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Engineer Support

Location:
Fort Lauderdale, FL
Posted:
September 01, 2016

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Resume:

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



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