Darrel E. Rich

571-***-**** adrz05@r.postjobfree.com

TELECOMMUNICATIONS ANALYST and IT TECHNICIAN

Telecommunications specialist skilled in using, managing, and maintaining telecommunication systems, architectures, and frameworks. Over 20 years of experience providing telecommunications analysis to 6 major telecommunications industry companies, a university, and the U.S. government. Maintaining and ordering supplies, book keeping.

Over 30 percent disabled veteran, U.S. Navy

SKILLS

Customer Service Problem Solving IT Telecommunications Expertise Avaya Telecommunications Systems: Phones, Switches, Voicemail procurement specialist Inventory specialist using and installing Microsoft office suite

Call Management Systems

Call Accounting Systems Video Teleconferencing Support Record Keeping System Administration Training Forklift Operator F5 BIG-IP Network + Active Directory

EXPERIENCE

Dispatcher/MV Transportation Hyattsville MD 2020-2020

Calling drivers to make sure they arrived in a timely manner to pick up metro access users.

System Programmer/Administrator/ (HMS Tech) Veteran Affairs Medical Centered Washington, DC 2018-2019

Performs installation, maintenance, and troubleshooting on Voicemail and Call Center products

–Utilizes thorough knowledge and experience, testing, troubleshooting, cutting over, and turning up of phone lines, PRI’s, voice and data T-1’s, Trunks, and integrated circuits

–Troubleshoot telephone system hardware/software, voicemail, and telephone set and feature issues on site and remotely

–Install cables and testing

–Establishes service by studying equipment requirements; researching documentation, ordering and gathering components and parts; completing installation; performing acceptance tests

–Maintains rapport with customers by discussing issues; providing technical support; identifying solutions; suggesting improved methods and techniques; recommending system improvements

–Supports other departments by providing corrective actions to Trouble Tickets, assist the Technical Assistance Center (TAC) as required

–At customer premises locations identify demarc, pretest and install IAD and loop testing. Assist remote centers with hosted IP-PBX/managed services test and turn up to customer premise

–Participate in the on-the-job training program and maintains a working knowledge of all equipment.

–Possess hand and finger dexterity and good eyesight with the ability to determine colors.

–Requires daily travel, with some overnight travel possible on occasion.

–Must be available to be on call after normal business hours and perform service, installation and maintenance work during night time hours is expected.

–Protects confidential information, observe and participate in vehicle and office safety programs

–Keeps office clean and secure at all times. Operate within and support all Forerunner Technologies Inc. Company policies and procedures including dress code and vehicle operating policy

–Responsible and accountable for maintaining all company equipment to be operational at all times

–Adheres to scheduled order completion and maintenance time frames.

System Programmer/Avaya, Columbia, Md. Sept 2017 – Feb 2018

–Provide software support for integrated Avaya Aura Communication solutions utilizing Communications Manager, Systems Manager, Session Manager, Voicemail in a SIP environment

–Programming, implementation, and professional services support on ACM (Avaya Communication Manager)

–Expand Aura features to new customers including stations, trunking, ARS, AAR, UDP, CORs, COS, SNT’s, Hunt groups, coverage paths, VDN’s, vectors, announcements, and all other associated system features

–Maintain integrity of resource tracking documents

–Maintaining and developing programming automation tools

–Provisioning of new phones, users, mailboxes, E911 utilizing the following: System Manager, Communication Manager, Aura Messaging, Session Manager, and AVST Messaging

Instructor/Trainer of Copper I/M, Verizon, Leesburg, Va. March 2015-August 2015

Trained Verizon managers how to install and maintain telephone lines

-Responsible for training over 2000 manager on installation and repairing and managing copper telephone lines.

System Administrator, George Washington University, Washington, DC, May 2012 – August 2013

Operated and maintained university telecommunications systems, preventing any major disruption in services

–Responsible for network reports; resetting Avaya passwords; and maintaining and resetting Avaya Message Service Application (MSA) due to cold system stops.

–Efficiently created Avaya new user accounts and managed existing users in the Session Initiation Protocol (SIP) server

–Used Avaya Site Administration (ASA) effectively to monitor and maintain Communications Manager (CM) 5.2

–Commended for installing and training of 7 Apple Macintosh (MAC) users a week on Avaya One-X Communicator

–Programmed and maintained vectors and pulled reports for ACD groups

–Monitored Avaya Aura and SIP trunking

–Installed and maintained Avaya 96xx VOIP phones

–Customer service and Accounts, trouble shooting and resolving them

–Experience working with Executive an VP’s

Telecommunications Specialist, Verigent (Shared Technologies) SAIC, McLean, VA, August 2011– October 2011

Successfully provided telecommunications services for a multitude of Verigent/SAIC clients

–Accomplished daily network system checks and trouble ticket remediation for Avaya IP and digital phones on time and on budget

BAE Systems (Customs & Border Protection), Washington, DC, January 2008 – October 2009

Provided telecommunications technical services for 2 to 3 agency departments and greater than a 100 users in CBP

–Successfully administered and maintained Avaya PBX (S8720, S8500 and S8300) and daily moves, adds and changes on phones (digital and IP), and modems, thereby preventing system downtime

–Key person enabler in establishing the network and database for a major CBP relocation

–Maintain and created vectors for ACD groups.

–Attended PM meetings for reorganization and moving departments from start to finish

–Changed out Avaya circuit paxs when needed.

–Completed 100 trouble tickets a week and 400 tickets a month on Avaya pbx and Arura voicemail.

–Completed 1 to 2 department moves a month 25 to 60 users.

Amtrack, Washington, DC, August 2007–January 2008

Successfully administered and maintained Avaya PBX (G3R); including optimizing digital and analog line daily use for better performance

Maintained over 300 users in 3 building campus environment.

Telecommunications System Analyst

HCI Technologies, Sterling, VA. August 2005 – August 2007

Effectively administered, managed, and maintained Avaya PBX (S8700) and voice messaging systems, thus helping to prevent any network downtime,trained end user how to operate their phones and access voicemail. A key member in cutovers from one system to Avaya.

Migrated office users over to Avaya PBX.

–Install patches, updates and changes to the Avaya PBX and audix and Modular Messaging.

–Developed Avaya phone and modular messaging voicemail system databases to efficiently track network assets

–Trained new user, new help desk agents and new telephony techs about the Avaya system

–Install T-1 circuits into the Avaya system

IBM AS/400 Operator, Ritz Camera (Contractor Sapphire Inc.), Beltsville, MD August 2004 – June 2005

Monitored network system for daily errors and performed nightly and weekly backups, thus mitigating network downtime

–Collaborated with IBM for maintenance repair on printers and performed weekly reports for various departments, preventing major network system disruptions for current and future network operations

Telecommunications/IT Support, Pearson Government Solutions, Arlington, VA, April 2002 – April 2003

Successfully maintained Nextel cell phone accounts for over 750 users with no major network shortfalls

–Resolved all phone and cell device trouble tickets and created a process to acquire cellular devices

–Successfully supported the relocation of network operations for 350 personnel

–Effectively assisted in the installation and maintenance of the Tadiran PBX and voice messaging systems

Telecommunications Systems Analyst, Motient, Reston, VA August 2000– September 2001

Responsively supported the Avaya telephony help desk, doing adds, moves, and changes for digital and analog lines for hundreds of users; maintain customer confidence in the network.

–Collaborated with Bell Atlantic, Verizon, Sprint, MCI/WorldCom on installing and troubleshooting of T-1, 56K, ISDN Primary Rate Interface (PRI), and Basic Rate Interface (BRI) lines, thus keeping the network up and running

Metrocall Inc., Alexandria, VA November 1999 – June 2000

Installed, maintained, and repaired voice terminals and telephone service for Metrocall headquarters and numerous locations in the Mid-Atlantic Region

–Administered and maintained the Avaya audix voice messaging and the Multilink audio conferencing systems and handled announcements, vectors, and 800 numbers; met every service level agreement timeline

System Analyst/Network Administrator, Mueller Industries, Memphis, TN June 1998 – June 1999

Successfully consolidated three switches (G3r and G3si) to one and managed over 750 corporate stations and ports to make network operations more efficient and cost effective due to Head Quarters (HQ) moved to its new location.

–Maintained and replaced PCs that were not Y2K compatible, resulting in zero networks disruptions during Y2K

PC Technician, US Navy Civilian, Washington, DC/Memphis, TN, November 1997 – June 1998

Effectively migrated 1500 users from Windows 3.1 to Windows 95 and instructed them on the use of Windows 95

–Installed software and performed printer maintenance all of which met industry and US Navy technical standards

U.S. NAVY, 1981– 1997

Head of Supply Operations

Successfully supervised 5 departments, (13 divisions and over 500 personnel) for supply operations; managed and executed an annual budget of $3.6 million. Operated forklift as a S1 storekeeper for USS Enterprise Shipping and Receiving. Conducted inventory for Supply Department. Conducted quality assurance inspection. Maintained flight clothing store room for USS Enterprise.

Satellite Communications Operator

Operated and performed preventive maintenance on Defense Satellite Communications System terminals and equipment, including Digital Communications Subsystems (coordinated uplink power balances; configuration changes; wire circuit integration with ground stations; and associated troubleshooting and maintenance)

Trainer and Analyst

Trained personnel in hardware and software troubleshooting techniques; instructed military and civilian personnel in proper operation of distribution system; taught military and civilian personnel how to use automated system for (IG) Inspector General inspections

PROFESSIONAL DEVELOPMENT

2015 TLG Learning (Network +, F5 BIGIP)

2003 Tadiran Voicemail Administration & Tadiran Basic Administration

1999 Intuity Audix System Administration, Lucent Technologies

1998 Definity ECS System Administration, Lucent Technologies

EDUCATION

1981 High School Diploma, Crossland High School,MD

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