Voice Support

Algert B. Niderstros

**** ******** **

WHITE OAK, PA 15131

412-***-**** (primary)

*******@*****.***

OBJECTIVE- Application for Telecommunication Position

Industry Experience

Voice Desktop: Furnish Move Add Change (MAC) and Service Support for Analog, TDM Digital, Avaya H323 and Siemens SIP IP Telephones, Wired/ Wireless headsets, and Cross-Connect or Patch Panel Cord Changes or maintenance.

Voice Line Support: Furnish Move Add Change (MAC) and Service Support for voice connecions to Fax, Fire or Security Alarm, Point of Sale or other access related Dial-up connections.

Cable: Implementation and Maintenance for Copper and Fiber Cable : Low Voltage Internal Voice / Data Station Horizontal Category 3/5/6, Inside Feed Cable Riser, Outside Ariel and Underground.

Wireless: Implementation and Maintenance of Enterprise Wireless system and phone sets. Furnish Move Add Change (MAC) and Service Support for Wireless Handsets, and Access points. Spectralink – Ericson.

Cellular Phone: Enterprise System Administration – Coordinate Vendor activities to Deploy and Support Company Provided AT&T, Verizon, Sprint, Personal Mobility Products in Headquarters enviroment.

Teleconference: Implemented, Maintained, and performed System Administration for Desktop, Server, and Cloud based and Teleconference Services. Coordinate Vendor activities to Deploy and Support Citrix Openvoice, AT&T Cloud based Conference Services, and furnish Direct Desktop support for local Polycom Analog and IP Conference devices – speaker phones.

Announcement- Recording: Furnish Move Add Change (MAC) and Service Support for Recording and Annoucement devices – Interalia MMU, XMU, Voice Response devices, Dictating Equipment, Voice Intercept and Recorder devices.

DC Backup Power :Preventative Maintenance Inspections of DC Power Plant Charger – Inverter – Wet Cell systems used to provide Emergence Power for Telephone System Loads.

Uninterruptible power systems (UPS): Coordinate Vendor activities to Deploy and Support APC Uninterruptible power systems (UPS). Determine Load, Runtime Requirements, and assist with site Planning to furnish and support Voice System Backup Power.

Voicemail: Furnish Move Add Change (MAC), Service Support, and day to day System Administration Support for Applied Voice Technology (AVST), Siemens Heritage and Xpressions, Avaya Aura and Modular Messaging Voicemail users.

Paging and Bypass: Coordinate Vendor activities to Deploy and Support Paging systems, adapters, amplifiers, speakers, and Emergency Voice Bypass devices. Perform Basic Troublshooting or coordinate repairs.

Call Detail Recording (CDR): Coordinate Vendor activities to Deploy and Support Software and hardware to collect raw phone call usage data and generate reports on Enterprise Voice Call Traffic, and resulting cost. Comview and Calero systems.

Call Center Products : Genesys and Siemens Hipath Procenter- Openscape –System Administration - Coordinate Vendor activities to Deploy and Support Call Center Management Tools that provide Skilled Based routing of inbound traffic, intelligent outbound calling, and statistical reporting of Agent (user) traffic activities.

External Trunking Support: Coordinate Vendor activities or provide direct hands- on support to deploy and provide required maintenance of Software and hardware with Basic Voice Copper Dropped or Channel Bank voice lines (POTS), T1 circuits, d SIP Circuit or Hardware support for related Session Manager, ACME Session Border controllers (SM/SBC) .

Voip Network Cisco Support: Furnish layer one, two, or three direct support or collaborate with Network Analyst to install or repair network related voice service.

PBX Product Experience: 1A2Key, Mitel, Tie, Rolm 7000, 8000, 9000, IBM 9751 – Siemens Hipath 3000, 4000, Openscape, Avaya CM – Coordinate Vendor activities or provide direct hands-on support with Siemens Common Management Portal (CMP) or Avaya ASA – Jedi or Emmulation system administration tools, or ICON - to deploy production services or provide required maintenance.

Employment History

Voice System Installation, Incident Analyst UPMC

11/2018 - 11/2020

Pittsburgh, PA

Project Team Contractor – Completed scheduling, planning, and installation coordination at various UPMC Medical Practices. Worked with Project and Practice Managers to decomission and migrate older Existing Voice Telephone PBX Systems to Avaya CM Gateways. Installed Gateway and Desktop IP Telephone Stations, Trained Telephone User’s, and worked with Data Network and external Telecom Service Vendors to complete system upgrades and decomission exiting systems. Six-Month Project.

Oakland, PA

Voice Communications Analyst Contractor – Process Cherwell Service Management Help Desk Incident and Service Request to resolve Voice Service Desktop and Telephone System Repairs and Changes within established Service-Level Agreement (SLA) targets.

Telecom Engineer III, Dream Center Educational Holdings (EDMC)

10/2004 - 04/2018

Pittsburgh, PA

Siemens -Avaya environments: - Provide local and remote user support at Headquarters and ninety plus Campus locations by diagnosing network and device problems and implementing technical or procedural solutions to ensure the highest voice message and transport system production availability possible. Demonstrate equipment to customers and explain how it is to be used, and respond to any inquiries or complaints. Communicate with telecommunications vendors to obtain technical support or specifications for available hardware, software, or services. Consult with users, administrators, and engineers to identify business and technical requirements for proposed system modifications or technology purchases. Document user support activity, such as system problems, corrective actions, resolution status, and completed equipment installations. Keep abreast of changes in industry practices and emerging telecommunications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings or workshops, or participating in professional organizations or conferences. Test repaired, newly installed, or updated equipment to ensure that it functions properly and conforms to specifications, using test equipment and observation. Repair data and telephone communication lines, wiring, switching equipment, and wiring frames. Coordinate activities to restore UPS or HVAC trouble that are related to outages.

Move Add Change (MAC) Planner / Consultant (6 Years), Siemens

06/1984 - 01/2004

Pittsburgh, PA

Promoted and solicited MAC activity from Customers, act as Branch focal point for MAC. Maintained and shared knowledge of all MAC offerings, strategy, and promotions. Provided estimates and quotes to customers for MAC work. Coordinated and managed subcontracted MAC activity. Developed and maintained some knowledge of building Codes, NEC, safety, Osha, Fire, and asbestos. Performed quality inspections of contracted work. Insured timely MAC completion, reconciled contractor charges. Maintained general knowledge of cable offerings, pricing, suppliers, and performance characteristics for voice, data, fiber, internal, aerial, buried and riser cabling. Provided customer assistance with complimentary products. Marketed, installed and serviced announcers, recorders, bypass, UPS systems, Security devices, CSU/DSU, modems. Priced, Quoted, and project manage large moves and reconfigurations. Filled in for Line Manager when required, or for other Customer Engineers as required.

Customer Engineer III & IV (14 years), ROLM, IBM, Siemens

06/1984 - 01/2004

Pittsburgh, PA

Installed and serviced Rolm / IBM /Siemens Telephone Products. Provided customer support and account management for assigned service territory. Completed service repairs, installation and software reconfiguration activities, and system adds, moves and changes. Worked with Product Support Engineering to identify and correct software and hardware failures. Worked with telephone network service providers to install and repair analog and digital trunk connections to PBX, performed pre-installation site surveys, and routine maintenance software back-ups, voltage and environment checks. Attended customer meetings as required, worked with management and marketing to provide excellent customer support. Used service software reporting tool(s) to document customer activity. Worked in field, and also as dedicated site CE for large Customers.

Technician / Installer, PTC Corporation

06/1979 - 06/1984

Pittsburgh, PA

Install and service Rolm, Mitel, 1A2 key, and TIE, Telephone PBX Equipment.

Replace defective circuit boards, Isolate and correct trunk and station troubles.

Complete Main Distribution Frame cable and cross connect work, Add move

change station cabling, Document work.

EDUCATION

Siemens and Avaya proctored System Adminstration Training

Pittsburgh, PA

Special education certificate of completion/diploma or in attendance

Point Park College-(Part Times Studies)-No Degree

Pittsburgh, PA

Vocational/Technical Certificate

Minor: CAD-Electives-Business-Math

Gateway Technical Institute

Pittsburgh, PA

Vocational/Technical Certificate

Major: Electronics Technology (Honors Student)

Minor: N/A

SKILLS

• Voicemail Administration:

• Avaya Aura and Mod-Msg

• Applied Voice (AVST)

• Voicemail Administration: Siemens XPRESSIONS

• Administrative Support: Call Center Genesys Openscape

• Voice Support: Physical / Datalink / Cisco Layer 1/2/3

• Operations: Heat and Service Now Incident-Request Processing

• Operations: Change Management Practices

• Information Technology: Introductory training- ITIL and PMP

• Administrative Support: T1, SIP, Analog Carrier Circuit(s)

• Administrative Support: TDM, SIP, Desktop IP Telephony

QUALIFICATIONS AND ACHIEVEMENTS

United Way Volunteer

Tutor / Pittsburgh Job Core

Additional Skills and Achievements

Additional Competencies:

Own Licensed copy Of AutoDesk AutoCAD REL12 Software, C/D size Plotter, and

Familiar with importing, editing and plotting existing drawings, or rendering and plotting simple original illustrative diagrams.

Workplace Software: Familiar with MS Word, Excel, PowerPoint, Access, Outlook, ProComm, Windows,IOS Client.

Honors and Awards

1988

Awarded Alpha Beta Kappa Honor Society Membership for Trade and Technical Schools

Performance.

1988

IBM RSSO Outstanding Service Contribution Award.

1989

IBM Means Service Award for outstanding service 1989.

1993

Pittsburgh Branch Award for exceeding MAC Sales Target.

1993

Rolm Circle of Excellence Award.

1994

Leemah Datacom- award from Business Partner for Outstanding Performance In Providing Customer Security. Also Received Internal Corporate VP Recognition.

1996

Branch Managers Leadership Award

1997

Area VP award for outstanding Performance in MAC Planning and Consulting

1998

Pennsylvania Region Operations Employee Award

2000

H2 125 Club Regional Performance Award.

2003

MAC Challenge Program Top Performer-Gigaset Winner

CERTIFICATIONS AND LICENSES

Telecommunications issued by Rolm- IBM-Siemens in Pennsylvania

Multiple Certificates Received From Jan 1980 to Feb 2018 Covering Industry Knowledge, Product Service, Workplace Safety. Attended Telecommunications Certificates-Vendor Class/lab type training at various locations around USA.

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