Technical Specialist/Lead Engineer Supervisor

ELIZABETH MOYER

**** ******** ****** * ****, Ca *1710 Cell: 909-***-**** *****************@*****.***

Technical Specialist/Lead Engineer Supervisor

Proven Success in Systems Optimization and Strategic Solutions

16 years of increasingly progressive experience in Nortel PBX, ACD/IVR and Telecommunications as Lead Voice Processing Supervisor Engineer. Team expert in gathering, analyzing and defining business and functional requirements; creating global metrics, trend charts and other decision-making tools; and designing/re-engineering processes, workflows and technology solutions in the healthcare environment. Proven success in streamlining procedures, improving work flow control with customer satisfaction, team leaders and expedite work more efficiently.

Experience managing operations across multiple platforms (Unity, Call Pilot, Octel, PhoneMail and Nortel PBX, ACD/IVR systems) Supervisor staff, effectively plan, install, configure and optimize the infrastructure to consistently achieve high availability and performance.

Proven ability to create and deliver solutions tied to business growth, organizational development. Skilled problem identifier and troubleshooter comfortable managing PBX systems, ACD and Voice mail system projects.

PROFESSIONAL EXPERIENCE

VERIZON ENTERPRISE SOLUTIONS Monrovia, CA, 1997 to present

Systems –Supervisor Lead Voice Processing and Supervisor Application Engineer – State of California (Nov 2003 to July 2013)

Hired as a full-time Lead Voice Processing Supervisor Engineering in a quickly changing in fast pasted environment to provide remote support with Nortel PBX, provide advance support and network analyst role to Engineering leadership for hospital's technology infrastructure located in over 300 facilities nationwide. Manage large-scale enterprise migration projects for voice/menu applications, systems conversions and performance tuning and monitoring of voice applications in Call Pilot, Octel and ACD/IVR. Assisted setting long-range technical direction and capacity plans solutions for clients and employer.

Key Contributions:

• Lead Voice Processing Engineer Supervisor for Verizon whom gives daily objectives

with willingness, respect, honesty, dependability, and hard working.

• Engaged and tracked Priority 1 issues, with responsibility for the timely

documentation, escalation (if appropriate), resolution and closure of trouble

tickets.

• Strong organizational skills with excellent typing abilities

• Ability to Multi-Task

• Relentless follow-up skills with a friendly and positive attitude

• Known as a self-starter, team player; strive to consistently exceed expectations.

• Ensure day-to-day operations with business partner and relate activities are

executed in a timely manner.

• Assist clients in defining their requirements, and recommends appropriate

application alternatives.

• Ensure change management processes and procedures are followed throughout

tactical lifecycle.

• Manage technical vendors to define systems deployment scheduled and benchmarks.

• Provide support to staff and ensure staff is trained in lifecycle processes.

• Increased department efficiency through the design and implementation of

procedure, and accountability.

• Received "outstanding" ratings on performance reviews each year, with top marks

in teamwork, customer service, communication skills and technical problem-solving.

PROFESSIONAL EXPERIENCE (continued)

Verizon – Installation and Maintenance Specialist – LA Metro, Orange County, Kern County, Inland Empire and surrounding cities(1997 to 2003)

Knowledge with the installation/maintenance of the Nortel PBX product line and responsible for new installations of Nortel which include: PBX OPT 11-81C, ACD/IVR, Call Pilot, Octel, and Phonemail. Provide remote support for customer and field technicians in trouble resolution, maintenance and (MAC) request.

Key Contributions:

• Assist in the strategic planning of the Nortel PBX with various voicemail systems

including Call Pilot, Octel, PhoneMail and emergency call systems.

• Coordinate development and implementation of the voice work station environment

• Conduct station reviews and Perform Moves/Adds/Changes and installation of Nortel

PBX products.

• Worked with technicians and vendors to maintain all Voice/Data cables, jacks,

blocks terminations, cross connects, overhead paging T1 testing and music source.

• Perform station routing, troubleshooting, testing, repair and preventative

maintenance of system/station equipment in Nortel PBX.

• Responsible for coordinating all PBX telephone repairs and service request with

AT&T and other vendors.

• Keep management informed of unusual Nortel PBX, Voicemail and ACD/IVR maintenance

problems and user response to repairs and general services.

• Prepare and maintain related cable records of work performed in Nortel PBX and

IVR. Assist in training.

• Perform other related duties as directed by management.

• Voice mail support.

EDUCATION & TRAINING

• Octel Communications Corporation (Application Strategies Development)

• Octel 250/350 System Operation & Management

• Call Pilot 5.0 System (Administration and Applications)

• Nortel (Northern Telecom)- Meridian PBX 21-71 Familiarization #200

• Nortel (Northern Telecom)- Meridian 1 PBX options 21-81 Maintenance

• Remedy ITSM 7.6

• ITIL Version 3 Foundation Examination

• ITIL 2011 Intermediate (CSI)Continual Service Improvement

• Familiar with Unity, Symposium and Phone Mail

• Microsoft Office Excel

• Nortel (Northern Telecom)- Meridian 1 PBX Rls 25 ACD A-C2 (feature Administration)

• Symposium Call Center Server Administration and Management

• Nortel (Northern Telecom)- PBX X-11 Feature Administration #300

• UCCE Boot Camp

• ACUCW1 Administering Cisco Unified Communications Workspace Part 1 basic

• ACUCW2 Administering Cisco Unified Communications Workspace Part 2 basic

• Office 2010 Interface, Word 2010 and Excel 2010

• Microsoft Office Word, Excel and PowerPoint

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