Francis Mekeal

adq88u@r.postjobfree.com 717-***-**** Halifax, PA

www.linkedin.com/in/francis-mekeal-jr-Avaya-Engineer

Avaya Engineer

Agile Diagnosis Creative Solutions Strategic Project Design

End-User Support Customer Satisfaction

Technology savvy, logic, and detail-oriented Avaya Engineer performing complex installation projects, maintaining Avaya systems, and providing end-user support while maintaining high levels of customer satisfaction by promptly diagnosing issues, troubleshooting, and finding creative solutions to reduce costs and optimize processes to deliver projects ahead of time without downtime.

Technical and Soft Skills

Avaya Experience Portal, SIP Enablement, Enablement Server, Session Manager, and Systems Manager SBC Experience Portal Best Services Routing WFM Aura Messaging CMS Avaya Proactive Contact Dialer/POM T1s DS3s MPLS Fiber Optics SIP VPN VDN Interpersonal Communication Courtesy Objectivity Hard-Working

Highlights

Conquered such a high level of satisfaction that client requested their new provider to hire me so they could continue to enjoy my services.

Trained 1000 employees to use an innovative system.

Called upon to collaborate with challenging troubleshooting by new and senior engineers.

Received a $10.000.00 bonus for great success in updating 2 call centers implementing new technology without downtime.

Professional Experience

Senior Telecom Analyst

Delaware County Community College Midia, PA 2021

Installed, configured, and maintained communication systems responding promptly and efficiently to tickets.

Set up Avaya IX softphone on laptops.

Administered users through the System Manager and resolved alarm issues.

Leveraged detail orientation to trace SM, detect, locate, diagnose, and troubleshoot problems in the network and code, utilizing Session Manager with exceptional agility.

Configured the Communication Manager according to specifications and needs.

Prevented call drops by ensuring call routing is in place, converting DINS to go to a VDN or straight to a telephone (DID). Developed and implemented call routing plans, vectors, and VDN or IVR scripts.

Coordinated with telecommunications vendors to ensure appropriate platform integration and performance, ensuring updated licenses and patches. Whenever necessary, asked for support and collaborated on troubleshooting.

Promoted system stability by applying best practices and optimizing processes.

Installed call center with 250 phones updating from TDM phones to VOIP phones, overcoming complexities involving portals with different protocols and going around 8O21X lock down security.

System Analyst Avaya Blue (short-term contract)

Tech Systems Hershey, PA 2019-2020

Worked with Penn State Hershey Medical implementing an E911 project to trace undiscovered set locations.

Assessed the whole system, looking to see if the phones were connected to the jack locations to recover licenses in the system.

Fixed the emergency location so that 911 calls within the hospital could be traced. Organized a spreadsheet with maps of where the phone numbers were located.

Telephony Administrator Avaya Red

Pennsylvania Higher Education Assistance Agency (PHEAA) Harrisburg, PA 2012–2019

Monitored and managed telephony software, hardware, and systems for agency sites, including PBX, Communication Manager, Computer Telephony Integration (CTI), Interactive Voice Response, Call Recording, Call Management, Contact Center and Reporting, Voicemail, Call Accounting, and other related systems.

Performed daily server monitoring, quickly tracking and resolving trouble tickets.

Coded/built application solutions from technical requirements.

Adhered to optimal processes and procedures to ensure the quality of the technical solution.

Performed detailed testing of application software modifications utilizing various programming platforms and productivity tools to ensure accuracy. Thoroughly documented code changes.

Collaborated with architects and technical staff, discussing program specifications, design, and requirements to ensure compliance with building code.

Analyzed data to define the desired results of the applications, the restraints upon systems design, the relationships of the application to other systems, and the controls to be placed on system operation.

In 7 days, removed GMCC cabinets, installed new g450 gateways, and moved call centers to other locations without downtime, reducing energy waste and costs by 75%.

Senior PBX technician Avaya Blue (Nortel)

Strategic Products and Services (SPS) - Client PPL Allentown, PA 2011–2012

Responsible for the day-to-day maintenance of a 38-site Avaya CS1000 to include Call Pilot, NMC, and Signaling Servers.

Traveled through different sites providing technical support for customers and alarm response.

Praised by clients for flexibility in customizing systems according to their needs.

Senior PBX technician Ayaya Blue (Nortel)

Frontier Communication - Client PPL Allentown, PA 2010–2011

Maintained 38 Avaya sites CS1000, including Call Pilot, NMC, and Signaling Servers, and provided technical support.

Deescalated alarms/outages.

Led in equipment upgrades and miscellaneous projects, strictly following guidelines.

Managed connections and installations involving SIP trunking and IP telephony sets.

Recommended by PPL to the next provider because of their high level of satisfaction with my work.

CS1k Engineer Avaya Blue (Nortel) System Engineer Avaya Blue (Nortel)

High Wire Network Wilkes Barre, PA 2006–2011

Maintained and troubleshot phone networks for multiple long-term clients involving Nortel /Avaya CS1000M, Call Manager, Nortel Call Pilot, Nortel Optivity Telephony Manager, Audio Codes, Media Gateway 3200, and Check Point.

Applied advanced skills on complex and high volume projects for Federal government agencies, demonstrating outstanding project management competencies.

Met deadlines and accomplished goals while receiving compliments from clients expressing their satisfaction.

Telecommunications Administrator Avaya Blue (Nortel)

Delta Dental of PA Mechanicsburg, PA 2001–July 2006

Administered and implemented the call center offering support to resolve issues.

Created CallPilot applications and Symposium Scripts for call centers.

Administered and maintained Nortel Call Pilot Voicemail and Nortel My CallPilot systems.

Joined forces with telephony vendors and circuit providers to understand specifications and find solutions.

Awarded $10,000.00 in bonus for handling a complex and challenging project resulting in a complete technology change from the Exenton System to the Avaya Blue System (Nortel), operating 2 call centers simultaneously to avoid service interruption. Trained 1000 users on how to use the new equipment.

Education and Certifications

Bachelor of Science, Computer Science Dauphin University 2000

Mitel Cloud IP Mitel Etters, PA 2021

Avaya Aura Session/System Manager Administration Avaya Durham, NC 2016

Avaya SIP Training Course Avaya Durham, NC 2017

Avaya Administer Voice Portal Avaya Durham, NC 2010

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