Field Service Representatives

Ramdath Siew

***** ******* ******

Fremont, CA **539

(510) ad5wxo@r.postjobfree.com

QUALIFICATIONS

·More than 20 years experience in the technology industry, specializing in telecommunications.

·Consistent track record of successfully delivering products to market on time.

·Extensive background developing and harvesting relationships with customers.

·Proficient in demanding and changing environments without sacrificing accuracy.

·Composed in stressful situations despite unexpected complications or pressures.

·Recognized by management for integrity, loyalty, perseverance and determination.

PROFESSIONAL EXPERIENCE

AVAYA GOVERNMENT SOLUTIONS, Richmond, CA

Telecommunications Technician October 2016 – March 2024

·Support Social Security Administration Telephony System.

·Moves, adds, changes and updates to Avaya phones.

·Setup daily maintenance Routines.

·Login and configure CS1K PBX.

·Interface with clients/customers.

COMMUNICATION RESOURCES INC, Farmingdale, NJ

Telecommunications Engineer 2009 – 2016

·Responsible for the installation and maintenance of Avaya Aura Messaging and Avaya Modular Messaging Systems.

·Provided remote and on-site support to clients on Avaya Aura Messaging, Avaya Modular Messaging, Avaya Legacy Octel Messaging System and Avaya Communication Manager.

·Performed remote MAC support for all Avaya Messaging Systems and Communication Manager.

·Liaison between Avaya TAC Support, CRI Business Partners and clients on severity 1 cases.

·Recorded, tracked, escalated and updated service calls through the Support Desk trouble ticketing system.

·Worked with local and remote end users for resolving hardware and software problems, network communications and connectivity issues.

·Performed Project Management for all assigned projects.

·Performed Administrative and End User Training.

TOUCHBASE INC, San Francisco, CA

Telecommunications Technician 2004 – 2009

·Provided remote support globally to clients on Cisco Unified Call Manager, Cisco Unity Servers, Cisco Call Manager Express, Cisco Unity Express and Cisco Routers which included moves, adds, changes.

·Remotely troubleshot and repaired problems on global clients’ Cisco Unified Call Manager, Cisco Unity Servers, Cisco Call Manager Express, Cisco Unity Express and Cisco Routers.

·Liaison between Cisco TAC Support and global clients on severity 1 and severity 2 cases.

·Responsible for the installation and support of AVAYA PBXs and Voice Messaging products.

·Performed end user telephone support including problem determination, first and second level problem resolution and implements problem escalation and tracking on a need to basis on Avaya equipments.

·Recorded, tracked, escalated and updated calls through the Support Desk trouble ticketing system.

·Worked with local and remote end users for resolving hardware and software problems, network communications and connectivity issues.

·Performed onsite visits to resolve hardware and cabling issues.

AVAYA / LUCENT / OCTEL / VMX, Milpitas, CA 1990 – 2003

Product Quality Assurance Engineer (2000-2003)

·Responsible for test and trial of AVAYA messaging products.

·Assisted engineering team with customer escalation and in troubleshooting/problem solving to enable on-time software releases.

·Responsible for in-house installation and testing of Multi-Vantage S8300 system, including implementation of AVAYA IP telephones.

·Assisted in-house PBX technician with setup of different PBX types in order to test messaging applications.

Ramdath Siew (510) ad5wxo@r.postjobfree.com Page 2

PROFESSIONAL EXPERIENCE (continued)

·Generated and maintained test documentation.

·Executed test plans using AVAYA specific and other industrial standard equipment, including all Microsoft Windows Operating Systems.

Technical Support Engineer (1997 – 2000)

·Provided telephone technical support to AVAYA Distributors, support personnel, selected end user accounts and less experienced technical support engineers.

·Mentored and trained first-level diagnostic engineers and new hires. Primary liaison between distributors’ second level support in escalating for assistance in installations, maintenance, problem determination and resolution of non-standard problems.

·Assisted sustaining engineering in solving complex technical problems.

·Conducted duties as liaison in support of Product Introduction on product installations.

Field Service Engineer (1990 – 1997)

·Managed all technical aspects of implementation for large and most sensitive clients.

·Performed project management, system design, implementation, installation and maintenance of VMX/Octel Call Processing Systems.

·Interfaced extensively with clients and phone service providers to successfully develop applications, defined goals and objectives and integrated systems within wide variety of telecommunications environments.

EDUCATION

AAS in Electrical Technology, Queensborough College, Bayside, New York

CERTIFICATIONS / PROFESSIONAL TRAINING

AVAYA:

·

·ACSS - Avaya Aura Messaging 3203

·ACA - AVAYA Certified Associate

·ACSS - Avaya Modular Messaging MSS 3200

·Intuity Audix System Admin/End-User Training

AVST:

CX-E Master Technician 109*-*****-**

CISCO:

·UCSE - Unified Communication for System Engineers

VMX:

·Systems Engineering

·Advanced Systems Engineering

·VMX Works Installation and Maintenance

·Visual Mailbox

·Digital Networking

OCTEL:

·BRANCH, ASPEN & MAXUM Installation and Maintenance

·OVERTURE 250/350 ADVANCE ARIA Installation and Maintenance

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