Robert Hay Email & Phone Number

Exeter, Rhode Island

Provide support to enterprise class customers with Avaya Aura solution environments. Resolve requests, incidents, and problems remotely for customers from various sizes and rolls in small maintenance environments to larger national and international managed services customers as part of a large team.- Analyze and resolve SIP trunks to Avaya telephony, third party, and Telecom carrier solutions.- Evaluated problems in Avaya Communication Manager, System/Session Manager, or telephony hardware to determine configuration and software resolved by latest patches.- Coordinate troubleshooting with field technicians to perform onsite tasks to resolve break/fix issues or change requests.- Provide on-call support outside of regular business hours to resolve severe business impacting or outage situations.- Advise customer IT staff when an issue outside of the scope of Telecom of impact to have problems resolved.

Rye, Ny

- In a team setting provided data, video, and voice services to New York corporate campuses and global markets depending on service agreements.- Work in a team setting to implement and support video conferencing infrastructure from a hosted model to a self-service model across global markets.- Managed 3000 phone endpoints and PSTN numbers with a team.- Implemented and maintained PBX peering, known as trunking, to lower costs of international and long distance calls across the enterprise.- Resolve incidents ranging from level one to level three within service agreements for phone, video conferencing, and vendor provided telecommunications.- Propose, execute changes, and provide follow up support to changes in telecommunications infrastructure.

Newburgh, Ny

- Provided deskside, phone, and email support to resolve solutions.- Worked with a team to test and deliver an internally developed database solution while entering past data.- Enforced HIPPA compliance through secure IT methods.

Delhi, Ny

- Monitored usage of computer, printer, and network resources in a student lab setting to ensure availability.- Closed lab at the end of the day and made it presentable for opening the following day.

Middletown, Ny

- Lead a team to implement a wireless network for students in the campus library.- Provided technical assistance to faculty and staff for general PC, printer, and other peripheral devices. - Installed, upgraded, and repaired desktop hardware and software for faculty and staff.- Resolved PC software, hardware, and network issues either at the desk or by phone for staff and faculty.

Bachelor'S Degree, Information Technology - Network Administration

Activities and Societies: Delhi Computer ClubGraduated with high honors. Delhi Computer Club President: Spring 2008 - Fall 2008 Delhi.

Associate'S Degree, Computer Information Systems

Activities and Societies: Orange County Community College Computer ClubOrange County Community College Computer President: Fall.

Education record