Avaya Telecom Support Engineer
Resume:
MICHAEL P. FORAND
https://www.linkedin.com/in/michaelforand
Berlin, CT
*******.*.******@*******.***
SUMMARY
Customer-focused voice technology professional / engineer with diverse background. Extensive experience partnering with customers to understand requirements and coordinate with technical resources to deliver effective business solutions. Strong contributor with highly valued creative, analytical, and technical problem solving and decision making skills. Recognized as successful team player providing conscientious performance with exceptional levels of service producing quality results in a challenging environment. Core competencies include:
• Dynamically Resourceful
• Quick Learner
• Effective Communicator
• Self-Motivated
• Team Player
• Cross-Functional Coordination
TECHNICAL SKILLS
Avaya Aura Experience Portal, Avaya Aura Contact Center, Avaya Aura Communication Manager, Avaya Aura Agent Desktop, Avaya Site Administration (ASA), Avaya One-X Agent, Avaya One-X Communicator, Red Hat Linux (self-taught), ARS, UDP, Route Patterns, Trunk Groups, VDN, Vectors; Avaya CMS Supervisor, Media Gateway, Avaya Aura Messaging, Intuity Audix, Message Manager, Polycom Video Conferencing, Microsoft (Outlook, Word, Excel, PowerPoint), Lync / Skype for Business, Lotus Notes, Visio, Adobe Professional, Internet Explorer, Firefox, AT&T Business Direct, Verizon Network Manager, Peregrine Service Center, REMEDY Service Management, BMC FootPrints
• Managed an Avaya Aura Experience Portal CORE application for client service, supporting 250+ agents across five primary contact centers. Maintained agent profiles and skillset assignments.
• Administered SIP-based AVAYA PBX with Session Manager / SBC, and centralized Aura Voice Messaging System. WAN-configured dial-plan for cost-maximized routing. and seven Polycom Video Conferencing Platforms installed across Home Office locations.
• Monitored and maintained stability of EPM, MPPs, and media gateways in CORE and for remote locations to ensure business continuity.
• Designed, developed, and implemented comprehensive call-flows for disparate contact centers spanning International boundaries.
• Configured all POTS, T1, and CO services flowing into regional trunk groups to support multiple locations.
• Performed front-line helpdesk support of technical issues for phone, fax and voicemail for over 2,000 users.
PROFESSIONAL EXPERIENCE
Tri-Com Consulting Group, LLC, Middletown, CT Aug 2017 – July 2018
IVR Specialist / Contact Center (Supporting: State of Connecticut, Dept of Social Services)
• Managed an Avaya Aura Experience Portal CORE application for client service, supporting 250+ agents across five primary contact centers. Maintained agent profiles and skillset assignments.
• Planned and coordinated with vendors and project managers performing upgrades to regional office systems to join to the Enterprise-wide voice network.
Haigh, Todd and Associates, Inc., Hopkins, MN 2016 – 2017
Contact Center Design & Delivery Consultant (Supporting: Optum, UnitedHealth Group)
• Co-built and organized call-flow documentation and Microsoft Visio diagrams for over 150 TFNs from PBX vector- scripting.
• Collaborated with project managers and design/delivery operations performing rollout of homegrown virtual agent software product.
Hewlett Packard Enterprise / HP, Inc., Hartford, CT 2008 – 2016
Technology Consultant – Avaya Voice Engineer (Supporting: Phoenix Life Insurance and Pegasus Solutions accounts)
• Administered AVAYA telephony network for Home Office and Internationally remote locations supporting 3000+ users.
• Designed, developed, and implemented comprehensive call-flows for disparate contact centers spanning Domestic and International boundaries.
• Coordinated system upgrades, IMAC activity, and technician labor as necessary.
• Maintained stability of media gateways at 4 LSP International remote locations to ensure business continuity.
• Configured all POTS, T1, and CO services flowing into regional trunk groups to support multiple locations.
• Managed headset equipment inventory and deployment to over 300 internal and remote employees.
• Implemented quarterly backup / reboot change control effort for host CM & adjunct systems.
Electronic Data Systems Corporation, Hartford, CT 2004 – 2008
Infrastructure Analyst – Telecommunications (Supporting: Phoenix Life Insurance account)
• Closure and Move-out of ENTIRE campus from Enfield, CT to Hartford, CT – 2000 users.
• Closure and Move-out of ENTIRE campus from Rensselaer, NY to East Greenbush, NY – 350 users.
• Ordering/Cancellation of all POTS, T1, and CO services to support both stated moves. Phoenix Life Insurance Company, Hartford, CT
PBX Systems Administrator 1999 – 2004
• Administered five AVAYA S8700 networked PBX switches, two Intuity Voice Messaging Systems, and seven Polycom Video Conferencing Platforms installed across Home Office locations.
• Coordinated four technicians to perform MAC activity for phone sets, modem/fax lines, headsets, adjuncts, specialty and upgraded phone models
• Ordered private-line/access T1’s, POTS, home office lines through SBC, AT&T, Verizon.
• Performed front-line helpdesk support of technical issues for phone, fax and voicemail for over 2,000 users.
• Coordinated with HR, Facility Management, and Switchboard Operators for updates to personnel directory and employee service issues.
Telecommunications Financial Analyst 1997 – 1999
• Processed chargeback of all vendor billings related to voice/data communications for 100+ accounts.
PROFESSIONAL DEVELOPMENT
• AVAYA Business Communications Systems
• Communication Manager Administration
• Avaya Call Center – Implementation
• AUDIX System Administration • Modular Messaging Administration
EDUCATION
Central Connecticut State University, New Britain, Connecticut Bachelor of Science, Management Information Systems Manchester Community College, Manchester, Connecticut Associate in Science, Data Processing
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