Supported Avaya enterprise-class telephony solutions 8.0, including SIP, H 323, PBX, and SBC’s. telephony infrastructure. Worked with global Voice team on providing level 3 escalation for troubleshooting high Severity incidents, and Support on-call rotations for operational duties that have not been addressed with automation.Provided technical leadership to a growing team focused on applying software engineering practices to operations at scale.Drove a continuous improvement mindset with the team, embracing a DevOps culture and constantly finding ways to make our systems more reliable.Wrote tools and leverage source solutions to automate tasks with emphasis on scalability and reliability.Attended vendor and company meetings and met deadlines.Setup weekly training sessions for Voice and Network engineers’ level 1 and 2.Wrote up S.O.P. for issues, remote support, attended cross function training with Data network.Cross Trained with Network, working tickets when needed.Worked with LEC” S and Vendors, ORACLE, Avaya to ensure trouble tickets were generated.Performed Daily Environmental Checks on Avaya, IVR, AEP MPP, IC Server Production Status, Call Back Assist, ANI Spoof numbers (Credit Card check), Call Back Assist, Supported CMS, Session Managers, Systems Managers, Avaya 8.0, Worked with Prognosis, Splunk, BRIX, Service Now, One Note, AEP, Putty, Verint, ESNA voice mail, ICM, CUIC, ROGGER, CYARA, WINSCP, One X Agent, Avaya Communicator, Summit MC, Summit WOC, Skype for business, Zoom, Teams, MS Power Point, Excel, Word, Netcool, AWARE CMDB, AWS, AZURE, CYARA Portal, CTI, Avaya Agent,

• Provide Avaya S8300 Telecom support for approx. 300+ users, including moves, adds, changes ect and everything related to admin and Contact Center and • Identification of existing analog and digital Ericsson/Avaya lines and converted over to the new Cisco Voice gateways Cisco 320 and Cisco 350.• Administration of user accounts in Avaya Site Administration and Avaya Aura Contact Center, as well as CMS.• Attended meetings and met deadlines on conversion over to new Cisco system from previous Avaya system, including troubleshooting and resolving related issues

• Call-Center environment support and Administration of over 800+ Agents, VDN, Vectors, Skills, and call flow routing.• CT Desktop application Call Center/HBA support.• RedSky E911 Anywhere services Design, Support and Maintenance.• Provided remote/on-site Level 3 Help desk support/administration of all Sites across the U.S as well as International sites in Mexico, Argentina, and the UK.• Trained and advised Level 1 and level 2 techs as needed.• Avaya S8800 SIP/VOIP and Digital support on CM 6.0.• Performed upgrades and maintenance on the switch and Media Gateways including Firmware upgrades. CMS Backups, rebooting Modular Messaging servers.• Perform 800 number call routing, performing changes to service tables, holiday tables, vectors and VDNs.• Work with Vendors/LEC on disconnecting lines, ordering new lines, ordering headsets, phones, new circuits, repair on existing circuits.• Providing daily monitoring/Support of Trunks, Media Gateways (G700, G450), circuits, Servers, ECAS, TCOM.• Experience and Knowledge in terminating, locating and identifying cables at IDFs and MDFs, cross-connect voice and data cables and installing telephone and fax lines.• Administration, documentation, maintenance and third level support of telephone PBX, Voicemail and Contact Center adjuncts.

• Support and Administration of all Avaya S8800 call-center sites across the U.S and Internationally located sites of Mexico and Argentina.• Avaya S8800 PBX administration, including programming of stations, agents, call flows, VDNs, Vectors, skills.• Generate Avaya reports using CMS on everything from Agents skills, to Trunking.• Experience and knowledge of various voicemail systems, Audix, Modular Messaging, Avaya Aura Messaging.• Knowledge and experience of the 9600 series, 9611g, 9641g.• Knowledge and experience with HP Peregine/Remedy applications.• Avaya Remote Support, • In-depth knowledge on usage of Microsoft Excel, Microsoft Visio, Microsoft Word, Outlook and PowerPoint.

• Design, provisioned, and licensing for Avaya VOIP Network, Meeting Exchange, Modular Messaging, Session Manager, CMS R17, ESS, SIP, Avaya Experience Portal, Intelligent Call Router and G400 series Gateways.• Provided Tier 3 Support for over 450 remote sites.• Experience and knowledge of various voicemail systems, Call pilot, Audix and Modular Messaging, Avaya Aura Messaging.• Experience and Knowledge of Avaya Communication Manager 6.0• Avaya CMS Maintenance, reporting, Administration of Call Center Elite. VDNs and Vectoring, IVR, Call Flow design.• Support and Experience with Avaya S8800 and DL360 Servers, SIP, Visio, Java. • Working with local LEC’s and other PTSN providers.• Performed changes to Avaya Call flows including programming VDNs, Vectors, and recording announcements.• Generate and provide up to date Avaya reports using CMS on everything from trunking to Agent Skills on a weekly basis.• Knowledge and experience performing and completing IVR code push procedures.• Skilled in Avaya PBX administration, including programming of stations, agents, call flows, VDNS, Vectors skills. etc.