Facility updated telephony system from Nortel option 81c to Avaya telephony system. 3000+ phone update included: VoIP phones, call center routing using Avaya CMS for reporting, Avaya Contact Recorder, Avaya Quality Monitor. Vector routing using Agent ID, Skill, etc for 15+ clinics within environment. Recorded announcements for system.

Conversion of 3,000 (+) phones from Nortel PBX to Avaya phone system - model 96xx series phones. Developed strategies, worked closely with business units / owners. Design, program, place clinic and dept. phones. Responsible for inventory and removal of old phone system. Planned and directed contractors in the construction of many communication rooms in aging Intermountain Healthcare buildings, including cable infrastructure for a four story facility. Deployed over 100 VOIP phones to replace aging phone system, project included: directed and programmed overhead paging solution, call routing, and a telephony back-up solution. Directed cable contractors with implementation of new cable infrastructure using company cable standards.

Maintains all aspects of a Avaya Telecommunications systems and peripheral equipment including but not limited to moves, adds, and changes, Vectoring & call routing etc. to the telephone environment on and off campus.Programs and maintains call center routing through Avaya CMS, Avaya Contact Recorder, Avaya Quality Monitor.Works closely with outside vendors and contractors to implement Intermountain Healthcare's cabling needs both within the scope of Telecommunications and Information Systems. Enterprise cable standards committee member within Intermountain Health Care.Provides data to clinic managers to improve customer service within the call center environment including agent performance reports, peak call volumes, and abandoned call statistics. Served as Lead tech on telecommunications team, Project Manager for cable infrastructure - works closely with contractors to design the infrastructure and to maintain proper installation. Programming and maintenance experience on Seimens/Rolm 9751 Switch / Nortel Option 81c & Avaya Telephony systems. High level of interpersonal relation skills - received multiple McKay Dee "Service of Excellence" awards.Voice recording of all McKay Dee and many Intermountain Healthcare facilities call tree scripts. Known as the "Voice of McKay Dee".

Photographer of students ranging from elementary to college level schools.Processed film and packaged photos for delivery. Maintained and repaired equipment as needed.