Avaya VOIP Call Center and Supported EquipmentAvaya Call Management System AdministrationAvaya Communication ManagerAvaya S8730 Severs and G650 Media GatewaysUpdate Firmware for Circuit PacksAvaya Application Enablement ServerAvaya Modular Messaging 3.1Wide Bank 28 DS3 MultiplexerRelated duties:Perform morning routine which includes checking status of Survivable Processor, Media Gateway, S8720 server, CMS server (main & ha), Avaya MMS -voicemail server, System alarms and Error.Update firmware on Circuit Packs. (Val -Announement , IP Media Processor, Control-Lan, and IPSI)Monthly reboot for the CMS server (main & ha) plus push and pull data on half hour missed during reboot.MAC work- install and remove desk phones, grant managers access to system, run cross-connects, troubleshoot phones and headsets.Basic Vector Scripting Check if backups were successful (PBX, MMS, CMS)Monthly backups for CMS server, PBX, and Announcer boards.Update Employee Directory in RMS for new hires in CGS web page.Audit PBX, MMS, and CMS for agents no longer employed. Reports bad T-1 circuits for repair. Open tickets with Avaya on system problems or hardware replacement.Train Work at Home employees on Avaya IP Agent and IP Soft phone.

Support Rockwell Spectrum ACD switch for call center.24 hours on call for Nashville and Birmingham call centers.Maintain local and remote systems and apply monthly patches for all servers.Adhere to corporate policies for Change, Trouble and Crisis Management.Performed related tasks: Installation and maintenance of multiple servers Nortel PBX and Key System support for Admin and retail locations.Maintain Voice Mail systems - Octel and Nortel Call Pilot.Maintain E-Talk desktop apps (Superview and Clientview).Supported all Call Center Systems on site and remotely as deemed necessary.

Maintaining spectrum switch, preventative maintenance and provisioning hardware.Spectrum Call Center Administrator with Commander - December 15, 2000- Understanding the ability to manage dynamic call flow and personnel relationships in relational real -time views.IQ/ueue System Administrator Workshop - December 13, 1991- Maintain and upgrade VRU'S,-troubleshoot internal components,-downloading of script changes.

Related duties:Provide remedial and preventative maintenance activities on assigned equipment for both hardware and software.Through positive communications actions, keep peers and management aware of critical site activities, changes in clients' contacts, and other pertinent information.Maintain site and client information in CQMS for assigned sites.Engineer and install expansions of Rockwell equipment.Plan and execute system removals.Assist other Field Service Representatives in the resolution of difficult technical issues.Kept current accurate site notes, process status reports, Preventative Maintenance Calendars, expense reports, patch logs, and other site records.Applied knowledge of:General call center operations.Rockwell products to help Client achieve their business objectives. This can be through providing direct advice and referral to appropriate parts of organization.Last Support Site with RockwellBlueCross and BlueShield - 2000-200324 hours on call for technical support.Upgrade to servers and clients.Necessary add-ons to spectrum systems and provisioning to circuit cards.Maintained system remotely and did necessary downloading of patches.