Darryl Rowe

acejfz@r.postjobfree.com

SUMMARY

Cisco VOIP / AVAYA VOIP / Interactive Intelligence System Engineer Analyst

with expertise in CTI planning, design and implementation of

Telecommunication activities. Working with ACD, Vectoring and CMS, IVR

applications in corporate and call center environments. Field Engineer

working with HP and Cisco routers remotely and on site performing service,

MAC and installations on VOIP and PBX systems. Field Engineer installing

and migration of Cisco VG Series Gateways.

EXPERIENCE

CompuCom 2/14 - 6/14

Cisco VOIP System Engineer

. Install Cisco VG Series Gateways.

. Provide technical support for Cisco Unified IP Phones 640-460 Series.

. Install and activation of WIC cards for Cisco Router.

Verigent Communication 6/13 - 1/14

AVAYA VOIP System Engineer.

. Install and activation of Avaya G430 Gateway.

. Hardware Installation for ACME E-SBC "HP DL120" server.

. Installation and support for AVAYA 9650 phones.

Pacific Pulmonary Services 2/12 - 5/13

Interactive Intelligence System Engineer / Shoretel VOIP System Analyst

. Install and configure IP PBX systems, Shoretel and Interactive

Intelligence.

. Development of design templates for new Automatic Call Distribution

configurations, call flow templates, testing checklists, etc.

. Gather requirements from business teams to expand current call centers

or build out new call centers.

. Support the installation, maintenance and troubleshooting of Voice

Portal IVR system.

Exponent 6/11 - 10/11

AVAYA G3si / Toshiba System Engineer

. Provided day-to-day technical supporting for AVAYA G3si PBX and

Centrex.

. Provided remote technical supporting for Toshiba DK phone systems.

. Incident Management - Resolve incidents related to call routing,

carrier issues or programming-related incidents and voice quality

issues.

. Provide Incident and Problem Resolution through coordination of Third

Party Resolution activities (e.g. PBX systems provider)

AAA Insurance 2/04 - 2/11

AVAYA VOIP System Engineer / Analyst, VOIP Avaya System III Engineer /

Centrex

. Manager responsible for G3si to VOIP G350, G700 AVAYA VOIP Systems.

. Managed project for converting 103 district offices responsible from

G3si to VOIP G350, and G700 AVAYA VOIP gateways.

. Tier 3 Support - Provide Tier 3 escalation support to ITOC for

applications such as NICE Call Recording; Call Management System

(CMS); SIP and TDM Trunking; CTI, AVST, IVR, Predictive Dialer, Click

To Dial, Sales Force Dialer, Application Enablement Service, ACCCM,

etc.

. Perform upgrades and firmware updates to voice applications and

adjuncts.

. Perform Change Management activities.

. Detecting, analyzing, and preventing potential incidents with regular

checks.

. Conduct maintenance activities according to maintenance plans,

schedules, and provide maintenance reporting.

. Ensure adequate configuration backups, testing, and recovery for Voice

Systems Equipment.

Montgomery Securities/Nations Bank 6/96 - 12/03

Project Manager / G3si Avaya PBX Administrator

. Provided day-to-day MAC service on AVAYA G3si and Centrex systems

including adds, moves and changes for 1500 users.

. Programmed Octel Overture 250 voice mail system.

University of California Office of the President 11/95-12/95

Rolm Voice Technician / Teleconferencing / System Programming

. Scheduled 20 to 30 teleconferencing connections daily between

California University classes and corporate meetings using Polycom

systems.

. Provide day to day support for NEC / Northern Telecom phone systems.

Charles Schwab 11/91- 4/95

Project Manager / Telecommunications Analyst / Consultant

. Install and maintain Rolm Siemens telephone equipment.

. Responsible for voice and data cabling, adds, moves and changes.

. Configured and installing telephone, analog and digital equipment on

site and remotely.

TECHNICHAL SKILLS

Telephone Switches: Cisco VG Series Gateways; Cisco Unified IP Phones 7900;

AVAYA VOIP G350, G700; PBX G3si; Legacy; Shoretel VOIP; Siemens; Northern

Telecom; Toshiba DK; Centrex; Panasonic; I3.

Voice Mail: NICE Perform 3.1; Octel & Overture 250.

Computer Programs: E911 Red Sky, Outlook, Word Perfect, Excel, Power Point,

Certifications: Avaya Vector, WCR, NICE, Interactive Intelligence.

EDUCATION

De Anza College

9/81 - 5/84

Associate Degree Music

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