Roger Johns Email and Phone Number

Currently working for CBTS as an Avaya/Cisco Engineer in support of Mercy Health Hospitals systems. Responsibilities include: CCNA qualified, Cisco Unified CM, Cisco Unity ConnectionCoordinating, reviewing, and programming requests associated with Avaya ACD for call center environments. Developing and documenting ACD call flow specifications for projects.Coordinating, reviewing, and programming all moves, adds, and changes associated with Avaya, IVR, Call Recording, and Call Accounting Systems. Programming, reporting, and troubleshooting Avaya CMS platform.IP softphone and IP agent applications including programming and troubleshooting VOIP issues.Utilize administration software to document and track incidents, requests.Reviewing, ascertaining accuracy, and qualifying payment of invoices submitted by the interconnect companies for services rendered. Assists with end-user problem resolution and escalation to the appropriate support personnel.Maintain all appropriate documentation in support of the voice and data network.

Developed operational documentation on Network alerts for the troubleshooting steps required for the resolution of alarms. Provided technical assistance in the restoration of the Fidelity Global Network. Responsibilities included operational security support while monitoring and responding to critical alarms. Responsible for vendor management resulting in faster resolution of network alerts. Responsibilities included training and guidance in troubleshooting network alerts that enabled other team members to meet management expectations

Managed the Data Frame Relay POP's in Cincinnati, OH. & Indianapolis, IN. Responsibilities include prioritization and assignment of workload for the Central and North Central Regions. Performed related activities for the installation, configuration, testing, service and support of all broadband services at the Cincinnati and Indianapolis nodes for over 7 yrs. Direct customer interface and problem management in the installation and troubleshooting of Network equipment on customer sites

Responsibilities included the operation and maintenance of Nortel DMS 250S Tandem Switch. Operated and maintained Tellabs Titan 5500 3/1 DACS, CSU/DSUs, Multiplexers, Encryption Units, Cisco routers, Echo Cancellers, etc

Responsibilities included the installation, maintenance, testing, training of Telco technicians and assigned personnel on DSC DEX 400 Tandem Switch, ECS3 3/1 DACS, M4 & M120 Multiplexers, Echo Cancellers, ADPCM Bit Compression equipment, and CP2000 equipment for Fortune 500 companies.