• Support VoIP infrastructure and its associated software, including Microsoft Skype for Business, voice mail, call centers.• Assist Server Administrator in managing the organizations servers and Microsoft Exchange infrastructure. • Install, upgrade, manage, support, and troubleshoot Skype for Business, PBX Avaya system, and Telax contact center.• Install, upgrade, manage, support, and troubleshoot applications used to support Skype Unified Communications products including management applications.• Installs/moves/deletes/changes/troubleshoots end-user’s telephones and mailboxes for Avaya PBX and contact center according to agency/department guidelines.• Manages, acquires and deploys corporate smartphones, MiFi, and other telecommunication devices in accordance with the organizations policy.• Install, upgrade, manage, support, and troubleshoot third party gateways used for SIP and Megalink integration.• Integrate systems with Skype Unified Communication products including Avaya PBX (Blue), Telax, paging systems, Polycom audio and video conferencing systems and associated gateways.• Troubleshoot network issues impacting the operation and performance of telecommunication systems• Create and modify Telax Contact Center for multiple telephone systems • Integrate IP telephony systems with enterprise LANs and other Internet-based services and protocols.• Provide leadership for implementing new VoIP products or services, as well as defining technical resources required to manage them.• Collaborate with service desk to resolve trouble tickets and mitigate end-user issues with VoIP hardware and/or applications.• Monitor and identify capacity and performance issues for VoIP traffic to ensure continued, uninterrupted operation of telephony systems.• Manages mobile device systems such as Airwatch MDM and Blackberry MDM.• Assists management and committees in developing voice and office automation communications policy/guidelines.

Senior Communications Systems Analyst (2010 - Present)Provide telecommunication systems support for all Canadian locations to include:• Experience in deploying Lync client, including end user and common area devices• Familiarity with security, networking and high availability concepts.• Experience managing an application remotely using Windows Server.• Plan, design, deploy, configure, and administer a Microsoft Lync Server 2013 solution• Extensive experience in telecom analyst and technical support. Manage and administrate entire telecommunication infrastructure and its associated• First, second and third level technical support and troubleshooting in all telecommunications issues• Possess excellent problem solving skills• Analyze issues• Create project plans and work with groups of people and related business partners• Work under pressure and manage time in stressful environment (at times)• Solid Network and IP knowledge and understanding• Avaya Communication manager Release 5.2.1 knowledge and support• G450 / G450 Gateway systems support• Avaya Modular Messaging administration• Avaya One X Communicators and One-X Mobile administration• Bes Management• OCS support• Nuance support• AirWatch Management• Lync 2013 support

• Supports all aspects of the operation for telephone systems (desk phones, voice mail, Blackberries, cell phones) ranging from physical set up to database administration and inventory control• Manage the day-to-day operations support activities for the Aspect and Nortel Telephone Systems. Coordinated, scheduling, prioritizing and dispatching of services. • Administer add, move, and change requests from end users as well as new line installations as required.• Auditing all phone billing including cellular for potential cost savings.• Conduct testing and development of disaster recovery plans to detect faults, minimize malfunctions, and backup systems.• Proactively engage call center supervisors with functionality enhancements, or needs based solutions.• Participate in individual or team projects to enhance the quality and efficiency of support.• Coordinated the implementation of new and/or enhanced telephone related services and programs. • Reviewed all completed work orders and trouble tickets for completeness and accuracy. Submitted orders for billing; identified incorrect charges, and arranged for credit as appropriate. • Performed miscellaneous job-related duties as assigned with the ability to always be able to adjust delivery• Logs client’s inquiries, reports problems, provides answers and gives technical advice regarding voice telecommunication issues• Calculates and distributes monthly charge-backs to business units• Liaises with vendors to provide support and purchase services/equipment• Prepares and recommends cost/benefit analysis of equipment and services• Prepares activity reports• Maintains records of telephone line and equipment inventories• Reviews requests for telephone services with clients• Coordinates with contractors as required

Supervised the day-to-day operations of the Help Desk. Identified, researched, and resolved complex technical problems. Prioritized all logged Trouble Tickets and ensured proper escalation procedures were followed. Documented, tracked and monitored problems to ensure resolution in a timely manner. Provided Level 2 and 3 supports.

The Help Desk Analyst provided 1st and 2nd level computer system support for all End-users in Toronto and branches including some NBC and NATCAN users.