Michael Brown Email & Phone Number

Frisco, Tx, Us

Austin, Tx, Us

Tokyo, Jp

•Provide high and low-level architect, design and Tier 3 support of Avaya Communications Manager, Avaya CMS, Avaya IP Agent/One X detailed modules, such as: Avaya Interaction Center, Avaya Operation Analyst (operational reporting and feed to Cognos SLTR), Avaya Experience Portal (automated voice response and data acquisition), Avaya Modular Messaging (voice mail), CTI is provided by the Nuance platform, Verint WFM, InContact, Cacti Call Recording, Cisco ICM and SIP implementation and support for Independent Health Association of Buffalo, NY•Deploy, manage and maintain Avaya UC solutions containing SMGR, SM, CM, media servers, AAM, Breeze Presence, session border controller and endpoints for medium to large customers•Manage and maintain the datacenter infrastructure supporting the Avaya UC Release 7.1 portfolio including networking, virtualization, storage and security components•Perform discovery of customer telephony environments for configuration based on customer telephony requirements•Implement and program configurations based on customer telephony infrastructure discovery and requirements such as trunks, dial plans, SIP entities, ARS tables, routing polices, VDNs, vectors•Provided technology expertise around migrating from Avaya to Geneses Pure Connect or Pure Cloud for the contact center applications•Managed the upgraded of all Avaya software applications above to release 7.1

Palo Alto, Ca, Us

15000 Seat Avaya Contact Center Migration to Orange Business Service Cloud with a Genesys Contact Center platform.

Exeter, Rhode Island, Us

-Engaging with the front line sales team to support sales opportunities. Activities include opportunity qualification, client issue discovery, solution development, and architectural design. The SE-UC has access to Solution Architects and Design Engineer in all the practice areas (UC, Video, and Data). Throughout the sales cycle the SE-UC will; articulate and demonstrate solutions; influence customer's technical requirements; and position products relative to competition.-Work with Sales Team to uncover/identify/qualify customer needs/ objectives; Develop strategies and solutions that can be satisfied by Carousel Solutions portfolio -Lead technical sessions with clients to discover requirements and develop solutions; translate complex business requirements into solutions that address the identified business issues.-Conduct formal and informal presentations of solutions from a both a business benefit and technical perspective.-Develop or assist in development of Designs, Proposals, BOMs, Solution Design Document s, Visio diagrams, and SOW. The SE-UC is responsible for overall solution integrity-Develop solution documentation for hand-off to Carousel implementation teams.-Be a team player and eager to learn the solutions/ technologies from other team members through informal, formal and self-paced training.-Perform on-site and remote product demonstrations / deliver product updates/roadmap presentations-Maintain an in-depth level of technical and industry knowledge through ongoing training, seminars and certifications. -Providing complex voice and data system solutions to enterprise clients.-Demonstrated self-starter, with the ability to work independently and within a collaborative, virtual team environment. -Strong creativity, problem solving and technical skills and continual learning.-Good organizational and time management skills with strong attention to detail.

Houston, Texas, Us

-Provide VoIP direction to external customers and internal project teams -Responsible for VoIP technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs -Create and maintain effective customer relationships so as to insure customer satisfaction-Maintain knowledge of leading edge technologies and industry/market domain -Actively contribute to HP’s VoIP solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from Proctor and Gamble MS Lync, MS Office communicator, PBX, centralized modular messaging voice mail and Avaya Session Manager projects-Shape technical direction and technical strategies within the organization -Accountable for consistent and significant chargeability levels and for assisting in meeting or exceeding revenue -Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing VoIP technical support for proposal development-Applies advanced subject matter knowledge to complex business issues and is regarded by others withinHP as a subject matter expert-Regularly exercises significant independent judgment within broadly defined policies and practices to determine best methods for accomplishing work and achieving objectives -Leads 5 Avaya engineers within area of expertise-Leads and/or provides expertise to functional VoIP project teams and may participate in cross functional initiatives-Provides mentoring and guidance to employees at lower job levels-Frequently represents the organization to external customers/clients

London, Gb

-Provided detail VoIP knowledge and experience of the Avaya S8800 IP PBX, ACM6.0/MMS5.3 through all phases of lifecycle: design, configuration, implementation, operations -Reviewed customer selected Avaya kit, design, configuration, Bill of Materials and pricing-Developed high and low level designs and managed these through to customer deployment -Managed vendor site surveys and identify ancillary kit/devices impacted by IVR, UPS, VM, cabling and cooling -Developed and execute site specific test plan as well as capacity management plans-Developed, review and approve site specific transition plans-Provided High Level Detail/Low Level Detail for site upgrades working with vendors-Ensured compliance with international regulatory guidelines-Managed standard PBX feature sets IPT architecture and issues: Packetization, VAD, SS/MGWs, Jitter, Latency, COS, Security, Firewalls, Session border Controllers, SIP, H.323, TDM Trunking (E1/T1/J1, BRI, PRI, Ground-Start, Wink-Start, Loop-Start, etc), Hunt Groups, Codecs, Signaling Protocols (QSIG/Q.931, R1/R2 CAS, FXO/S, NI2, TR41459, HKTA2015)-Managed Computer/Telephony Integration (CTI), Cisco Unity Voicemail, Network Management SNMP -Managed a 7 global engineers supporting Proctor and Gamble’s local and international branches-Maintained accuracy and quality when being asked to deliver under pressure-Prioritized and apply time management principles to voice implementation projects-Influenced and support business cases for major bids-Maintained productive working relationships with other BT departments -Identified opportunities for business growth and initiate and drive improvements including re-usable components-Managed Telecom Providers

-Documented and designed VoIP systems architecture nationwide-Redesigned contact center telephony infrastructure to a worldwide VoIP architecture-Managed 4 engineers through the planning and implementation of switch unification for nationwide Avaya voice and TDM call center operations-Managed and supported a high quality and reliable technology infrastructure to a multi- platform, multi-site, engineering and technical support driven environment-Managed and planned Avaya communications systems to deliver both standard telephony and call center features, specifically to media servers and gateway technology as well as legacy TDM systems-Managed and supported multi-language call centers, Avaya CMS, ASA, AES, Verint Call recording, Symon wallboards, Definity switch platforms from IP Office, through Prologix, Si, G3r and Communications Manager, Avaya One-X. Modular Messaging, Definity and Intuity voicemail platforms , Call Manager administration in a TDM and IP environment, skill based routing, call vectoring, announcement management, ISDN trunking, Voice over IP, digital and IP handset management, IP Softphone, IP Agent, AAR and ARS routing, private voice networking and dial plans

Eagan, Mn, Us

-Provided guidance and communication, designate work priorities, manage cost control, offer creative solutions while planning and overseeing the installation of networking, voice and data projects -Reviewed requirements and quotes to redesign the contact center architecture worldwide to support Nike, Dish Network, Sirius Radio and Redbox. -Performed audits, documented best practices and conducted performance analysis -Designed and support global Avaya VoIP, Cisco ICM call routing, CMS, eCAS, Verint -Optimize infrastructure and its associated software, including IP- PBXs, call management systems, voice mail, computer telephony integration and interactive voice response -Acted as the senior problem solving support for all deployed telecommunications systems -Maintained, troubleshooting, and repair legacy telephony equipment. Where necessary, plan for phasing out of legacy telecom systems and other switch-based technologies -Maintained SLAs for all organizational IP telephony applications and provide escalation support for Legacy TDM-based ACD/PBX solutions

-Provided engineering and support for Avaya, Genesys, Cisco ICM global voice routing -Supported service providers and vendors to ensure most cost efficient deliverables-Provided corporate voice strategy on global standards, policies, procedures and processes -Identified new technology and streamlined processes to continuously improve the infrastructure-Communicated performance of PBX, voicemail, call recording, audio and video conferencing environments-Reviewed vendor products, services and develop recommendations

Provided Avaya traffic analysis to include: trunk groups, automatic route selections, vectoring, call flows- Maintained a comprehensive knowledge of the (current and future) policies, processes, system applications and products

Purchase, New York, Us

-Provided Avaya Tier III support for all divisions -Conversion of domestic local and long distance voice services-Responsible for design, architecture, testing, procurement and implementation of PepsiCo's voice -Technology to include: Avaya, Nortel and Mitel PBX, Voice Mail systems, VOIP networking, Avaya Conversant and Edify IVR, Cisco ICM call routing, paging, local and long distance services, NICE and Genesys call recording, wiring plans-Developed plans according to design standards and telecommunication reviews for PBX, CTI and Voice mail-Reviewed invoices for project implementation accuracy and resolve issues with customers and vendors-Managed telephony service providers to ensure on-time delivery and least cost of services provided

Basking Ridge, Nj, Us

Evaluated network performance and resolved problems with Avaya 5ESS and Nortel DMS 100/200- Provided design, testing, provisioning, call vectoring for Avaya and Nortel Class 5 switches, Cisco ICM call routing, VOIP and Avaya Definity ACD- Provided 24-hour on-line technical support to ensure GTE's network quality

Houston, Texas, Us

-Avaya Tier III support for global voicemail messaging for (Bank of America, Blockbuster, Texas Instruments, Silicon Graphics)-In-depth project management and engineering of Avaya and Nortel PBX's, Octel, Audix, VMX, Nortel voicemail servers and Avaya Conversant, Edify IVR, VOIP, CTI, equipment refreshes, Y2K, migrations and office site moves/relocations-Provided planning, testing, 3rd party software integration with CTI, CTI and PBX maintenance software applications, vendor management, scheduling, providing status reports, close customer interaction, resource management, and procurement for systems installations-Maintained and programmed global voice messaging for 119 voice mail servers and switches

Bachelor'S Of Technical Managment, Telecommunications Engineering

Associates Of Occupational Studies Degree, Electronic Engineering Technology

Advanced Diploma, General Studies