(Michael) Weizu Liu

Redmond WA *****

Tel: ***--765-1657 adezv1@r.postjobfree.com

SENIOR AVAYA TECHNICAL SUPPORT SPECIALIST

A multi-skilled professional with 20 years comprehensive experience and proven success in providing a wide variety of technical support services for Avaya Aura Communication Manager, including system implementation, integration, upgrading, resolving problems, and enhancing of processes. Thrive and excel in a growth oriented work environment focused on innovation, creativity, and teamwork, have demonstrated ability to provide a high quality of accurate and timely technical support, with a focus on servicing operational and customer needs. Desire to use skills and expertise to add value, make a contribution, and provide outcomes which will benefit an employer.

QUALIFICATIONS

●Expertise experience in Avaya Aura Core components (Avaya Aura Communication Manager, G650/G450/G430 Media Gateway, Session Manager, System Manager, Session Border Controller, Aura Messaging and Avaya Communication Manager 1000) implementation, integration, operation, maintenance, testing, debugging and troubleshooting.

●In-depth understanding of VoIP products and protocols of SIP, H.323, Media Gateway, Vector programming, CTI, RTP/RTCP, TCP/IP, LAN/WAN, ISDN/PRI/BRI, E1/T1.

●Proficient in using various test and debug tools such as network sniffers, protocol analyzers.

●Solid understanding of UNIX, Linux, Windows operating system to be ability to use them at CLI.

●Bachelor of Science in Electrical Engineering

Certifications:

●ACSS - Avaya Aura Core Components

●ACIS - Avaya Aura Core Components

●ACSS - Avaya Communication Manager 1000 for Avaya Aura

●ACIS - Avaya Communication Manager 1000 for Avaya Aura

WORK EXPERIENCE

Technical Support Engineer Tier II July 2013 - May 2020

Carousel Industries NA Inc. (Dallas Texas)

Responsible for providing technical support for Avaya Aura Communication Manager implementation, integration & troubleshooting. Served more than 6,000 clients, including 35 of the Fortune 100.

●Resourcefully provided excellent customer technical support and increased customer satisfaction.

●Proven analytical, troubleshooting and problem solving skills in a multi-vendor, multi-site, multi-location and multi-product environment..

●Worked with SIP/PRI carriers, resolved various SIP/PRI trunk issues.

●Quickly decision maker and initiative to work with independent within a team in a multi-group and multi-site environment.

●Properly documented trouble tickets with resolutions, and track time in company ticketing system.

●Provided remote customer support; this requires the resolution of complex technical issues in a timely manner in order to meet strict customer SLAs.

●Provided Technical support to Carousel field technician.

●Provided 24x7 on call support for Carousel level 1 technical support team.

●Opened tickets and worked with Avaya support team to resolve design issues.

Technical Support Engineer Tier III August 2004-June 2013

Avaya (Coppell, TX) /Nortel (Richardson TX)

Responsible for providing technical support for Avaya & Nortel VoIP PBX.

●Resolved complex and emergent technical issues in a professional and timely manner.

●Diagnosed and troubleshoot system and network problem and impairments by duplicated, debugged, escalated and tracked customer problem tickets to ensure defects fixed.

●Provided regular update to customers (both internal and external) for on-going issues

●Provided a high quality, customer satisfying, case resolution service.

●Documented and communicated all interactions associated with problem resolution completely and accurately.

●Created and documented product defect workarounds as necessary.

●Documented solution in solution database.

Meridian 1/CS1K Product Test Engineer July 2000 – August 2004

Nortel (Calgary, Canada)

Responsible for providing product manufacture test plans and cases, ensuring products delivered met requirements as defined in the product R&D documentation.

●Developed and executed test plan, test cases and procedures on CS1K/Callpilot.

●Developed automation test scripts.

●Worked closely with designers to reproduce and isolate the problems.

●Built spreadsheets for test results to improve test processes.

●Tested and re-tested customer’s problems until defect fixed.

EDUCATION

Bachelor of Science in Electrical Engineering

Dalian University of Technology, Dalian, China

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