamlining emergency response and ensuring safety compliance.● Leveraged ChatGPT to create Sigma scripts to adjust SIP headers in the Avaya SBC.● Developed and executed Methods of Procedures (MOPs) for critical Avaya system upgrades, supporting high-availability environments and 5,000+ users. Overcame complex challenges for seamless implementations, leveraging Microsoft Hyper-V and VMware to deploy robust and high availability telecom solutions.● Aided customers in maintaining and troubleshooting the Avaya CMS reporting platform, ensuring accurate and reliable reporting capabilities.● Successfully facilitated a customer's migration from Cisco to Avaya by integrating Avaya Session Manager and Avaya CM into an existing Cisco dial plan. Achieved seamless inter-site dialing, significantly enhancing user experience during the transition.● Collaborated with customers to troubleshoot and resolve network issues affecting VoIP call quality and system reliability, utilizing tools like Wireshark and QoS configurations to ensure optimal communication performance.

Deerfield, Il, Us

● Lead site survey, programming of call flows, and deployment of AvayaCommunication Manager, Session Manager, System Manager, Avaya Session bordercontroller for enterprise, G450 and G430 media gateways for a major client.● Scripted the creation of over 2000 Avaya IX Messaging Voice Menus using theAutoIT scripting language saving the deployment team over 100 hours.● Designed and implemented a C# Application that looks at a MySQL database togenerate windows dial up connections to customer’s phone systems which improvedsupport ticket response times.● Assisted customers with troubleshooting of VoIP, SIP, PRI, and Analog Trunkingissues.● Provided IMACs for a variety of Avaya products, including Application EnablementServer, CMS, Communication Manager, System Manager, Avaya Aura Messaging,CMM, Definity, and Audix.● Assisted in designing call flows and test plans for contact centers, including Vectors,VDNs, Announcements, agents and reporting.● Provided 24/7 alarming and technical support for customers High Availabilityenvironments.● Created a plan, scheduled, and performed system updates, patches, and upgradesduring after-hours maintenance windows approved by the customer.

● Maintained and upgraded an Interactive Intelligence phone system used for inbound ACD calls as well as Interaction Dialer.● Created IVRs for various clients using I3 Handlers, I3 Attendant, as well as leveraging IfByPhone’s CaaS Survo platform. ● Developed various handlers to improve customer experience, as well as agent experience.● Designed and implemented a Microsoft Hyper-V environment including virtualizing Active Directory, Exchange and Microsoft SQL Server. ● Developed a C# program that interfaces with the HR program, recognizes new users, and creates an Active Directory and Exchange Mailbox for the new user.

● Developed C# apps to automate permissions based on Active Directory Groups.● Monitored Symantec Antivirus on over 5000 computers.● Developed and maintained login scripts, including consolidating twenty scripts into three for easier management.● Setup a network security monitoring computer using Ubuntu Linux, Snort, and ACID.

Fairfield, California, Us

● Assisted students in learning computer software.● Monitored 40 computers in a lab environment.Certifications: ICVP (Interactive Intelligence Voice Over IP Professional)

B.S, Computer Systems Administration

A.S, Network Administration