Avaya Voice Engineer

KEVIN R. DeSHIELDS

**********@*******.*** 215-***-****

Summary

SENIOR SPECIALIST - SERVICE DELIVERY MANAGEMENT

Top performing professional with extensive experience in design, implementation, and telephony systems support for Fortune 100 companies in the Financial, Pharmaceutical, and Telecommunications industries. Highly customer focused and self-managed individual. Diverse technical knowledge and ability to effectively translate business requirements into technical solutions. Recognized for resolving complex challenges and concurrently managing projects and resources comfortably, while adapting to shifting priorities. Strong communication skills and ability to work well with coworkers, management, and business stakeholders. Competencies include Avaya (Red) Aura Communications Manager, ESS, LSP, AES, and CMS administration. Hands on experience with building trunk groups, route patterns AAR/ARS changes, VDNs/Vectors call routing logic and call treatment. Provide levels 1-3 voice operations support for help desk trouble ticket reporting resolution. Perform daily customer moves, add, change, and delete (MACD) operations and support. Areas of expertise include:

Internet Protocol Telephony (IPT)

VoIP

Computer Telephony Integration

Customer Service Support

Contact Center Operations

Problem Resolution

Continuous Process Improvement

Telecom Expense Management

Work Force Management

Business Continuity

Disaster Recovery Planning

LAN/WAN

Professional Experience

TEKsystems January 2016 - Present

Contract assignment Barclay Wilmington, DE

Contact Center Support Analyst

Responsibilities

Identify voice system risks exposing business to outages and provide solutions to mitigate service disruption. Document backup/restore procedures and update run books to leverage NOC personnel. Partner with vendors to track supported software releases, patches, and bug fix to align with Release Management forward schedule. Perform augmentation staff operations activities and deliver project outputs. Produce and review voice system capacity reports with management to remediate gaps in service and telecommunications expense management cost savings. Plan, implement, and execute voice system changes during scheduled outage

windows in compliance with Change Management process.

Provide technical expertise Contact Center back office credit card Point of Sale systems for external and internal facing customers

Maintain and support day-to-day requests, work order (Moves, Adds, Changes) from users / lines of business. Ensures that the requirements of agreed internal and/or external Service Level Key Performance Indicators are met

Ensure operations support and incident/problem ticket resolution within defined SLA’s

Plan and execution of HW/SW changes (infrastructure, fixes/patches, maintenance release updates)

Coordinate and collaborate with internal/external contacts in establishing and carrying out responsibilities, including executive support

Monitor and report on Contact Center systems (Availability, capacity planning, system performance metrics)

Provide subject matter support service desk, incident management, and asset management of HW/SW infrastructure

Continue to follow technology and trends in Multi-channel contact center service delivery systems

Excellent communication skills (oral, written and presentation)

Good analytical and troubleshooting skills

Interfaces with various technical teams, Management and vendors

Project management skills and experience. Ability to handle multiple projects and tasks

Verigent October 2016 – December 2016

Contract assignment AmeriHealth Caritas Philadelphia, PA

Avaya Resident Technician

Responsibilities

Provide day-to-day support of installations and moves. Process orders in client ticketing system.

Program stations and trunks in client Avaya Communications Manager.

Participate in the planning process to understand business, technical, objectives, and product requirements

Work with different business units and vendors to collect and gather solution information

Manage, and participate, in moves, adds, and changes of Avaya stations.

Develops and maintains positive customer relations by ensuring that customer requests are handled in an efficient, effective, and timely manager

Communication system support requested by the customer

MERCK & CO. INC. West Point, PA May 1995 – March 2015

Service Delivery Management ~ Senior Specialist

Roles Progression: Sr Systems Analyst, Systems Associate, Sr Systems Associate, Lead Network Operations

Responsible for the operations and management of voice infrastructure and service supporting large campus mixed environment (office, laboratory, and production plant).

Upgraded 40,000+ stations at company global headquarters and large production campuses from G3si/G3r’s to S8730 platforms providing enhanced features and functionality: Inbound Caller-Id. Unified dial plan. Company telephony directory display/dial from keypad. Automated company operator switchboard integrated with HR database.

Planned and executed legacy Avaya TDM PBX upgrades to IPT enabled processors in New Jersey and Pennsylvania facilities (5). Utilizing IP trunking between sites reduced monthly carrier spend. Improved on-net call routing using cheapest carrier per minute rate plans based on dialed number (toll avoidance).

Standardized PBX operating system Communications Manager 5.2.1 release for stability and consistency. Leveraged multiple site hardware upgrades to achieve 3-year Avaya maintenance agreement discounted 65%. Project included consolidating 5 separate stand-alone Call Management Systems (CMS) into one Enterprise CMS for centralized reporting and reduced maintenance cost. Upgraded 3 site PBX’s to Aura Communications Manager 6.3 to deliver enhanced features and mobility functionality (One-x and EC500).

Designed and implemented IP trunking network connecting satellite locations to primary campus via the data network. Responsible for switch design, configuring the IP Network Regions, installation of C-LAN and Media Processor boards and programming the trunk groups in Avaya IP and legacy IP-enabled telephone systems. Reduced carrier ISDN-PRI facilities and cost. Improved our turnover time to provision and scale IP trunking needs to meet call volume demands.

Deployed Avaya soft phone (One-x Communicator) and IP hard phones as a corporate service for work at home and hoteling employees. Leveraged soft phone applications for remote call center agent’s business continuity and disaster recovery plan.

Facilitate quarterly vendor and carrier stewardship meetings. Communicate current and planned project awareness, status, and escalations to management. Propose continuous process improvement recommendations.

Designed, tested, and deployed VDN/vector logic, routing, and call treatment based on business requirements.

Other Related Experience

PHOENIX COMMUNICATIONS GROUP INC. OF NJ, Jersey City, NJ

Systems Analyst - Merck & Co. Inc., West Point, PA

LJ GONZER ASSOCIATES, Red Bank, NJ

System Administrator - Bell Communications Research Inc.

Education

Pierce College, Philadelphia, PA 19102

Computer Programming

Professional Development

IT Change Management (Roles Manger /Approver)

Foundations of IT Management

Sigma Yellow Belt

Daily Operations Activities

Proactively review, manage, and resolve telephony alarm/error logs

Analyze voice service outage scope. Communicate impact/actions to upper management and affected business stakeholders. Provide timely status updates and actions towards resolution. Escalate service outages with vendor or carrier (Avaya, ATT, CenturyLink, Level 3, and Verizon) to restore service.

Open and track trouble tickets via carrier support web portal

Coordinate with team scheduled or emergency maintenance to minimize service disruption to business

Ensure all Change Management process requests, approval, and execution are obeyed to complete tasks. Update Change Management Data Base.

Configure trunking (IP, ISDN-PRI, and SIP) to utilize inexpensive routs to reduce operating cost. Review trunking metrics and scale trunks to allow for call volume efficiency.

Configure PBX IP components (C-LAN, Media-Processors, codecs) for VOIP end-points

Trouble shoot and resolve VOIP quality of services issues

Administer PBX features, logins, and permissions

Monitor trouble ticket reporting dashboard. Provide operations levels 2 – 3 support assisting voice team and augment staff to resolve trouble tickets within defined Service Level Agreements. Review trouble tickets for chronic and reoccurring issues to implement continual process improvement.

Complete voice system moves, adds, change, and deletes. Update infrastructure and customer records data base

Partner with vendor to apply soft/hardware upgrades, code fixes, and patches

Perform system backups and customer installable software patches

Review call detail reports for cost saving routing modifications and toll fraud

Contact Center Activities

Perform Call Management System (CMS) maintenance and administration activities

Manage daily, weekly, and monthly backups

Run scheduled and ad hoc call center reports

Manage user accounts, privileges, and PBX resources

Define HQ and remote agent skill assignments

Trouble shoot and resolve break/fix issues for local and remote configurations

Allocate and configure PBX resources (VDN, vector, and announcements)

Design and implement call center routing logic call treatment based on customer requirements

Manage toll free numbers and PBX Direct-Inbound-Dial terminating numbers

Allocate toll free vanity numbers for direct to consumer marketing campaigns

Maintain toll free records data base and utilization for accurate billing

Implement and deliver telephony solutions to meet project deliverables. Attend project meetings. Provide expertise and technical input.

Review, design, and implement business continuity disaster recovery plans to mitigate business disruption.

Participate in annual alternate site disaster recover exercise. Execute voice system backup and recover.

Partner with carriers to deliver cloud based services and features to minimize risk

Software and hardware

Avaya Aura Communications Manager (R5.2 – R6.3)

S8500 – S8800 media servers (high availability configuration enterprise and local survivable processors ESP/LSP)

G450 – G650 media gateways (Remote IP office and large campus)

G600 media gateways

G3R G3si (Legacy TDM PBX)

MCC (Legacy TDM cabinets)

Avaya Interaction Center (AIC) 7.1.4

One-X Communicator

EC500

Call Management System (CMS) R15 – R17

Application Enablement Servers (AES)

Avaya Voice Portal (IVR)

Avaya Modular Messaging

Octel (450 – 250)

IP Phones (46XX, and 96XX)

Digital Stations (2400, 7400, 8400, and CallMaster IV)

Calero VerSMART

Aspect Dialer

Verint Call Recording

ATT Control Toll Free Routing

ATT Route It

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