BRETT AVERY

**** ******** **** ****

Lawrenceville, GA 30043

678-***-****

ace300@r.postjobfree.com

PROFESSIONAL SUMMARY

Motivated and personable professional with over 10 years of experience

providing voice, data, network and PC/laptop/desktop support. Talent for

being able to quickly learn various technologies. Diplomatic and tactful

with professionals and clients at all levels.

SKILLS SUMMARY

. Microsoft Dynamics: CRM 2011 Customization and configuration certified

(Certificate# 8941348).

. Microsoft Products: Windows95/98/NT/XP/2000/Vista/7 Operating Systems,

Microsoft Exchange, Microsoft Office Suite.

. Avaya Products: SL1, Meridian 1 Option 61C, Aura, System75, Sytem85,

Definity G3x, 87XX, 8800, G450, G650, AES Servers, CMS3.1, CMS Supervisor

V14, Audix, Intuity, Modular Messaging, Meridian Mail, Octel Branch, IP

Agent, One-X, ASA, Call Pilot, OTM, Symposium.

. Cloud Products: Hosted PBX, Hosted Microsoft Exchange

PROFESSIONAL EXPERIENCE

Intermedia.net

Mountain View, CA

VOIP Technical Support Specialist (August 2013 - Present)

. Troubleshoot and resolve telecommunications-related problems, which

may include training and instructing customer on the use of various

services.

. Receive and Process Local Service Requests for Local Number

Portability. Activate, Disconnect and Modify third party access.

Process New. Change and Disconnect requests for Telephone Numbers,

CNAM and Directory Listings.

. Provide input and present information related to Cloud PBX services

and procedures and participate as a team member on the development of

Cloud PBX delivery solutions.

. Responsible for accepting all orders, verifying accuracy and

completeness, providing customer support as needed.

. Responsible for effectively communicating with Sales, other

Departments or the customer for required information and documentation

in order to proceed with the order.

. Ensure customer expectations are set accordingly throughout the order

lifecycle.

. Perform other job-related duties as assigned.

Emory University

Atlanta, GA

Coordinator III (July 2012 - November 2012)

. Administrator via Avaya ASA on an Avaya Aura PBX with G450s and G650s

performing adds, moves and changes of VDNs, announcements, stations,

holiday schedules, hunt groups and cover paths, agent ids.

. Administrator of Unified Messaging via the MS Lync Exchange Messaging

Console.

. Transferring Avaya vector documents into MS Visio diagrams.

. Creation, updating and working of work orders and incidents in MySoft

and ServiceNow ticketing systems to perform and handle trouble, add,

move, delete and change tickets

. Creation of vectors to handle call flows.

BRETT AVERY

1205 Fountain Cove Lane

Lawrenceville, GA 30043

678-***-****

ace300@r.postjobfree.com

Results Technologies

Kennesaw, GA

Senior Telecom Engineer (September 2008 - June 2011)

. Administrator on an Avaya S8700 & S8800, Aura PBX with G450s, G650s,

CMS3.1 and Modular Messaging voicemail.

. Administrator of Scripting tool and predictive dialer on Altitude

server, Contact Center Operations application, campaign set up, access

line creation, agent adds and deletes. Troubleshoot and maintain

Application and outbound dialers.

. Supporting 12 call centers in the US, Dominican Republic and Manila

with over 5,000 agents.

. Configuration of trunk groups, hunt groups, coverage groups, coverage

paths, auto attendants, skills and VDNs.

. Vendor management of vendors BellSouth/AT&T, Avaya, Verizon, Paetec,

PNG, Nobel. Experience work with TeleX.

. Add, delete, change and troubleshooting of Vectors, extensions, Music

On hold, stations etc.

. Installation, support, backups and troubleshooting of Avaya CMS (Call

Management System) software.

. Run and maintain Avaya AES servers, Web license servers

. Maintaining various Telecom databases.

. Support, setup and programming of Avaya Flare video conferencing.

. Responsible for Data center wire management and add/remove and

changes.

. Train and supervise offshore Telecom Avaya team. Training includes

Avaya, Altitude app server, Altitude Call Classifiers, AES, and CMS,

Adtran Muxes.

Atlanta Housing Authority

Atlanta, GA

Senior Telecom Analyst (December 2007 - August 2008)

(Representing Vector Consulting)

. Administrator on an Avaya S8710PBX with CMS3.1 and Modular Messaging

voicemail utilizing Avaya Site Administrator.

. Supported 400 office personnel and a call center with 40 agents.

. Responsible for employee moves, adds, changes and delete in CMS, the

PBX and Modular Messaging voicemail systems.

. Vendor management of vendors BellSouth/AT&T, Avaya, VanRan and

Witness.

. Add, delete, change and troubleshooting of Vectors, VDNs, hunt groups,

cover paths.

. Installation, support and troubleshooting of Avaya CMS (Call

Management System) software.

. Troubleshooting, Punch down/terminating and testing of dial tone.

BRETT AVERY

1205 Fountain Cove Lane

Lawrenceville, GA 30043

678-***-****

ace300@r.postjobfree.com

BlueLinx Co

Atlanta, GA

Senior Technical Analyst (March 2005 - December 2007)

. Administrator on an Avaya Definity G3r PBX with Audix voicemail

utilizing Avaya Site Administrator

. Supported two call centers (Atlanta, Denver) with 800+ agents, 200+

office personnel and 65 remote sites with 3000+ users.

. Responsible for the installation of IP Agent software on remote agents

PCs.

. Remotely supporting over 3000 users and 15 IP Agents utilizing both

Hyena and Net Meeting.

. Responsible for employee adds, moves and changes in CMS, the PBX and

Audix systems.

. Vendor management of vendors, Sprint, BellSouth, Avaya, US LEC.

. Add, delete, change and troubleshooting of Vectors, VDNs, hunt groups,

cover paths.

. Installation, support and troubleshooting of CTI software (Intuition,

Soft phone Agent)

. Installation, support and troubleshooting of Avaya CMS (Call

Management System) software

DS WATERS

Atlanta, GA

IT Administrator (September 2002 - October 2004)

. Administrator on a Nortel Meridian 1 Option 61C PBX, Call Pilot, OTM,

Symposium and Meridian Mail Voicemail System, also responsible for all

adds, moves, changes with over 100 agents, 7 supervisors, 3 managers

and 1 call center director.

. Coordinated all vendor and contractor visits related to the facility.

. Maintained facility equipment (i.e. fax machines, printers, HVAC, UPS,

PBX, Servers, plumbing, lighting, electrical).

. Managed PC installation and all PC appropriate software.

. Coordinated the troubleshooting process for LAN/WAN issues.

. Responded to PC related problems pertaining to hardware and software

installations, software upgrades, software patches, virus software and

software removal.

. Resolved local and long distance T1 issues.

. Assisted with telephone LEC's/CLEC's and Long Distance Carriers to

resolve local and long distance carrier concerns (BellSouth, Sprint,

AT&T, US LEC, Verizon).

. Provided administration for Witness Systems Recording software as well

as troubleshooting and data management

AIRTRAN AIRWAYS

Atlanta, Georgia

Voice Consultant (August 2000 - July 2002)

(Representing Ajilon)

. Provided administration for an Intecom Series E PBX system.

. Managed adds, moves and changes, building hunt groups, ACDs, COS and

adding, removing call center agents.

. Administration of Centigram voicemail systems, AVAYA Partner/Lucent

Legend Key systems.

. Managed IVR and two call centers with over 300 agents.

. Worked with telephone LEC's/CLEC's and Long Distance Carriers to

resolve carrier problems.

. Responded to all outages on an around the clock 24/7 basis.

. Provided technical solutions for issues with DS0's, DS1's, ISDN

PRI/BRI Digital, T1s and T3s.

. Supported Sprints Route Allocation software.

BRETT AVERY

1205 Fountain Cove Lane

Lawrenceville, GA 30043

678-***-****

ace300@r.postjobfree.com

SPRINT IPDIAL

Atlanta, Georgia

Network Operations Center Specialist / Consultant (December 1999 - July

2000)

(Representing Apex)

. Performed reactive and proactive fault isolations on the corporate and

ISP TCP/IP and X.25 network.

. Provided 2nd level technical support of US Robotics/3Coms' Total

Control Chassis for IP Dial-Up services.

. Monitored Frame Relay circuits via HP OpenView, tracking all scheduled

and unscheduled maintenance as well as all other outages.

. Provided technical support and configuration of Cisco routers

(2505/2507), as well as 3COM/USRobotics Total Control Hub chassis with

quad modem cards and hyper chassis.

. Worked with telephone LEC's (Local Exchange Carriers) and Long

Distance Carriers to resolve carrier problems.

. Resolved issues pertaining to DS0's, DS1's and ISDN PRI/BRI Digital on

Nortel DMS100/500, SS7, Siemens EWSD and GTD5 and ATT5ESS.

Training

. Microsoft Office Suite Training

. Windows95/98/NT/XP/2000 Operating Systems

. Microsoft TCP/IP on WindowsNT4.0

. Supporting Microsoft Exchange

. ISO9000, Six Sigma, Malcolm Baldridge Training

. Building Effective Customer Relations

. VAX/VMS System Management

. VAX/VMS Utilities and Commands

. Meridian 1 Options 11-81C Familiarization x11

. Meridian Mail Overview

. Meridian 1 Options 11-81C Release 25 Familiarization

. Meridian 1 ACD Features

. Nortel Networks OTM (Optivity Telephony Manager) Release 1.2

. Database for Technicians X11 release 25.40/X21 Release 1.1

. Symposium Call Center Server Release 4.2

Certifications

MS Dynamics CRM 2011 - Customizations & Configurations (Certification #

8941348)

REFERENCES

Furnished upon request

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