Senior Operations Engineer

Armando Rodriguez

**** ********* *** • Marietta, GA 30066 • 678-***-**** • **************@*****.***

Information Technology Specialist with experience in planning, developing, and implementing solutions that facilitate corporate growth. Competent in creating and conducting oral and written presentations. Self -motivated & resourceful with a demonstrated ability to meet deadlines as a team technical leader and team member. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies & potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. Offers a broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support. Proven track record of successful implementation of projects and excellent interpersonal relationships with customers.

Leadership/Motivation/Teamwork

Staff Training and Development

System Design and Development

Provides Training and Education

Company/Operations Development

Communication/Customer Relations

Complex Project/Program Management

Time Management/Analytical Skills

Business Planning and Analysis

Builds/Maintains Relationships

Quality Assurance and Control

Creative Problem Solving Skills

PROFESSIONAL EXPERIENCE

Sr. Network Engineer, Verizon Connect 03/2019 to Present

Define, document, train and monitor policies for 13 AWS cloud call centers

• Proficient in Unified Communications, Telephony infrastructure and protocols - SIP, MGCP, H.323, Webrtc

• Proficient in SIP End-to-End call flow tracing with detail analysis and monitoring skills.

Client liaison for third-party vendors & the suite of Reveal product line

Call Center administrator for IVR routing, queue management, and 24x7 incidents/outages

Audit corporate compliance amongst Network Operations, System Operations, Voice Engineers and Desktop Support

Implement IAM policies across the care organization.

Collaborate on incident management, root cause, and remediation steps with stakeholders

Monitor system traffic and work with support teams to mitigate any risks that threaten network security

Develop an autonomous structure for reporting, troubleshooting and monitoring system outages

Platform Integrations testing and verification.

Sr. Voice/Data Network Consultant, Optum 06/2015 to 02/2019

•Design & Architecture - Design and implement reliable, highly available Avaya Aura UC 6.x architecture.

• Contact Center consolidation of TDM to MPLS SIP (Verizon & AT&T) of 800 & DID numbers

•Contact Center Performance Tuning – maintaining predictable performance levels in all environments.

•Develop standardized procedures for Network & Avaya Aura UC 6.x infrastructure provisioning, and consolidation.

•Perform necessary Network & Avaya Aura UC 6.x infrastructure maintenance in accordance with internal policies.

•Day-to-day coaching of network and telecom technicians in a non-supervisory role.

•Participate in On-call and After-hours support as a part of team.

•Communication - Develop relationships with other infrastructure and business groups.

•Document Avaya Aura UC BCP & DRP procedures to ensure high availability.

•Lead in developing procedures and processes to ensure that Audit and Regulatory requirements are met.

•This position requires a high level of independent thinking and the ability to solve problems in a stressful environment.

Network Admin III, COX Communications, Inc. 09/2012 to 06/2015

• Provides Call Center application supports (CM6.x, CMS 17.X, AES 6.x, SMGR/ASM 6.x, Verint 15.x); installs, configures, upgrades, troubleshoots, monitors, and consolidates software and hardware; supports mobile workforce.

• Evaluates and recommends changes to support procedures as part of an ongoing assessment of daily operations; recommends hardware/software enhancements to increase productivity.

• Consults with system clients on all aspects of end-user computing and systems software; resolves more complex, less defined issues.

• Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system.

• Maintains IAM/LDAP security for the application environment.

• Provides technical support and guidance through tier III support, training and publication of documentation.

• Conducts site surveys and implements moves; adds/changes/modifications to existing equipment through work request system;

• Evaluates, maintains, modifies (e.g. creates bash shell & python scripts), and documents application packages; participates in the testing and evaluation of new packages/applications; implements prototypes, and consults with customers on selection of software applications.

• Manages production assets (hardware, software, etc.) using asset management tools.

• Creates and implements software distribution methods and standards.

Provide functional guidance, advice, and/or training to less experienced support employees as needed.

Advanced Diagnostic Engineer, NACR Norcross, Georgia, 01/2009 to 09/2012

• Provide managerial and technical support to clients; responsible for directing the technical efforts of maintenance escalations across the Avaya product line which included S Series Media Servers, G Series Media Gateways, Modular Messaging voicemail, AES API Servers, Verint & Qfiniti Call Recording, CMS, Oracle SBC.

• Manage, motivate, coach, and evaluate employees and assist in facilitating effective training programs

• Communicate with internal and external decision makers, technical departments, and vendors

• Work as part of a team responsible for delivering technical applications and training modules for clients and serve as an expert in converged solutions while maintaining a broad, overall knowledge of converged communications.

Regional Solutions Engineer / Tech Support, Avaya, Incorporated, Atlanta, Georgia, 09/2006 to 12/2008

• Provided managerial and technical support to Direct and Indirect channels; responsible for directing the technical efforts of marketing, provisioning, & maintenance escalations across the Avaya product line

• Responsible for providing network engineering and integration leadership and support in an AVAYA product line which included S Series Media Servers, G Series Media Gateways, Modular Messaging voicemail, AES API Servers, Verint & Qfiniti Call Recording, CMS, Oracle SBC.

• Managed, motivated, coached, and evaluated employees and facilitated effective training programs

• Communicated with internal and external decision makers, technical departments, and vendors

• Served as an extension of Avaya labs by interactively providing accurate test data to ensure root cause analysis and design improvements and provided on-site support of beta introductions of new products

• Developed and delivered technical applications and training modules for services and served as an expert in converged solutions while maintaining a broad, overall knowledge of all company products

• Established and maintained professional and productive relationships with customers and suppliers

EDUCATION and TRAINING

BACHELOR OF SCIENCE DEGREE WITH A MAJOR IN ELECTRONICS ENGINEERING TECHNOLOGY

DeVry University – Atlanta, Georgia – Bachelor’s Degree Completed in June, 1990 – Minor: Computer Systems

(ISC) Certified Information Systems Security Professional (CISSP) Career ID: 419507

Certifications: CIW: Security Analyst Certification ID: 283414 • Comp / TIA: A+, Convergence+, Linux+, Network+, Security+ - Career ID: COMP001001178035 • • Microsoft: MSCE – Microsoft Certified Professional ID: 1479133 • TIA: CTP, CCNT – Certification ID: 283414

An Introduction to Interactive Programming in Python(Link)

Coursera Verified Certificates, License PWUABC4GQB

May 2014 – Present

Usable Security(Link)

Coursera Verified Certificates, License AVZYPAGTF9

October 2014 – Present

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