Manager Systems

KEITH PATTERSON

Douglasville, GA *************@*****.*** 678-***-****

Recognized for the ability to build trust with employees and customers. Specialized expertise with the installation and repair of communications devices: (PBX Systems, Servers Gateways, Routers, Switches, Voicemail Systems). The loading of software, firmware, and patches to all Servers, Gateways, IP sets, and voicemail systems. Worked positively with numerous military bases and Fortune 500 companies throughout tenure with Avaya and Lucent.

Certifications

CCNA (Cisco Certified Network Associate), IP Office Implementation Specialist, Aura Communications Manager,5.2.1 Implementation Specialist, CompTIA A+,CompTIA Network+, CompTIA Linux+, Windows Server 2003; Nortel Option 81, Nortel Communication Server 1000, Avaya Partner Systems, Merlin Communications Products, AT&T Spirit Business Phone Systems, Octel Messaging System 250 & 350, Intuity Audix System 5.5, Avaya Servers 8700, 8500, 8400, 8300, Avaya Gateways 860, 650, 600, 450, 350, 250,Vantage Systems (System 75, 85, Definity)

TECHNICAL SKILLS

Hardware Experience

IBM, HP, DELL, Cisco, Avaya Servers/Routers, Bay Networks, Avaya, Cisco Gateways/Switches, AC/DC, mainly Universal Power Supplies, Cat 5, 5e, 6, Fiber (Multi, Single Mode), Coaxial Cable,

Software

Merlin Communications System, AT&T Spirit, System Manager, Session Manager, Octel, Inuity Audix, Vintage, IP Office Systems, SP6.3, AES Server, Aura Communications Server, Wire Shark.

PROFESSIONAL EXPERIENCE

OnePath, Kennesaw, GA 2016-2017

Tier II Telecom Support

At One Path, I would take live calls from field technicians. To help trouble shoot systems while on Customer’s site. To resolve high maintenance issues. We also documented step by step procedures to repair customer’s outages, and kept the customer informed of each step in our progress.

Backup and restores, configures and troubleshoots 3rd party’s legacy phone systems.

Troubleshoot Cisco systems, POTS lines, IVR issues.

Preprogrammed phone ports in Avaya, and Legacy phone systems.

Phone types: Avaya 4600 and 9600 series, Lucent, Cisco 7900 series, Nortel, Panasonic, AT&T

Open tickets with LEC (Local Exchange Carrier)

Provide phone system provisioning for new / replacement equipment

Contacts Customer and Field Engineers to triage phone system issues

Disaster recovery restoration on Legacy phone systems

Detailed documentation and clear effective verbal and written communication

Avaya / Lucent Technologies San Diego, CA 1996-2015

System Technician

As a System technician, my duties would include installing various phones systems, and maintaining they’re operation. Also networking the devices into the Cisco backbone structure. All which includes:

-Programming system to customers’ design.

-Installing the cabling that connects to the system and the jacks as well.

-Placing and programming the IP sets, and legacy sets.

-Loading of software, and patches.

-Training for Customer’s usage of system.

-Use of network devices for trouble shooting (IE: meters, buttset, flashlites, four pair wire testers, and Wire shark analyze.

-Assigning ports on Cisco switches and Routers.

-Securing ports on all Servers, Switches, and Routers

Performed operations, maintenance, and support for wireless network Access Points

Setup Avaya Soft phones and the accounts

Communicated with customers to resolve problems, and escalated complex issues to leadership

Acted as the liaison between customer operations personnel and customer support team

Fulfilled work orders and service calls to install, maintain, and repair equipment and peripherals

Utilized basic and specialized testing equipment to diagnose, analyze, and resolve problems

Setup, assembled, installed, configured, and modified hardware and software for regular use

Maintained all relevant work order documentation, technical schematics, and diagrams

Supported projects requiring on-site support in order to ensure successful completion

Documented system and equipment repairs, and changes according to operating procedures

Consulted with client department representatives, service providers, vendors, and staff

AT&T, Milwaukee, WI 1986-1996

International Telephone Operator

Connected local, long distant and international calls

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