Manager Engineer
Resume:
Christine Anne E. Abriam
**** ************ ***., ******* ** 94536
*********.******@*****.***
Education:B.S. Computer Science
California State University, East Bay
Batch 2005
Qualifications:
I have worked in the Telecom/IVR industry for 13 years. My work experience include administration/configuration of - Avaya PBX, CM, SM, SMGR, CMS, ESS, LSP, AES, AVP, IVR, AIM, Blue Pumpkin, CAS, CallCopy, Nfocus, Screenpop, Click2Call, Click2Dial, Unix, SQL, Nortel, Cisco Voice Gateway, Avaya IP Office, Chronicall, 3COM NBX, VCX, Genesys Composer, Genesys Administration, Genesys Administration Extension, Segue, Cisco UCM, Cisco Unified CCX and Cisco ICM Internet Script Editor. I also worked with multiple vendors - Avaya, Verint, NICE and Genesys in planning upgrades and/or system migrations. I have also worked as a Network Operations Center Administator (while being a Sr. PABX Administator) who worked with clients during Telecom related change activities and outages. I constantly challenge myself to learn new things and always strive to be good at it. I speak English and Tagalog (Filipino) fluently.
Telstra (under contract to Dirawong)
Taguig City, Philippines July 2018 – December 2018 Genesys Systems Engineer
- Migration of Stat Server, Load Distribution Server, Database Server, Configuration Server and Data Sourcer to new environment
- Genesys system inventory and evaluation
- Process development and documentation
Acquire Asia Pacific
Pasig City, Philippines August 2016 – May 2018
ICT Unified Communications Administrator (Genesys IVR)
- Design/develop/analyze/modify Genesys call routing scripts (using Eclipse Composer Design) according to business requirements
- Configure/modify DN assignment(s) in Genesys Administrator as break fix solution
- Configure/modify GAX parameters to correct routing issues as break fix solution
- Configure/manipulate/modify call routing Genesys transaction table and/or routing server
- Configure/modify DID number routing in the routing server
- Configure/update Segue skill groups information
- Analyze SIP/ORS/URS logs
- Test/trace each condition of a new call routing scripts via client provided web service(s) before rolling out a change. This is also done when the operations report call being misrouted.
- Test/isolate/analyze API results when the operations report CSAT not reflecting in their reports or when an agent does not have CSAT scores
- Investigate/isolate/reproduce if possible call related issues to resolve business impacting issues
- Create/implement system as break fix solution to business impacting call routing related issues, when approved
- Coordinate/test with the business and other IT staff (Service desk and Implementation Manager team) before and after a change was implemented
- Assisted other IT teams with the completion of post mortem reports as needed
- Analyze/investigate/isolate/reproduce if possible, IVR and ACD related issues in various platforms – Genesys, Segue, Cisco, VICIdial
- Create/maintain/discuss playbook with other team members for successful knowledge transfer efforts
- Resolve (telephony) trouble tickets with SLA
- Analyze/develop/modify Cisco ICM VRU and ICME call scripts
- Cisco phone administration
- VICIdial administration
SunEdison (under contract to The Judge Group)
Belmont, CA May 2015 – March 2016
Sr. Telecom Specialist
- Troubleshoot voice quality issues
- Modify call routing in AVAYA IPO
- Modify PBX IP address during network re-IP project
- Analyze/decommission/migrate translation routes from 3COM to Avaya
- Chronicall administration
- Network utilization monitoring in Solarwinds
- Configure phone extensions and voicemail in Avaya IP Office, 3COM NBX and VCX
- PBX maintenance (Avaya and 3COM)
- Coordinate/manage upgrades and migration with the company’s (Avaya) vendor Google Inc. (under contract to Wipro Limited)
Mountain View, CA December 2013 – May 2015
Contact Center Operations Support - Avaya
- Configure/test/implement VDN, vector, variables, hunts for site build outs in S87xx and Aura
- Configure SIP and H323 phone extensions, agent IDs via XML in Aura
- Configure CMS/Nfocus and CallCopy profiles for site build outs
- Configure/isolate/modify Avaya Queue Monitor dashboards (UNIX)
- Configure/isolate/modify Screenpop profiles
- Analyze historical data in PLX to troubleshoot CTI related issues or call quality issues
- Troubleshoot CTI applications related issues – Click2Call, Click2Dial, Screenpop (CTI logs)
- Troubleshoot call routing issues involving IVR, AES, CM, CallBack Assist
- Troubleshoot call quality issues involving SIP trunks, SMGR, SM, M3K
- Update incoming call handling table in the PBX (S87xx)
- Interface/troubleshoot with vendors to schedule a maintenance or resolve outages
- Troubleshoot with customers when they report an issue Convergys
Makati City,Philippines November 2011 – December 2013 Sr. Associate, Voice Network Services
- Evaluate, analyze, recommend and schedule firmware board upgrades – Analog, DS1, VAL-BD, CLAN, Medpro, MAPD, IPSIs across more than 10 sites across the globe using AIM Software Update Manager
- Project planning (build outs and transfers)
- Basic Nortel administration
Telus International
Pasig City, Philippines October 2006 – October 2011 Sr. PABX Administrator
- Maintenance(firmware upgrade)/installation/configuration/troubleshoot of the Avaya telephony hardwares - DS1, CLAN, Medpro, MAPD, IPSI on S8700.
- Configure/implement/modify/troubleshoot VDN, vector, hunt groups, COR, COS, call routing, incoming call handling treatment, AAR/ARS analysis, route patterns, signaling-group, ip-network-region, ip-codecs
- Upgrade Avaya Software version (S8700/S8720)
- Configure/troubleshoot TDM trunks
- Configure/maintain/troubleshoot CMS and CMS HA servers. I ensured that Blue Pumpkin received complete real-time adherence, historical reports and ECHI data
- Interpret CMS error logs to resolve CMS outages
- Configure/maintain/troubleshoot of Call Accounting System (CAS, call history logger). I ensured all CDR links were up, CAS server received complete raw data from the PBX and, rate table and phone manager were set up and updated.
- Configure/maintain/troubleshoot adjuncts in AES. I ensured all CTI links that connect to Witness/EQB call recording were up and redundant.
- Analyze/schedule/coordinate AES patch upgrades with the vendor.
- Setup (Avaya)/collaborate with Network team in configuring IP trunks, voice classes, session target priorities and dialing patterns in the Cisco Voice Gateways
- Create Avaya Disaster Recovery Plans
- Implement critical changes/emergency maintenance i.e. PBX re-configuration, PBX (cold/warm) restarts, CMS failovers, LSP failovers
- Project planning with vendors i.e. equipment purchase, capacity planning, software updates and upgrades.
eTelecare Global Solutions (under contract to Diversified Technology Systems, Inc.) Makati City, Philippines June 2005 - September 2006 Telecom Specialist
- Physical installation/termination of analog and IP phones to 110 block and network switch.
- System configuration on S8700 and S8300, CMS, IVR and voicemail.
- CM administration of agent login IDs, authorization codes, phone extensions, route patterns
- CMS dictionary administration – login identifications, VDNs, split/skills, call profiles
- Call Center systems monitoring for uninterrupted Call Center operation
- Vendor coordination to troubleshoot Telco issues, third party applications
- Labeled telecom hardware in the Data Center
Training / Certification:
● Call Accounting System Training, August 2006
● ACA (Avaya Certified Associate), August 2007
● CTP (Convergence Technologies Professional) Certified, August 2007
● Troubleshoot and Maintain IP Telephony Workshop, Avaya University Singapore, October 2008
● Specialist - IP Telephony Implement & Support Exam, March 2010
● Voice Gateway Training, April 2010
● Six Sigma Training, April 2011
● ITIL Training, December 2012
● Cisco CUCM Bootcamp, July 2015
● Genesys Framework, Routing and Reporting Foundation Training, January 2017
● Genesys eServices Foundation Training, January 2017
Contact this candidate