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Manager Engineer

Rowlett, Texas, 75088, United States
January 17, 2017

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Rowlett, Texas *****


Terri L. Bradshaw

Education Abilene Christian University

Employment Walter Investments, Green Tree/Ditech Financial, LLC, July 2013 to July 2016 Telecommunications Engineer

Provided PBX and contact center support. Some of my responsibilities include daily moves, adds and changes completed within the service level agreement. Completing regular maintenance routines, troubleshooting, problem resolution, VDN and vector creation, trunks, routing managing toll free numbers and 24/7 on call rotation. o Avaya Communication Manager

o Avaya Session Manager

o Avaya Site Administrator

o Avaya S8300 Media Server

o G450 Gateways

o Avaya Call Management System Supervisor

o Nfocus

o Avaya Voice Messaging

o Avaya One-X Agent

o Mutare EVM giSTT

o Verizon Enterprise Center

o VeraSMART/Calero Call Accounting Software

Global Knowledge, June 2012 to June 2013

Contract Instructor

Delivered Instructor led technical training

o Avaya Aura Contact Center Administration (SIP/AML) & Report Creation Wizard o Avaya Contact Center Orchestration Designer Scripting SIP/AML o Avaya CallPilot System Administration and Applications Contracting for Countrywide/Bank of America, July 2007 to December 2011 Telecommunications Analyst Voice Services Support

Provided Support for Symposium, Contact Center Server Administration and Scripting, CallPilot Administration, PBX including:

o Consulting, Design, Implementation

o Troubleshooting

o End-User Training

Global Knowledge/Nortel Networks, April 1996 to July 2007 Senior Technical Instructor

SME – Symposium, Contact Center Server, CallPilot, ACD

Presented Instructor led specialty and advanced technical courses designed to train field technical staff, non-technical staff, pre-sales, management users and engineers

Consistently maintained a high CSAT rating

Mentored new instructors and contract instructors

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