Patrick Kelly Email & Phone Number

Arlington, Texas

Avaya and Cisco CUCM Collaboration SMEDaily activities include but are not limited to: daily trouble ticket assignment and resolution on voice/video issues for all 3 Arlington Campus Sites, Ft. Worth, Las Colinas, San Antonio and 14 loan origination branches. Maintain onsite and remote 2nd level support across multiple communication platforms Avaya Aura and Cisco CUCM. Non-daily activities include but are not limited to weekly staff, move and project meetings. Upgrades and patches on both Avaya/Cisco voice and video Integrations. Daily troubleshooting of various telecommunication hardware and software across the all GM Financial campus sites. Coordinate moves, additions and changes. Avaya Aura PBX, ACD, Voice Mail, CMS, CDR along with Cisco CUCM/UCCX Collaboration environments. Voice/Video routing, trunk setup and changes. Provide second level and escalation support for all GM Financial Campus centers. Troubleshoot and engineering design, vector/scripting. 24 hour On Call support as Avaya Aura EAS call center and Cisco CUCM collaboration SME. Rack and stack with circuit test and turn up with system program integrations. Cisco Web EX Administration, Cisco Jabber Administration.

 Manage all internal and external users in active directory, BkTrakker, exchange, and telephony along with building access. Support all users on desktop software: RSA, Microsoft Office Suite, Adobe Acrobat and Equity Edge. Perform all facility requests throughout the organization which includes moving physical workstations, organizing vendor’s deliveries, re-arranging modular furniture, and ordering toners, computers, phones, and software. Diagnose, troubleshoot, and repair workstations and printers.

 Supervise the operations of North Texas service issues and provide the most cost effective routes by determining the cause and course of action to correct the damaged or defective product. Develop daily schedules and routes through IQgistics. Monitor employees on various operations including: correction, delivery, and timeliness.

 Re-established connections to the Intranet/Internet. Monitor the network for improper connections. Update the network computers for critical Windows updates and McAfee antivirus.

 Developed custom computers to meet customer needs.  Trained weekly on upcoming technology. Sold within the top three employees each month.

Bba, Management

Associate, Computer Networking Systems

Graduated National Honor Society