Call Center A Team

ANTHONY SQUIRES

***** ********* ***** ***** ********** GA 30004 843-***-**** **********@*****.***

Enthusiastic and motivated Avaya Engineer/ Architect. I thrive in fast paced environments, have excellent time management skills and know every product Avaya has except IVR, Excellent communication skills both verbal and written. Recognized with Technical Lifesaver Award for my work after hurricanes thrive in a team environment and can mentor other engineers as needed. Have managed teams up to 20 people.

Thrive in a high performance, fast-paced environment

I am an excellent multitasker

A self-starter and someone that can manage their day-to-day tasks and goals independently

I always keep a positive attitude and willingness to take on new tasks as they arise excellent time management skills.

I have always been very customer focused and eager to engage when issues are encountered

I have excellent communication skills (verbal & written) I am a solution-oriented problem solver

Recognized with “Technical Lifesaver” Award for emergency Work performed during hurricanes on the East Coast of South Carolina.

EXPERIENCE

2023 to 2024

Sr Avaya Engineer - Ameren inc

Work on Microsoft teams, Avaya Gateways and IP Office. We are decommissioning Gen1 and Gen 2 Avaya PBX’s I am doing cleanup of extensions and verifying forwarding etc. on stations that are in service and putting it all in an excel file. PBX audits, Configuring Audio Codes SBC and small office appliances. Microsoft Teams adding users and extensions. Manage multiple factors on a project simultaneously. validate customer engagement design intent and to troubleshoot and isolate problems and recommend corrective action.

2019 to 2023

Sr Avaya Engineer/ Architect – Centene Corp

Working trouble tickets on Avaya, and oracle SBC, Nice IEX, Nice engage. doing trouble tickets, adding and removing users, reboots. And led the migration from engage to IEX to in contact. CM 8.0.1, Microsoft Teams, Oracle business solutions to include SBC’s and enterprise communications, IT networking on the call center dev ops team. PowerShell scripting One-X 2.25, Session manager, system manager, System reboots weekly, certificates for media servers, routing switching, and anything in between on a daily basis. Cisco CUCM Admin.

Cisco VG 204,310,320.Cisco Unity. Diagnose resolve and follow-up on incidents in Cisco, Avaya, MS teams. Call Centers CMS. AACC Scripting using Avaya Orchestration Designer’ Windows server batch Scripting, monitoring tools such as Splunk and SolarWinds. DNS configuration on endpoints and servers. Managing technical Avaya installations across the vast Centene environment

. Evaluate and prioritize IT support tickets, resolve issues quickly and inform every one of the progress/ resolutions. Develop systems and infrastructure related documentation. Resolve complex system incidents for customers, on Avaya CM 8.0.1, AES, Nice IEX Systems, CSS, using Mobi-X-Term, ASA, Putty. Work with onsite technical resources to resolve connectivity issues with Citrix environments, Work on System Vulnerabilities and ongoing project to move Centene from premise-based Avaya systems to Amazon Web Services. Troubleshoot issues related to BigFix and Tanium for software push and application packaging, troubleshoot IP telephony related issues, troubleshoot and resolve issues Session manager, System manager, G4xx gateways, SAL, related to audio/video equipment in conference rooms

2017 to 2019

Lead Avaya Engineer – Tek Systems

Moving all 5000 Allstate Agent Offices in the US to the Avaya

Cloud. Avaya System Manager for changes and working trouble

Tickets for offices. SQL server for porting numbers and

Associated tasks. Use Lyra and other applications to resolve

Main number and lead line errors. Resolve errors from numbers

To SQL. MAC work . manage and mentor 12 engineers daily

EDUCATION

May 2017 GPA: 3.8

Bachelor of Business (Management)

April 2021 Avaya Technical Instructor Certification.

2022 Avaya ACIS, ACSS., APSS

Cisco CUCM Administrator 2021

SKILLS

Avaya POM, Oceana Breeze, voice portal

Avaya CM 10.1, CMS 20 SMGR, SM

Avaya Media Gateways

Visio VMware

Multi-vendor voice/ data circuit configurations/ maintenance (Sprint, AT&T, Verizon

Microsoft Teams

Time management, Customer Satisfaction.

Team and fast paced environment

Problem solving

Cisco CUCM Administrator

DNS Configurations

Microsoft office Products

Microsoft Project. Visio

Nice Engage IEX uptivity

SIP TDM Ip

One-X agent Call Center Elite CMS supervisor

ATT RoutIT

Avaya AES

Audio Codes, Avaya Oracle SBC” S

Team Mentoring and Management.

Multitasking, Self-Starter.

Solution Oriented

Avaya Tier 3 Instructor

Server Batch Scripting

Network Troubleshooting

Project Management (PMP)

Contact this candidate