Manager Air Force

CARVER R. MALONE JR. (CJ) **** SHADYBROOK DR. DESOTO, TEXAS 75115

adhjng@r.postjobfree.com

C - 214-***-****

Professional Experience

Senior Avaya Call Center Technical Architect Jun. 2019 – Jan. 2020 Diversant (supporting Verizon) Irving, TX

• Design, implement and support high availability solutions in support of business unit contact centers

• Define, enable, operationalize and optimizing advanced and consistent system application architecture standards across call routing applications, based on complex business requirements, industry best practices, risk assessment, data analysis, and enterprise technology needs.

• Design, setup, configure, and support the Avaya Aura Call Routing platform.

• Design, implement and support multiple contact center applications that are being used by various Verizon business units.

• Provide 1st level on-call support and management of large contact center application functionality.

• Drive industry Call Center standards by publishing white-papers and studies on the evolution of Voice Call Center technology.

• Configuration with CM, SM, SBC, and Cisco Network environment Business Development Manager Aug 2016 – Jun 2019

ColdNation Records Plano, TX

• Developed music talent for studio music and video production.

• Work with talent to coordinate sponsorship alliances with various corporate entities for business development.

• Developed contracts for company services (audio/video music production)

• Performed voice over service work for ColdNation Records Network Engineering Manager Aug 2014 – Nov 2016

Avaya/Hewlett Packard Enterprise (HPE) Plano, TX.

• Support 17 global engineering call center agents

• Manage escalations from account mangers according to SLA guidelines.

• Outline training goals and expectations for engineering team.

• Maintain open door relationship with team to foster a galvanized organization with focus on departmental and organizational goals and mandates.

• Utilize data from reports to identify gaps in performance, technical expertise and attendance.

• Troubleshoot and maintain Avaya CM/MM/AAM networks

• Aspect/Avaya CMS systems

Skills

Complex /

Custom Voice –

Data HW/SW

Solution

Development

Avaya Product

and Services

Data Networking

Wireless

Networking

Project

Management

Technical Design

Multi-Vendor

Solution

Integration

Statement of

Work Creation /

Review /

Negotiate

Certifications /

Training

Cisco Certified

Networking

Associate

Extreme Network

Associate

Avaya Certified

Associate

Technical Instructor / Design / implementation / Deployment. Mar 2013- Nov 2013 GlobalNet Training Denver, Colorado

• Deliver technical, classroom-based training to engineers seeking a Cisco networking certification.

• Create and edit instruction material to provide the latest information available for a Cisco networking certification track.

• Assist sales team through leveraging my technical background during the training class sales process in acquiring customers.

• Partner with Fortune 100/200 companies in building Avaya, Cisco and Juniper VoIP networks.

• Design and implement voice and data networks.

Network Engineering Manager Oct 2010 – Mar 2013

AAFES (Army and Air Force Exchange Service) Dallas, Texas

• Manage Tier II/III technical teams in support of the WIFI network infrastructure

• Train associates on the proper protocol to interact with American soldiers and American military civilian personnel.

• Responsible for managing 5 storefronts and 32 sales associates, techs and engineers.

• Design and implement VoIP networks including WAP Protocols.

• Troubleshoot and maintain the WIFI network for all US military camps in Kuwait. Network Engineer/Installation Technician May 2010 – Sept 2010 Clearwire Irving, Texas

• Maintain cell sites with various 4G network equipment.

• Troubleshoot 4G cell network during outages and scheduled maintenance. Technical Sales Representative May 2009 – Sept 2009 New Horizons Dallas, Texas

• Training and development, multiple customer’s engineering staff

• Support customer technical teams in classroom curriculum development for VoIP technology in preparation for industry standard exams Network Engineer Jul 2008-Jan 2009

Maron Structure Technologies (Avaya Business Partner) Dallas, Texas

• Assist technical support Tier I organization with troubleshooting and Tier II/III support.

• Assist Account representatives with design and planning of network infrastructure using Avaya ASD tool

• Plan and implement on-site installs of Avaya servers and gateways.

• Create solution design in both Avaya and Cisco VoIP infrastructures. Aruba Networks

Wireless

LAN/WAN

Network +

Security +

Technical Readiness Engineer Aug 1998 – Aug 2008

Octel/ Lucent /Avaya Dallas, Texas

Support ASA and Design Engineers for VoIP solutions to our customers. Verifying the compatibility of the design within the customer’s framework.

• Assist Tier III Converged Engineers with customer IP Telephony infrastructure as needed.

• Train new IPSS associates on Avaya platforms as well as various data appliances (Juniper, Cisco, Extreme)

• Understanding of SIP Networks

• Session Border Controllers

• Create solution design in both Avaya and Cisco VoIP infrastructures.

• Build test models in the lab for customer environment verification.

• Technical Operations manager supporting the Red Cross during Hurricane Katrina.

• Lead a team of 26 engineers from Avaya, Cisco and Intel to provide emergency telecom support to the citizens of Baton Rouge and New Orleans.

• Implement network design solutions for messaging and IP Telephony customers.

• Write technical white paper and knowledge transfer documents to use in both hardware and software applications support.

• Created curriculum and lead classroom training for Technical Support Engineering staff responsible for voice messaging platforms.

• Provide superior service to customers through minimizing technical or implementation issues.

International Technical Operations Manager / Saudi Arabia Responsible for the installation of 1 million GSM voicemail lines on existing Lucent G3 switch for Middle Eastern customers.

Technical Support Engineer III

• Support Project Mgmt. and Implementation on design of Voice Messaging networks.

• Train Tier II Engineers on troubleshooting techniques

• Report, repair, diagnose and troubleshoot issues surrounding customers Voice Messaging networks

• Train Support Engineers on the Central Office environment and architecture

(e.g. Class 5 telco switches)

Additional Information:

Military Service: Tech Controller, United States Air Force, June 1981- June 1985, Honorably discharged Education: Currently pursuing my degree from University of Phoenix in Information Technology Certifications: CCNA, Network+, Security+, Avaya Certified associate

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