Avaya
Anthony J. Vila
OBJECTIVE
To obtain a challenging and rewarding position that is actively involved with the integration and management of voice and data network communication technologies.
EDUCATION
St. Thomas University – Attended on baseball scholarship, MIS
Miami Coral Park Sr. High – Graduated 1998
Cisco Education (4 weeks at RTP site)
Cisco IPCC Express & IP IVR Deployment Course
SKILLSET
Data Center, MDF/IDF infrastructure layout design, procurement, and implementation
Avaya Definity G3R/G3SI
Avaya S8700/S87XX
Avaya G650 gateway TDM/VoIP configuration and design
Avaya PBX and ACD VDN/Vector programming with CMS reporting
Avaya ASA and Communications Manager moves, adds, and changes
Cisco IP Telephony
Cisco IP Contact Center – Unified Communications, Express and Enterprise
Cisco Unity Messaging
Cisco ICM/CTI design and scripting
Cisco IP/IVR
Cisco LAN/WAN planning & design
Cisco 3560, 3750, 6506, 6509, and 6513 GIG-E and POE switch planning, design and implementation
Cisco 1841, 2811, 2911, 3845, 3945, and AS5400 routing planning, design and implementation
Proficient MPLS T1/E1 multi-links and DS3 WAN design, bandwidth calculation and requirement analysis
NICE call recording design, station and trunk side
High, intermediate, and low level voice and data network topology designs using MS Visio
Project management leadership, documentation, project charter and plan action item assignments
Management of several engineers on multiple scale projects from beginning to end
Management of all procurement sides of projects to meet business and IT budgetary requirements
EMPLOYMENT
12/2015 – present
eNet IT Group
Telecommunications Engineering Consultant
8/2012 – 7/2014
Leon Medical Centers
Telecommunications Manager
Oversaw entire telecommunications department including 4 direct report telecom engineers. Systems included an Avaya S8730 supporting 9 locations and 2 large call centers leveraging Avaya Aura and heavy vectoring of which I worked with on a daily basis.
6/2011 – 8/2012
Alorica
Senior Telecommunications Engineer
Once again I had the pleasure of working for PRC which was later acquired by Alorica. I provided day to day support of client driven call route logic changes on an enterprise wide Avaya TDM and VoIP S8700 phone system. Hundreds of circuits would provide connectivity to on and off-shore accounts and each engineer was assigned a group of accounts to maintain and create VDN/Vector logic as they came in via service request. Avaya CMS would provide all reporting with also having the requirement of running the monthly administrative backup which I would run after hours. A blend of Intuity Audix and Modular Messaging was our voice mail solution.
3/2008 – 8/2010
Assurant
Network Design Engineer
As a design engineer, my core responsibilities were to create new voice and data infrastructure designs for our integration teams to implement and support while I managed the project and assured my design was carried out. This includes modifications to existing networks as well as completely new LAN/WAN networks consisting of Cisco routers, switches, gateways, and multiple voice networks. I was responsible for the design and integration of large Cisco and Avaya phone systems, including the use of both as a hybrid solution. I would work with business entities across the globe in an effort to integrate business partner networks as well as new acquisitions. I used my in-depth knowledge of Cisco IP Telephony and multiple Avaya voice systems to design an infrastructure that would work with each other. This also includes business partner MPLS VPN designs to support the business needs. I’ve done multiple site moves from brand new to parallel networks in an effort to support a multi-phased move without down time using multiple MPLS circuits to each site. I’ve built call centers using Cisco UCCE with ICM scripting and Unity messaging on multiple levels.
1/2007 – 3/2008
Home Service USA
Telecommunications Manager
My responsibilities were to oversee all aspects of the telecommunications department as well as maintain our Cisco phone system. This includes 3 Cisco Call Managers tied with IPCC Enterprise IP/IVR, Recording and monitoring servers, and the Cisco Outbound Dialer. I provide project management for acquisitions and the set up of remote locations to support them. I approve specific invoices relating to vendor relations and provide recommendations to our call center call flow structure. I do some IPCC Enterprise call flow scripting at the top level of the infrastructure linking to the core call flow scripts currently in the heart of the system. I deal with vendors for support related items as well as future projects developing on a daily basis. I configure hundreds of toll-free numbers coming in to the Call Manager and route them accordingly to route points and directory numbers.
4/2006 – 1/2007
Alorica (PRC)
Sr. PBX Systems Engineer
My responsibilities pertain to management, administration, and maintenance on 10 Avaya G3R PBX cabinets supporting over 3000 agents on/offsite. Maintenance and logging of hundreds of circuits, thousands of VDNs, skills, vectors and many other translations requiring day to day moves, adds, and changes. I supported 2 large CMS servers requiring daily backups for reporting. I also did circuit installs for major accounts like DIRECTV, Nextel, and FedEx for inbound/outbound calling. I managed telecom portions of projects pertaining to new accounts that come in, such as new circuit installs, building of trunk groups, PBX programming for new call flow, vectors, skills, and announcements required by the clients.
9/2003 – 3/2006
Lennar Corporation
Telecommunications Administrator
This role included maintenance and administration of 3 local Avaya Definity G3SI PBX systems, 1 remotely in Houston, and 4 Cisco Call Managers with 1 IPCC server. Day to day moves, adds, and changes within the switch along with vdn and vector changes. I possess strong knowledge in vector writing and design for practically any size call center. Custom hunt-group creations and local/long distance trunk monitoring using long distance codes. I’ve managed telecom portions of numerous corporate projects. Implementation of new call-center/ACD environments with custom reporting via CMS Centreview. Daily administrative backups of CMS and a monthly full system backup are also done. Cross-connects and punch downs are done as needed. I worked with several vendors like SBC and AT&T for special corporate office projects such as a 400 user deployment in Aliso Viejo, California, Orlando, FL, and Miami, FL. Each of which included rolling out 2 Cisco Call Managers with Unity Messaging with Miami hosting our IPCC call center. I supported our Orlando and Miami Call Managers including our IPCC. I did all scripting within the IPCC to create custom helpdesk queues and call flow. I am very fluent creating network diagrams using Visio along with documenting call centers and processes that pertain to it.
8/7/2003 – 9/3/2003
Teksystems (independent consulting contract/project)
Lead Network Technician – Jackson Memorial Hospital
This was a project deploying 650 – 700 PC’s hospital-wide at Jackson. Rollout PCs were Dell products. Minor system configuration and new images were done as required.
8/2000 – 8/2003
AvMed Health Plans
Sr. Technical Support Specialist
Telecommunications Experience
Day to day administration of 4 Avaya Definity PBX Systems throughout the state. We used CMS for reporting and monitoring of all call centers. Moves, adds, and changes as well as cross-connects. Extensive experience in Call Center/ACD environments along with custom reporting and creating of vectors, announcements, VDNs, and new design of their member services call center. Usage of Predictive Dialer hardware with Telescript software as well.
Network Experience
Design, implementation, and maintenance of a Novell 4.x/5.x network environment, including the integration of Windows NT/2000 and Novell 4.x/5.x servers, administration of NDS and NT Domain objects, management of rights to server volumes, shares, print queues and NDPS printers. Configuration and administration of Novell GroupWise 5.5 corporate e-mail solution, including domains, post offices and user accounts. Experience with Zenworks for Servers/Desktops along with software packaging. Implementation of various network applications and utilities, creating/maintaining login scripts in efforts to automate tasks and improve overall network performance. Some UNIX tape backups done as well.
PC Hardware/Software Experience
PC hardware, troubleshooting, repair, and configuration. Corporate-wide deployment of 650-700 workstations throughout the state at AvMed. During deployment at AvMed, software such as snAppshot was used to create software packages. I provided level 2 support for our IT Desktop Support group.
02/1999 – 08/2000 Independent Consulting
Hall Kinion Corporation
IT Analyst - Gap Inc., Miami, FL
I supported up to 60 users using Compaq desktops and IBM Thinkpads. We ran 4 Compaq servers using NT and Novell 5. Support included configuring and troubleshooting of most Microsoft apps.
RHI Consulting
oMIS Support Specialist - MyCity.com, Miami, FL
This office was a division which was connected to the company’s network remotely via T1 using a Cisco 5400 series router and 3 3550 Cisco switches. I provided 2nd level support to 60 users. Tasks include troubleshooting HP printers, network connectivity, and software updates.
oNetwork Administrator – Image Photo Services, Inc. Miami, FL
Responsibilities included administrating a 40-user environment running a Microsoft Back Office Server, a Windows NT Server and using MS Exchange Server as an email platform.
TeKsystems
oSystems Engineer I - Precision Response Corporation (PRC), Miami, FL
Tasks were to troubleshoot many different types of PC's supporting over 1,500 users, configure Windows NT Workstation, Image several PC's using Ghost, and adding them to the domain. Hardware issues included building PC's from scratch, swapping hard drives, motherboards, NIC cards, and updating policies on desktops.
oDesktop Support Specialist - MicroAge Miami, FL
My responsibilities included analyzing and implementing laptops, printers, and many other PC's running a Novell platform. This was 2nd level desktop support.
oNetwork Technologist - Cunard Cruiselines Miami, FL
This project pertained to many moves of PCs and new installs for specific areas. We ran cabling and installed hubs and switches across the production floor along with new images on new machines.
oTechnical Support Analyst - The Answer Group, Ft Lauderdale, FL
Provide phone technical support for both hardware and software to Gateway products. Diagnose Gateway.net Internet access, Netscape and Internet Explorer issues. Troubleshoot Windows NT, Windows 95, and Windows 98.
06/1996 – 02/1999
Gusben Consultants Computer Services
Computer Technician - Responsibilities included building clone PC’s from scratch, loading and configuring operating systems such as Windows NT, Windows 95 and Windows 98, and supporting a Windows NT Server with 10 users.
LANGUAGES
Fluent in both English and Spanish
Technical and professional references available upon request.
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