Joel Mckowan Email & Phone Number

Downingtown, PA, US

Lancaster, PA, US

• Supported voice operation transition and IT Service Desk from offshore to domestic after company split.
• Acted as primary advisor and troubleshooting support for Avaya telecommunications equipment in EMEA facilities, which includes:o Assisted and managed Avaya contact center equipment for customer ordering service group.
• Orchestrated efforts to replace majority of analog/digital endpoints to IP to reduce legacy footprint in all facilities, as well as preparing for future migration to cloud communication.
• Spearheaded Avaya Aura Communication platform upgrade with Avaya Professional Services from bare-metal systems to virtualized platform and migrated software from 6.3 to 8.1.
• Overhauled decentralized voice PRI PSTN infrastructure for centralized SIP and collaborated with Network Services team to replace MPLS circuits with Dedicated Internet Access (DIA) for internal VoIP delivery to.
• Conducted voice system and telecommunication services migration for five M&A sites to Avaya platform.

US

• Played an integral role in the management of 2000+ seat call centers. Applied technical and management skills to ensure optimal system efficiency, planning, organizing and conducting Add/Move/Change, daily monitoring.
• Successfully completed Avaya Aura Messaging upgrade from Audix Messaging, including collaborating with Avaya specialists and third party vendor to ensure all system requirements were met.
• Created comprehensive call- low documentation, SOPs, toll-free inventory and critical telecommunications information within a central repository.
• Provided first-level troubleshooting, wiring, and device management support to remote technical personnel across multiple locations.
• Liaised with Hardware, Software and Telecommunications vendors on escalated issues pertaining to systems and telecommunications.telecommunications information via a central repository
• Maintained contact with remote technical personnel in the call centers for assistance with first-level troubleshooting, wiring, and device management

US

• Provides exemplary levels of support to all IT-related activities and initiatives, including guidance, assistance, coordination and follow-up on IT problems. Successfully implemented small to medium-sized projects and.
• Efficiently responded to and resolved software, hardware and system issues
• Managed corporate mobile devices including, configuration, diagnostics and troubleshooting, together with maintaining corporate accounts.
• Worked collaboratively on Active Directory administration.
• Contributed to successful planning and management of small projects and provided recommendations and solutions to end-users during high volume activities.
• Served as liaison, communicating with IT groups on escalated issues, gathering information and ensure timely resolution.

Bachelor’S Degree, Information Technology - Network Administration

Certificate Of Completion - Cisco Network Academy, Information Technology/Cisco Network Academy