Maintenance Customer Service

IT VOIP Telephony Specialist

Dan S. Justis

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

Cayce, SC 29033

Email: **********@*****.***

SUMMARY OF QUALIFICATIONS

Proficiency in Nortel Succession, proprietary OS - Avaya Aura and Definity Gr3, Nortel

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Meridian, and Nortel Norstar.

Proficient in Practical utilization (Configuration, Maintenance, Administration, Integration,

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Testing, Troubleshooting, Implementation, etc.) of the Telephony/Voice Technology

Infrastructure, which includes but is not limited to: Telephony/Voice Infrastructure Hardware &

Software Components, various Network & Telephony/Voice Protocols and various

Telephony/Voice ACD/PBX Platforms (Aspect, Avaya, Cisco, Nortel, etc.).

Proficient in Practical utilization of various Voice/Network Tools associated with the following

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functions: infrastructure monitoring, optimization, troubleshooting, testing and routing analysis,

etc.

Proficient in Systems / Components knowledge within the Telephony / Voice infrastructure (ex.

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ACDs, IVRs, Peripheral Gateways, Voice Mail, Servers, etc.).

Proficient in EIGRP, OSPF, RIP, BGP routing protocols, which include but are not limited to:

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Cisco layer 2 and layer 3 devices.

. Proficient in Hardware & Software skills necessary to support layers 2 & 3 networking.

Proficient in Practical utilization of various document and implementation tools, which

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includes but is not limited to: MS Office Products (Word, Excel, PowerPoint, Visio) and various

other internal engagement and resolution applications.

PROFESSIONAL ACCOMPLISHMENTS

Aryzta Foods, West Columbia, SC 10/2012 – Present

Telecommunications Support

• Telecommunications Associate supporting multiple PBX/Voice Mail systems; Altigen, Avaya G3r

Definity, Avaya ACD/CMS, Cisco CUCM 8.0, Cisco Unity Connection 9.0. Tasked with daily

administration and maintenance support via Remedy ITSM for IT/Telephony requirements, applications,

and resolution with emphasis prevention and monitoring. Experienced working closely with large and small

LSP accounts, establishing SLA’s, managing billing accounts, and expediting repair issues. I’m experienced

configuring & managing L2/L3 networking devices, and H.225/H.245 signaling. I’m experienced managing

VOIP protocols H.323 and ISDN, SIP and SCCP trunks, G.711/G.729 codecs.

Henkels & McCoy, Asheville, NC 7/2012 – 10/2012

IT Telephony Support Specialist

• Part time contractor providing Cisco VOIP IT/Telephony upgrades for State Farm Insurance offices. I plan,

coordinate, and execute Layer 2 networking in a two phase operation. I’m experienced in project planning,

scheduling, and completion. Strengths in expert time management, customer service, and communication

with multiple project leads for SLA.

City of Chattanooga, Chattanooga, TN 4/2011 7/2012

Telecommunications Coordinator

• Primary Administrator for Avaya S8700, Avaya 770 Intuity Audix, Cisco CUCM, Cisco Unity Connection,

Nortel PBX, Nortel Call Pilot and Meridian Mail. Key contact individual for all telecommunications

operations, management, and fault resolution. I’m experienced in project planning, coordination, and

execution of essential telecommunication systems for multiple city agencies; working closely with multiple

vendors, LSC account managers, repair techs and transport techs. I’m experienced maintaining SLA,

managing vendors and contract personnel with urgent and planned maintenance resolution and 24/7

operations.

Datacom, Anchorage, AK 1/2010 4/2011

Telecommunications Specialist

• Assisted Chief Engineer in remote servicing of multiple Nortel PBX systems throughout Alaska. I gained

experience in remote desktop management via ProComm Plus for regular/urgent PBX challenges and PC

anywhere for TCP/IP, OSPF, BGP configuration, response, and resolution. Expert specialist with emphasis

with Nortel CS 1000, BCM 50, BCM 400, Option 11 81 PBX, and Norstar MICS 4.0 systems. I gained

experience in Call Pilot 2.1, 2.2 installation and upgrade procedures and operation. Meridian Mail, HMS

400 administration and maintenance. Experience Cat 5e, Cat 6, and Fiber cabling and terminations of both

on 110 and 66 blocks, patch panels, and workstation outlets with EIA/TIA standards.

Dex Knows, Denver, CO 5/2008 10/2008

Telecommunications Specialist

• On Station/Remote Nortel Servicing Dex office locations. Remedy Helpdesk operations. Nortel PBX

administration and maintenance on Option 81 PBX. I gained experience in local/ remote administration and

maintenance via ProComm Plus. Daily duties include PBX Mac requests, T1 response and resolution, Octel

voice mail MACs and service updates.

Aurora Loan Services, Lone Tree, CO 1/2008 2/2008

Telecommunications Specialist

• Experience in a call center environment supporting Cisco Unified Communications Manager 5.0, and

Cisco Unity. Nortel PBX administration/maintenance, Symposium administration, Meridian Mail

administration. Performs system administration and maintenance via ProComm Plus for all PBX Mac

requests. Telecommunications and TCP/IP routing management. Experience Cat 5 and Fiber cabling and

terminations of both 110 and 66 blocks, patch panels, and workstation outlets with EIA/TIA standards.

Southwest Datacom Corporation., Irvine, CA 10/2007 5/2008

Telecommunications Specialist

• Successfully provided supervised on call contract support on MAC requests for Wells Fargo Banks located

in the Denver Boulder Area. Performs system administration and maintenance via ProComm Plus for all

PBX Mac requests. Accomplished field specialist with emphasis on Nortel PBX & Norstar 4.0 MICS

administration and maintenance. Meridian Mail administration, Norstar VM administration/maintenance,

Active reserve status

Aurora Public Schools, Aurora, CO 6/2004 11/2007

Telecommunications Specialist

• Remote Desktop management utilizing ProComm Plus software for PBX Mac requests, PBX

installations/relocation for Aurora Public Schools Bond project. Accomplished Nortel field specialist w/

IDC, ACD, DSC, RDB configuration & routing. Meridian Mail & Call Pilot administration. Performs

backup procedures and system maintenance via ProComm Plus. ITG Trunk 2.0/ ISL, COT Loop & Ground

Start trunks, T 1 & ISDN provisioning, CSU/DSU testing & repair, Aruba wireless AP installation, Cisco

6509 switch/router management. Experience Cat 5 and Fiber cabling and terminations of Krone patch

panels, and workstation outlets with EIA/TIA standards.

City of Denver, Denver, CO 8/1998 5/2004

Telecommunications Specialist

• Experienced in project planning, execution, and 24/7 operations for multiple city agencies network and

telecommunications. Expertise with HEAT/Remedy help desk operations for desktop, networking, and

telecommunications. Daily duties include completion of MAC requests with Cisco VOIP, Nortel PBX &

Norstar 4.0 MICS, and Octel, Meridian voice mail. I have expertise in T 1 & ISDN provisioning, CSU/DSU

tests & repair utilizing T BERD 750. I gained experience in CUCM VOIP and TCP/IP layer 2/3

management and operation. I performed monthly backup procedures standard system administration and

maintenance via ProComm Plus and Switch View. Experienced with Cat 4, Cat5, Cat 5e, and Fiber cabling

and terminations of both 110 and 66 blocks, patch panels, and workstation outlets with EIA/TIA standards.

EDUCATION

Associate of Arts, General Sciences, City University, Bellevue, WA

Cisco Call Manager 5.0

Cisco Certifications, CCNA/Cisco IP Telephony/ICND Denver, CO

Nortel Certifications, Global Knowledge Richardson, TX

Option 11 81 administration/maintenance, PBX Large Systems, BARS/NARS,

DTI/PRI and ACD administration

MILITARY

US Navy, San Diego, CA 9/1984 9/1990

E 5 Sonar Electronic Technician

Honorable Discharge

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