Technical Support Software
Resume:
BRETT AVERY
Lawrenceville, GA 30043
************@*******.***
PROFESSIONAL SUMMARY
Motivated and personable professional with over 10 years of experience
providing voice, data, network and PC/laptop/desktop support. Talent for
being able to quickly learn various technologies. Diplomatic and tactful
with professionals and clients at all levels.
SKILLS SUMMARY
. Microsoft Dynamics: CRM 2011 Customization and configuration certified
(Certificate# 8941348).
. Microsoft Products: Windows95/98/NT/XP/2000/Vista/7 Operating Systems,
Microsoft Exchange, Microsoft Office Suite.
. Avaya Products: SL1, Meridian 1 Option 61C, Aura, System75, Sytem85,
Definity G3x, 87XX, 8800, G450, G650, AES Servers, CMS3.1, CMS Supervisor
V14, Audix, Intuity, Modular Messaging, Meridian Mail, Octel Branch, IP
Agent, One-X, ASA, Call Pilot, OTM, Symposium.
. Cloud Products: Hosted PBX, Hosted Microsoft Exchange
PROFESSIONAL EXPERIENCE
Intermedia.net
Mountain View, CA
VOIP Technical Support Specialist (August 2013 - Present)
. Troubleshoot and resolve telecommunications-related problems, which
may include training and instructing customer on the use of various
services.
. Receive and Process Local Service Requests for Local Number
Portability. Activate, Disconnect and Modify third party access.
Process New. Change and Disconnect requests for Telephone Numbers,
CNAM and Directory Listings.
. Provide input and present information related to Cloud PBX services
and procedures and participate as a team member on the development of
Cloud PBX delivery solutions.
. Responsible for accepting all orders, verifying accuracy and
completeness, providing customer support as needed.
. Responsible for effectively communicating with Sales, other
Departments or the customer for required information and documentation
in order to proceed with the order.
. Ensure customer expectations are set accordingly throughout the order
lifecycle.
. Perform other job-related duties as assigned.
Emory University
Atlanta, GA
Coordinator III (July 2012 - November 2012)
. Administrator via Avaya ASA on an Avaya Aura PBX with G450s and G650s
performing adds, moves and changes of VDNs, announcements, stations,
holiday schedules, hunt groups and cover paths, agent ids.
. Administrator of Unified Messaging via the MS Lync Exchange Messaging
Console.
. Transferring Avaya vector documents into MS Visio diagrams.
. Creation, updating and working of work orders and incidents in MySoft
and ServiceNow ticketing systems to perform and handle trouble, add,
move, delete and change tickets
. Creation of vectors to handle call flows.
BRETT AVERY
1205 Fountain Cove Lane
Lawrenceville, GA 30043
************@*******.***
Results Technologies
Kennesaw, GA
Senior Telecom Engineer (September 2008 - June 2011)
. Administrator on an Avaya S8700 & S8800, Aura PBX with G450s, G650s,
CMS3.1 and Modular Messaging voicemail.
. Administrator of Scripting tool and predictive dialer on Altitude
server, Contact Center Operations application, campaign set up, access
line creation, agent adds and deletes. Troubleshoot and maintain
Application and outbound dialers.
. Supporting 12 call centers in the US, Dominican Republic and Manila
with over 5,000 agents.
. Configuration of trunk groups, hunt groups, coverage groups, coverage
paths, auto attendants, skills and VDNs.
. Vendor management of vendors BellSouth/AT&T, Avaya, Verizon, Paetec,
PNG, Nobel. Experience work with TeleX.
. Add, delete, change and troubleshooting of Vectors, extensions, Music
On hold, stations etc.
. Installation, support, backups and troubleshooting of Avaya CMS (Call
Management System) software.
. Run and maintain Avaya AES servers, Web license servers
. Maintaining various Telecom databases.
. Support, setup and programming of Avaya Flare video conferencing.
. Responsible for Data center wire management and add/remove and
changes.
. Train and supervise offshore Telecom Avaya team. Training includes
Avaya, Altitude app server, Altitude Call Classifiers, AES, and CMS,
Adtran Muxes.
Atlanta Housing Authority
Atlanta, GA
Senior Telecom Analyst (December 2007 - August 2008)
(Representing Vector Consulting)
. Administrator on an Avaya S8710PBX with CMS3.1 and Modular Messaging
voicemail utilizing Avaya Site Administrator.
. Supported 400 office personnel and a call center with 40 agents.
. Responsible for employee moves, adds, changes and delete in CMS, the
PBX and Modular Messaging voicemail systems.
. Vendor management of vendors BellSouth/AT&T, Avaya, VanRan and
Witness.
. Add, delete, change and troubleshooting of Vectors, VDNs, hunt groups,
cover paths.
. Installation, support and troubleshooting of Avaya CMS (Call
Management System) software.
. Troubleshooting, Punch down/terminating and testing of dial tone.
BRETT AVERY
1205 Fountain Cove Lane
Lawrenceville, GA 30043
************@*******.***
BlueLinx Co
Atlanta, GA
Senior Technical Analyst (March 2005 - December 2007)
. Administrator on an Avaya Definity G3r PBX with Audix voicemail
utilizing Avaya Site Administrator
. Supported two call centers (Atlanta, Denver) with 800+ agents, 200+
office personnel and 65 remote sites with 3000+ users.
. Responsible for the installation of IP Agent software on remote agents
PCs.
. Remotely supporting over 3000 users and 15 IP Agents utilizing both
Hyena and Net Meeting.
. Responsible for employee adds, moves and changes in CMS, the PBX and
Audix systems.
. Vendor management of vendors, Sprint, BellSouth, Avaya, US LEC.
. Add, delete, change and troubleshooting of Vectors, VDNs, hunt groups,
cover paths.
. Installation, support and troubleshooting of CTI software (Intuition,
Soft phone Agent)
. Installation, support and troubleshooting of Avaya CMS (Call
Management System) software
DS WATERS
Atlanta, GA
IT Administrator (September 2002 - October 2004)
. Administrator on a Nortel Meridian 1 Option 61C PBX, Call Pilot, OTM,
Symposium and Meridian Mail Voicemail System, also responsible for all
adds, moves, changes with over 100 agents, 7 supervisors, 3 managers
and 1 call center director.
. Coordinated all vendor and contractor visits related to the facility.
. Maintained facility equipment (i.e. fax machines, printers, HVAC, UPS,
PBX, Servers, plumbing, lighting, electrical).
. Managed PC installation and all PC appropriate software.
. Coordinated the troubleshooting process for LAN/WAN issues.
. Responded to PC related problems pertaining to hardware and software
installations, software upgrades, software patches, virus software and
software removal.
. Resolved local and long distance T1 issues.
. Assisted with telephone LEC's/CLEC's and Long Distance Carriers to
resolve local and long distance carrier concerns (BellSouth, Sprint,
AT&T, US LEC, Verizon).
. Provided administration for Witness Systems Recording software as well
as troubleshooting and data management
AIRTRAN AIRWAYS
Atlanta, Georgia
Voice Consultant (August 2000 - July 2002)
(Representing Ajilon)
. Provided administration for an Intecom Series E PBX system.
. Managed adds, moves and changes, building hunt groups, ACDs, COS and
adding, removing call center agents.
. Administration of Centigram voicemail systems, AVAYA Partner/Lucent
Legend Key systems.
. Managed IVR and two call centers with over 300 agents.
. Worked with telephone LEC's/CLEC's and Long Distance Carriers to
resolve carrier problems.
. Responded to all outages on an around the clock 24/7 basis.
. Provided technical solutions for issues with DS0's, DS1's, ISDN
PRI/BRI Digital, T1s and T3s.
. Supported Sprints Route Allocation software.
BRETT AVERY
1205 Fountain Cove Lane
Lawrenceville, GA 30043
************@*******.***
SPRINT IPDIAL
Atlanta, Georgia
Network Operations Center Specialist / Consultant (December 1999 - July
2000)
(Representing Apex)
. Performed reactive and proactive fault isolations on the corporate and
ISP TCP/IP and X.25 network.
. Provided 2nd level technical support of US Robotics/3Coms' Total
Control Chassis for IP Dial-Up services.
. Monitored Frame Relay circuits via HP OpenView, tracking all scheduled
and unscheduled maintenance as well as all other outages.
. Provided technical support and configuration of Cisco routers
(2505/2507), as well as 3COM/USRobotics Total Control Hub chassis with
quad modem cards and hyper chassis.
. Worked with telephone LEC's (Local Exchange Carriers) and Long
Distance Carriers to resolve carrier problems.
. Resolved issues pertaining to DS0's, DS1's and ISDN PRI/BRI Digital on
Nortel DMS100/500, SS7, Siemens EWSD and GTD5 and ATT5ESS.
Training
. Microsoft Office Suite Training
. Windows95/98/NT/XP/2000 Operating Systems
. Microsoft TCP/IP on WindowsNT4.0
. Supporting Microsoft Exchange
. ISO9000, Six Sigma, Malcolm Baldridge Training
. Building Effective Customer Relations
. VAX/VMS System Management
. VAX/VMS Utilities and Commands
. Meridian 1 Options 11-81C Familiarization x11
. Meridian Mail Overview
. Meridian 1 Options 11-81C Release 25 Familiarization
. Meridian 1 ACD Features
. Nortel Networks OTM (Optivity Telephony Manager) Release 1.2
. Database for Technicians X11 release 25.40/X21 Release 1.1
. Symposium Call Center Server Release 4.2
Certifications
MS Dynamics CRM 2011 - Customizations & Configurations (Certification #
8941348)
REFERENCES
Furnished upon request
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