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Engineer Customer Service

San Jose, California, United States
August 23, 2018

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Truyen Ngoc Tran

****-*** ******* **** - *** Jose, CA. 95112

Cell: 408-***-****


Avaya Certified Implementation Specialist / Infrastructure Services Analyst

Summary of Qualifications

Well developed analytical “trouble shooting” skills and promptly taking corrective action

Deep experience of the software and hardware for the following systems:

Aspect ACD, AVAYA PBX, CMS, PC setup and installation

A quick study; adapt easy to new computer environments


County of Alameda, Oakland, CA

Infrastructure Services Analyst

Information Technology Department 2016-Present

Manages installed telephone, voice messaging and computer telephone systems and services, voice and data distribution systems and new requirements for a wide range of telecommunications projects. Reviews and processes the more complex requests for telephone service. Serves as technical resource to Division Coordinators, clerical staff and other technical support staff.

Plans, implements, and manages the more complex telecommunications system installations; conducts on-site surveys of large leased and owned County facilities to determine requirements for the installation of communications systems. Develops written specifications and requirements as directed by management. Inspects installation for compliance with plans and specifications and resolves discrepancies.

Works with user departments to analyze needs, identify options and costs and develop support plans for telecommunications services and installations; develops system design, writes design specifications, prepares space plans for equipment rooms, MDFs (Main Distribution Frames) and IDFs (Intermediate Distribution Frames). Develops written recommendations which may include cost benefit analysis.

Reviews specifications and requirements for construction documents and work

required of Building Maintenance Department, GSA architects or outside contractors. Reviews and edits space plan drawings; coordinates with project managers and contractors.

Prepares technical specifications for telephone equipment and associated cabling for assigned projects. Prepares Requests for Information, Requests for Proposals, Requests for Quotes, cost analyses, recommendations, reports, and assists with the preparation of Board of Supervisors Letters. Directs the activities of vendor staff as needed.

Prepares telephone service cost estimates for assigned County departments; forecasts project expenditures and resolves billing issues as they relate to projects or specific extensions; resolves installation and other service problems; assists in budget preparation and expenditure forecasts to accommodate changes in telecommunications services.

Directs projects for ancillary systems interface and upgrades, moves, and installations, including interactive voice response, voice messaging, call accounting, automated attendant and call center applications. Directs projects that transition to new or changing telephony platforms including VoIP (Voice over Internet Protocol), Unified Messaging, extending or bridging PBX features and functionality to cell phones, VolP softphones and related technologies.

Provides technical feasibility studies for diverse telecommunications applications; evaluates vendor products and departmental business processes as they relate to voice communications. Makes written recommendations and implements solutions. Provides guidance for County departments in setting up call centers and computer telephone systems.

Uses the internet, vendors and other resources to do required research on telephony and related technology, industry trends and business requirements; writes reports using collected information and makes recommendations.

Installs and tests telecommunications application software on user workstations. Assists departments with preparing procedures and training on the new applications.

Reviews work of the Telephone Services Coordinators and contract staff relating to assigned projects.

Acts as back-up to the County 911 Coordinator during his/her absence to provide overall management responsibility of County-wide 911 projects. As back-up conducts user group meetings for information dissemination to 911 Center managers; reviews and guides work of support staff to ensure that the 911 master Street Address guide is updated and maintained.

Performs special projects; prepares project plans and schedules, spreadsheets, written reports, correspondence meeting agendas, tasks and minutes.

Develops and conducts in-house training programs for Telephone Systems Division staff. Trains user department staff in use of complex telephone systems and software to support call center administration, electronic key systems, and other adjuncts to the County voice network.

Oversees and manages vendors working on problems or repairs from initial identification of the problem through resolution; provide network design and programming information to vendors and County staff as needed to identify and resolve problems; queries voice platforms, vendors and other resources to identify source and scope of telecommunications problems.

Responds to major alarms and/or system outages on voice platforms and ancillary systems.

Manages the repair process on large scale, complex or persistent problems or critical systems through to problem resolution. Communicates status of repairs with managers, vendors and clients as needed.

Reviews and analyzes repair tickets and repair ticket trends to identify underlying problems; makes recommendations for changes to hardware, software and processes to prevent or reduce ongoing trouble reports and system outages.

Advantel Networks, San Jose, CA

Avaya Certified Implementation Specialist 2006-2016

Proficient in installation and maintenance of Avaya communication systems including TDM based technologies and converged technologies

Provides customer with on-site and remote installation and support: Communication Manager S8800, S87xx, S85xx, S8300 Media Servers; G650, G600, G250, G350, G430, G450, G700 Media Gateways, Definity G3R/Si/Prologix system support, Intuity Audix voice messaging system support, BCMR, CMS, IP Softconsole, OSPC, One-X Attendant, MBT, CM6 system platform, System Manager & Session Manager, CMM, Avaya provisioning software and IP networking.

Ability to diagnose trouble on T-1 circuits; ISDN/PRI, ISDN/BRI, E&M TIE, DID

Ability to troubleshoot IP telephony issues

Work with engineers to troubleshoot complex customer issues involving VOIP and other converged technologies

Troubleshoot connectivity issues to peripheral equipment such as CMS, IVR, and voice mail systems

Communicates with customers over the phone and at on-site locations to troubleshoot any issues, acting as a single point of contact for customers using the highest level of customer service

Works with engineering group in design, planning, layout, and configuration of Avaya communication systems and services

Interface with other vendors i.e. Carrier Service providers, 3rd party manufacturers

Works with Project Managers to develop project plans and timelines, assist in tracking milestones, supports escalations and available to supply job status in project meetings

Works with other field personnel in installation, configuration and integration and handles any related technological support from customers

Installs, repairs and troubleshoots customer service orders

Ability to work effectively with co-workers and fulfill customer requests

Ability to clearly define and explain technical issues to customer

Will be required to be on call during scheduled period

Willing to learn new technologies and new products

Provide any other support to ensure SKC operates up to standards on a daily basis

Aspect Software, San Jose, CA

Engineering System Administrator 1992-2006

Managed Aspect Mission critical Call Centers used by R & D, partner labs, and customer support center

Crucial part of the success in Hardware Engineering working with design engineers to create prototype boards then rework, program and perform validation testing on them.

Support Avaya products such as G3R PBX, G3si PBX, CMS, Avaya Enterprise Class IP Solutions (ECLIPS).

Support is including install, configure Digital and IP Phones in labs and offices. Setup call routing between Aspect ACD and Avaya PBX, within and outside PBX.

Provide comprehensive and timely Automatic Call Distributor (ACD) and client/server technical assistance to Product Creation engineering staff.

Support is including install, configuring, diagnosing and repairing lab equipment/systems, including Aspect products and associated telephony and computer networking equipment.

Performing rapid conversions of ACD between operating environments, establishing Network Inter Queue, Loading operating system builds, and configuring ACD switching shelves (SS) and ACD databases.

Assist in identifying, developing, and implementing new procedures, support tools (hardware and software), and diagnostics, as well as provide cross training to Development and Lab Operations Staff to improve operational effectiveness.

Use preventative maintenance and revision adherence programs for all equipment, as well as utilize inventory control procedures, budgetary tracking, and related logistics systems to provide efficient, cost effective operations.

Assisted and provided input for updating the ACD Test Procedure.

Worked frequently with test engineer to resolve both product and process problems.

Assisted the Repair dept in upgrade their system to Rel 7.

Providing training for new test technicians on second shift.

Maintain, repair Agility Test Station, RSC Test Station, and System Test Capital Equipment.

Perform inspection, final testing Aspect Call center, Remote Staff Center.

Participate as a member of the Manufacturing Test Process Team to share the organizational and administrative responsibilities in the department.

Provide technical support and organizational guidance to make continuo’s improvements in key processes, techniques, procedures and have submitted several recommended process changes to test engineer.

Maintain and update test procedures along with new software release, software matrix, NA and International "generic" configurations.

Complete all necessary documentation and transactions for the tracking of mechanical and functional failures' data, sales order data.

Perform inspection, testing, fault isolation and/or repair of printed circuit board assemblies, electro-mechanical assemblies, peripherals, subcontracted and purchased assembly's component parts.

Perform off-site and source inspection.

Provide technical support in finding the root cause of problems by working with test engineer and test process team in resolving and eliminating of PCBs' problems.

CXR Telecommunications, San Jose, CA Manufacturing Technician III 1987-1991

Worked frequently with test engineer to resolve both product and process problems.

Maintain, test, troubleshoot and repair PCBs, power supply.

Calibrate and final test Telcom products.

Halcyon A Torotel Company, San Jose, CA

Manufacturing Technician 1983-1985

Test, troubleshoot and repair PCBs.


Completed High School, - Diploma 1974-1980

Certificate in Electronic Technician 1983

Certificate in Microcomputers & Microprocessors 1995-1997

Certificate in Avaya System Administration 2000

Certificate in Avaya CMS Administration 2001

Certificate in OSPC / One-X Attendant Implementation 2010

Avaya Certified Specialist Implementation - IP Telephony (ACS) 2010

Avaya Certified Specialist Implementation (ACIS) 2011


Chris Green 408-***-****

Rudy Doria 408-***-****

Joel Perez 650-***-****

Robert Quezada 408-***-****

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