Sr Telecom Engineer
Resume:
ELENA REED
*********@*****.***
Telecom Professional looking for a demanding and challenging position requiring in-depth VoIP knowledge and excellent analytical and trouble-shooting skills.
Summary of qualifications
• 10+ years progressively skilled and complex experience in VoIP systems; over 15 years in IT industry
• Working knowledge of PBX/Voice Mail systems, ACD, IVR, Call recording and CTI
• Hands-on with SIP, H.323, TCP/IP, POTS, PRIs/ISDN
• Thorough familiarity with Call Center functions and operations
• International and healthcare experience
• Strong analytical and problem solving skills
Technical expertise
Signaling protocols and codecs: SIP, H.323, ISDN, G.711, G.723, G.729 Telecom equipment: Cisco UC systems (Call Manager, Unity, Contact Center), Sonus SBC/GSX/PSX, Nextone MSW, Quintum Tenor/CMS, Asterisk Voice applications: Wholesale VoIP, calling card, IVR, PBX, pre/post-paid billing Operating systems: UNIX (Linux, Solaris, Mac OS X), Windows OS Network management/other: MRTG, Cacti, Nagios, SNMP, tcpdump, Wireshark/Ethereal Databases: MySQL, MSSQL
Professional experience
June 2016 – Present Sr. Telecom Analyst – Beacon Health Options, Inc., Woburn, USA Administered company’s Cisco UC system (Call Manager, Unity, Contact Center) for 5 Call Centers and 20+ remote offices. Coordinated and oversaw project implementations with vendors, internal customers and support personnel. Developed and maintained detailed DID Inventory and Call Flow documentation. Oct 2015 – May 2016 Sr. Tech Support Engineer – Sonus Networks, Inc., Westford, USA Provided Technical Assistance Centre (TAC) cover to Tier 3 level support to customers via email and phone with minimal supervision from management. Built and maintained skills on current and legacy Sonus platforms and applicable technologies. Deployed and tested new equipment in the lab. Apr 2015 – July 2015 Sr. Telecom Consultant - Human Care Systems, Inc., Boston, USA Lead company’s telecommunication infrastructures re-design to improve its resilience, stability and scalability, and to ensure HIPAA and EU privacy laws compliance. Proactively analyzed, troubleshooted and resolved telecommunications system alarms and circuit issues in a timely manner. Developed training programs for new and upgraded Contact Center technologies.
Jan 2008 – Aug 2012 Healthways, Inc., Westborough, MA, USA Jan 2011 – Aug 2012 Telecom Team Leader
Provided professional leadership and direction to a team of 3 IT engineers. Managed installation and configuration of geographically distributed Call Centers in France. Planned and designed architecture of a highly available, scalable and fully redundant Call Center system supporting 500+ seats. Developed detailed documentation and standard operation procedures resulting in reduction of installation and problem resolution time. Provided training and guidelines for Call Center support engineers. Proficiently handled system outages and routine incidents.
Jan 2008 – Dec 2010 Senior Telecom Analyst
Implemented an open-source based Call Center software to replace existing home-grown system, reducing the cost of new installs from $2m to $0.7m. Coordinated and performed remote installation of Call Center systems in Germany, Brazil and Australia. Played instrumental role in numerous update and maintenance projects. Coordinated with 3-rd party vendors on interconnection with PSTN, Cisco and Avaya. Created backup and disaster recovery mechanisms. Provided Level 3 support and assisted developers with software, integration, and design problems. Promoted to a higher-level position for outstanding performance and company dedication.
Oct 2003 - May 2007 Telecom Analyst – Callcentric, Inc., New York, USA Analyzed and managed dialing plans to optimize traffic flows and increase profitability and call quality. Provisioned routing of VoIP calls on GenBand (Nextone) proxy. Analyzed VoIP performance using reports, graphs and diagnostic tools. Modified call routing, identified and resolved call quality degradations. Implemented a graphing system to visualize system performance and capacity, track changes, trends and create forecasts. Replaced traditional PBX with open-source VoIP PBX, which reduced the costs and added new functionality. Automated margin calculations and buy/sell bid management on Arbinet VoIP exchange. Contributed to the development of new concepts for managing large volumes of telecom data. Reviewed business opportunities arising from network utilization.
Provided technical support to customers via email and phone. Monitored network performance and alarms, performed troubleshooting and escalation if necessary. Performed troubleshooting for a variety of SIP equipment. Oct 2001 - Dec 2002 Web Design & Desktop Publishing Specialist - RwandaTel S.A., Kigali, Rwanda Designed and coordinated the production of outreach and promotional materials, including leaflets, posters and brochures. Developed visual branding and logo for anti-AIDS project of the First Lady of Rwanda. Provided assistance in the design of the National Emblem and the Flag of Rwanda. Coordinated web production projects for government organizations, commercial banks and other companies of Rwanda. May 2001 - Sep 2001 IT Consultant – United Nations Development Program, Kigali, Rwanda Ensured effective coordination with other UN agencies in Rwanda in order to maximize opportunities of inter-agency collaboration in the development of effective LAN infrastructure. Provided advice on the design and content of the UN System websites. Trained participating UN staff in website design and maintenance (including updates, modification to format and structure).
Education
Master of Science in Applied Math and Software, 1997 Moscow State University, Russia
Contact this candidate