Executive Summary

With nearly ** years as a Telecommunications and Information Technology Technician, I bring a focused expertise in managing enterprise implementations and integration of Telecommunications and Network equipment. My skills include gathering, analyzing and defining business and functional requirements; installation and maintenance, designing/re-engineering processes, workflows and technology solutions for custom networks. Proven ability to lead seamless implementations and deliver technical solutions while maintaining workplace productivity.

Expertise Highlights

PBX Architecture and Design

Network & Systems Administration

Avaya Vector design

Software/Systems Implementations

Avaya Audix

Systems Security & Disaster Recovery Planning

Avaya CMS

Avaya AES Servers

Strategic and Tactical Technology Planning

T1/T3 installation and trouble shooting

Cisco Call Manager

SIP / IP Trunking

Distributed VoIP Services

MUX installation and trouble shooting

Project Management

PBX cabling and frame work

IP Telephony

Cisco Move add changes and new installations

Leadership and Effective communicator

Professional Experience

PSCI 2016 TO PRESENT

Dedicated to the state of Delaware to support all of Avaya PBX and Cisco Call manager hardware and adjuncts.

Worked with Cisco call manager in new phone installations, programming and break fix

BANK OF AMERICA – NEWARK, DE 3/24/89 TO 2016

AVP – VOICE OPERATIONS ENGINEER

Serve as trusted lead technical advisor to Consumer Banking Technology and Operations. Responsible for project and program specific architecture design, issues, and solution.

Provided leadership and deep technical expertise in all aspects of the design and application development for specific business environments. Focusing on setting technical direction on groups of applications to ensure system designs, business requirements and the architecture solution is well understood for overall delivery.

Design voice communication solutions for domestic Legacy TDM enterprise environments

Responsible for installation and maintenance of Legacy TDM Avaya PBX

Vector and VDN design in Legacy TDM PBX

Responsible for technical voice network installations and maintenance for access carriers (VZB, AT&T)

Test and turn ups on the DS1 and DS3 level

Design best in class routing designs for complex solutions that include IVR, ACD

Supported Integrated technologies such as Avaya, Cisco, Sonus Networks, Genesys, NICE

Lead and direct troubleshooting and triaging to identify problem resolution in escalated cases

Supported large-scale enterprise Legacy TDM and VOIP PBX

Managed Vendor Relations as part of the upgrades and trouble resolution

Acted as PBX Administrator for Bank of America Voice Network Infrastructure. Provided support with Voice Infrastructure team on Avaya products. Managed and designed multiple projects.

Participated in weekly meetings with Contact Center management, Technology Infrastructure, and Application Development teams

Contributed services for contractual agreements, RFP’s, technology request, and modification request to improve customer’s requirements

Other job responsibilities include cable terminating

Education

Claymont High School

Technical AT&T, Lucent, and Avaya

Sonus Maintenance

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