*On Contract for Humana until December 24th, 2024• Daily monitoring of the Avaya Aura telephony environment using IR Prognosis VoIP monitoring tool.• Provide advanced level troubleshooting for single and multi-user Avaya related issues by using tools including Splunk, Oracle Communications Operations Monitor, Infoblox, and SolarWinds.• Perform MACD for Genesys Cloud users and objects and troubleshoot individual user incidents in Genesys Cloud.• Provide administrative support for daily operations of Genesys Cloud contact center agents and supervisors.• Provide call quality troubleshooting for Five9 contact center agents.• Collaborate with in house teams and external vendors to support and resolve issues around various 3rd party integrated technologies such as Verint Call Recording, ThinkRite IBM Unified Messaging, and OpenText Fax2Mail.• Assist with Telecom related enterprise changes and lead next day of business monitoring and support bridges for potentially impacted customers as needed.• Create and maintain operational support documents.

• Provide production support for a variety of Cisco VOIP devices such as desk phones, wireless phones, and conference phones.• Perform add, moves, and changes of Cisco Unified Communication Manager endpoints.• Configure and provide troubleshooting support of Ascom d62 Wireless Handsets for hospital staff.• Setup end user voicemails and holiday schedules using Cisco Unity Connection.• Configure cross connections for analog phones used in hospital patient rooms.• Configure and troubleshoot Cisco Jabber softphones.

• Led a large-scale project consisting of replacing over 4,000 Avaya IP phones and other telecom equipment at over a dozen remote locations. Was responsible for collaborating with onsite IT, working with outside vendors, and traveling to the remote locations to install new equipment, recycle end of life equipment and provide first day of business support.• Led and assisted in several projects that consisted of migrating locations from one PBX to another. The migrations were done to save money on licensing costs as well as providing a more stable telephony environment.• Led a project to implement a new and improved contact center wallboard solution at over 30 call centers. The project involved heavy collaboration with other internal teams, external vendors, and members of call center leadership. • Traveled with and assisted Senior Network Engineers with local and remote site builds for new offices. Was responsible for configuring and installing Avaya G450 media gateways, extending POTS lines, installing analog and SIP conference phones, setting up IP phones, and providing first day of business support.• Became the team's SME on NICE Uptivity Call Recording. Was responsible for maintenance and troubleshooting of Uptivity issues. • Worked with vendors on performing needed upgrades on core infrastructure telephony hardware.• Trained remote agents on using Avaya One X Agent during the COVID-19 pandemic via Zoom and Skype virtual meetings.• Created several documents that were used to train new hires, summer interns, and other team members during my time in this position.• Provided after-hour support for high-severity issues as part of an on-call rotation.• Performed reboots and troubleshot issues on Windows and Linux core infrastructure servers.• Worked with a team of 5 on a companywide project to upgrade firmware on over 15,000 Avaya 96XX series phones.• Advanced level of Avaya Communication Manager administration and troubleshooting.

*Began as a Contractor (Apex Systems) in May 2015. Was converted to a FTE in September 2015.• Performed add, change, and removing of phone extensions and agent ID’s for corporate and remote locations using Avaya Site Administration• Collaborated with team members to update and improve Telecom troubleshooting documentation of current and new issues• Provided onsite or remote support via phone, email, or MS Lync regarding telecom related issues for the St. Louis area offices and remote offices• Installed and updated telecom related hardware and software such as Avaya IP Phones, Plantronics wired and wireless headsets, and Polycom conference phones for corporate new hires and current employees• Collaborated with remote IT Liaisons to ensure the installation of telecom related hardware for new and current employees of remote locations• Resolved Telecom related incident and service request tickets using Service Now ticketing system

*Contractor for Monsanto Company (KellyMitchell Group, Inc)• Provided frontline support via phone and email for internal and external end users of Technology Pipeline Solutions and USIT applications• Logged incident tickets and work order tickets using Remedy ticketing system• Documented and updated troubleshooting procedures for new and existing issues

*Promoted from Enterprise Support II in March 2014• Main responsibility included coordinating with other in house departments on the store opening of new Famous Footwear and Naturalizer retail stores in the United States and Canada. • Communicated with several different in house teams, technology vendors and their field technicians via email and phone to ensure that new Famous Footwear and Naturalizer retail stores were outfitted with the correct technologies and that they were installed and working properly to ensure a smooth store opening.• Worked with different vendors and field technicians on getting remodeled Famous Footwear stores new POS Registers and Touch Screen Focal Walls installed. • Configured Cisco Routers and Switches, and imaged WYSE Thin Client PC's for new Famous Footwear and Naturalizer stores.• Mentored and helped develop Enterprise Support II members, while providing a deeper technical support for the Help Desk regarding retail and corporate tech issues.

*Began as a Contractor (Apex Systems) in May 2013. Was converted to a FTE in September 2013. Title changed from Enterprise Support I to Enterprise Support II. • Provided remote end user technical support for Famous Footwear and Naturalizer retail stores as well as Caleres, Inc. corporate employees. • Troubleshot issues remotely across a wide range of retail devices and technologies including: Honeywell Barcode Scanners, Protection 1/Orbit/Rilco Traffic Counters, NCR POS Registers, Avaya Phones and Phone Systems, Aruba Wireless Access Points, WYSE Thin Client PC's, Intermec CN3 Mobile Computers, Motorola Cordless Phones and more. • Provided remote end user technical support to Caleres, Inc. corporate employees. Troubleshot issues regarding MS Office Suite, Cisco VPN Client, VMware View Client, PC Hardware and Software Issues, Mobile Devices, such as iPhones, iPads, and Android and Apple smartphones. RSA Security Tokens and Remote Login issues and more.• Consistently exceeded all metrics and standards and often led my team in all metrics while providing great customer service• Often worked overtime with the Client and System Administration team on the Virtual Desktop Infrastructure Conversion project.