Stephen Vieau Email & Phone Number

Puyallup, Wa, Us

Seatac, Washington, United States

Performed Moves, Adds, and Changes for multiple critical Air traffic control sites and FAA regional offices in the northwest mountain region and the California LAX complex. Maintenance of routes, DID’s, Vectors, and Avaya G4X0 switches for the FAA telephone system.Installation, upgrade, maintenance of key telephony systems, switch gear, phones, and e911 systems.Integration of DTEN and Poly Studio X50 and X70 solutions for Zoomgov video conference systems and TEAMS integration. Onsite support for Air Traffic Control site telco gear, as well as Government Call recorder device integration requests. Created voice telephony inbound phone routing and vectors for key government 1800 number informational and critical aircraft accident reporting lines.

San Antonio, Texas Area

Provide support for SIP / VOIP infrastructure while maintaining legacy TDM environmentsManage ARS and AAR patterns for outbound callsLinux administration of Avaya systems, such as CMS, Avaya Proactive contact 5.x, and session managerSystems integration on Avaya GearDesign and Implementation of new systems and equipmentPerform Capacity PlanningTroubleshoot and design ISDN, H323 and SIP connectivityEnsure functionality of all aspects of the Telephony infrastructureIn-depth knowledge of IP Routing, Quality of Service technologies with demonstrated implementation in a large enterprise organizationExperience with Avaya G430, G450, and G650 gatewaysExperience with resilient architecture, design, operations support & troubleshooting VoIP-related, digital, and PSTN technologiesExperience with Unix/Linux/CentOSAudiocodes Mediant 5kAvaya Session Manager and System Manager

San Antonio, Texas Area

Tempe Az

Provide support and scripted solutions to highly customized RHEL scripted dialing environment Migrated telecom scripts and applications to supported standards. Documented changes and created process documents for scripting involved in multiple site servers and data pulls. Diagnosed large call center stress issues with WAN connectivity with network operations for QOS and codec changes. Supported call center and business with contact center issues 24x7 availability.

Managed upgrades of RHEL, HP-UX, and Solaris servers to SFTP and Web services. Worked with network security firewall team to devise a more secure method of NFS mounting a telecom web server over the WAN.Assisted in supporting RHEL, Solaris, HP-UX, and windows telecom servers in a heavily secured environment.Worked with vendors to troubleshoot network and telephony issues and patch/upgrade existing infrastructure. Worked with various datacenter and network teams remotely to support upgrades, moves, adds, and changes to data center servers and telecom equipment.

Created new BASH processes and scripts for customer list processing with AS400 and client / server applicationsBeta tested Proactive Contact versions 4.1.2, 4.2, and 5.0 with Avaya Development.Awarded “Call Center Idol” for assisting other call centers with issues by the Avaya PDS user's group. Updated trunk groups, Vectors, VDN’s, Hunt Groups, extensions and administration of the Avaya Communication Manager. Created tablet PC’s architecture for supervisors with Avaya dialer integrationEngineered both agent blending and intelligent call blending environments. Experience with networking VLANs, data and telephony cabling, firewalls, and adding new IP hosts including SIP phones. Supported telephony and data Demarc, CSU/DSU, and Metro Ethernet relay between multiple sites.

Installed, configured, and tested the Avaya Servers and network solutions to contact centers globally.Expert in integrating servers in a datacenter environment with networks, PBX , Telephony CTI, and customer firewall and router infrastructure. Worked with customers virtually via web meeting and in personal contact to provide customer excellence and service.Managed support issues, and created solutions docs and how-to’s as well as tested releases for support.Excelled in working under pressure in a compressed schedule to integrate the product on time and with multi-site deployments.Installed, configured, and beta tested the Avaya Linux telecom servers and network architecture.Provided onsite training for the customer’s IT Voice and Data professionals.Installed, configured, and beta tested the Avaya PC4 Proactive Contact 4 dialer product.Provided Call Center management Training to Onsite CSM for the Avaya PDS 12, PC3 and PC4 Products.Expert in Call center management with the Avaya PDS/PC3/PC4 production environment.

Tested and built executable programs in oracle power builder. QA test of weigh systems software and hardware. Design patch releases and testing with systems software

worked with Recycle teams and box plant teams on software for the business

Certification, Avaya Dialer Command Line Coursework And Avaya Telecom Classwork

Activities and Societies: Completed Avaya coursework on proactive contact. Proficiant in training operations for new call center staff.

Diploma