Manager Engineer

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

Park Ridge, IL *****

Cell 847-***-****

Home 847-***-****

Email – **************@*****.***

Tom Calandriello

SUMMARY

Over twenty years of progressive responsibilities in the design, implementation and administration of corporate voice and data networks, telecommunications and technical infrastructure support and management. Demonstrating the ability to balance business strategies and objectives with the strategic implementation of new technologies.

Avaya Aura – IP Systems Avaya CMS/ Taske Management

Call Center Elite/Vector Design Unified Communication Systems

E911 RedSky AnyWhere NICE Analyzer / Recording Systems

Avaya Aura Session Manager SIP Network Design / SIP Networking

Avaya CM Migration to IP Office Business Continuity/ Disaster Recovery

PROFESSIONAL EXPERIENCE

CCC Technologies, Inc. (Avaya Business Partner) Wood Dale, IL

Sr. Avaya Engineer – NOC Service Engineer 2013 - Present

Main responsibility providing tier 2 / tier 3 telecommunications support / trouble shooting to Avaya Fortune 500 customers as a member of the NOC team. This includes hardware/ software support across the full range of Avaya’s VoIP product line and legacy systems.

Advise/ recommend / trouble shoot customers on traditional telco circuit issues and SIP trunking migration. Diagnose complicated Call Routing issues, vector design analysis and voice messaging recommendations, trouble shooting Audix / Octel / CMM / Modular Messaging issues, Aura Messaging.

Plan, organize, supervise the work of CCC field personnel regarding the installation, modification, testing, repair and maintenance of server based systems and associated network equipment.

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Understand customer requirements and discuss appropriate course of action with customers, technical support and subcontractors.

Responsible for creating Scope of Work / Project Planning for customer projects. Coordinate project team members’ tasks and responsibilities to ensure timely installations / upgrades within budget.

Trains team members and customers on the support and administration of Avaya communications equipment and software to enhance customer knowledge of new systems.

Provide leadership and expertise to large multi-node / multi location customer base.

Wheels Incorporated Des Plaines, IL

Sr. Telecommunications Engineer 2006 - 2013

Hands-on management and support responsibilities for the design, implementation and administration of Wheels’ Avaya Telecommunications network systems, Voice Messaging Systems, Avaya Call Center CMS/ servers and IVR infrastructure.

Responsible for the design, installation and management support of Wheels’ multi-location call centers involving over three hundred toll-free client numbers. Introducing the organization to Voice over IP phones and unified communications’ benefits.

Responsible for the migration of Wheels to a 100% VoIP–based network design that served as the infrastructure to our strategic Call Center routing schemes and new IP phones /softphones. This involved a detailed analysis and design process that required the re-programming of all Wheels’ call routing Vectors and VDNs. Administer and maintain over 300 vector designs and their holiday tables.

Responsible for the migration of over 300 TFNs and 800 DID numbers to a new SIP network (Windstream) in a four month timeframe without any disruption to the Wheels’ customer base or business operations.

Introduced, instructed and administered the use of Avaya’s OneX Agent and IP Softphones for all Call Center agents - both domestic and International.

Administer, update and maintain Call Center’s Network Disaster Recovery procedures utilizing enhanced services with our Verizon network vendor (T1 PRI circuits) and Windstream’s SIP On-Line management tools.

Selection, Implementation and maintenance of the new Wheels’ MPLS / SIP WAN network stretching north to Toronto and south to Mexico City.

General Board of Pension - UMC Evanston, IL

Telecommunications Manager 1999 - 2006

Responsible for the design, installation, implementation and administration of the Avaya S8700 IP-based platform serving the Evanston campus and remote G700/8300 office sites.

Designed and installed the Board’s new computer room layout, down to the racking and structured cabling system to house 30 LAN servers, Cisco switches and routers, Avaya S8700 PBX and Nice recording systems.

Responsible for all vendor negotiations and contracts as they regard the Board’s data and voice communications infrastructure.

Hands-on management responsibility for the design, implementation and administration of the General Board’s Telecommunications (PBX), Voice Messaging Systems, Avaya Call Center CMS systems, and LAN/WAN infrastructure.

Implemented the Board’s NICE Recording systems for 100% recording of the Call Center agents.

Implemented the first e911 emergency phone system software (Red Sky) locating all 300 employees in the Evanston offices.

AT&T Solutions Chicago, IL

Solutions Architect 1998 - 1999

Responsible for the network solution design and the “ability to execute” network solution activities for new business installations on behalf of the client

Leads the development of operational and technical new business solutions

Assess client’s current operational environment against best-in-class norms

Identifies potential operational improvement or transformation opportunities

Counsels team members on the solution alternatives and solution impacts

Develop costing and service level agreement frameworks

Consults with or orchestrate validation sessions with group matter experts, business units, and external consultants on solution alternatives/impacts

Presents highly complex/conceptual information and recommendations in an “easy to understand” manner to clients

Assure the feasibility, cost effectiveness and service commitments of solutions under consideration

Interview, position and negotiate as a member of the client interface team

Project manage the solution implementation and solution assurance commitments within the engagement team

EDUCATION /

CERTIFICATIONS

APPLICATIONS

VOICE/DATA

B.S. Psychology, Loyola University Chicago, IL

MBA, Loyola University – 1986

Avaya Aura Communication Manager Administration.

ACSS – Avaya Aura Session Manager and System Manager.

ACSS – Avaya Aura Call Center Elite Implementation and Maintenance.

Avaya’s CMS, Avaya’s IQ Reports; Vectors/VDNs, One X Agent; One X Attendant; X One X CES; Avaya Secure Access Link (SAL); Modular Messaging; Aura Messaging; VAL Admin; NICE CLS, Nice Universe; Nice Analyzer; RedSky e911 AnyWhere, SQL Server 2008, I3’s CIC Client and Interactive software. MS Project; Visio; Excel; Power Point; SQL Server; Word; Outlook/Exchange; AutoTask ticket management software.

Avaya S8700; S8300 / S8400 / S8500 / S8800. IP phones 1608 / 1616 / 4620 / 9620 / 9630 / 9650 /9608 / 9611 ; Avaya Gateways G350 / G450 / G650.and G700. Audix Intuity ; Octel; Aura Messaging; InterVoice IVR; Conversant IVR; Cisco Data Network switches; Cisco 2300/2500/2600 Routers; Cisco Call Manager; Sun System 150 (CMS); HP Proliant servers; EMC SAN; Tandem Video Conf.; MS Lync- Skype for Business.

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