Contact Center Call

Atila Keser

Oklahoma city, Oklahoma

Mobile: 980-***-**** – Email: ********@*******.***

Profile

Professional Technical professional with more than 20 years of experience with Unified Communications Manager Technologies and Call Center Infrastructure, a team player with proven ability to deliver projects on time and within budget is looking to obtain a position as a VOIP Specialist with an organization that will support professional development and offer long-term growth potential.

TECHNICAL SKILLS

• Microsoft TEAMS phone configuration and administration

• Polycom phones CCX 600 and Polycom Trio 88xx and c60 Conference room phones

• Broad experience in Voice and data networking technologies.

• Administration and troubleshooting of Avaya Aura 8.1 and UCCM 11.2

• Excellent experience using Avaya Aura Platform 8.1, Avaya System/Session Managers, G450 Gateways,

• Solution Architect for Contact Center and IP Telephony. Experienced in Contact Center design,

Implementation and support for Avaya based technologies.

• Fortinet Firewall administrator and configuration

• Detailed integration knowledge of various Contact Center System

• Proficient in Data technologies such as QoS, Routing and Switching. Experience working with different

protocols such as TDM, H.323, SIP, QSIG, RTP and RTCP.

• IPC Unigy Turrets IQMAX, IGMAX Touch, Unigy CCM

• Strong understanding of advanced routing technologies such as BSR (Best Service Routing), Vectors

And Variables and ELAI (Enhanced Look Ahead Interflow). Knowledge of Business Advocate.

• Efficient in maintaining Avaya PBX products such as media servers, gateways and its related circuit

packs such as CLAN, MEDPRO, VAL and DS1. Maintaining contact center call flow using vectoring,

VDN, announcements and switch programming.

• Managing carrier service and troubleshooting of TDM, T1 lines for error detection.

• Excellent problem-solving complex telephony environments, capturing trace calls and working with

Internal and external teams.

• understanding of ITIL framework for Service Requests, Vendor Management, Problem Management, Change and Release Management.

• Administer and configuration SMART communications.

• Administer Five9 Virtual Contact Center agents

SONUS GSX and PSX for monitoring the call flows, administering and maintenance of TDM/SIP Trunks

• Tested and Certified West (Intrado) e911 for the Contact Center and Enterprise Voice for production

• Produce Test Cases and Design documents for new VOIP products in the lab for Production

• Validate call flow proactively

PERSONAL SKILLS

• Strong interpersonal skills with excellent Team Player

• Ability to work independently with minimum supervision in a fast-paced environment.

• Project Coordinator, able to manage conflicting priorities with ease.

• Highly developed analytical and organization skills with creative and innovative thinking.

• Vendor Management

Education

Centenary College Hackettstown, NJ 2011

• Associates Degree

CERTIFICATIONS

• APSS: Avaya Professional Sales Specialist

• APDS: Avaya Professional Design Specialist

• Avaya G3R Definity

• Avaya Intuity Audix

• Avaya World Class Routing

• IPC Unigy v5.x Advanced Administration

• IPC Unigy v5.x Technician

Work Experience

Tata Consultancy Services / Hertz Oklahoma City, OK

05/2023 – Present

Sr. Network Voice Engineer

• Conversion of legacy Avaya (3.1) and Cisco Unified Communication Managers (9.0) to Polycom and Microsoft Teams

• Provide and Manage Carrier services of the PRI Trunks of disconnects and porting numbers with the carrier to H3232 and SIP Trunks for Migration efforts to Microsoft TEAMS

• Administer, configure Microsoft TEAMS and Polycom CCX Desktop phones and Polycom Trio 8800, 8500, c60 Conference Phones

• Provided coaching and mentoring of the off-shore resources of voice operation engineers.

• Vendor management of voice and data, carriers and technicians.

• Point of escalation of incidents and outages - on call 24x7 sites or new site branch installations.

• Pro-Actively involvement of new projects and inter action across voice & data teams, customer, and vendors.

Tech Mahindra / IPC Bank of America Charlotte, NC

04/2022 – 09/2022

Sr. Voice Engineer Lab – Trader of Voice IPC

• Develop and execute test plans. Optimizing integration test plans leveraging other products to specific test plan IPC Turrets IM/MAX IQ/MAX Touch

• Support ancillary test plans for validation of monitoring, capacity planning, system availability monitoring of the Unigy 5.2

• Write technical documentation and low-level designs to capture test results for validation

• Collaborate with infrastructure support team of any issues of testing

• Provide technical guidance and mentoring to other lab engineers

Brooksource c/o Charter Communications Charlotte, NC

07/2021 – 03/2022

Sr. Voice Operations Engineer

• Administer, configure of the Avaya Aura Communication Manager 8.1

• Proactively monitor Avaya Communication Managers, Avaya Voice gateways, Avaya System and Session Managers, Avaya Media Servers, AES.

• Monitor the Oracle SBC’s of the health and alarms.

• On Call 24x7

HCL Technologies c/o The Standard Insurance Portland, OR

08/2018 – 06/2021

Sr. Voice Ops Engineer – Onsite Team Lead

• Administer, configure, manage, install and engineer The Standard Insurance Avaya Aura Communication Manager 10.1

• Proactively monitor Avaya Communication Manager, Avaya voice gateways, Avaya System and Session Managers.

• Administer and monitor the Avaya AEP, Avaya AES, Avaya CMS, NICE and NUANCE

• Upgrades and patching of the Avaya Aura Communications platform.

• Proactively monitor and support Executive’s Cisco Telepresence SX80 Video Conferencing

• Create design documentation, training materials and run-books of client's voice infrastructure.

• Create field guides of new installation of HUB sites or new site branch installations.

• Pro-Actively involvement of new projects and installation working closely with the customer, voice/data teams and vendors.

• Administer Five9 Virtual Contact Center agents

• Change manager of voice turnover for the team, member of The Standard Insurance CAB team.

• Upgrades and patching of the Avaya Aura Communications platform.

• Provided coaching and mentoring of the off-shore resources of voice operation engineers.

• Vendor management of voice and data, carriers and technicians.

• Point of escalation of incidents and outages - on call 24x7 sites or new site branch installations.

• Pro-Actively involvement of new projects and inter action across voice & data teams, customer, vendors.

Bank of America Charlotte, NC

10/2013 – 06/2018

Sr. Voice Engineer - Network Integrity and Lab Services

• Manage the Bank of America lab call center that contains of Cisco Unified Communication Manager 11.2 (CUCM), Cisco ISR 4450, Avaya Aura Communication Manager 10.1 & 8.1, Avaya AES, Avaya CMS r17, Avaya G650 & G450 Voice Gateways, Avaya System and Session Managers and Sonus SBC's.

• Configure, test and certify all associated VOIP products in the lab for deployment in production. (e911, TDM & SIPaaS, Microsoft Lync with Avaya One-X Communicator, Nice Recording, Cisco Voice Gateways)

•Upgrades and patching of the CUCM 11.2.

•Upgrades and patching of the Avaya Aura Communications platform.

• Avaya Product Manager, Over see a specific product from conception to end-of-life, new releases, patches, firm wares.

•Create design documentation, test case results documentation and run-books of voice products.

•Create field guides of new installation of HUB sites or new site branch installations.

Prosys c/o Bank of America Charlotte, NC

02/2012 – 09/2013

Solution Architect

• Manage and configure Bank of America Lab Contact Center of Avaya Aura 5.2 platform.

• Configure, upgrades and patching Avaya Communication Managers, G650 & G450, and Avaya AES.

• Perform tests and certify associated VOIP products in the lab to for deployment in production.

Verizon New York, NY

05/2009 – 03/2012

Lead Network Voice Engineer

• Administer, configure, manage, install and engineer client's multi-site IP PBX Infrastructures of Avaya Communication Managers/Aura in ESS and LSP H323 voice gateways, Avaya System and Session Managers.

• Upgrades and patching of the Avaya Aura Communications platform.

• Create design documentation, training materials and run-books of client's voice infrastructure.

• Create field guides of new installation of HUB sites or new site branch installations.

• Pro-Actively involvement of new projects and installation working closely with the customer, voice/data teams and vendors.

• Change manager of voice turnover for the team

• Upgrades and patching of the Avaya Aura Communications platform.

• Provided coaching and mentoring of the off-shore resource of voice engineers.

• Vendor management of voice and data, carriers and technicians.

• Point of escalation of incidents and outages - on call 24x7.

• Working knowledge of data networks, configurations and protocols - TCP/IP, VLAN's, LAN, DHCP Scope Options, 802.1p/q, HTTP, TFTP, H.225, H.245, H.323, G.711, G.729, and SIP.

BlackRock New York, NY

03/2007 – 04/2009

Voice Engineer

• Engineered Black Rock Financials voice infrastructure conversion of Avaya Communications Manager to Cisco Unified Communication Manager (CUCM).

• Engineered Black Rock Financials Trade OF Voice infrastructure conversion from ETRALI Turret Systems to BT IP TURRET Trading System

• Black Rock's Trading Floor escalation support.

• Administer and Support of Cisco Unified Communication Manager / Cisco Unity Voicemail.

• Administer and Support of Avaya voice products PBX - S8710, G3R, Modular Messaging, Avaya Intuity Audix Voicemail systems.

• Administer and Support of Nortel Norstar.

JP MORGAN CHASE New York, NY

07/2001 – 02/2007

Voice Engineer

• Configuration and design of Avaya voice products PBX - S87XX, G3R, Prologix

• Administer and Support of Cisco Call Manager 4.1 / Cisco Unity Voicemail

• Administer of Avaya Intuity Audix, Modular Messaging, Polycom Video Conferencing, Octel, and Cisco Unity

• Cisco and Avaya ACD, Auto Attendant, IP Agent

• Proactively support and resolve of all telephony related issues - On call 24x 7

• Recommend tactics to resolve problems and recover service with minimal or no interruption to clients. • Possess strong technical, engineering, call flow and operational skills related to voice

• Display and encourage collaborative sharing of information with team members

• Maintain relationships with internal clients and other technology teams

• Respond to operational issues logically and methodically

• Communicate with peers, vendors and business units for resolving and mitigate voice related issues

Colliers ABR c/o Luis Vuitton Moet Hennessy (LVMH) New York, NY

03/1999 – 06/2001

Telecommunications Technician

• Provided voice technical support for the following associated companies: LVMH, Louis Vuitton North America (LVNA), Guerlain, Givenchy Inc., Parfums Givenchy, Christian Dior Perfumes, Christian Lacroix, Christian Dior Boutique, Kenzo

• Administrator of AVAYA Definity G3R PBX, AVAYA Site Administration, Polycom Video Conferencing, Intuity Audix and Octel voice mail systems. Coordinated moves, adds and changes (MAC's). Coordinated of Definity Prologix systems installations of four locations and synchronize them to the main central office (LVMH).

• Carrier management (Verizon, AT&T, Qwest) ensuring delivery of transport services

• Generate Call Accounting reports to all affiliated companies.

• Avaya G3R PBX by installation of additional PBX MCC cabinets and components

Reference Available on request

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