Looking for Work

• Maintain and administer a high reliability Avaya Aura, AES server, CMS, and Modular Messaging in a Call Center environment supporting multiple sites and clients with approximately 12,000 users including but not limited to hardware and software troubleshooting, firmware and software updates and upgrades, and back-up management• Utilized Prognosis and worked closely with team members for troubleshooting issues and outside vendors as needed to overcome problems or issues outside of team expertise and knowledge• Interact with multiple vendors and internal and external clients to ensure quality and Service Level Agreements within the various System Business Units• Implemented onboarding of new clients and existing clients into new sites including working with third parties on client requests or special needs • Adhere to IT security policies, procedures, and practices by updating site documentation, following change control policies, and creating root cause analysis reports

• Utilized Tigerpaw ticketing management system to provide remote support for Avaya solutions for multiple sites and systems• Troubleshoot Avaya alarms and end user issues by utilizing system tools and investigating logs to reach resolution

• Maintain and administer a high reliability S8700 server, AES server, CMS, and Intuity in a Call Center environment supporting multiple clients and 700 – 1,100 users including but not limited to hardware and software troubleshooting, firmware and software updates and upgrades, and back-up management• Work closely with outside vendors and team members as needed to overcome problems or issues outside our expertise and knowledge• Interact with multiple vendors and internal clients to ensure quality and Service Level Agreements within the various System Business Units• Adhere to IT security policies, procedures, and practices by updating site documentation, following change control policies, and creating root cause analysis reports

• Installed and maintained Avaya PBX and Voice-Over-IP communications servers• Proficient in Definity G3I and G3R systems, S8X00 series servers, CMS, Modular Messaging and Intuity Voicemail Systems• Lead tech in Dedicated Systems Install Crew responsible for site surveys, inventories, customer relations and all complex install and upgrade procedures• Managed aftermarket repair issues with a high knowledge of troubleshooting skills and practices

• Installed and maintained field communications for supported operations and deployments