Customer Service Call Center
Resume:
KATHERINE B. BUTLER PAGE #*
**** ******** ******. 215-***-****
San Diego, CA. 92129
*************@*****.***
TECHNICAL: Avaya S8700, S8500 VoIP
SUMMARY Avaya Definity Systems
Avaya Definity Centre Vu Call Center Management Administration
Avaya IC
Avaya AES
Avaya Merlin Magix
Avaya Definity ASA System Administration
Avaya Intuity Audix Administration
Octel Voice Messaging
Avaya Modular Messaging
Microsoft office software
EXPERIENCE: Voya Financial West Chester, PA
POSITION: Telecommunications Specialist
2012-Present
Responsibilities Includes:
Maintain the Corporate Avaya S8700 Servers which include over 850 registered VoIP telephone sets and 100 PSTN and analog lines.
Maintain the Corporate Avaya Modular Messaging Voice Mail System with over 1100 voice mailboxes.
Maintain and create new ACD groups by Vector Administration, VDN’s, and Skill Groups, EAS agent login ID’s and Centre Vu access for end users.
Manage the NICE Call Recording equipment for Voya Financial call centers.
Supervise a team of cable technicians for installations of voice and data cable for LAN/WAN and PBX connectivity throughout the company.
Manage telecommunications systems for the Corporation throughout North America which includes (3) Avaya S8500 Servers, several S8300 LSP Servers and a number of Samsung Digital telephone systems.
Suggest purchases of new communications software, hardware and related upgrades.
Implement installation of telecommunications equipment for headquarters and remote locations.
Oversee installation of circuits and other telecommunications projects.
Identify and analyze network problems. Recommend changes in network configurations to improve levels of service and reliability.
Coordinate Local, Long Distance and Telecommunication System Vendors for installations and troubleshooting, which include ordering T1 facilities and copper lines from carriers.
Program adds moves and changes on Avaya S8700 and Modular Messaging Voice Mail System.
Install and program Digital, Analog and T1 cards within the telephone systems.
Cross connect and wire jacks for TDM equipment.
Manage vendor relations.
KATHERINE B. BUTLER PAGE #2
EXPERIENCE: Verizon Business Delivery King of Prussia, PA
POSITION: Roaming Technician for ING Direct
2008-2012
Responsibilities Included:
Servicing Avaya S8700 Servers for various Verizon customers who included VoIP Media Gateways, telephone sets, PSTN and analog lines.
Service Avaya Modular Messaging Voice Mail System
Create new ACD groups by Vector Administration, VDN’s, and Skill Groups, EAS agent login ID’s and Centre Vu access for end users.
Supervise a team of cable technicians for installations of voice and data cable for LAN/WAN and PBX connectivity
Implement installation of telecommunications equipment
Oversee installation of circuits and other telecommunications projects.
EXPERIENCE: Toll Brothers Inc.
POSITION: Lead Telecommunications Voice Engineer
2004-2008
Responsibilities Included:
Maintain the Corporate Avaya S8700 Servers which include over 500 registered VoIP telephone sets, over 700 digital telephone sets and 100 fax and modem lines.
Maintain the Corporate Avaya Modular Messaging Voice Mail System with over 1100 voice mailboxes.
Maintain and create new ACD groups by Vector Administration, VDN’s, and Skill Groups, EAS agent login ID’s and Centre Vu access for end users.
Supervise a team of cable technicians for installations of voice and data cable for LAN/WAN and PBX connectivity throughout the company.
Manage telecommunications systems for the Corporation throughout North America which included (3) Avaya S8500 Servers, several S8300 LSP Servers and a number of Samsung Digital telephone systems.
Suggest purchases of new communications software, hardware and related upgrades.
Implement installation of telecommunications equipment for headquarters and remote locations.
Oversee installation of circuits and other telecommunications projects.
Identify and analyze network problems. Recommend changes in network configurations to improve levels of service and reliability.
Coordinate Local, Long Distance and Telecommunication System Vendors for installations and troubleshooting, which include ordering T1 facilities and copper lines from carriers.
Program adds moves and changes on Avaya S8700 and Modular Messaging Voice Mail System.
Install and program Digital, Analog and T1 cards within the telephone systems.
Cross connect and wire jacks.
Manage vendor relations.
KATHERINE B. BUTLER PAGE #3
EXPERIENCE: Jones Apparel Group, Inc.
POSITION: Telecommunications Specialist
2001 – 2004
Responsibilities Included:
Supervise a team of cable technicians for installations of voice and data cable for LAN/WAN and PBX connectivity throughout the company.
Manage telecommunications systems for the Corporation throughout North America.
Suggest purchases of new communications software, hardware and related upgrades.
Implement installation of telecommunications equipment for headquarters and remote locations.
Oversee installation of circuits and other telecommunications projects.
Identify and analyze network problems. Recommend changes in network configurations to improve levels of service and reliability.
Coordinate Local, Long Distance and Telecommunication System Vendors for installations and troubleshooting, which include ordering T1 facilities and copper lines from carriers.
Program adds moves and changes on Avaya Definity G3R and Octel Aria Voice Mail System.
Install and program Digital, Analog and T1 cards within the telephone systems.
Cross connect and wire jacks.
Manage vendor relations.
EXPERIENCE: NCO Group, Inc.
POSITION: Sr. Telecommunications Analyst
1999 – 2001
Responsibilities Included:
Manage telecommunications systems for the Corporation throughout North America.
Suggest purchases of new communications software, hardware and related upgrades.
Implement installation of telecommunications equipment for headquarters and remote locations.
Oversee installation of circuits and other telecommunications projects.
Identify and analyze network problems to maintain and improve levels of service for over 10 large call centers with over 200 collection agents within each office. Recommending changes in network configurations to improve levels of service and reliability.
Coordinate Local, Long Distance and Telecommunication System Vendors for installations and troubleshooting, which include ordering T1 facilities and copper lines from carriers.
Program adds moves and changes on Lucent Definity, Nortel and Executone telephone and voice mail systems.
Create new ACD groups by Vector Administration, VDN’s, and Skill Groups, EAS agent login ID’s and Centre Vu access for end users.
Set up connections between telephone systems and IVR’s.
Install and program Digital, Analog and T1 cards within the telephone systems.
Cross connect and wire jacks.
Review Telecommunications invoices to research correct billing amounts.
Design/Issue Requests for Proposals for wiring of Main Distribution Frame Voice and Data Cabling for new office locations.
Manage vendor relations.
Assist Director of Voice Communications with other duties as assigned.
KATHERINE B. BUTLER PAGE #4
EXPERIENCE: Electronic Data Systems
1997 – 1999
Position: Sr. Voice Engineer/Team Lead
Comcast Cable Corporation
1992 – 1997
Position: Sr. Telecommunications Specialist
Colonial Penn Group Inc.
1979 – 1992
Position: Sr. Telecommunications Analyst
EDUCATION: University of Pennsylvania College of General Studies
January, 1988 – September, 1990
Major: Business Administration
Temple University Business Institute
January, 1986 – January, 1987
Major: Real Estate (qualified for state license)
Little Flower Catholic High School for Girls
September, 1975 – June, 1979
Graduate with Academic Honors
REFERENCES: Available Upon Request.
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