Avaya System Operational Engineer

Annette Mercer-Bradshaw

Richmond, Virginia *****

Cell Phone: 804-***-****

************@***.***

OBJECTIVE

To play an integral role in a global marketplace that will enable me to demonstrate and continually develop my skills, knowledge and leadership abilities.

QUALIFICATIONS and SKILLS

Resourceful and energetic manager with extensive expertise implementing telecommunication systems, system designs, on-site field support and customer service for technology-based companies. Strong analytic, project management and leadership skills with the ability to multi-task and achieve consistent results according to performance standards. Major strengths include the ability to work independently, quick learner and eager to share knowledge with peers.

EMPLOYMENT

10/2011 - 07/2016 Avaya System Engineer – Verizon Wireline

06/2010 - 10/2011 Avaya Contractor – MiSource Inc.

07/2006 - 02/2010 Avaya Consultant – Software Specialist II

11/2003 - 02/2004 Sr. Technical Specialist, AVAYA, LLC-Richmond, VA

05/2000 - 11/2003 Technical Specialist, Expanets-Richmond, VA

05/1992 - 05/2000 Systems Consultant, Lucent Technologies

Avaya Federal Solutions, Avaya Inc., Expanets, Lucent Technologies, Verizon

Provides a wide range of business telecommunications products and services to commercial and government clients for local, national, and global facilities such as: Hospitals, Naval Bases, Government and Financial Agencies, Small and Large Businesses

. Recommended and influenced individual clients in the decision-making process of new or existing business communication systems.

. Effectively communicated orally and in writing, complex technical information such as system configuration, network and trunking, system security features, voice and data connectivity, system station and dial tone facilities restrictions.

. Implemented, programmed, designed via remote access Communication Manager – S87XX, Gateways, LSP’s, ESS’s, SIP Trunking and connectivity, CMS, IA770 Voicemail, Software and Hardware Applications, Definity, System 75, system 25 systems, Merlin, Merlin Mail, Intuity Audix were successfully installed. Familiar with System and Session Manager

. Worked in a Call Center and Virtual Office environment under minimal supervision, managed time effectively, set priorities and scheduled daily activities.

. Interacted and interfaced with all levels of senior management to ensure a successful installation;

. Identified, anticipated and resolved installation hardware and software problems.

. Coordinated activities with other team members for the purpose of possible solutions of potential

. Personally reconciled repair issues or recommended dispatch of technical personnel.

CERTIFICATIONS

2014 ITIL Foundation V.3 Certification, Pearson Vue

2010 ACE IP Telephony and Design Certifications, Avaya University

2009 ACS Implement IP Telephony and Design Certifications, Avaya University

2009 DoD Clearance - Avaya

2007 ACA Voice Services Management, Avaya University

2007 ACA IP Telephony, Avaya University

2003 Certified Avaya Networking Associate

2001 CCNT in Telecommunications (Installation, design, and programming of Intuity Audix)

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