Engineer Manager

JOEL ZARAGOZA

Garden Grove, CA *****

626-***-**** . ************@*****.***

www.linkedin.com/in/joelzaragoza

SUMMARY

Telecommunications Analyst/Engineer with solid hands on experience in PBX

administration, including VoIP, and desktop support in the IT

Infrastructure area. 12+ years Telecom experience. Expertise in diagnosing

problems and resolving issues meeting same-day and short-term project

deadlines. Recognized for providing outstanding on site user support.

Widely experienced in system implementation and configuration. Detail

oriented, and able to work independently in self-directed work environments

or collaboratively in teams. Multi-industry experience.

TECHNICAL SKILLS

Hardware: AVAYA G3r, G3si, Prologix, Merlin Magix, S8400, S8500, S8700,

S8710, CMS, AES, Intuity Audix,, NICE Recording System, eCAS,

AVYA CCE Configuration Server, BES Server, CISCO Call Manager

6, CISCO Unity,

Software: CMS, ASA, CCE, AVAYA IP Agent, CISCO IP Softphone, CISCO Agent

and Supervisor, and CISCO administration for call center.

Verint Impact 360 For quality monitoring /recording (web based)

PROFESSIONAL EXPERIENCE

211 LA COUNTY, San Gabriel, CA 2010 - Present

Largest Information and Referral service in the U.S

Telecom Analyst /Engineer

Responsible for the Telecommunications infrastructure, managing,

programming and implementing. Supported over 100 users under the AVAYA

platform

. Build scripts in the inContact system (Cloud) for a section of the call

center.

. Perform adds, moves and changes within sudden notice through the AVAYA

S8710 PBX

. Programmed all the routing (VDNs and Vectors) in the PBX for all toll

free numbers that point to the Call Center.

. Responsible for the programming and monitoring of the Verint Call

Recording System/QM, NICE Recording System and the AES Server

. In charge of all the Telecommunications billing

. Work with vendors including AT&T for cut-overs, advanced toll free

routing, billing and cost savings

. Order land lines (AT&T or Verizon) for Agents that work from home.

. Re-negotiated the AT&T contract for lower cost that service our PRI

Circuits, local and long distance

. Perform add and changes through the AVAYA Intuity Audix. ( Voice Mail )

. Administered the AVAYA Configuration Server for the Contact Center

Express application that the agents use to receive calls through IP Agent

Software in the computer.

. After hour support everyday including weekends and holidays for the call

center.

. When hired, I re-designed all the routing in the PBX that had too many

loose ends, breaks, disconnects so calls could flow correctly into the

Call Center.

. Work with the Network Engineer regarding network issues that involve

Telecom

HID GLOBAL, Irvine, CA 2007 - 2010

World Leader in access control and Secure Identity

Telecommunications Specialist / Desktop Support

As sole

Telecom Specialist, managed all telecom issues globally regarding PBX

programming, including adds, moves, changes under both the AVAYA and

CISCO platforms. Supported over 450+ users onsite and remote users in

other countries.

. Proactively ensured all new local pc and laptops were imaged, including

configured email (Lotus Notes), one week prior to a new user's arrival.

. Administered Active Directory, adding users and computers and resetting

passwords.

. Handled all blackberry and iPhone orders and configured them with minimal

downtime.

. Moved the Corporate and manufacturing building with 450+ users to two new

buildings within one weekend, with zero outstanding telecom issues.

. Executed a successful PBX implementation to Cisco VoIP Call Manager,

including researching options, making recommendations and then

collaborating with selected VAR, cutting costs by 40%.

. Accomplished 25% savings by evaluating options and selecting lower cost

local carrier vendors that included dial tone, DID's, local and long

distance services.

. Migrated all mobile accounts and cut costs 42% by switching to different

mobility carrier.

. Assisted the accounts payable department in telecom billing, eliminating

extra charges.

. Used the Track It ticketing system to enter all issues and completed

tickets.

. Following a reorganization, chosen to expand role to include desktop

support. Quickly learned pc imaging, builds, software apps and email

administration with minimal training, eliminating need for another

employee.

ST JOHN KNITS CORP, Irvine, CA 2006 - 2007

Elite designer for women's apparel

Telecommunications Analyst

Supported 300+ corporate and production end users, and handled all

telecom issues and acquisitions.

. Managed the NEC PBX which included adds, moves and changes, ensuring

quick response time.

. Configured all Blackberries, cell phones, and PDA's with minimal

downtime.

. Worked with carriers in regards to mobility services and selected lowest

cost carrier, saving 30% by switching over.

NEW CENTURY MORTGAGE, Irvine, CA 1998 - 2005

Nationwide Loan Lender

Telecom System Engineer II ( 2001-2005 )

Implemented, supported, and administered AVAYA PBXs and voice mail at

45 branch locations.

. Traveled to offsite branches for large vendor cut -overs and installs,

completing with no business disruption.

. Managed all cross connects on 66 blocks and 110 blocks to provide dial

tone for company branches, eliminating extra costs on future growth.

. Consulted with vendors on RFP's for offsite branch relocations, and

cabling quotes, saving cost on unnecessary travel and expenses for small

system installations.

. Provided remote support using AVAYA Prologix, S8700 and Merlin Magix

PBX's to the off site branches around the country for troubleshooting,

adds, internal moves and changes, saving time and reducing costs by 85%.

Telecom Technician ( 1998-2001 )

Part of network team that handled PBX administration for Irvine Corporate

office with 250 users.

. Performed adds, moves and changes for only the corporate office using

AVAYA G3R and G3SI PBX's and Intuity Audix with very minimal down time.

. Used the Track It ticketing system to enter all issues, and completed

tickets on time per department guidelines.

CERTIFICATIONS

AVAYA Basic Administration / Intuity Audix

AVAYA Merlin Magix

PROFESSIONAL DEVELOPMENT

Intensive CISCO training courses in:

CISCO Call Manager

CISCO Unity

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