Clint Bingham

acsy7i@r.postjobfree.com

acsy7i@r.postjobfree.com

**** ******** *****, *******, ** 34698

727-***-****

CAREER SUMMARY

Service-oriented, self-motivated, seasoned IT professional with over 17 years of formal experience in Telecommunications Industry, knowledgeable on a wide variety of platforms and environments. Efficient and detail-oriented with demonstrated ability to interact effectively with peers and clients in a fast paced environment.

SUMMARY OF SKILLS

Avaya Systems: Communication Manager - both IP and TDM platforms, System and Session Manager, Modular Messaging, one-X Agent CAM, AES, ICR, CMS, IQ, AEP, Intuity Audix, Definity Audix, H248 Media Gateways, G650 Media Gateway, Acme SBCs, Cajun Layer 3 Switches, 46xx/96xx IP phones.

Advanced vectoring and call flow design, including use of Avaya Expert Agent Selection and Business Advocate call center features.

Avaya IP Agent, One-X Agent, CMS Supervisor, ASA and ProVision

Operating Systems: Microsoft Windows Server 2003, 2008, Microsoft Windows 98, NT Workstation, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, Linux, UNIX

Microsoft Office Suite 2003- 2013 Visio 2007-2013, Outlook 2003-2013

Nectar, Prognosis, Net QoS Observe, Wireshark

NICE Perform, Etalk Qfiniti

Cisco IOS

WORK EXPERIENCE

Core Voice Design & Build Engineer III

ADP, Inc. – Global Network Services, Roseland, NJ Feb 2014 to Present

Contract to ADP through Matlen Silver

Provide design documents for implementation of Core Voice products for various call center migration projects involving Avaya Aura applications, such as Communication Manager, System/Session Manager, Application Enablement Services, Aura Messaging, one-X Central Management (CAM), etc., to ensure that implementation adheres to best practices and GNS Architectural standards.

Provide tier 3 support for Avaya products in the Core Voice infrastructure.

Write and maintain operational and support documentation for projects for handoff and knowledge transfer after “go live.”

Migrated and decommissioned 20 legacy AES systems onto new centralized platforms.

Migrated a dozen sales offices from legacy CM to new centralized platform, and decommissioned unnecessary and legacy hardware. As well as migrated their local ISDN trunks to centralized SIP trunks.

Helped set up SIP trunks to all of ADPs satellite stand-alone PBXs that are SIP capable.

Updated SIP trunk configurations on several legacy systems to conform to latest ADP standards.

Integrated Microsoft Lync with Avaya AES for Click-To-Dial capability.

Set up Nectar RIGs for six new Communication Manager and CMS platforms.

Provided Call Center Design for several projects.

Participated in several efforts to re-design media resources to optimize balance and performance during peak seasons of Open Enrollment and Tax Preparation.

Participated in implementation of e911 platform.

MTS III Systems Consultant & Systems Engineer

Verizon, Temple Terrace, FL April 2011 to January 2014

Contract to Verizon through Infovision November 2008 - April 2011

Install, upgrade, design and maintain Avaya Aura 6.3 Communication Manager and System Manager, and associated peripherals in a full VOIP/SIP environment

Lead Design Architect on project to enable Verizon to integrate Avaya ACDs with Cisco ICM to dynamically route calls between ACD environments and vendor ACDs based on configurable metrics to allow calls to be routed to the best available agent, bringing an annual cost savings of $20.7 million

Contributed to the development of a global web based reporting platform to standardize and centralize call data

Technical Project Manager for installation of new systems, as well as upgrades and migrations

Evaluate new products in a proof of concept environment, and determine if a business case can be made for said products to be beneficial and profitable

Plan, design, test and execute conversion of over 180 call centers from their individual TDM PBXs to a centralized IP ACD platform to provide a cutting edge Contact Center Solution

Provide Tier 2 and Tier 3 Support for day-to-day operations, as well as triage outages to system critical and call flow critical components to mitigate outages and manage issues from cradle to grave in support of over 16,000 call center agents

Configured AES servers for use with several protocols including DLG, JTAPI, TSAPI, SMS, CVLAN, and DMCC

Create, and provide explanation of custom CMS reports

Obtained broad knowledge of, and experience in Avaya Communication Manager, System/Session Manager, AES, IP Agent, One-X, Avaya IQ, Avaya Provision, Prognosis, Linux

Provide Call Center designs for “BAU” projects to meet the continually changing needs of the business Design work included Dial Plan, Hunt Groups/Skills, complex vector/VDNs, Business Advocate/Expert Agent Selection, and agent and station configurations using Avaya Provision, ASA and VAL Manager

Systems Application Specialist

Avaya, Saint Petersburg, FL/Highlands Ranch, CO August 1999 to August 2008

Provided production, design and architectural support to Avaya Customers

Provided support to field engineers, and Avaya’s high profile ERS customers (generally, Fortune 500 companies) ensuring adherence to the most stringent SLAs, while providing the highest level of customer service and case management

Provided complex call vectoring, and architectural design for Communication Manager, System & Session Manager, AES, and ICR

Ensured system design meets the hardware and software requirements as well as the business requirements as defined by the client

Installed software, equipment and cabling as well as provided installation support

Administration and support of Avaya’s voice and data equipment including routers, and layer 2 and 3 switches

EDUCATION

Stanford University – Center for Professional Development

-Advanced Project Management

St Petersburg College, Clearwater, FL

-Cisco Certified Network Associate

Metropolitan State College of Denver, Denver, CO

-General education

Arapahoe Community College, Littleton, CO

-Telecom and Datacom - Converged Technologies

CERTIFICATIONS

CCNA

Cisco Certified Network Associate

NET+

CompTIA Network Plus

ACA

Avaya Certified Associate

CTP

TIA/EIA Convergent Technologies Professional

CCNT

TIA Certified in Convergent Network Technologies

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