Michael Morrison Email & Phone Number

Romulus, Michigan, United States

IT support of Voice as well as LAN/WAN infrastructure.

Detroit, Michigan

IT Telecom support of AVAYA, Cisco and Siemens systems.

Greater Detroit Area

• Worked as a Network Voice Analyst supporting several Archway call centers in the US and Canada. I’m currently working on an AVAYA S8800 ver 6.3 virtual redundant servers with multiple AVAYA G450 gateways. Utilized both an AVAYA CMS and Enghouse adjunct processor for ACD scheduled call routing to manage inbound toll free calling traffic, fax, Chat & email. • Combined and integrate several Archway locations across the US and Canada over to a single Archway dialplan with a hub and spoke architecture. The process entails porting over all DID’s over from various carriers to one common carrier as well as converting from legacy out dated voice servers and key systems such as Nortel and Cisco over to AVAYA. • Monitored circuits and manage trouble tickets with vendors when alerted to trouble by monitoring tools or client tickets opened with our helpdesk 24/7. • This position also involved troubleshooting network issues, managing network circuit upgrades and documenting network architecture while creating trouble shooting docs. • Updated switch firmware to resolve communication issues between switches. Programmed switches to allow end user devices to be able to reside on the appropriate VLAN. • Replaced EOL dumb switches to introduce switches with VLAN capability and POE to environments where VoIP phones were being deployed. • Pulled in new wiring drops, terminated/labeled and tested both ends to give my employer more versatility with user work stations in both office and warehouse environments. • Used Telco portal tools to investigate and monitor the company WAN environment as well as on network licensed tools to setup alerts to LAN issues with What’s Up Gold monitoring software. • Utilized the WLC to monitor and troubleshoot wireless issues between vendor devices and various end user devices. Also utilized the WLC to run rogue detection tests for PCI compliance.

Wilson, Nc

Worked in both the advanced telecom support team and the NOC at BB&T. The Tier III telecom support team was dedicated to troubleshooting all telecom issues for the bank as well as the insurance and law firm subsidiaries across the US. Worked on many conversion teams to migrate over to Cisco Unified Communication platform. I also spent several years in the NOC supporting the many networking circuits, servers & services using a variety of tools to monitor status of the production environment. Managed & escalated tickets with vendors and followed ITIL standards when creating documenting and reporting on all outages. Created documentation for problem management team.