Michael Repella Email & Phone Number

Washington Dc-Baltimore Area

Framingham Ma

Continued support of 24/7 mission critical call centers. International architecture design, deployment, and support.Multi-site private cloud deployment, and support (VMware, Cisco UCS, EMC VNX, Cisco network) Avaya Aura suite. SBC, SIP, CM, IVR, AES, CMS, Aura Messaging, Calabrio Call recording. Call flow design and CTI integration. AT&T 800# routing support.

Framingham Ma.

Responsible for providing daily administrative, installation and 7x24 operational support for Philips Lifeline’s mission critical multi-site Caresystem Monitoring Centers. The environment includes Avaya Aura PBX’s w/ IP gateways (G650, G430 & G350s), ACD Systems w/EAS integration, Voicemail, VOIP, TDM, H.323 & SIP trunks, Avaya Experience Portal (IVR) w/ POM, Avaya Contact recording, Verint & Calabrio call recording (screen capture and Speech Analytics deployments), Avaya CMS, Avaya AES w/ peripheral CTI applications, Avaya One-X suite, Symon Enterprise signage, Avaya Open CTI - SalesForce.Com integration, Avaya Contact Analyzer, Aruba Networks Solutions, iAssist Call Back Manager, Sonexis Conferencing, and related network services. • Lead telco projects through all phases. • Experience with On-Call rotation, five nines reliability.• Experience supporting 1500+ Employee Company.• International call center implementation and support (Japan\Singapore\Peru\Europe and Australia). • Support Production\Dev\QA & Training Environments. Including lab installations, testing and simulations.• Communication Manager Administration including vector call flows for call center strategies, and call routing support using ARS\AAR tables.• Ensure adequacy of telecommunications resources to support company requirements (e.g., station terminals, port, circuit assemblies, trunks, etc.). • Provide inventory management for telecommunications resources, which includes procuring, accessing, and receiving inventory. • Create detailed telco system topography’s, and documentation\training\coaching for end users regarding new products and processes. • Interface with vendors for design, installations, and troubleshooting.• Extensive experience interfacing with customers and employees with a focus on customer service via all channels of communication: face to face interactions, chat, phone conversations, and emails.Monitor and complete requests VMware ticketing system.

Framingham Ma

Maintained the day-to-day functionality of computer operations, responded to user queries, answered questions within established parameters, resolved hardware and software problems. Continuously observed the monitoring functionality of Lifeline’s multiple systems and aids in the determination of equipment or program failure.MAJOR RESPONSIBILITIES•Completed daily backups of computing systems.•Assembled and prepared for physical distribution of all daily, weekly and monthly computer production reports during assigned shift.•Performed continuous review and monitoring of the performance of Lifelines multiple systems.•Accurately prepared median requisite forms for off-site storage of computer tapes and related media. Administered tapes and media returned to company.•Performed preventive maintenance tasks as assigned. Recorded all problems or issues and forwarded them to supervisor and appropriate personnel.•Notifed appropriate personnel of system and application problems.•Identified User issues or concerns that affect the productivity or effectiveness of the Business Community and forwarded info to proper personel.•Responded to User queries, answered questions and resolved hardware and software problems in a multiple platform within defined parameters. •Refered User queries, answered questions and resolved hardware and software problems in a multiple platform outside defined parameters to higher level technical support personnel.

Millis Ma

• Performed minor and major repair required for multiple buildings (interior/exterior) and equipment.• Completed daily, weekly and monthly checklists on building equipment, maintenance procedures and maintained records of scheduled maintenance procedures.• Setup for large scale company outings, weddings, and other events specific to the customer’s requirements, which included floor plan layouts, including indoor and outdoor occasions.