Jeffrey Lewis

803-***-****

acziet@r.postjobfree.com

Telecom Analysts

Dedicated IT-telecom professional with over 17 years combined experience in the IT Telephony field. Customer Service driven working with customers (end users) of phone systems, as well as interacting with workstation support team, management, application support areas and external vendors to meet the business needs and objectives.

17 years’ combined experience with MACD (moves, additions, changes & disconnects) for Avaya and Nortel phones and voicemails (Modular Messaging, Aura messaging, Call Pilot, etc.)

9 years’experience with support and maintenance of Avaya telecom systems, modular messaging and ACD routing and vectoring.

15 years combined experience dealing with voice circuits, ACD call routing and telecom hardware and circuit vendors.

7 years’ experience with Nortel Meridian PBX maintenance, installation and administration

9 years’ combined experience administering Call Recording systems (Witness360, Verint, E-Talk. Nice)

2 years Network and Desktop Support Administration

Working with customers (end users) of phone systems, as well as interacting with workstation support team, management, application support areas and external vendors.

9 years of experience with various Audio/Video conferencing systems (Movi, Arkadin, InterCall, Tanberg)

Certifications

Nortel Meridian 1 Large Systems Installation and Maintenance- Succession 3.0 (2003)

Nortel Symposium Call Center Server Release 4.2 Client Administration and Management (2003)

Skills

Active Directory • Ethernet • Network Administration • VPN • Telephony • VOIP • LAN/WAN • Routers

•Switches • Network Security • Avaya Call Center Applications • Cabling • Wireless • Looking Glass • Telecommunications • Mobile Device Management (Good Work, Good for Enterprise) • Troubleshooting • Data Center• Windows Server, Nortel Meridian 11c-81c • Nortel Symposium • Vendor Management •Technical Support • Disaster Recovery • Project Management • Call Quality Monitoring Systems (Witness 360, Verint, NICE) • Remedy Ticketing System, DameWare• Hyena, RightFax •Skype Business/Lync• ACD Call Routing and Vectoring

Education And Training

Midlands Technical College (Columbia, SC) 10/2013 – 3/2014

Growing Resources for Information Technology (GRIT), Scholarship Recipient

A+, Healthcare IT, Network+, Security+, Windows Server 2008 Active Directory 1 & 2, Windows Server 2008 Network Infrastructure, Hyper-V & VMware Virtualization, Linux+, SQL Admin and Cisco CCNA

Customer Service, Team Building, Decision Making and Problem Solving

Marshall University (Huntington, WV) 1/2005 – 9/2005

Computer Science coursework

Professional Experience

Short Term Contracting Engagements 8/2016 - present

MVP Healthcare (Rochester, NY) 8/2015 – 8/2016

Telecom Analysts

Performed the day to day administration of moves, adds, changes and deletions of new hires, terminated and other employees within the Avaya PBX. Performed same operations on the Avaya Mod Messaging, ACD environment and Verint Call Recording systems on an as needed basis. Updated employee information within Active Directory

Migrated Call Center agents from Avaya IP agent softphones to Avaya EMC platform per company initiative.

Provided System administration, installation and programming to a variety of telecom applications, such as Avaya EMC, Avaya Mod Messaging and Avaya Aura Contact Center. Avaya CMS Supervisor. One X agent, IP agent, IP Softphone, Terminal Emulator (password resets for CMS Supervisor and CMS backups)

Served as the local administrator of Mobile Device Management using Good Technology (Good for Enterprise, Good Work applications) adding or deleting employees to the Good for Enterprise or the Good Work servers so the employees has the ability to receive company emails on their personal mobile devices.

Local administrator of Verint Call recording system including validation system operations after monthly scheduled maintenance, training end users on system operations. Added new hire reps to system, built user profiles of supervisors, managers and other personnel to monitor reps for coaching or legal reasons.

Working knowledge of IP PBX, ACD, IVR, WFM, VoIP, SIP, PRI/DS1/DS3

15 years total MACD experience on Avaya Red /Avaya Blue Systems.

Tech Service Today (Columbia, SC) 9/2014- 2/2015

IT/Telecommunications Expert (Contractor)

Served as a Service Technician for various IT clients to provide troubleshooting and repairing of PBX and VOIP Systems, this includes cable pulling, terminating and testing of cable after repairing. Installs switches, routers and patch panels as needed as well as setting up PC’s and peripheral equipment.

Time Warner Cable 9/2006 – 4/2013

Project Lead Customer Care Telecom Operations (10/2012 – 04/2013)

Served as local administrator and led project to migrate all Avaya CMS Supervisor users on the East Region to the latest CMS Supervisor platform, completing a corporate initiative which included a detailed user audit on current platform to delete/add users before newest platform went live.

9 years’ experience managing Verint/ Witness 360 Quality Monitoring recording system for East Region, adding call center agents to recording platform for compliance and training purposes; troubleshot software and hardware issues pertaining to agent’s audio/video usage recordings and storage.

9 years’ experience managing Avaya CMS Supervisor application and Avaya Telephony applications (Mod Messaging, Aura) ranging from upgrading CMS application to newer version from 13 to version 15, also adding/deleting agent profiles when hired or dismissed from company.

1 year Nice experience as an administrator, adding new agents to Nice platform from northeast region where application was only being utilized in New York city area. Also provided view only access for quality monitoring agents to do coaching sessions with call center agents.

Trained new managers and supervisors on how to use Verint Quality Monitoring and Contact Store for live agent monitoring as well as recorded contacts searches within system. Training was in-person or remotely done via a WebEx conference.

Created user guides for end users of the EC 500 (extension to cellular) feature; ensured newly hired call center supervisors and agents had the needed telephony software and hardware installed on the desktop or laptops; performed tutorials on installed applications as needed.

Telecommunications Analyst (9/2006 – 10/2012)

Managed all mobile devices for North and South Carolina, including maintaining inventory, ordering and provisioning multiple device types per company policy

Led 75 field technicians in successfully migrating mobile devices from one carrier to another due to signal issues

Audited mobile device billing, saving the company over $30,000

Assisted in migration from Nortel PBX phone system to the Avaya VOIP system for Carolina region offices; decommissioned Nortel PBX phone system and sold to Nortel vendor

Performed periodic backups of voicemail, PBX system and served as on-site technician for issue resolution, upgrades and routine maintenance.

7 years Telecom Expense Inventory management and billing invoice approver for telephony and data circuits utilize within east region.

Created call center supervisor and agent roles for newly hired employees and administered Automated Call Distribution (ACD) groups.

Provisioned and tested with vendor voice services for large PBX telephone systems (PRI/POTS lines)

2K Communications (Columbia, SC) 6/2006 – 9/2006

Telecommunications Technician

Performed service calls for school communications system including repairing, replacing and

Installing cabling and communications equipment .Managed wireless LAN installation project,

Intercom system upgrade at local high school, including network cable installation, setting up

Server racks in cabinets for network switches and routers for network connectivity and testing.

GC Services (Huntington, WV) 6/2005 – 6/2006

Account Representative/Trainer

Documented all collections activities timely and accurately on clients’ accounts within billing system

Assisted in training all newly hired employees in a classroom setting on the billing system and phone system features in an ACD environment, including logging into phone to start shift, check number of calls waiting in queue.

TEK Systems (Charleston, WV) 4/2004 – 4/2005

PBX Technician (Contractor)

Resolved trouble tickets as assigned by Telecom Supervisor

Coordinated and performed moves, adds and changes of hardware and software on Nortel Meridian 1 Opt 81 PBX, Call Pilot and Meridian Mail voicemail system

Provisioned and tested with vendor voice services for use for PBX telephone systems (PRI/POTS lines)

Performed testing of T1circuits enabling and/or disabling faulty trunks within Meridian 1 PBX and vendor telecom equipment via telecom utilities such as loopback tester to isolate fault

Assisted call center managers and supervisors with solutions to technical issues relating to ACD and/or IVR environment.

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