Scarlet Dooman

**** *** ******** **. ***. ***

Calabasas, CA 91302

818-***-**** - mobile

adkoyx@r.postjobfree.com

Employment History

BT Americas

*/*/**** ** */31/2020 – Avaya/Cisco Support Engineer

Woodland Hills, CA

The Avaya Support Engineer is a 100% customer facing role based at the client sites across the United States and Canada. Responsible for installing, diagnosing, troubleshooting and repairing Avaya products and services.

Advanced level knowledge on Avaya products and services, including: Communication Manager, System/Session Manager, AES also Level 1 Cisco IPT Telephony.

Responsible for designing and implementing advanced voice and SIP enabled communication networks, specifically related to Avaya and Cisco products.

Identify and resolve complex problems by phone, remote connectivity and on-site in a timely manner.

Maintain detailed documentation of problem resolution activities.

Assist and resolve day-to-day issues and maintain the enterprise SLA’s

Provide root-cause analysis for service interruption or outages.

Extensive skills in designing and implementing Avaya products on advanced voice and SIP enabled communication networks.

Experience with AES, CMS Supervisor, System Manager, and Session Manager preferred.

Responsible for IMAC, trouble tickets, programming and troubleshooting, including wired and wireless headsets.

Ensure that service is continuous and uninterrupted through proactive monitoring activity.

United Talent Agency

12/09/2013 to 06/07/2017 – Telecommunications Engineer

Beverly Hills, CA

Support and maintain in-house voice, data, video and computer equipment (Nortel and Avaya switches utilizing Avaya Site Administration). This includes configuring, diagnosing, repairing and upgrading all telephone systems and services, as well as desktop handsets and desktop workstations.

Supporting telecommunications, network and workstation infrastructure, including PBXs, call management systems, Windows and Mac workstations.

Install, configure, maintain, and replace end user hardware, devices, voice/data hardware and desktop workstations and printers.

Troubleshoot issues with data and voice connectivity on smartphone with service providers.

Perform on-site analysis, diagnosis, and resolution of complex telecommunications and network problems for a variety of end users.

Help monitor and identify capacity and performance issues for telecommunications and network traffic to ensure continued, uninterrupted operation of systems.

Inspect, test, and maintain communications circuits, trunks, and associated wiring and cabling.

Accurately document instances of software or hardware failure, repair, installation, and removal, and other work requests.

Provide training and support to, end users on equipment operation and other issues.

Where necessary, liaise with equipment vendors during installations, acquisition and hardware performance issues.

Wells Fargo & Co. – thru INT Technologies

07/16/12 to 05/24/13 – Telecommunications Engineer

Glendale, AZ (Contract position)

Provide Carrier Voice Engineering experience to design solutions and manage capacity, while maintaining standards and cost effective service offerings to support the business requirements.

Complete engineering designs in support of our carrier capacity for Call Center, Enterprise Locations. This capacity is across multiple Telephony platforms and configurations. Maintain carrier diversity standards, while considering LOB requirements and BCP to avoid carrier single point of failures across our voice platform designs. Provide and maintain documentation on the carrier voice circuit information supporting our platforms.

Provide capacity planning and monitoring for Call Center, VOIP, Enterprise Locations and Data Centers. Analyze carrier capacity to support additional LOB growth, BCP, Disaster Recovery and Enterprise Projects. Publish monthly capacity reporting for the Call Center and VOIP platforms, through a published report on the Carrier Engineering team site. Manage and address capacity concerns greater than 80% utilization and review underutilized capacity for expense reduction.

Working knowledge of telephony applications such as; PBX, ACD, CTI, IVR, Avaya, Nortel, Genesys/CTI, and other call center technology.

AT&T Solutions, Inc. – thru Diversified Technology Inc.

05/31/11 to 10/21/11 – Voice Engineer

(AT&T Global Managed Services for Honeywell, Inc.)

Tempe, AZ (Short-term contract position)

Engineering and management of Honeywell’s 200+ voice sites throughout the US, which include various Avaya switches and Modular Messaging predominately. There are also numerous other manufacturer’s equipment and voice mail systems in place (such as Nortel PBXs & key systems; Fujitsu PBXs; Toshiba; Legend, Partner, Lucent, Merlin, etc) I work as a Voice Engineer, part of the large Global Managed Services group for AT&T.

Honeywell has two core sites (East and West coast) and my duties are the following:

Technical oversight of voice vendor icw PBX refresh, site moves/abolishments, programming changes, site acceptance, inventory management (GPS Eclipse), test plan review, acceptance and lastly, assistance with bids and proposals (RFP process), etc.

Included in my day-to-day, I must have extensive experience and working knowledge of Avaya IPT systems, i.e. Media Servers, Media Gateways, CM, MM, etc. Vector, VDN, ACD, etc. Test and turn up experience, as well.

Avaya Site Administration, Nuance, NICE, Aura, GPS and other peripherals are among the numerous tools used for the projects and other day-to-day needs and projects.

Morphology, Inc.

5/4/09 to 5/27/11 – Manager, Voice Communications

Phoenix, AZ (telecommuting from home-based office in Agoura Hills, CA)

(Part-Time; Contract) Travel to sites in AZ as necessary

Day-to-day administration of Avaya PBX (ACD, Multiple Call Centers, User Account, Voice Mail Admin, troubleshoot problems) Avaya G3, Avaya Site Administration, Modular Messaging for sites. VOIP at some sites with Cisco equipment in use. Perform Adds, Moves and Changes in Call Flow/Routing. Provide technical support; training, programming and database design, telco, pre-field, moves, adds and changes; asset management. Daily administration of Multiple Call Center environments. Supervisory and technical support to other locations as needed (Avaya and Nortel switches), remotely and on site.

CSC – thru PBS International

3/3/08 to 6/13/08 – Voice Migration Project Manager (Delphi Corp - client)

Los Angeles, CA (telecommuting position w/National & International travel)

(Short-term contract position)

World-Wide Voice Mail migration project for Delphi Corporation. Migrating from two MPS-1000 Systems (in Chicago, IL and in Meriden, CT) to Nortel Networks UM 2000 (Release 3.0).

CSC performing Voice Transformation within the Delphi Voice Enterprise. As part of this, voice solutions at the Delphi facilities are Voice over IP (VoIP) enabled using Session Initiation Protocol.

The purpose of making the system capable of VoIP is to enable voice calling and related signaling to be transmitted over the Delphi WAN between the Delphi facilities and the Nortel CS2100 and UM2000 hosted services in the CSC Voice Processing Centres (VPC).

The role of the Nortel CS2100 is to manage the Delphi Voice Enterprise dial plan and provide call routing instructions to a site.

The Nortel UM2000 will be used to provide Voice Messaging services.

In addition, VoIP enabling will allow the site to utilize enterprise hosted Interwise technology conferencing services.

IBM – thru ZeroChaos

12/13/07 to 1/31/08 – PCR Solutions Architect (Manulife/John Hancock - client)

Toronto, ONT Canada (short-term contract position)

As a subject matter expert, I worked on a major VOIP project to virtualize the voice telecommunications for multiple branch office locations across the US and Canada. Migration of the target sites to the corporate dialling plan, centralize trunking and implementation of the Call Center functionality for all sites, utilizing Avaya, Nortel and Cisco product lines.

Liberty Mutual – thru RCG Information Technology

06/18/07 to 08/24/07 Telecommunications Project Manager/Implementer

Portsmouth, New Hampshire (short-term contract position)

Major project to virtualize the voice telecommunications for approximately 356 branch office locations across the US. Migration of the target sites to the corporate dialing plan, centralize trunking and implementation of the Call Center functionality for all sites.

As part of this project the 356 branch offices have had their voice communications centralized on system clusters in Kansas City, Mo and Portsmouth, NH. Summary of voice systems:

Avaya S8300 – 272 locations (120 service clusters)

Avaya G3si – 84 locations

Multiple Gateways were used in this vast project. Centralized trunking, NICE QA DVR for the entire Claims portion of the business. The S8300 sites utilize their current equipment and IP telephones, while the G3si sites required all new equipment and functionality. Avaya Site Administration, Nuance, Modular Messaging, NICE, Aura and other peripherals were used for the project. Each individual site was also put into LSP mode, in the event of a disaster, so that it functions on its own if required.

This project was dependent upon the MPLS (Multiprotocol Label Switching) roll out that was also completed.

Tetra Tech, Inc - thru Pro Staff

04/23/07 to 05/25/07 Telecommunications Project Manager/Engineer

Pasadena, CA (short-term contract position)

Project Management of all telecommunication projects for Tetra Tech’s 275 locations nationwide. Installations/Migrations and moves of VOIP systems (Cisco, Avaya, NEC and Nortel/Northern Telecom product lines, etc.), PBX’s, Key systems. Migration of services and equipment, etc. Managing the entire process or scope of the project.

Abbott Vascular – thru Kforce

01/15/07 to 02/16/07 Telecommunications Engineer

Temecula, CA (short-term contract)

Day-to-day administration of PBX Systems (Avaya, NEC, etc.) and Voice Mail Administration for site of 6500 users. Voice Mail system in Temecula, CA is the hub for Voice Mail for all US sites of Abbott Vascular. Major voice mail reconfiguration prior to scheduled transition, separating two companies (Abbott Vascular and Boston Scientific). Provide support to other sites as needed.

WellPoint/Verizon – thru Thor

06/06/06 to 11/15/06 Telecommunications Specialist

Woodland Hills, CA (short-term contract position)

Day-to-day administration of PBX Systems (Multiple Call Centers w/Aspect equipment, User Account, Voice Mail Admin, troubleshoot problems with) Avaya G3, Modular Messaging, Avaya Site Administration for site of 3300 users. Perform Adds, Moves and Changes in Call Flow/Routing. Provide technical support; training, programming and database design, telco, pre-field, moves, adds and changes; asset management. Daily administration of Multiple Call Center environments. Also, provide support to other sites as needed (both Avaya & Nortel switches).

Raytheon Company – thru MSX International

06/05 to 03/06 Telecommunications Administrator

Marlborough, MA (short-term contract position)

Day-to-day administration of PBX Systems (User Account, Voice Mail Admin, troubleshoot problems with IVR/CTI/CRM and Database Host access) Northern Telecom and Avaya switches utilizing Avaya Site Administration at multiple sites. Perform Adds, Moves and Changes in Call Flow/Routing. Provided technical support; training, programming and database design, telco, pre-field, moves, adds and changes; asset management; Day-to-day administration of various Voice Mail systems (Octel, Meridian Mail, Audix).

U.S. General Services Administration Federal Technology Services

01/01 to 07/03 GS-391 Grade 12/Step 7 - Area Telecommunications Manager Boston, MA

10/98 to 12/99 Telecommunications Systems Manager Los Angeles, CA

- thru Trawick and Associates Bethesda, MD (TSM Contract)

Served as an Area Telecommunications Manager (ATM) in Region 1, which includes successful completion of Contracting Officers Representative Course. I have also worked extensively on Special Projects for the entire New England Region as Project Manager for the TSA installations (Homeland Security), DOJ and CIO Projects (through our Central Office in Virginia).

One week after the attacks on the Trade Towers in New York, I volunteered to be part of the Disaster Recovery at Ground Zero. I worked on getting the telecommunication services back up and running for several Federal Agencies. I received a ‘Commendable Service Award’ for my efforts.

Served as one of the Federal Government leading advisor and technical consultant on diverse range of issues related to local and long distance telecommunications services (e.g. FTS2001, Region 9 Census 2000 Project and Regional Metropolitan Area Acquisitions (MAA). Managed enterprise-wide telephony projects ranging from new office acquisitions and build outs to redesigning enterprise-wide telephony solutions, which included CTI/ACD, IVR environments. Coordinates and conducts advanced GSA projects related to major interagency telecommunications systems, network capabilities, usage and switched services data to support FTS2001 as well as other applications. Conducts analyses of complex alternative telecommunications concepts, designs, configurations and services including switching, transmission, terminal and system/network control to provide specific rational for the recommended priority for the alternative approach including cost benefit aspects. Identifies, leads and represents the organization at conferences, committees, panels, and intra-and-inter-agency working groups convened to discuss and establish telecommunications requirements, policy, plans and programs. Confers with key Government officials and Executive level managers from the private sector community in all matters related to the delivery of telecommunications services.

Provides leadership, expert assistance and authoritative advice on interpretation of governing policy in the designated program area. Researches the most sensitive, complex or otherwise controversial issues, utilizing all resources available. Provides technical expertise to GSA personnel and is called upon to review and/or assess problematic or potentially controversial situations which are extraordinary, unique or otherwise contentious in nature. Implement decisions made by higher-level agency management officials, oftentimes facilitating the work of other agency employees to accomplish desired objectives. Ensured that decisions are reflected in legislative and policy proposals, in internal and external directives and subsequently, in organizational operating procedures. Using technical knowledge serves as a primary agency contact for key programmatic decisions. Provides critical analysis of pressing issues and required policy recommendations to management officials in formulating decisions regarding changing responsibilities or business needs, as well as in the design/development and evaluation of the ongoing and/or new program issues. As a technical authority, served as a troubleshooter for program personnel on a diverse range of issues, projects or concerns requiring an overview of the total agency operation with respect to resolving significant, controversial and/or otherwise highly charged situations. Served as a coordinator and representative for the Regional Office or other key management officials for major program issues and meetings involving other internal and external organizations and provides advice, comments and recommendations as appropriate. Worked with other recognized technical experts within the agency to develop a coordinated approach to unique problems or areas in which GSA, other Federal agencies or the private sector have previously not been involved or concerned. Participates in studies of national significance or of outstanding importance to the program area. Applies a wide range of qualitative and/or quantitative methods to assess and improve program effectiveness and/or complex management processes, project and systems. Reviews specific goals and objectives; monitors the sequence and timing of key program events and milestones and evaluates overall program accomplishment and significant contributions in terms of agency goals.

Development of long-range plans and recommendations for the best utilization method, so that organizational goals and objectives are met. This is accomplished in order to adapt to the changing needs of that particular agency’s chronological time-line of known and projected programs, projects or requirements.

Provide support on wireless and voice mail services, as well.

Self-Employed

01/00 to 12/00 Telecommunications Specialist/Consultant Los Angeles, CA

Provided Project Management and technical support enterprise-wide, using the company’s corporate project methodology. Maintenance of Northern Telecom/Meridian/Nortel switches (some with ACD environments) and Meridian MAX reporting; State governed 911 PS/ALI requirements-shared tenant services; training, programming and database design, telco, prefield, moves, adds and changes; asset management; sales and consulting to a large base of new and existing clients. Worked closely with clients in designing telecommunications systems to meet their specific needs.

US Telcom

04/97 to 10/98 Supervisor/Telecommunications Liaison to Anaheim Convention Center Anaheim, CA

Telecommunications provider supporting the Anaheim Convention Center. Supervised a staff of 15 plus consisting of technical engineers and customer service personnel. On behalf of US Telcom, I was the sole Liaison to the City of Anaheim and to the Convention Center. Areas of responsibility include: recruitment, branch administration; inventory controls; overseeing installation and removal of telecommunication services to all private and public trade shows. Maintenance of center's permanent switch (Nortel) and tenants, which include: Aramark Food Services, Visitor's and Convention Center Bureau and various contractors on site.

Value Behavioral Health

09/96 to 04/97 Telecommunications Analyst Long Beach, CA

Day-to-day maintenance of ACD/PBX Systems support (User Account, Voice Mail Admin, troubleshoot problems with IVR/CTI/CRM and Database Host access) Northern Telecom Option 81 switch with multiple ACD environments (Call centers) and Meridian MAX reporting; Maintain Systems security. Perform Adds, Moves and Changes in Call Flow/Routing.

Provided technical support; State governed 911 PS/ALI requirements-shared tenant services; training, programming and database design, telco, pre-field, moves, adds and changes; asset management; sales and consulting to a large base of new and existing clients. Worked closely with clients in designing telecommunications systems to meet their specific needs.

Maintained state-of-the-art contact center with the Nortel Symposium call center server. Performed hands-on system integration and ongoing maintenance support for the CTI/ACD/IVR system.

Maintained an enterprise wide Call Accounting system to manage telecom costs, prevent toll fraud and provide updated trunking information. Also, budgeted, evaluated, and implemented an enterprise-wide ACD and PBX-integrated telephony solution to improve the company’s overall customer service.

Telecom carrier auditing (includes maintaining phone usage and trunks/line requirements) and analyzing month-to-month phone usage and cost control.

Implemented various system failure notifications to minimize down times, as well.

R & B Realty Group/ResCom

03/96 to 07/96 Technical Support Supervisor Newport Beach, CA

Remote maintenance of 26 Northern Telecom switches (some with ACD environments, Meridian MAX reporting and other Nortel peripherals); Provided technical support to staff at remote location; State governed 911 PS/ALI requirements, shared tenant services; training, programming and database design, telco, prefield, moves, adds and changes; asset management; sales and consulting to a large base of new and existing clients. Worked closely with clients in designing telecommunications systems to meet their specific needs.

Fairchild Communications/JWP Telecom

02/94 to 06/95 Project Coordinator/CSR Hamden, CT

MFS Intelenet/Centex Telemanagement

08/91 to 08/93 Service Director New Haven, CT

AIM Telephones

02/90 to 01/91 Project Coordinator/CSR Milford, CT

Systems:

Avaya (CM7, G3, G3si, S8300, 8700) VOIP, Northern Telecom (Nortel, Meridian) PBX & VOIP, Aspect, NEC, Alcatel, Lucent, Mitel, Siemens, AT&T, TIE, Inter-Tel, Premier, Lexar, Executone, Tadiran, Discovery, Macrotel, Dimension, Horizon, Fujitsu, Rolm, Merlin, Comdial, Toshiba, WIN, Marathon and others.

Voice Mail and other Peripherals:

Avaya Modular Messaging, AVST Call Express, Call Management Software (CMS), Aura, AVST Voicemail, Unity Voice Mail, Avaya Site Administration, Aspect, NICE, Nuance, CenterVu Explorer, IVR and Witness call monitoring. Meridian Mail, Audix, Centigram, Active Voice, Replay, AVT, RSVP, Aspen, Votan, Dytel, Brooktrout, Octel, Opcom and many more. Conferencing and Video Conferencing – various manufacturers.

Certificates and Licenses Held:

Cisco – Certificate of Completion – Administering Cisco Unified Contact Center

Enterprise Part 1 (AUCCE1) 2.0

Sunset Learning Institute – Certificate of Completion Cisco UC Foundations

Northern Telecom SL-1 Certification

Nortel/Meridian

DAR - (Designated Agency Representative – US GOV’T)

FTS 2001 - MCI and Sprint

Contracting Officers Representative Certification

(2002) (SOW, RFP, RFI, RFQ process – US GOV’T)

Zenger-Miller Customer Satisfaction

Training (Connecticut)

ISLUA (Southern California Chapter)

1996 and 1997 Member (International Nortel

organization)

Miscellaneous:

Remedy and many other request management system, ACD and IVR, VOIP, Wireless offices, (networked equipment), LAN/WAN protocol, etc; Moves, Adds and Changes, various manufacturer’s Conferencing equipment, Project Management skills, Training skills, maintain technical documentation & records, Cellular telephones (Numerous cellular providers nationwide), Paging equipment, Leased circuits (lines), Cisco routers, hubs, etc.

References available upon request.

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