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Customer Service Information Systems

Conley, Georgia, United States
August 28, 2017

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Alvin E. Allen

**** ******* **.

Conley, GA. ****8

E-mail Home: 404-***-****



Resourceful technical expert, utilizing diverse background in telecommunications and trouble analysis to meet objectives and provide support. Adept at working with people with varying levels of technical expertise and coordinating activities to maximize efficiency and productivity. Avid customer advocate, striving toward high levels of service all the time.

Occupational Experience

Fiserv, Inc.

Norcross and Alpharetta

Avaya PBX Systems Specialist 2005 To July 2016

Performed System Administration for multiple Business Units on Avaya G650 and G450 PBX using Site Administrator to do Moves, Adds and Changes to 6400 and 7400 series phone extensions. Processed requests for service through the “Facets” ticketing system. Opened trouble tickets on all reported problems so issues could be Documented and escalated to Telecom Manager when needed. Updated Telecom Documentation to reflect changes.

Programmed and installed 6400 and 7400 series Analog, Digital and Voice over IP phones, ensuring equipment was operational and performing correctly. Understand VOIP Protocols and QOS Standards and policies.

Coordinated installations of outside Vendor Circuits and equipment. Installed Cat5 and Cat6 Voice and Data station wiring and interfaces and terminated on 110 Punch Down blocks.

Provided valuable support by Administering and Maintaining Production Customer Service Call Center Routing Groups.

Installed, programmed and instructed fellow Associates and Managers on the use of ONE-X Agent and ONE-X Communicator software applications, which allowed Agents and Associates to receive calls and work remotely away from Call Centers.

Worked with Call Management System 5.2 and CMS Supervisor to provide real time and historical reports, keeping clients informed and current on all necessary information. Administered Avaya Aura Voice Mail System to provide voice mail to all employees.

Assigned IP addresses to Associates and Managers for use in Laptops and Desktop computers and various other network devices for Network access.

Richard Staffing Inc. 2004 To 2005

Atlanta, Ga.

Telecommunication Technician

Monitored and maintained Dell Servers used to provide telephone service to inmates at the Fulton County Jail, the Atlanta Georgia Detention Center and the Atlanta Juvenile Detention Center.

Repaired and maintained all inmate phones and Pay phones at each location.

MCI/Worldcom Communication Corp. 1997 To 2004

Atlanta, Ga.

Implementation Engineer / Local Service Consultant

Coordinated the various people and departments (Sales, Order Entry, Translations, Provisioning and Field Operations) involved in the sales and implementation of MCI/Worldcom products and services (Long Distance, Local Service, T1, DSL, Frame Relay and ATM).

Coordinated the information gathering process by meeting with Sales Representatives, customers and customer’s vendors to assess and resolve compatibility, internal and external problems and set time lines and intervals for installations and conversions.

Acted as Product and Technical Specialist in above meetings. Entered Data into on-line Order-Entry system, verified orders were received and addressed by downstream departments, tracked the progress of the service orders and monitored the installations.

Initiated the Local Number Porting process and confirmed numbers ported. Set up conference bridges so that all required personnel, could participate at Cut Overs.

International Computers & Telecommunications (I.C.T. Now STG) 1995 To 1997

Dobbins Air Reserve Base – Marietta, Ga.

Telecommunications Technician

Performed System Administration and Documentation for Moves, Adds and Changes on a Northern Telecom MSL 100 system with 4000 extensions and OCTEL Voice Mail.

Performed system diagnostics to determine the cause of any alarms.

Installed and maintained all voice and data circuits from Switch to the end users. Installed single and multiline telephone equipment.

Installed, terminated and maintained wiring configurations for Local Area Networks, Modems and ISDN circuits.

AT&T Information Management Systems 1991 To 1994

Alpharetta, Ga.

Data Processing Associate III

Performed Application Service Management on multiple Main Frame, on-line AT&T Revenue Applications.

Responsible for scheduling, monitoring, maintenance and trouble analysis of individual jobs and batch job strings running in Test and Production environments.

Coordinated and implemented Test Applications into a production environment.

Responsible for resolution of system outages and individual job failures for all on-line applications on weekend coverage. Received daily, weekly and monthly data tape feeds from outside sources and incorporated them into the Monthly batch job string for the AT&T Revenue Application.

Represented Applications in change control meetings to assess the impact of system changes on required Application resources. Investigated all customer service complaints to resolution.

AT&T Information Systems 1988 To 1991

Atlanta, GA.

Remote Maintenance & Administration Technician

Performed remote diagnostics on AT&T system 75, 85, Definity G1 and G2 PBX systems alarms for a Seven State region, via computer terminal.

Located, analyzed and resolved PBX system alarm troubles and equipment failures. Provided Tier I and Tier II technical support for field technicians.

Dispatched field technicians, when applicable, with necessary parts to expedite repairs. Served as customer point of contact until issues were resolved.


Glenville High School – Cleveland Ohio

Aviation Ordnance – U.S. Marine Corp.

Dimension 100, 400 and 2000 Tier I and II Maintenance – Southern Bell

Merlin and Spirit Key system Installation and Maintenance – Southern Bell

System 85, Definity G2 Tier II Maintenance and installation – AT&T information Systems

System 75, Definity GI Tier II Maintenance and Installation – AT&T Information Systems

JES II (Job Entry System), CA 7 and MVS/ESA – AT&T Information Systems, Data Processing


DB2 for Application Service Management – AT&T Information Systems, Data Processing Center.

Basic, Intermediate and Advanced JCL – AT&T Information Systems, Data Processing Center.

Microsoft Word and Excel – MCI/Worldcom

Project Management Essentials – MCI/Worldcom


1.Randy Schutjer – Fiserv Network Manager – 678-***-****

2.Bill Budd – Fiserv Network VP – 770-***-****

3.Larry Branning – Fiserv VP of Operations – 404-***-****

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