Information technology and telecommunication
Resume:
In my twenty years of IT/Telecommunications engineering and administration experience, I have acquired a knowledge of Nortel, Avaya, and Cisco solutions. I have experience installing, maintaining and programming PBX systems as well as VoIP systems, gateways as well as basic networking skills. I have investigated cost cutting features and new applications as well as trained and written documentation for implementing and maintaining new systems. I have experience as a Vendor Manager dealing directly with the local and national companies and their engineers. I am also proficient with cabling, telecom and network installation.
Professional Experience
WACHTER, INC
FEB 2015 – PRESENT
IT Field tech
Field Tech for various client sites throughout Indiana, Illinois, Michigan, Wisconsin
Support of Voice/Data networks consisting of but not limited to, Avaya PBX’s, Nortel PBX’s, Cisco VoIP, Avaya Cisco switches and routers
Administration, trouble shooting, repair and maintenance PBX equipment.
Maintained hardware and software for national phone equipment.
Created technician and customer user guides for Nortel equipment and systems.
Supported various PBX and Voice Mail systems across the nation.
Nortel Meridian 11c through 81c systems running TDM via D channeling T1s
Set up and maintained Cisco SIP Voice Conferencing systems
IBM
JUN 2014 – FEB 2015
IT/Telecommunications Field tech
Solo account field tech for NiSource account in Indiana
Support of Voice/Data networks consisting of but not limited to, Avaya PBX’s, Nortel PBX’s, Cisco switches
Administration, trouble shooting, repair and maintenance PBX equipment.
Maintained hardware and software for national phone equipment.
Created technician and customer user guides for Nortel equipment and systems.
Supported various PBX and Voice Mail systems across the nation.
Nortel Meridian 11c through 81c systems running TDM via D channeling T1s
Set up and maintained Cisco SIP Voice Conferencing systems
WACHTER, INC
AUG 2013- JUNE 2014
IT Field tech
Solo account field tech for NiSource account in Indiana
Support of Voice/Data networks consisting of but not limited to, Avaya PBX’s, Nortel PBX’s, Cisco switches
Nortel certified PBX Administrator
Administration, trouble shooting, repair and maintenance PBX equipment.
Maintained hardware and software for national phone equipment.
Created technician and customer user guides for Nortel equipment and systems.
Supported various PBX and Voice Mail systems across the nation.
Nortel Meridian 11c through 81c systems running TDM via D channeling T1s
Set up and maintained Cisco SIP Voice Conferencing systems
VENDOR MANAGER
PINNACLE TECH (CONTRACTOR TO ATT)
FEB. 2010 – JUL. 2012
Directly communicate with Third Party Vendors for specific accounts dealing with Voice and Data
Worked through AT&T for IBM contract client Whirlpool in St. Joseph Michigan
Assisted local telecom staff with phone issues and backups on the Whirlpool account (Nortel standard phone and VoIP equipment, some older Avaya systems)
Worked through AT&T for IBM contract client C.N.A. insurance (national account)
Maintain daily service reviews and data collection reports
Insure the prompt and correct updates and engineers are in place to resolve issues effecting business functions in a timely manner.
Assisted the technicians with the troubleshooting of issues as well as implementation of plans for install and upgrades.
Initiate conferences with the vendors, local telecom/data provider, techs and clients during install and upgrades
Point of contact for client and techs to the vendors and local telecom/data provider
IT CONSULTING (SELF EMPLOYED CONSULTANT) OCT. 2008 – FEB. 2010
Administration and Telecom/Computer support for local charities
Customer assistance and technical support
Telecommunications information support
Consultant for purchase of IT/Telecom equipment for various local businesses
Engaged customer in a Consultant role to help them understand what is needed to accomplish their goals, their busness drivers
DELOITTE, LLP
SEPT. 2003 – OCT. 2008
Telecommunications-User Support and Management
Resolved customer’s telecommunications needs nationwide. (Adds, moves, changes.)
Managed local systems issues (system engineering)
Implemented and supported VoIP solutions.
Contracted outside vendors for local telecom issues nationwide.
Triage all telecommunications Service Desk tickets of customer issues.
Quickly responded and resolved high priority tickets within the set time frame on a 24/7 basis.
Maintained a high call closure count.
Maintained Nortel PBX systems running TDM D Channeling over T1
Maintained local SIP based Voice conferencing systems
Maintained and managed CISCO Video conferencing systems
Environment: Nortel Meridian PBX 11c, 81 C running Symposium, Avaya Octel, E911, VoIP, Windows Mobile v5-v6 Pro, Poly Com, OTM, various Avaya systems on nationwide level.
Promoted from Mobile Applications to National support.
Investigated cost cutting features and ideas.
Evaluated new applications to replace or improve on current applications.
Maintained and installed “find me follow me” and PC based Voice mail applications.
Implemented VoIP solutions to connect Telecommuters with their home offices as well as office to office communications via IP.
Maintained Nortel PBX systems running TDM D Channeling over T1
Maintained SIP based Voice conferencing systems
Contracted outside vendors for local telecom issues nationwide.
Environment: Nortel Meridian PBX 11c, 81 C running Symposium, Avaya Octel, E911, VoIP, Windows Mobile v5-v6 Pro, Poly Com, OTM
Promoted from Regional team to being the National support person.
Coordinated with outside vendors on high level maintenance and moves of regional equipment.
Managed local and regional customer’s telecommunications needs.
Maintained and repaired local and regional phone equipment.
Maintained Nortel PBX systems running TDM D Channeling over T1
Maintained SIP based Voice conferencing systems
Environment: Nortel Meridian PBX 11c, 81 C running Symposium, Avaya Octel, E911, VoIP, Windows Mobile v5-v6 Pro, Poly Com, Nortel Virtual Office
Promoted from contract to full-time employee.
Resolved customer’s telecommunications issues.
Maintained and repaired local telecommunications equipment.
Maintained Nortel PBX systems running TDM D Channeling over T1
Support staff for local operations when working with vendors.
Environment: Nortel Meridian PBX 11c, 81 C running Symposium, Avaya Octel, E911, Poly Com, Avaya PBX, Cisco VoIP, Call Pilot VM, Meridian Mail, Nortel Virtual Office
DIVINE, INC
JUN. 2000 – AUG. 2002
Telecommunications Engineer
Team lead on installation and administration of various PBX systems
Support of Voice/Data networks consisting of but not limited to, Avaya PBX’s, Nortel PBX’s, Cisco switches
Nortel certified PBX Administrator
Administration, trouble shooting, repair and maintenance PBX equipment.
Maintained hardware and software for national phone equipment.
Created technician and customer user guides for Nortel equipment and systems.
Supported various PBX and Voice Mail systems across the nation.
Nortel Meridian 11c through 81c systems running TDM via D channeling T1s
Set up and maintained Cisco SIP Voice Conferencing systems
Environment: Nortel Meridian PBX [v. 13 through Symposium], Avaya PBX, Cisco VoIP, Call Pilot VM, Meridian Mail, Nortel Virtual Office
DYNAMEX, INC
JUN. 1998 – JUN. 2000
ITS/Telecommunications technician
Chicago Regional head of telecommunications.
Procured Nortel Certification.
Local ITS Help desk for Chicago region.
Maintained PBX and key telecommunication systems.
Provided NT administration support for Chicago region.
Maintained and supported PCs, terminals, phones, printers and related equipment for the Chicago region.
Working knowledge of Windows and Nortel software and hardware.
Maintained Nortel Meridian 11c system running TDM via D channeling T1s
Promoted from Assistant Manager Data Entry to Assistant Manager Information Technologies.
Environment: Nortel Meridian PBX, Meridian Mail, PCs, network cards, printers, dumb terminals
CANNONBALL, INC
MAY 1996 – JUN. 1998
Assistant Manager Data Entry
Interviewed, trained and provided yearly performance reviews of employees.
Lead of “Special Customer Needs” section of Data Entry.
Coordinated of customer delivery information.
Assisted in day to day operations of Data Entry Department.
Environment: Nortel Meridian PBX, Meridian Mail, PCs, network cards, printers, dumb terminals
Technical Skills
Hardware:
Nortel, Avaya, Cisco, MCK gateway, PCs, network cards, printers, modems, dumb terminal Analog/Digital/ISDN/PRI/BRI/ADSL Modems, CSU/DSU’s, Avaya/Lucent Definity, G3SI, R, Avaya Messaging Platforms
Software:
Second Nature, OTM, Tui/Gui interface, ProComm Plus, Hyper Terminal, MS Windows/Office, Word Perfect, MS Outlook, QOS systems
Cabling:
25 pair shielded termination, Single Pair jumper for BIX, 66 and 110 block wiring, Cat 5, unshielded twisted pair
Reporting Systems:
Service Desk ticketing
Operating Systems:
Nortel PBX (versions 13-Symposium 3), Win Mobile 5/6 pro, Windows 9x, Windows NT, Windows 2000, Windows XP, Windows Vista, Windows 10, Android OS
Education
Illinois Central College East Peoria, IL 1987-1990
A.A.S. Degree in Humanities completed
Accreditation
Certification Nortel PBX Administration 1996
Professional Development
Level 1 CCNA
Second Nature
Cisco VoIP
Service Desk
OTM
Avaya System training
ITIL
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