Avaya Techinical Support Engr

JOSE E. BARRETO

***** ********* ***** ****.

Germantown, MD 20874

Home Tel: 301-***-****

Mobile Tel: 407-***-****

Email: *********@*****.***

SENIOR TECHNICAL SOLUTIONS ENGINEER CONTACT CENTER Experienced professional with 30+ years in telecommunications industry, more recently as Technical Solutions Engineer, Contact Center, on the Federal Government with experience in the analysis, design and administration of voice, data, messaging and communications with .strong background of call center technology (PBX, ACD, MIS, VM, IVR, WFO, ACR, QM, DPA and CTI). Excellent verbal and written communication skills including training, presentation and negotiation. Bilingual English and Spanish.

PROFESSIONAL EXPERIENCE

ACT/Cross Telecom/ArrowSI and ConvergeOne. (Company Mergers/Acquisitions) Sr. Technical Solutions Engineer Contact Center 06/2006-present Same duties and responsibilities as described for Avaya /Lucent below VIABLE RESOURCES INC. 12/01- 06/2006

Sr. Contact Center Consultant

Same duties and responsibilities as described for Avaya /Lucent below. AVAYA INC. / LUCENT TECHNOLOGIES 5/1997 – 11/2001

Sr. Call Center Consultant

Provided integration of new call center technology and solutions for customers including contact center performance evaluations, call flow analysis, vector design, application integration, including call management system, and work force optimization, contact recorder, quality monitoring and system support training

Successfully engaged over 200 clients, providing system design interpretation and training for companies such as GE, Blue Cross & Blue Shield, AT&T Wireless, Time Warner, and GMAC. SPRINT FLORIDA 1972 - 1997

Internal Communications Manager (1987-1997)

Provided consulting and support to departmental clients. Developed solutions for telecommunication related issues, including multi-level network services and desktop solutions. Support. Managed a staff of 12.

Developed and executed programs and strategies, which contributed to the efficiency of the company through optimization of state-of-the-art communication technology, such as Centrex, PBX, ACD Voice Messaging, and Video Conferencing.

Marketing Sales / Sr. Account Executive (1980-1987) Responsible for sales of telecommunication network services and support of customer premises equipment, such as Key and PBX Systems.

Met and exceeded sales quota of $1.5 million.

Recognized as Sales Achiever of the Year, 1984-1985. PAGE TWO

EDUCATION

Associate of Science, Business Administration - Seminole Community College, Sanford, FL Security Plus Certified.

TECHNICAL TRAINING

Avaya Communication Manager (CM) Administration, Vector Design, Advocate, CMS/Reports, Security Plus Certified

Knowledge in MS Windows Programs including Excel, Word, PowerPoint MILITARY SERVICE

United States Army - Honorable Discharge

Customer Commendation and Company Management Available upon request

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