Manager Customer Service

Lee R. Morris

**** ********* **** **** ***** 972-***-****

Garland, Texas 75043 Cell Phone 214-***-****

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

Telecommunications Engineer

Summary of Job History - 20 years of service in the Telecommunications field 10 years of experience with Avaya PBX (voice) administration combined with 4 years of Data Center Services.

Vendor Management – Responsibility with the management of all Telephony vendors, and vendors for services supporting the Data Center.

Circuit Provisioning – Responsibility with the order and installation of circuits for 250+ locations.

Customer Focused Service – From the front line and all the way up to the Executive Suite, delivering service excellence with excellent communication skills and initiative.

SiriusXM (November 2015 – December 2016) –

Avaya Telecommunications Engineer - responsible for the engineering, maintenance and all services involved with the Avaya telephony system, all of the adjunct systems that work with the PBX, and support and design of the SiriusXM call center serveries.

Provide on-call support to the Avaya, AES, CMS, and telephony systems.

Create documentation for the design of the systems and maintenance processes.

Vendor management for all telephony resources.

Work and resolve all Move, Add, and Change request for telephony services.

Perform routine maintenance to the hardware and software of the telephony systems.

Daily monitoring of major/minor alarms

Testing of telephony equipment with both internal and external customers

Create problem incident tickets with Avaya for hardware replacement parts.

YUM Brands (August 2014 – October 2015) –

Sr. Telecommunications Analyst - responsible for Telecom systems across the enterprise including planning, developing, installing, configuring, and optimizing all PSTN, Call-Center, VoIP, and toll-free communications systems. Also assist Telecom Implementation and Support teams to deploy Telco services, troubleshoot telecom performance issues, analyze telecom traffic and provide capacity planning solutions. Various projects would require individual to research and recommend telecom technologies.

Design & Capacity Planning –

oDesign telecom solutions to support all Pizza Hut Restaurant locations to include in-store and above store (Data Center) infrastructure

oDefine telecom architecture, evaluate products, and implement new technologies into the stores & Call Centers.

oEnsure that all Telecom technologies comply with industry standards.

oDesign Call Reports as per business requirements

oDetermine appropriate hardware sizing, capacity, and configuration for equipment acquisitions.

Research & Evaluation –

oMaintains a broad knowledge of current and emerging state-of-the-art telecommunication systems technologies, architectures, and products.

oEvaluates new technologies, develop business cases, and make recommendations to project teams and senior management for implementation.

oEvaluate multiple vendor data products through documented test plans, vendor selection, and develop engineering specifications and guidelines for these data products.

Implementation & Support –

oImplement POTS lines and telecommunication services in PizzaHut Restaurants

oResponsible for all telecommunication billing for Pizza Hut Corporate Restaurants

oProvide support to Pizza Hut implementation and Pizza Hut Infrastructure teams during and after project installation cycles.

oKnowledge of real-time and statistical tools to monitor and report performance, analyzes trends, and makes recommendations for changes.

oProvide technical support and training to Pizza Hut IT teams and the Pizza Hut Help Desk on related technologies.

oWork with Pizza Hut IT teams to develop and enhance telecommunications products and services through the project implementation process.

Other Job Functions –

oEstablish and document telecommunication standards, policies, and procedures

oExperience in project management and supporting medium to large scale projects.

oReports status of projects and assignments to management on a regular basis.

Perform other duties as assigned or requited.

Federal Home Loan Bank of Dallas (February 2011 – August 2014) –

Telecommunications Specialist reasonable for the engineering, maintenance and all services involved with the Avaya telephony system, all of the adjunct systems that work off the PBX, support of video conference systems, Data Center Services (2 data centers), and wireless services for the associates.

Provide on-call support to the Avaya, AES, CMS, Nice, and Multimedia systems.

Create documentation for the design of the systems and maintenance processes.

Provision all cabling needs for datacenters and reconstruction of DR Data Center.

Vendor management for all telephony resources.

Work and resolve all Move, Add, and Change request for telephony services.

Perform routine maintenance to the hardware and software of the telephony systems.

Responsible for telephony billing, telephone and cable records and documentation.

Daily monitoring of major/minor alarms

Escorting and monitoring outside vendors while on-site (MDF/IDF, Datacenter, Switchroom)

Testing of telephony equipment with both internal and external customers

Create problem incident tickets with Avaya for hardware replacement parts.

Dell - Perot (April 2010 – December 3, 2010) – Beacon Hill Staffing

Sr. Telecommunications Specialist (Contractor) assigned to a Health Care client (Apria-Coram) for Dell-Perot. Specific responsibility of administrating a TargetFax server farm that is of great importance to the client’s business.

Provide on-call support to the TargetFax server farm.

Create Standard Operating Procedure documentation for all TargetFax services.

Provide Windows 2003 server support.

Handle all client request and services for the TargetFax application.

Resolve all incidents affecting the TargetFax application in a timely manner.

Perform routine maintenance to the hardware and software on the server farm.

Coordinate activation of all locations as they are accepted to the new infrastructure.

Interface with Telco vendors for the ordering of Telco services.

Provide support of enterprise Avaya PBX system that spans 3 call centers and 300+ branch locations.

Commercial Metals Company (August 2007 to February 2010) –

Enterprise Telecommunications Specialist for the IT department. With the acquisition of SAP as the enterprise accounting software solution, the company decision was made to re-design the infrastructure in order to accommodate the new system.

Conduct all circuit provisioning of all MPLS circuits for over 250 global locations.

Act as the vendor manager for all telephony product vendors.

Involvement with the creation of contract for Telecom services with Verizon and the negotiated pricing for circuit and long distance services.

Conduct all purchasing for all telephony needs (PRI, POTS, Long Distance, etc.)

Processed all Telco billing for circuits, voice services, Audio conferencing, and wireless services.

Managed all wireless communication purchases and all services between 4 wireless providers.

Provide Data Center Support with Cabling needs, racking, and involvement with relocation and consolidation of 2 Data Centers.

Conducted load bank testing of Power Generator system for Data Center.

Vendor interface for UPS system, Power Generator system, and CRAC systems.

Some travel required, occasionally on an international basis.

Interface with Telco vendors on a global basis.

Coordinate activation of all locations as they are accepted to the new infrastructure.

Alliance Data (July 1990 until August 2007) –

Lead Voice Technician for 8 years, responsible for all telecommunication services and Avaya systems at a total of 13 nationwide locations (7 in Dallas, and 6 remote locations). Of these locations, 6 are call center facilities that include one call center with 800+ agents/desktops and 2 remote locations that receive calls via Voice over IP. Another larger call center is the Corporate Command Center to the entire company’s IT network (open 24 / 7 / 365).

Implemented the companies first Voice over IP telephony system in July of 2002 that entailed 2 locations (with a total of 250 desktops) on an Avaya S8300 Media Processor and a G700 Media Gateway.

Administrated the company’s first Communication Manager System (S8710) in 2004, with both TDM and VoIP connectivity.

Incorporated Avaya NICE analyzer call center reporting system to Avaya S8710 in 2005, in conjunction with existing Avaya CentreVu CMS System services.

Engineered PBX interface with Edify IVR systems.

Engineered PBX interface with Witness Call Recording system.

Administrated Polycom Video Conferencing systems at Corporate HQ and Corporate Command Center.

Manage all carrier and vendor relationships and negotiated contracts for all PBX systems, Hardware, and services.

Conducted all cabling implementation and cross connect wiring for both data and voice services at all Dallas, TX locations. MDF/IDF management.

Established corporate-wide PBX maintenance vendor for telecommunications equipment reducing cost by 18% and improving service by 25%.

Successfully maintained a telephony infrastructure exceeding a 99.95% service level of availability using state-of-the-art technology.

Improved preventive maintenance programs, patch management processes, and better change control processes with all telephony platforms.

Perform telephony Moves/Adds/Changes

Innovative technical leadership skills with very strong customer service skills.

Responsible for vendor billing in the internal database (PeopleSoft) and the ordering of equipment and third party services.

Managed the project of contracting a new outsourcing vendor within a 2 month period, including the approval of a due diligence process.

Work with Telecom field technicians in troubleshooting and installing circuits and lines.

Technologies and Products:

Microsoft Excel, Word, Access, PowerPoint, Outlook, Exchange, Visio, Remedy

Avaya S8730, S8700, S8300, S8500, G350, G700, and G3R PBX systems

Avaya Communication Manager

Avaya Call Management System (CMS)

Avaya SES, Avaya Session Manager

Avaya Audix voicemail systems (Intuity and Definity)

Avaya Modular Messaging

NICE Call Recording

Verint Call Recording

Edify IVR systems

Data Center Services

Avaya Mosaic predictive dialer system

Call Accounting System (Veramark eCAS)

Avaya Explorer 2 Call Management System (Nice Analyzer)

Polycomm Video Conferencing and Conference phones

T-1, DS-3, OC-3, OC-12 VoIP, FTP, ASA, Cabling, CentreVu Supervisor, TargetFax

Dallas County Community College

Associate of Arts

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