Michael Smith Email & Phone Number

Looking for Work

Raleigh, NC

• 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.
• 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

Exeter, RI

• 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

Raleigh, NC

• 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.
• 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

Raleigh, NC

• 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