K E V I N S H E PA R D

OBJECTIVE

I am currently seeking a position as a senior technical engineer, sales

engineer, or NOC support engineer for Avaya NES product line. I would like to work for a

company that will not only have me do what I do well, but constantly challenge and train

me to use the latest techniques and tools available. Currently I am looking for employment

in the Fort Bragg, NC area. I would consider relocating depending on the position offered.

E XPERIENCE

09/2010– Blackbox Federal Herndon, VA

Ft. Bragg Installation CS1000 10/2011 to Current

Currently working as the Avaya CS1000 product line support lead for Opt 81c JITC 5.0,

Signaling servers, Media gateways, IP trunk, Baystack data switches, ISDN service and IP

line VOIP installations up to Rel. 7.5. This includes all upgrades, new installations,

advanced patching, and major repairs. I am a self motivated individual with highly

developed skills in Unified Communication Technologies and the ability to lead large

enterprise VoIP networks designs and Installations. Currently hold a secret clearance and

have CompTIA security + certifications.

Technical Lead / Site Manager for Walter Reed national military medical center

Worked as the Avaya blue product line support lead for Opt 81c JITC 5.0, Signaling

servers, Media gateways, IP trunk and IP line VOIP installations, Integrated conference

bridge, Call pilot 4.0, AC/DC power plants. This includes all upgrades, new installations,

and MAC. I am currently responsible for all daily repairs and operation for the voice

network. I am a self motivated individual with highly developed skills in Unified

Communication Technologies and the ability to lead large enterprise VoIP networks

designs and Installations. I help develop, design and coordinate sales proposals and

respond to RFP's in the sales process. Advice and consultation to our sales and operations

teams, as well as, upper management and customer base. Produce integrated applications,

support documentation and accurate pricing quotations to support our sales personnel.

Currently hold a secret clearance.

09/2005– 9/2010 Verizon Select Services Ashburn, VA

Technical Specialist Installation and Maintenance

Lead tech for the large system installation team for the Avaya NES product line including

Opt 11 81c, Communication server 1000 Succession 4.5 to 6.0, Contact center 7.0, and 6.0,

Signaling servers, Media gateways, IP trunk and IP line VOIP installations, Integrated

conference bridge, Call pilot 2.2 to 5.0, Emerson candeo DC power plants. This includes

all upgrades, new installations, and major system moves. I am currently responsible for

primarily large customer installations (1000+ ports) and high profile repairs, but also do

small systems when needed. I am a self motivated individual with highly developed skills

in Unified Communication Technologies and the ability to lead large enterprise VoIP

networks designs and Installations. I help develop, design and coordinate sales proposals

and respond to RFP’s in the pre sales process. Advice and consultation to our sales and

operations teams, as well as, upper management and customer base. Produce integrated

applications, support documentation and accurate pricing quotations to support our sales

personnel.

11/2004– 9/2005 Infinity Consulting Solutions / TekSystems Chantilly, VA

Installation Technician (Contractor for Verizon Select Services)

Working on the installation team for the Avaya NES product line including Opt 11 81c,

Communication server 1000 Succession 3.0, Symposium 5.0, Call pilot 3.0 and Meridian

Mail. This includes all upgrades, new installations, and major system moves.

5/2004 – 11 2004 NextiraOne Sunrise, Florida

Technician 2

PBX Nortel Opt 11 81c, Succession 3.0, Symposium up to 4.0, Meridian Mail, MAT,

OTM, Norstar Key systems including BCM, Executone, and Call Pilot. Installations,

Troubleshooting, Fault Isolation, and Repair. Complete setup, Training, and maintenance

including database collection and programming from ground up to customer sign off.

E DUCATION

12/2011 Avaya – Fairfax, VA 3/2007 6/2003

AS 5300 Custom Global Knowledge –Richardson, TX Global Knowledge –

Contact Center Manager Server Morristown, NJ

Administration Bundle DOD

Advanced Scripting 6.0 CCMS PeriProducer 2.3 for

Systems

Programmers for MPS 100

6579A Avaya Aura® AS5300

and MPS 1000 Release 1.X

2/2007

Release 2.X Fundamentals

Global Knowledge –Morristown, NJ

6580A Avaya Aura® AS5300

Contact Center Manager Server 4/2000

Release 2.X Planning and

Basic call Scripting 6.0 CCMS Nortel Networks –Richardson,

Engineering

TX

6585A Avaya Aura® AS5300

2/2007 Symposium 1.5 Basic Call

Release 2.X Configuration,

Global Knowledge –Richardson, TX Scripting.

Administration and Maintenance

Contact Center Manager

6584A Avaya Aura® AS5300

Administration 6.0 CCMA 7/1999

Release 2.X RTS Unified

Nortel Networks –Richardson,

Communications Features and

TX

5/2006

Services

Nortel Symposium Call

Global Knowledge –La Palma

Center server Release 1.1

Call Pilot Administration 4.0.

4/2008

Client Administration and

Global Knowledge

Management.

4/2006

CS1000E Installation &

Global Knowledge –La Palma

Configuration Rls. 5.5

7/1998

Call Pilot Installation and

Nortel Networks –Richardson,

Maintenance 4.0.

3/2008

TX

Global Knowledge

Meridian Mail Installation and

9/2005

CS1000 Rls. 5.5 System

Maintenance

Nortel Networks –Richardson, TX

Administration & Management

IP Networking Communication Server

5/1998

1000 System Release 4.5

3/2007

Nortel Networks –Richardson,

Global Knowledge –Richardson,

TX

7/2003

TX

Meridian 1 options 21E 81C

Global Knowledge –Morristown, NJ

Contact Center Manager 6.0

Installation and Maintenance

PeriProducer 2.3 Extended Features

Installation & Maintenance CCMS

for VPS/is and MPS 100

5/1998

3/2007

Nortel Networks –Richardson,

Global Knowledge –Richardson,

TX

TX

X11 Database for Technicians

Contact Center Multimedia and

Communication Control Toolkit 6.0

Installation & Maintenance CCMM

Certifications:

CompTIA Security+ CE

NCSE - N O R T E L C E R T I F I E D S U P P O R T E X P E R T - CS 1000 Rls. 5.0

Installation & Troubleshooting

NCSE - NORTEL CERTIFIED SUPPORT EXPERT - CS 1000 RLS.

4.0

NCDE - NORTEL CERTIFIED DESIGN EXPERT - CS 1000 RLS.

4.0

NCTE - NORTEL CERTIFIED TECHNOLOGY EXPERT -

CONVERGED IP NETWORKS

NCSS - N O R T E L C E R T I F I E D S U P P O R T S P E C I A L I S T - CS 1000 Rls.

6.0 Database

NCTS - NORTEL CERTIFIED TECHNOLOGY SPECIALIST -

CONVERGED IP TELEPHONY SOLUTIONS

NCDS - NORTEL CERTIFIED DESIGN SPECIALIST - CS 1000

RLS. 4.0

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST - CS 1000

RLS. 5.0 DATABASE ADMINISTRATOR

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST - CS 1000

RLS. 5.0 INSTALLATION & COMMISSIONING

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST - CS 1000

RLS. 4.0 DATABASE ADMINISTRATOR

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST - CS1000

RLS. 4.0 INSTALLATION AND MAINTENANCE

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST -

CALLPILOT 4.0 - INSTALLATION AND MAINTENANCE

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST -

CONTACT CENTER MANAGER RLS. 6.0 - TECHNICAL

SUPPORT

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST -

CONTACT CENTER MANAGER RLS. 6.0 - INSTALLATION &

MAINTENANCE

NCSS - NORTEL CERTIFIED SUPPORT SPECIALIST -

CONTACT CENTER MULTIMEDIA RLS. 6.0

ADDITIONAL INFORMATION:

Excellent Health

Currently hold a secret clearance.

3 Children

Excellent skills: written, verbal, presentation

Highly proficient PC skills

Highly developed customer facing skills

Well organized, able to prioritize work and provide timely and accurate turnaround

Studying Computer Science at Ashworth College

P H O N E ( 5 4 0 ) 4 2 2 117 2 • E M A I L M E @ K E V I N S H E PA R D

4 3 9 W E S T WO O D S H O P P I N G C T R P M B # 3 5 2 • FAY E T T E V I L L E, N C 2 8 314

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