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Technical Engineer with Management experience.

Dover, DE
January 05, 2020

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Leroy Carney III

Technology Professional

Dover, DE


Honest, Innovative, dedicated and results oriented IT Technology Professional with over 20 years of experience looking to join an organization where I can utilize the skills and experience that I have accumulated during my career in a team environment for an organization that values it’s employees and contractors. .

Oct 2018 to Apr 2019 - Senior Telecommunications Engineer / Network Engineer - TSYS - World Wide Technologies - Oscar Assoc. - Columbus, GA

Position focused on the implementation, documentation and trouble-shooting telecommunications applications, services, systems, and circuits. Conduct project planning, vendor and cost analysis as well as supporting all system outages for monthly system maintenance. Perform traffic studies, capacity planning, equipment analysis, business continuity reviews, and disaster recovery planning. Responsible for supporting system and user documentation for end users, contact center agents, and clients. Provided in-depth technical support to implement, maintain and support local and remote telecommunication applications and systems to deliver data, voice and video services across various applications securely (carrier routing, applications integration, network segmentation, network security, firewall traversal, access and perimeter control, vulnerability management, intrusion detection and security monitoring). Escalates issues requiring advanced/expert knowledge and experience with Avaya and Cisco products. Installs advanced telecommunications software, patching, maintenance, support, reporting and configuration. Performed advanced (e.g. workforce management application that has a moderate integration to call recording system) telecommunications application and system testing, analysis, remediation, compliance and vulnerability management. Developed and/or updated records and reports for multiple telecommunications environments, software, hardware, circuits, configurations, inventory and billing. Assisted in the development of project and incident status updates to most levels of business, clients and management as required. Performs advanced call management functions of call routing for business as usual and disaster recovery operations. Leads and facilitates critical meetings to guide vendor engineers, network analysts and other corporate groups as needed and collaboratively works to provide solutions that benefit and meet business requirements for functional areas. Mentors and coaches’ peers and other departments on telecommunications operational processes and technology.

2016 to 2017 - Senior Telecommunications Engineer - PENN Medicine - Philadelphia, PA

Project requirements included installation of Avaya G450's and 96xx series phones into a $900 million-dollar medical facility in downtown center city Philadelphia. Completely responsible for final project approval. Managed inventory, installations and human resources all while strictly following the project financial requirements. Seamlessly migrated all phone system scripts and prompting for all medical departments from independent phone systems to the new centralized system. Built each medical department menu so that they seamlessly integrated into the hospitals main menu system. Followed strict documentation and meeting updates from executive management. Worked closely with departmental staff, nurses, doctors and patients to assure flawless refresh of equipment and integration with computer desktops and servers.

2014 to 2015 - Senior Telecommunications Manager - Orchard Brands - Warren, PA

Primary duties included managing the annual budget for the corporate Telecommunications department allocating funds to sixteen subsidiary companies. Primary responsibilities included overseeing and facilitating company’s departmental goals while supporting the growth and development of team members. Managed, improved and developed processes for all IT functional areas. Overseen the design, implementation and support of the Global Services model to meet growth, deliverable, service reliability requirements and problem management. Led department operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources. Ensured assets were utilized efficiently and appropriately. Maintained relationships with key consumers of departmental services and address concerns as they arose. Defined milestones and deliverables for all projects and support issues. Monitored and maintained project plans to ensure tasks were completed on time. Created project team assignments and provided support to project teams and organizational activities. Created and maintained all project related documentation including project plans, VoIP infrastructure design and operational functionality. Provided in-depth analysis and status reports to senior management.

2009 to 2014 – Advanced Diagnostic Engineer - NACR/ConvergeOne - Telecommute

Primary responsibilities included tier 3 & 4 Telecommunications, Network, VoIP and Telephony troubleshooting, project planning, implementation and production support in a mixed environment including Avaya, Cisco, Verint, NICE, Juniper and Extreme Networks equipment. Responsibilities included assisting and managing troubleshooting efforts for NACR's maintenance customer base. Acted as a SME in multiple product lines supported by NACR including Microsoft and Linux systems, Avaya CM, AES, Voice Portal and CMS. Assisted fellow engineers with troubleshooting complex issues. Managed assigned trouble incidents to resolution in a timely and professional manner. Provided assistance to voice engineering staff with troubleshooting customer PBX, AES, Session Manager, SBC, Call Center, Call Recording, Lync and other adjunct issues in Call Center and production environments. Performed escalations to manufacturers and drove resolution of those escalations to closure. Provided knowledge base articles and information to assist in best practices within areas of expertise. Performed "How To" training sessions for fellow engineers within the MSSC Help Desk. Provided solutions to a diverse range of complex problems. Built and Maintained the corporate customer service relationships. Took responsibility and provided leadership to clients, customers and the MSSC Help Desk all while consistently exceeding expectations.

2008 to 2009 - Telephony Engineer - Ameritrade / Sharp Decisions - Omaha, NE

Primary responsibilities include VoIP network designing, project planning, implementation and production support in a mixed environment of Avaya, Cisco, Verint and NICE equipment including Avaya CM, ICM, Unity and Modular Messaging and Lync. Provided tier 1 thru 4 supports on operational issues. Assist with design and build-out of corporate and client connectivity and infrastructure. Provided technical support for project initiatives thru entire life cycle of projects including Call Recording, Dialers, Communicator and IVR solutions as well as base systems like Avaya CM, CMS, AES, Session Manager & SBC's. Managed change control and standard operating procedures and policies. Provided an integral support of the headquarters and main campus VoIP network design and engineering. Provided input on telephony, networking, desktop support, site support, application support and standard operational support.

2007 to 2008 - ACD Design Engineer - West Corporation - Omaha, NE

Primary responsibilities involve design, implementation and operational support of West Corporations VoIP infrastructure. Completed projects include integration of acquired companies such as Intercall Conferencing Solutions as well as the design and turn-up of major clients including AMEX, Shop NBC, Cricket, AT&T, Harrah Entertainment, Bank of America and numerous others. Responsible for R & D, integration and production support of new technological applications including SES, AES, and UC. Support ICM, VRU/IVR, Data Share and Data Pass integration's all while following strict IPSec and change control policies and procedures. Systems supported include Avaya Media Servers/Gateways/ESS/ LSP/ Intuity Audix, SONUS GSX, PSX and ASX servers, Cisco ICM and Unity Voice mail as well as Netrake and Audio Codes SBC's. Provide operational support as needed 24/7 on all Tier 3 and Tier 4 Telecommunications issues. Provided direction and insight for acquired companies and internal departments supplying technical details and suggestions regarding future purchasing, implementations, configurations and designs.

2006 to 2007 - VOIP Engineer - Arlington County / Verizon -Arlington, VA

Primary responsibilities included; design, installation, configuration and operation of the Avaya PBX programming in a VoIP network including duplicated S8710 servers, three mobile command vehicles each having different integration technologies as well as a Modular Messaging platform and multiple software applications such Juniper IP Soft phone, SIP Soft phone and Avaya Integrated Manager. Specific tasks included supporting operator services, circuit provisioning and the creation of a four and five digit dialing plan that allowed full integration with the counties existing Mitel system and mobile communication systems as well as very specific integration of a multi-vendor network including Verizon and General Dynamics. Turn up of SIP network utilizing an Avaya SES server, S8710's and the mobile command vehicles G350 and G700. Roll out of Avaya IP Soft phone and Instant Messaging to counties new "Office of the Future" project. Supported integration of wireless networking integration including cellular, 800MHZ and VoIP networking protocols and standards. Supported Fire, Police and First responder emergency services personnel whom supported the Pentagon and surrounding area. Additional responsibilities included designation as a required emergency technical personnel on- call 24/7 supporting public emergency services personnel.

2004 to 2006 - Lead Telephony Engineer - Juniper Bank -Wilmington, DE

Primary responsibilities included installation, operation, troubleshooting, and 24/7 support of the telephony environment including PBX and key system programming as well as all circuit provisioning and support of operator services. Provision, install, test, support, and maintain local and long-distance telephone carrier services, telephony systems, desktop telephones and cabling for telephony environment. Plan and manage all aspects of telephony related projects. Design, develop, test, and implement both VDN/vector and Cisco ICM based call routes to meet contact center business requirements. Hardware and software support and administration of telephony systems, including the Avaya IP PBX, Intuity Audix voice mail system, the Avaya CMS system, the Avaya CAS system, the Cisco ICM call routing system, and the Empirix Hammer product for testing and monitoring of toll free services. Technical architecture, programming, and support of the Avaya Mosaix dialer, the Avaya Conversant VXML IVR, and the Periphonics IVR. Personally, responsible for breathing new life into a Hammer software system that was not being utilized, enabling full integration and use of product. Managed relationships with carriers, and phone system hardware, software, and service providers. Ensure telephony systems meet business capacity needs, for availability, performance, and recovery requirements. Apply process and architectural improvements to continually improve the availability, capacity, and performance of telephony systems.

2002 to 2004 - Lead Technical Engineer - IBM / AstraZeneca / Insite Global - Concord, DE

Primary responsibilities included forecasting new technologies and ensuring systems are compliant with security and government audits, while providing tools for increased productivity. Supervised and supported all groups within the telecommunications department acting as the final level of technical support. Created, wrote and reviewed processes and procedures for day-to-day tasks, emergency escalation and system operations. Day to day tasks include trouble shooting of all voice products and services within an Avaya hybrid S8700 25 port network 19 Intuity Audix box environment encompassing multiple, Siebel and specialized vendor adjuncts all while supporting 25,000 on-site and remote subscribers Avaya. Ensured proper CTI, call center and operator services integration including data warehousing utilizing SQL and LDAP. Acted as technical liaison between R&D and Operations ensuring standardized and efficient roll-out of R&D projects. Ensured all ISDN PRI/BRI and network connectivity as well as configuration of equipment for the video conferencing department. Special projects included site migrations, PBX upgrades, port consolidations, asset tracking, circuit optimization, call recording, audio bridging, and many special application roll outs.

2001 to 2002 - Telecommunications Consultant - Bristol Myer Squibb / Tek Systems - Hopewell, NJ

Primary responsibilities included all phone and voicemail systems administration and technical support for more than ten sites including two call centers and two help desks. Trained and provided technical guidance and support to the personnel within the telecommunications department. Automated numerous daily tasks using HTML, Visual Basic, Aspect and Perl programming languages. Restructured the entire Sales force voice mail systems and procedures supporting over six thousand sales personnel. Researched, tested, documented and integrated Avaya IP Agent in multiple configurations including VOIP, ISDN, and dial-up networking. Installed, documented and tested systems for the impaired utilizing existing technologies and infrastructure. Systems administered included Avaya G3R ECS, Intuity Audix, Octel, Rolm, Phonemail and NT.

2000 to 2001 - Network Engineer - Yipes Communications - Balacynwood, PA

Primary responsibilities included, the initial turn-up of Yipe's Philadelphia IP Based Metro Fiber Network consisting of multiple POP and co-location facilities. Provided direct and indirect support in the turn-up of the Pittsburgh's Metro Fiber Network as well as activating multi-tenant buildings and multiple customers throughout the Central Business district and suburbs of each city. Researched, implemented and maintained a comprehensive, site-specific inventory for all client and company owned products and services. Provided computer technical support for fellow engineers in the Philadelphia and Pittsburgh region, covering configuration of Windows NT/2000, Dial-up Networking and Virtual Private Networking.

1997 to 2000 - Telecommunications Engineer / Tech I & II - ACS / Cross Country Bank - Wilmington, DE

Responsibilities included scripting and design implementation for IBM Voice response units and Geotel Integrated Voice response units, third level support for all telecommunications aspects. Created and implemented 24x7 supports for all telecommunications aspects of the business including operator services and data warehousing. Researched new technologies like VoIP, as well as implemented new products and upgrades, call-flow changes, and the addition of new facilities, including Centrex, ISDN, T1 and DS3's. Managed switch back-ups and off-site storage of mission critical data. Primary duties also included training and managing the technical staff of the Telecommunications department. Researched, supported and implemented numerous data sharing and storage methodologies and practices utilizing the AS400, LDAP and SQL.

Military Service:

1990 – 1992 - United States Navy – Primary Flight Control Tower Supervisor – Honorable Discharge

Served active duty United States Navy honorably discharged from the position of Primary Flight Control Tower Supervisor onboard the USS John F. Kennedy CV-67 aircraft carrier.

Commendations: Promoted to Petty Officer positions for Tower Supervisor as well as Supply Petty Officer of the entire air-wing while only holding an E3 rank. Awarded Sailor of the Quarter out of 5.500 personnel on the ship. Awarded medal for Operation Restore Hope involving Somali and the movie Black Hawk Down. Sea deployment medals included Mediterranean and south Atlantic.

1994-1996 – Delaware Army Nation Guard - Multichannel Transmissions Systems Operator - Honorable Discharge

Served inactive Army National Guard as a 31 Romeo Multichannel Transmission Systems Operator within the Delaware Army National Guard.

Commendations: 31 Romeo Radio Transmission Valedictorian of US Delaware Army National Guard for Graduating class of 1994.

Skills – Software and Hardware:

Operating Systems: DOS, Windows 3.1, 95, 98, NT, 2000, XP, XP PRO, OS2, Ubuntu, SUSIE, RedHat, Solaris, Linux and Unix.

Programming Languages: HTML, Visual Basic 6.0, TL-1 messaging, PHP, and basic Perl, Java and Python.

Software: Microsoft Office 97/ 2000/ 2003 / XP, Excel, Word, Access, PowerPoint, Communicator and LYNC, Exchange, Frontpage, Lotus Notes/ 123/ ccmail, Siebel, WordPerfect 6.0, Microsoft Works, Visio 97-2000, HP Openview, Scopeview, Solarwinds, PRTG, OSP Insight, SCSM, Remedy Action Request System, Tivoli Expert Advisor 5.0, IBM Managenow Problem Management software, Maptitude 4.12, AutoCAD LT, Visio 97/ 2000/ 2003, DSA, Terranova, CMS, CAS, UC, Salesforce and various FTP/ TFTP utilities and Wireshark and numerous others.

Hardware Vendors: Avaya, Extreme Networks, Cisco, Juniper, HP, Intel, Asus, IBM, Seagate, ATI, Western Digital, Gigabyte, AMD, D-Link, Linksys, Creative Labs, Diamond, Maxtor, Abit, Lenovo, Acer, Nvidia, Broadcom, Toshiba, Sony, Apple, LG, Nokia, Huawei, Alcatel-Lucent, Polycom, Qualcom, Sonicwall, Nortel, Samsung, Motorola, HTC and numerous others.

Avaya and Vendor Platforms: Avaya Communication Manager up to 7.x, System Manager, Session Border Controller, Session Manager, Voice Portal, AES, CMS, NICE, Verint, UC and most other call recording and call center applications available on the market.


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