Customer Service Management Engineer

Armando F. Carranza

Advanced Diagnostic Avaya Engineer

**** ******** ***** *****, ** 33647

ad5n5h@r.postjobfree.com 917-***-****

QUALIFICATIONS SUMMARY

Experienced telecommunications professional with a strong background working with Core Avaya Products: Avaya Aura Communication Manager, System Manager, Session Manager, Session Border Controller, HP/Dell/S8xxx Servers, Vmware / AVP / ACP / ASP Platforms, AACC, Unified Communications, CMS, Audix / Modular Messaging / CMM/IX Messaging / Aura Messaging, IP Office.

Self-confident, solid communication and interpersonal skills

Focused, dedicated, committed and graciously upfront

Resilient troubleshooting skills and follow up

Excellent interactions with clients, co-workers and supervisors

Able to work under pressure and achieve timetables

Vendor Management coordinator

Tolerant Customer Service professional

PROFESSIONAL EXPERIENCE

Software Release Management Engineer

Converge1 12/2020 – 8/2023

Software Release Management Engineer handling coordination of software updates on all Avaya Core products.

Reviewing current customer topology/platforms/software, recommending latest Avaya updates, scheduling Avaya update change control windows, staging software to equipment.

Completing all Preliminary backups/snapshots, and completing update implementation with a change control window, with a monitoring window after.

Advanced Diagnostic Engineer

Converge1 2/2013 – 5/2020

Tier3 engineer handling diagnostics for multiple Avaya Core products across different platforms, along with completing MAC/Implementation/Upgrade work requested by customer accounts.

Led Break/Fix KPI statistics for 2 years while part of Tier3, outperforming measurements.

Consultant – Avaya System Specialist

Verigent Consultant, Tampa, FL 7/1/12 – 2/15/13

Completed upgrades of legacy equipment Definity G3 to full IP G430 gateway-(2) sites for UBS.

Install new IP office V2 with 10 phones for (1) Business Equipment Services site.

Proprietor

Tactic IP Solutions 9/2010 – 6/2012

Consultant Assignments 6/2011 – 6/2012

Trained end users at Hartford Insurance on the IP phones installed after upgrade.

Cable and jack repair at Actors Equity.

Department of Health NYC sites - analyze, repair and MAC requests.

McMaster Carr upgrade CM and replace AES.

Consultant at American Organic Energy for vital telecom needs ( Install, repair and upgrades ).

Consultant at CVStarr Insurance for specialized telecom needs ( MAC requests & migration knowledge transfer ).

Active Health Care 3/2011 – 6/2011

Hired to work with voice team at Active Health Management on voice refresh and upgrade Avaya main server S8710 to S8800 with media gateway G450 & G650. Avaya 2420/4621/9630 series phone placement. Working with a team of two, I was responsible for closing existing queue tickets, call management system reports, working with vendors from Avaya, Avaya One-X deployment (mobile and home use), Envision recording, Varolii callback, Active Advice and AT&T. Assisted on first day of business after cutover to support location users with phone features and voicemail setup. Worked with work at home (WAH) users on VPN connection and values configuration, troubleshooting modem-router setup. IP softphone & IP Agent installation and troubleshooting.

Proskauer Rose 9/2010 – 2/2011

Worked with voice team at Proskauer Rose on upgrade of Avaya main server S8300 to S8800 with media gateway G450 & G650. Avaya 9621/9640 series phone placement. Working with a team of four, I was responsible to work with Avaya on first day of business after cutover to troubleshoot user issues with system. Survey all departments, conference rooms, main/service elevator bays, messaging center, loading dock and building services for stations working as designed.

Senior Systems Engineer

Avaya Inc, New York, NY 1/1992 – 3/2010

Responsible for field technical operations for business clients.

Install, maintain, troubleshoot, repair, and upgrade a wide variety of Avaya PBX’s: Definity G3R, G3SI, Prologic, CMC and S8300 – S8800 main servers.

Media gateways G350-G450-G430-G650

SIP service implementation

Project lead on multiple installs, moves or upgrades instructing teams of 10 – 20 colleagues, working independently when needed

Dedicated to major accounts (NBC, Federal Reserve) coordinating voice team with daily tasks and projects

Service major clients such as NBC, JP Morgan, Paine Webber and Federal Reserve

Perform programming for Intuity Audix/Modular Messaging voicemail and messaging systems.

Perform application installs, repairs for Avaya One-X communicator, mobile and agent end users.

Perform cable install for voice, video and data

Perform site surveys at customer sites to assess current condition status

Evaluate and record all required specifications and materials for projects

Train customers in usage of systems and provide end-user support as needed.

Achievements:

Enrolled in Avaya University and completed Technical Engineering for telecommunications, passing requirements to become Senior System Engineer (1992-1994).

Trained in small business systems: Partner, Merlin, Spirit

TRAINING

Completed certification including: ACIS, ACSS, CMS, Oracle Update Support, ACA IP Telephony, Avaya ACE, CTP, Network+, A+, MS-DOS, TS-Tab, TQT1

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