Objective
Obtain employment as an IT technical support specialist.
Experience
Life Cycle Manager – Senior IT/Telecom Engineer -- ATT 2009 – Aug 2015
Responsible for all day-to-day telecom operations for American Express in South Florida.
Daily Analysis and Resolution of Break / Fix issues
Support all Service Request work
Managed all Telecom projects in South Florida. Including installation of multiple elements of the NICE Call Recording and Aspect Dialer applications.
Drove the expansion of IP trunks into Argentina, Mexico City, AESCP and AESCI in support of various business units.
Primary manager of the ATT Metro OC-48 Fiber Ring for American Express. Provided local knowledge to ATT on all circuit growth and attrition projects.
Supported the initial installation of the GWAN into the AMEX Call Center, Weston BPS and the Miramar Travel Call center.
Supported all upgrades to the GWAN environment.
Managed the migration of 5 American Express sites from the legacy Avaya G3 PBX environment to the Avaya G650 IP connect model. Managed all the elements within each site to provide clear guidance to technicians performing the cutover functions.
Managed upgrades of the Avaya Call Management (CMS) system.
Managed the opening of a new back office location in Miami.
Managed the closure of 2 American Express sites and the migration of 800 users to the main call center building.
Primary contact for ATT GCSC and MACD support groups.
Active participant in support of various AMEX support products including ITSC, Service Now and Manage Now both domestically and in the JAPA market
Senior IT/Telecom Engineer -- American Express 1997 -- 2009
Day to day operations of the telecommunications infrastructure.
Daily Analysis and Resolution of Break / Fix issues
Support all Service Request work
Initiated and managed the introduction of the ATT AERS product to South Florida.
Support all business units within the AVAYA CMS environment.
Enhanced Mechanization of day-to-day functions.
Managing small, medium and large changes, such as the migration of all local PBX's to ATT local dial tone.
Trained on S8700 and Avaya R11 platform.
Actively participated in All South Florida PBX and CMS upgrades.
Supported South Florida Campus hard and soft MACds.
Trained peers and contractors in the CMR and Vantive submission processes.
Support the day-to-day activities of the MACd group.
Primary Support of the Metropolitan Fiber Ring project.
Active Participant on AMEX Voice leaders calls.
Provided Brown bag training to local business units for various products supported by Telecom Support.
Assisted in managing the Video conference, teleconference and Satellite conference users within AESCF
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Previous Telecom Experience 1964 – 1997
1964 – 1968 New York Telephone Co.
oPBX Installer Repairperson
1968 – 1995 Southern Bell / BellSouth
oPBX Installer Repairperson
oTest Desk Technician
Analyze Trouble Reports
Dispatch Repair personnel
Cable Fault Analysis
oTest Desk Foreman
Manage 15 testers and clerical workers
oOutside Plant Engineer
Prepare detailed plans for new and replacement cabling including:
Directions to drafting team
Cost analysis for material and staff
Negotiating with municipal authorities for right of way
Analyze Historical Trouble reports to predict water infiltration in buried plant
Provide cable repair teams with detailed drawings
oIT Support Engineer
Team member for the:
Deployment of the Fortune computers in local repair and installation offices throughout BellSouth
Installation of Plexus and Pyramid Mid-Range processors in Bellsouth Data Centers to support distributed e-mail and back office functions
Deployment of Fortune 3270 adjunct computers in local offices
Implementation of the Equinox Data switch distributed environment to provide high speed links to mid range platforms
Provide remote support to local administrators.
Education
New York City Community College 1960 -- 1961
Associate in Applied Science – Electrical & Electronics