Engineer Customer Service

Kim P. Lake

*** ******** *****

Fairfield, CA ***34

(Cell) 415/760-9360

Email: **********@*****.***

OBJECTIVE

To obtain a position in a company where I can challenge my technical skills and open to opportunities for further personal and professional growth.

QUALIFICATION HIGHLIGHTS

Highly effective internal and external communication skills.

Excellent self-starter /project manager.

Maintain high standards of quality and efficiency.

15 years of technical expertise with call center design.

15 years of technical expertise in all areas of Avaya system management.

15 years experienced with IT budget management.

20 years experienced in desktop and helpdesk support.

PROFESSIONAL EMPLOYMENT

Present:

On-call as a Project Desktop Computer Technician for Outsource.com (Smart Source)

-Replacing printers or computers and download software, etc.

Volunteer at St Vincent de Paul Society Dining Hall as food service

Self-Employee as Babysitter

AAA – Emeryville, CA.

Sr. Avaya Engineer and Infrastructure

From January 2014 to March 2014 (Contractor)

Maintain all G350; G450; S8500 and S8700 systems for all Northern California, Utah and Nevada locations.

Worked with Avaya software tech for Call Center upgraded project, ect.

DDB WORLDWIDE COMMUNICATIONS

555 MARKET ST. SUITE 500

SAN FRANCISCO, CA 94105

PHONE 415-***-****

TELECOM ENGINEER

From October 2005 to October 2012

Administration, program and perform maintenance on all functions of the Avaya S8xxx series Media Servers, Media Gateways, Avaya AES, Avaya CCE, Avaya MMS (Modular Messaging System) S3400. Avaya CMS (Call Management System) and CMS custom reports.

Support move/add/change/delete for multiple companies sharing one PBX and voice mail systems.

Provide and design vectors solutions for toll free customer service lines.

Manage all communication with outside vendors for ordering T1, T3, PRIs DID #s, Toll Free #s, etc.

Support and assign end users to connect with GoodLink and BlackBerry Servers and trouble-shooting with any problems and programming all wireless equipment: Cell phones; iPad; Kindle, etc.

Support Internal Helpdesk for equipment checkout, trouble-shooting all HP. Canon, Xerox, EPSON plotters faxes/copiers/printers etc..

Inventory for company multi-locations lease equipment ordered and returned

Costs driven able to manage outsourced vendors and carriers

Created POs, tracking invoices and ordered all IT computer equipment and supplies

QRS CORPORATION

1400 MARINA WAY SOUTH

RICHMOND, CA 94804

PHONE 510-***-****

STAFFS TELEPHONY ENGINEER

From Dec. 2003 to Dec. 2004

Performed programming and maintenance for all functions of the Avaya Definity Product: G3siV10; G3csiV10; S8300; Prologix, software release V11 telephone and Intuity AUDIX voice mail systems from local and remote offices.

Ordered and maintained wireless phones, pagers and calling cards for company.

Senior architect for Vector programming supporting Call Centers service routing and ELAI (Enhanced Look Ahead Interflow) for company wide.

Ran backup for all telephony systems daily; weekly and monthly.

Manage all networks and telephone invoices from vendors.

FAIR ISAAC CORPORATION

200 SMITH RANCH RD.

SAN RAFAEL, CA 94903

PHONE 415-***-****

From Feb. 1985 to Dec. 2003

Network and telecommunications – COSULTANT & lead

(From Sep. 1995 to Dec. 2003)

Hand-on and experience in voice and data communications technology.

Set daily installation and support workload schedule. Perform programming and maintenance for all functions of the Avaya G3R3 telephone system, Octel Voicemail System (250/300) .

Order, installation or oversee and assist in installation of T1/DS1/DS3/ circuits with vendors

Manage Call Accounting Software (CAS) and contribute to department cost monthly

Oversee video conference in-house using MeetingPlace and NetMeeting conferencing system.

Evaluate and recommend new telephony products and technologies with IT engineer teams to integrate service offerings into the infrastructure

Independently install peripheral port card for PBX system and off-site EPN

Troubleshoot, maintain and repair hardware including individual digital and/or analog instruments

Program EPABX for smooth completion of all operations, including call transferring, call forwarding, incoming/outgoing call queuing, and least cost routing of voice communication systems.

Solution Architect for Call Center and IP phone and design ECS Automatic Call Distribution Telecommute phone, call coverage answer group for Internal Helpdesk and External for Hotlines Support groups

Maintaining Avaya PBX products media servers, gateways and circuit packs such as CLAN, VAL and DS1

Train personnel in use of OCTEL voice mail system for new employees as an individual or a group

Administration and program for 800 hotline numbers. Set-up adds, moves, changes

Work closely with business and IT team for plan, deploy, test and maintain Internal Web database

Maintaining and order all circuits such as frame-relays, T1s, T3s, ISDN-BRIs, PRIs or Pots lines for both Data Network and Telecommunication for companywide. Including DIDs, Toll Free numbers; SIP trunking, LATA OCN and NPA-NXX etc.

Order or disconnect for home users POT, ISDN or DSL lines.

Travel off-site for offices relocation or PBX systems upgrade

Evaluate vendors, recommend new technologies for wireless cell phones, etc.

Supply pagers and calling cards for company nationwide.

Primary Shift Computer Center Supervisor. (From Nov., 1989 to Sep. 1995)

Provided support of the Tape Library and Telephone Specialist.

Recruited, interviewed, trained, and motivated over 30 new staff members consisting of: telephone specialist, tape librarians and computer operators.

Scheduled Computer Operator staff workload.

Restored, monitored archive and retrieved queue and backup for all SUN 10/20/670 and 1000; MIPS 3260; HP 7980; OS/2; Arete; Novell; PC and Macintosh.

Set-up backup tapes and the Security off site storage tapes.

Restructured, reorganized and upgraded the computer manual database file procedure for department staff use.

Acted as a tape librarian Supervisor when needed.

Xerox & DOCUTECH Technician. (From Feb. 1985 to 1989)

Operated a Xerox Computerized Press 1090 & 1075 and a 3-M transparency maker. Assembled, checked and bound printed materials to construct a wide variety of manuals, reports and books for the company staffs and clients.

Data Entry Coder/Operator.

Coded and Entered information data from credit applications into a computer system using a CRT terminal.

EDUCATION

AA. in Word Processing, Laney College, California

General Office Certificate

Data-Tech Institute Trainings

Telecommunications/Network Technologies at SFSU (College of Extended Learning)

Avaya Certificate: Administration; ECS Expert Agent Selection; ECS G3 ARS;

ECS Automatic Call Distribution w/ Call Vectoring,

Octel Voicemail System Operation And Management.

Training City Certificate: VoIP and SIP

SKILLS

Operate mini-; micro-; SUN 10/20/670 and 1000; MIPS 3260; HP 7980; UNIX system; OS/2; PC;

Macintosh (Word; Excel; PageMaker IBM PC;

Word Start; Word Perfect; Unix; various modems and multiplexers.

Maintenance most: Large Canon and most HP LaserJet Series Printers

Typing (65 wpm accurately)

SPECIAL SKILLS

Fully bi-lingual in Vietnamese

Working knowledge of Cantonese

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