Joel Mckowan Email & Phone Number

Downingtown, Pa, Us

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 in the Czech Republic.o Implemented IP Office in two UK locations.o Implemented and programmed internal dialing scheme change/PBX consolidation for three Switzerland locations.o Aided in Avaya telecommunications changes during US and EMEA split.• 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 satellite locations in the SD-WAN environment.• Conducted voice system and telecommunication services migration for five M&A sites to Avaya platform.• Managed voice telecommunication invoices with Telecom Expense management (TEM) to optimize costs and services.• Participating and acting as advising technical lead for the migration of legacy voice services (Avaya) to Microsoft Teams Voice (UCaaS) and Talkdesk (CCaaS).

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 and a range of projects. Proficiently managed portal documentation, overseeing toll-free management and maintaining/upgrading hardware/ software of Avaya G650 Port Network cabinet equipment.• 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•Familiar with Avaya-related products such as Call Management System (CMS), External Call History Interface (CMS ECHI), Aura Communications Manager, Avaya Control Manager (ACM), Aura Messaging, IQ, and One-X Agent/One-X Communicator•Basic knowledge of H.323 and SIP end-point registration/call flow•Contacted Hardware, Software, and Telecommunications vendors for systems/telecommunications escalations•Utilized CMS/ECHI and call accounting system to analyze and collect call data•Completed Avaya Aura Communications and Avaya Aura Messaging Administration training via Avaya University (AKA Avaya Learning)

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 contributed to the achievement of objectives. • 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