MICHAEL M. PERRY

TECHNICAL SKILLS

Hardware: Avaya S8X00 servers; Cisco UCCE platforms; Avaya G-650&450 gateways; Cisco IOS g-ways; Cisco Media Convergence Servers; 29xx and 36xx network switches and routers; Avaya IP 96xx & 46xx IP phones; Cisco 7841 SIP and 79xx IP phones; Linux & Windows servers; DHCP &TFTP servers.

Software: Avaya Aura CM 6.2; Avaya Aura Systems Manager 8.1; Application Enable Services (AES) 6.3; NICE Engage Solutions 4.1;VMware vSphere Client 5.0; SIP Protocol; Cisco Unified CM 11.5; Cisco UCCX 11.6; Cisco CVP; Cisco Unity 11.5; Cisco Toolkit Agent Desktop; Real Time Monitoring Tool 9.1; SolarWinds 2012 Server & Application Monitor; Converged Network Analyzer; Avaya IP soft-phone & One-X Agent; SIP trunking;DS3;PRIs;T1trunking;Avaya Modular Messaging; Verint Contact Store Voice Recording 7.8; VDN & Vectoring programming; H.323; VoiceXML;QOS;G-711& G729 codec..

PROFESSIONAL EXPERIENCE

CVS Health Corporation Office Woonsocket, RI June 2021 - Present

Senior Remote Voice Engineer

•Duties include Avaya Core programming of agents, stations and large scale moves, adds and changes of Agents and Stations.

•Client facing center identifying, analyzing and resolving problems of moderate to highly complex Contact Center business communications solutions.

•Worked with customers, and facilitate changes to the Call Management Systems as well as basic ACD/Telephony request within Service Level Agreement (SLA) standards.

• Access Service Now ticket tracking tool to proactively support end users.

• Performs tier III support as well as after hour on-call support of all VoIP problems through its escalation ticketing systems.

•Capitol One Atlanta, Ga . August 2017 - March 2021

•Remote Senior Network Convergence Specialist

•Responsible for the system design of the engineering, configuration, installation and maintenance support for the Avaya/ Cisco telephony platforms for their major clients Mount Sinai and Blue Cross and Blue Shield.

•Design and support of their Contact Center peripherals such as Call flows, IVR, CMS and ICM telephony applications as needed.

• Supported and administer modification to NICE recording platform to meet corporate and industry standards.

•Modified Cisco gateways and routers to accommodate network routing traffic throughout Enterprise infrastructure.

•Pre-tested Tandberg Telepresence video products in lab environment prior to production deployment.

•Integrated CUCM clusters with Active Directory server for telephony infrastructure.

NTT Data Services Incorporated Sept 2015- March 2017

Senior Remote Voice Engineer

•Responsible for the engineering, configuration, installation, maintenance and upgrades of VoIP telephony Contact Center infrastructure platforms.

•

•Deploy and supported Cisco UCCE solution for over 1500 end points within a Contact Center solution.

• Configured Cisco Ingress routers to support inbound dial peers and CM route partitions for endpoints to route call volume traffic through ICM servers and peripherals gateways.

•Performs tier II & III support responsibilities which highlights support and monitoring of telephony network systems and applications.

•Perform complex tasks related to systems and network operations, installations and maintenance for local and remote locations throughout the country.

•Perform quality assurance and testing of software applications during upgrade migration associated with telephony infrastructure.

•Installed and configured VoIP telephony platforms to maintain current release and service pack levels.

•Participates in on-going support and maintenance of telephony platform after business hours to provide 24/7 support levels as required.

•Testing IMS (IP Multimedia Subsystem) next generation in lab environments.

Chase Bank Contact Center - Tampa, Florida Sept 2012-Sept 2015

Senior Voice Engineer

•Designed network architecture thru Visio drawings, documented and coordinated support of Avaya VoIP telephony infrastructure migration from Definity G3 to an Avaya 8700 centralized solution with 8300 servers, G-700 and G-350 gateways.

•Worked with MPLS vendor defining QOS specifications for VoIP solution.

•Configured 8700 switch to include remote locations and gateways to include various definitions such as route patterns, dial plans, user’s stations, class of restrictions, and coverage path as needed per locations.

•Support and interact with Contact Center Call centers, Avaya IVR Voice portal, Avaya Modular Messaging and CMS applications responding to service level work orders requests for various requests ranging from moves, add and changes within their VoIP infrastructure.

•Coordinate, schedule and test primary rate interface circuit provisioning over Simmons MPLS network prior to production circuit turn-up dates to insure toll free numbers are properly routed.

•Support and modified Cisco Call Manager 4.1 Administration to support dial plan, toll free DNIS and QOS requirements as needed.

•Support and modified Contact Center call detail report through Avaya CMS Supervisor,

. and Agent’s voice recording service through NICE and AES servers.

Simmons Bedding Corporate Office – Atlanta, Ga. Jan 2007- Sept 2012

Solutions Engineer/Consultant

•Designed and documented network architecture, and support Avaya IP telephony infrastructure for Contact Centers and data centers throughout the country.

•Duties include documentation of all facets of IP telephony environment, and testing solutions in structured lab environment prior to production release.

•Reviewed and modified quotes from Avaya using their Avaya Solutions Design tool to meet our contact centers specifications and solution.

•Interact with clients and end users to insure Avaya’s VoIP infrastructure solution meets their needs.

•Designed Contact Center’s dial plans, route patterns, Class restrictions prior to VoIP implementation.

•Attended and managed implementation projects and schedules to insure target production dates were met on time and within budget.

Intercall Corporate Office West Point, GA Jan 2002-Jan 2007

Telecommunications Project/Lead Engineer

•Design, plan and support telecommunications infrastructure to support audio, video and conference bridge business.

•Duties consist of implementation of processes and support of IP telephony services for conference bridges and replacement of Centrex business services.

•Review current infrastructure, develop and execute project workflow for internal departments and transport carrier services to insure project is on schedule with minimum impact to customers and company financial objectives.

•Integrated testing of video, audio and telephony products.

•Setup and debug of test systems, and report bugs to vendors for resolutions prior to production release.

Kilpatrick Stockton LLP – Corporate Office – Atlanta, GA. Sept 1997 – Jan 2002

Senior Telecommunications Supervisor

•Hands-on supervisor responsible for the management, budgeting, and planning of telecommunications and network facilities of 6 domestic and 2 international offices for corporate law firm.

•Designed, implemented, coordinate and supported voice over IP infrastructure which saved the law firm over 30 thousand dollars annually.

•Supervised and managed 4 technicians in remote offices and primary contact for trouble tickets escalated to telecommunications department.

•Scheduled and managed upgrades to telephone switches; ACD call routing, and network upgrades as needed without impacting business operations.

•Responsible for all daily moves; adds and changes for all telephony medications for all offices. Installed and coordinated video conferencing meetings over IP infrastructure saving the firm revenues verses public ISDN circuits.

Education: B.A., Pennsylvania State University, Middletown, Pa.

Training: Cisco DBUCCE/ CVP

Currently pursuing ACA & ACS design IPT from Avaya University.

Cisco Routing Networking, Ethernet Network, Solaris Network Management

•AT&T Route-IT

Contact this candidate