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Telecommunications

Location:
Orlando, Florida, United States
Salary:
65000
Posted:
November 30, 2017

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LES RUIZ

**** ** ********* ****, ******, FL *****

772.***.**** ac3jrg@r.postjobfree.com linkedin.com/pub/les-ruiz/1/198/14b/

TELECOMMUNICATIONS / AVAYA SUPPORT PROFESSIONAL

Over 23 years of success providing telecommunication and technical support

• 23 Year Telecommunications professional specializing in the Avaya enterprise network

• 7 years providing Help Desk/On-site support to end-users, earning a solid reputation for productivity, complex problem resolution and professionalism.

• Excellent communication and diagnostic skills, consistently solve problems and rarely escalate issues.

• Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

TECHNOLOGIES

S8xx Platforms

MS Office

MS Outlook

Cisco VPN

CMS

Avaya Contact Recorder

Active Directory

Aura Messaging

Desktop Support

Exchange

Workforce Management

Quality Manager

Intuity Audix

Presence Suite

Topdesk

Modular Messaging

Remedy

Call Copy

PROFESSIONAL EXPERIENCE

Telecommunications Engineer

May 2016- Present

CONVEY HEALTH SOLUTIONS SUNRISE, FL

As member of the Telecommunications team, participates in the overall strategic direction of the Telecom Dept. Implements and supports the Avaya Enterprise PBX (CM 6.3), contact center telephony infrastructure including Aura Messaging, CMS, Presence Suite, Verint Call recording and Quality monitoring applications supporting multiple call centers across the enterprise. This includes vector and vdn programming, agent creation

Voice Analyst 1

Sept 2015- May 2016

PALM BEACH COUNTY WEST PALM BEACH, FL

Provided legacy support for all Avaya PBX systems for Palm Beach County and their over 400 facilities. This included all programming, adds, moves, changes and troubleshooting of any ACD, vector, auto attendants, call agent or telephony issues. This includes over 70 Avaya CM systems (S8800, 8700, 8500, 8300 and Definity platforms, IP Office, Merlin Magix and Partner Systems).

Telecommunications Project Manager

March 2014- March 2015

IBM /CEMEX WEST PALM BEACH, FL

Provided Tier 2 Level Telecommunications support locally on the clients IP Office and for over 900 remote CEMEX plants in the USA and over 9,000 individual employees. Isolated troubles down to the vendor, which included (AT&T, Verizon, Earthlink, etc.), cable vendors and local Telecom companies, and opened tickets with those companies and scheduling a dispatch to the plants in need. Locally provided all adds, moves and changes on Avaya IP Office as well as setup of all Tandberg/Cisco video conferences. Additionally offered remote support through Avaya Management software for all adds, moves and changes at those remote sites utilizing VPN software.

Database Administrator/IT Support

SEPT 2013 - March 2014

LEGAL AID SOCIETY OF PALM BEACH COUNTY WEST PALM BEACH, FL

Provided Database Administration for various departments within Legal Aid utilizing the Legal Server software platform. Job duties also include running progress and quarterly reports for each department as well as spreadsheets totally up various goals. Additionally as IT Support, partially responsible for moves, adds and changes in the Avaya IP Office system as well as desktop support for the 108 end users. Support and changes for the various servers and network here as well as printer phone support. Day to day duties also entail Help Desk type support for telephony or desktop issues as they arise.

Telecommunications Specialist

SEPT 2005 – July 2013

QVC PORT SAINT LUCIE, FL

Provided first-level telecommunications support for 700+ end users. Performed troubleshooting on hardware, software and connectivity issues. Additionally supported WAN (Data Network), voice mail, telephony, PBX, VRU (Voice Response Unit), LAN (Local Area Networks), CTI (Computer Telephone Integration) and DMX (Digital Multiplexer). Performed moves, adds and changes as they were submitted through HP Open View. Challenged to provide timely resolutions to support end users. Performed as lead in launch of home representative program, involving set-up and end user training and support, and also filled-in as Manager of Telecommunications on an as needed basis. Participated as Telecommunications support for QVC On-Location events such as New York Fashion Week.

Senior Technician

Oct 1994 – Jan 2005

AVAYA HARTFORD, CT

Provided telephony support for end users. Performed troubleshooting on hardware, software and connectivity issues at various large business and/ or small business accounts. Additionally, supported voice mail, telephone and PBX systems. Provided timely resolutions to support mission-critical application users. Installed Avaya Systems/ switching equipment, peripherals, application software and other vendor products into fully integrated systems. Installation of terminal transmission products such as modems, channel service units and DS1 interface applications. Provided on-premise maintenance support for products and services. Maintained intra/inter system wiring (including CAT3/CAT5), hardware, components and system/network software (including new wire installations.) Responsible for determining the applicable maintenance procedures required for fault isolation to a specific component.

EDUCATION AND CREDENTIALS

Three Rivers Community College Norwich, CT Industrial Electronics Certificate 1994

T-2 License (Limited Electrical Journeyman) State of Connecticut

Extensive training as a United States Navy Electronics Technician United States Navy



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