Contact Center Lead Engineer

Robert Miranda

Atlanta, GA

Interview Availability: Feb-26 to March-01 – 9:00 AM to 5:00 AM

Professional Summary

Over 18 years of experience in the Telecommunications industry as installation technician/Telecommunication Engineer. Over 10 years’ experience in fiber turn-up and troubleshooting as well as installation. Desire is to find a position within a solid service minded company, one that promotes personal growth and provides career advancement opportunities.

Proficient in Avaya Aura Communication Manager (all versions)

5+ years of experience in Avaya Aura.

Worked on supporting teams who utilized various Windows servers, RHEL.

HCL Technologies (riteaid) Harrisburg Penn January 6, 2020, to Present

Lead Engineer Telecommunications

Perform adds moves and changes on Cisco UCCM, Nortel PBX (Opt.21-81) Avaya Legacy and Avaya S8000

VOIP and TDM systems.

Monitor North star CICS systems along with providing support to local sites.

Configure And program new routes both SIP and TDM. Test incoming and outgoing trucks.

Work with vendors and manage Installations and upgrades of equipment.

Perform maintenance and test on all voice and data equipment.

Perform trouble shooting and resolve tickets on Genesys Contact Center, analyze calls on IVR and IQR Prompts.

Analyze Prompts for quality and test all above systems.

Manage vendors’ trouble tickets as well as work with on trouble issues.

Work with Service Now and resolve issues with Avaya, Cisco and Nortel Legacy PBX systems.

Performs hands-on configuration / Instillation, troubleshooting on Microsoft Teams, CISCO, O365, Webex, Zoom.

Support multiple locations throughout the U.S. and work with vendors to restore telecom facilities.

Perform MAC changes on Avaya Contact Center as well as call flow and routing Calls.

Infosys Technologies December 3,2018- Dec 20,2019

Lead Engineer Telecommunications

Configure and maintain Avaya CM and Contact Center. Perform maintenance on Modular Messaging and perform Adds, Moves, Changes on these systems.

Perform trouble shooting and resolve tickets on Genesys Contact Center, analyze calls on IVR and IQR Prompts.

Analyze Prompts for quality and test all above systems. Manage vendors trouble tickets as well as work with on trouble issues.

LGH Lafayette General Health- Norwin Technologies January 2018-Dec 2019

Sr. Voice Engineer, IT Infrastructure Consultant

Responsibilities

Maintain Nortel Option 61C PBX, Perform Adds moves and changes as well as configure Interface with Cisco Call Server, Install Cisco Gateways for Analog Voice Over IP Analog Stations. Also Perform adds, moves and changes on the Avaya Communication Manager 8000 Series Server.

Provide Infrastructure Support on Cisco Communication Manager to Nortel network.

Administration of Cisco Unified Call Manager, and Contact Center Admin.

Ryder Logistics. (Location) July 2017 – January 2018

Sr. Voice Engineer

Responsibilities

Support Nortel Option 81 PBX system and maintain Avaya Modular Messaging voicemail

Perform adds moves and changes as well as preventive maintenance.

Support migration of Cisco Call Manager and change Nortel PBX.

Perform change out as Ryder Telecom needed. Place phones and test.

Work with Mike Waltrip Ryder Telecom 786-***-**** ********@*****.***

Department of Aviation, City of Atlanta, GA April 2016 - Jun 2017

Sr. Voice Engineer

Responsibilities

Support Avaya s8800 VoIP system, maintain Avaya Modular Messaging.

Oversee heat ticketing system and repair or do MAC (moves, adds, changes) maintain e911/operations as well as parking blue.

Phones and liaison with AT&T in trouble ticket repair on communications.

Circuits and OPX lines throughout D.O.A. facilities.

Maintain wiring both cat 5 and fiber optic backbones.

Trouble shoot over these platforms include working closely with the NOC group ion providing support over IP network, including Cisco Routers and switches.

HCL, Direct Energy, Houston, TX August 2015 - Dec 2015

Network Voice Engineer

Responsibilities

Support Avaya CS1K and related SMG sites.

Oversee local upgrades and project manage local vendors.

Program System Manager and Session Manager for SIP trunk integration also program Call Pilot and

build automated attendant calling trees.

Program Nortel BCM and Avaya IP Office and do adds moves and changes when necessary.

Moving the Direct Energy data center which includes walk troughs as well as rack Planning and layouts.

Interface with data center managers for carrier Interfaces as well as overseeing installation of all datacenter devices.

Coordinate and rack Cisco Switches and routers as well as SIP and Elan and Clan Ethernet connections to call servers and Avaya Contact Center, System Manager, Avaya Aura voicemail devices.

Blackbox Network Services (Bank of America) Aug 2014 - Aug 2015

Network Voice Engineer

Responsibilities

Maintain and support Cisco network as well as Cisco communication Manager and switches and routers.

Perform service call and repair equipment when need.

Onsite engineer for Bank of America.

Interface with Cisco support as well as Bank of America help desk to resolve issues with the network.

Maintenance and support of Avaya/Nortel Telephony systems.

Install, maintain, and upgrade CS 1000E.

Anheuser Busch Company Wipro consulting, St Louis, MI Jun 2014 - Aug 2014

Telecommunications Engineer

Responsibilities

Avaya, Nortel VoIP Migration Convert Avaya and Nortel PBX’s as well and Avaya Key equipment from analog to VoIP capability.

Programming PBX and Key equipment to meet VoIP protocol, installing T-1 trunk cards and or modules to interface with Cisco routers.

Connect PBX and or Key equipment to the routers.

Install T-1/E-1 cards in routers as well as FXO and FXS cards into existing routers.

Migrate from local central office operations to full network VoIP integration with home office.

Testing trunking and programming new dialing plans on all equipment.

Perform Voice Engineering to include PBX system Installation, configuration and administration; Project manage installation and implementation of Avaya Definity PBXs ProLogix, G3si. Avaya Servers S8300, S8500, S8700 with all features and adjuncts.

Intuity Audix and Octel Voicemail systems.

Responsible for the installation of Nortel Meridian One PBX systems and related products.

Raymond James Memphis, TN October 2013 - May 2014

Telecommunications Engineer

Responsibilities

Install and maintain telecommunications equipment.

Perform adds, moves and changes to Avaya BCM and Nortel equipment.

Install Avaya 450 and 8500 gateway and Cisco switches and wire ring down circuits and test analog ports, trouble shoot T-1 and configure VoIP telephones Telnet into PBX and key system devices make customer changes and repairs.

Project manage branch project which included working with vendors overseeing wiring of voice and data network and the installation of data switches.

Going to the site and testing and overseeing progress of project interfacing with vendors.

NorTel Meridian 1 systems on a multi-state basis.

Performed installation and maintenance on NorTel VOIP systems, CS1000, Symposium, Call Pilot.

AT&T Service Tech 3 data com, Atlanta, GA July 2001- May 2013

Telecommunication Engineer

Responsibilities

Install and maintain Avaya and Nortel voice and data equipment.

Perform adds moves and changes on Avaya and Nortel equipment.

Avaya G 450, G 650 gateways, As well as programming SIP trunking.

Perform adds moves and changes on Avaya voice over IP, Avaya Office certified, Nortel BCM.

Install Cisco routers and switches as well as repair Cisco equipment.

Ability to test and effectively isolate and repair Analog, Digital, Optical Data and Hi- Cap circuit troubles.

Providing technical assistance to the end user/vendor technicians in isolating trouble utilizing multiple types of test equipment.

Performed new turn-ups and installations of Data circuits and Fiber optic equipment.

Performed new site inspections of bonding and grounding and interface with the customer on all National Standards on Grounding Perform other duties as requested by Management.

RAD Ethernet Fiber Optic Converter qualified Perform migration on Rolm Siemens equipment as well as TDM changes on Siemens PBX, Siemens Unify VoIP.

Perform Voice Engineering to include PBX system Installation, configuration and administration; Project manage installation and implementation of Avaya Definity PBXs ProLogix, G3si.

Avaya Servers S8300, S8500, S8700 with all features and adjuncts.

Intuity Audix and Octel Voicemail systems.

Routinely Performed Moves, Adds, Changes (MAC) was a big part of my daily job description.

Williams Communications, Marietta, Atlanta, GA Feb 1998 - Jan 2001

Installation and Maintenance Service Tech

Responsibilities:

Perform maintenance, Installation on Nortel PBX and Nortel BCM and North star key system.

Perform adds moves and changes as well as cabling patch panels and 66 blocks as well as bix and AT&T 110 blocks.

South Miami Hospital, Miami, FL Jan 1994 - 1997

Telecommunications Manager

Responsibilities

Maintain AT&T system 85.

Maintain AT&T Audix voice mail system.

Manage venders for Hospital.

Maintained and repaired outside plant and cable, perform Moves, Adds, Changes on systems 85 and perform maintenance on PBX.

Repaired and spliced all outside plant including Ariel and underground plant.

Performed Cable located.

Education And Certification

Cisco UCCM

Cisco Unified Call Manager

Associate degree- Electronics Engineering

Certifications on Nortel 21 through 81 installation and Maintenance Option 11 installation and maintenance. CS1000 7.5 installation

Avaya 450 installation and maintenance

Avaya IP office 5.0 Skype IP Polycom CX-500 Phones Polycom 2200.

Nortel key system north star and BCM equipment as well as call pilot.

Nortel Call pilot.

Avaya Call Management.

AT&T system 85 and system 75 installation and repair.

Fiber optics training and splicing certification both manual and electronic.

Avaya IP Office 5.0 certification.

Avaya 450g, 650g, 8300.

Siemens PBX and Unify systems.

Mitel SX 100-SX 1000 SX 50.

Perform Voice Engineering to include PBX system Installation, configuration and administration; Project manage installation and implementation of Avaya Definity PBXs ProLogix, G3si.

Avaya Servers S8300, S8500, S8700 with all features and adjuncts. Intuity Audix and Octel Voicemail systems.

United Electronics Institute Associates Electronic Theory

Avon Park High School.

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