Terri Bradshaw Email and Phone Number

Telecommunications Engineer• Provided PBX and contact center support. Some of my responsibilities include daily moves, adds and changes completed within the service level agreement. Completing regular maintenance routines, troubleshooting, problem resolution, VDN and vector creation, trunks, routing managing toll free numbers and 24/7 on call rotation.o Avaya Communication Managero Avaya Session Managero Avaya Site Administratoro Avaya S8300 Media Servero G450 Gatewayso Avaya Call Management System Supervisoro NetLert/Nfocuso Avaya Voice Messagingo Avaya One-X Agent o Mutare EVM giSTTo Verizon Enterprise Centero VeraSMART/Calero Call Accounting Software

• Delivered Instructor led technical training o Avaya Aura Contact Center Administration (SIP/AML) & Report Creation Wizardo Avaya Contact Center Orchestration Designer Scripting SIP/AMLo Avaya CallPilot System Administration and Applications

Program Symposium/Contact Center 6.0, CallPilot & PBX entries for contact centers Manage internal toll free routing Program all incoming upfront menus/trees and partner with onsite techs for local supportPartner with customer to design and offer solutions/suggestions for customer contact centersBuild ACDN's, CDN's, DNIS's for customer contact centers Train end users/trainers/managers on systems, reporting, general login/logout procedures Design and program contact centers from inception to go liveEvaluate existing toll free routing and implement changes that save our company moneyStreamline our existing toll free number routing which improve accuracy in reporting Establish and create detailed documentation for toll free numbersImprove customer confidence level by establishing relationships with customers Partner with project managers to develop and deploy projects to ensure deadlines are met Maintain Service Level Agreement (SLA) goals as set by

I delivered training for SCCS/Contact Center 6.0 Administration and Management; Basic and Advanced Scripting; CallPilot Administration and Application Design; ACD A-C2 Software and Feature Administration.I consistently maintained a high CSAT rating in all courses I teach.I was the SME for CC6 Administration and Scripting.

I was a member of the Installation team and responsible for the collection of database, programming and end user training.I worked on-site as a contracted CSR for Nations Bank where I was responsible for coordinating moves, adds and changes for all Nortel systems owned by the bank.My major responsibility was working with call center clients within the bank.