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

Grand Prairie, TX *****

(***) 405–7517 (cell)

(972) 264–8292 (home)

advotn@r.postjobfree.com

OBJECTIVE

I am seeking a rewarding and challenging role in the information technology industry, affording an opportunity to utilize my educational, technical, and supervisory experience to contribute to the overall success of a company.

CERTIFICATIONS

MCSE, MCP +1, Callpilot 1.05, 107, 2.0, 3.0 and 4.0, NCSS Callpilot 4.0, NCSE Callpilot 4.0,

PROFESSIONAL ACUMEN

Operating Systems: Call pilot: Window 2003 server, Windows 2008, and Windows 2012

Software: Avaya Aura Messaging, MS Word, Excel, PowerPoint, Adobe Reader, Win-zip, WinSCP, MS Outlook, Any desk, LogMeIn, Web Ex, VPN, RAS, VMware 5.5, Fast Nav. Tools

Avaya Servers: Avaya Aura Messaging RLS: 6.0, 6.1, 6.2, 6.3 and 7.0; Avaya Breeze 3.0, 3.4., 3.5, 3.7. SMGR 7.0 and 8.0, CM, AMS, AES, ASM, SBC. Callpilot: mini, 200i, 201, 202i, 600rp, 1005rp, 1002rp, 702t.

Trace tools: AAM: Putty, Trace SBC, TraceSM, Wire-shark, T shark, TraceCE, TraceSBC and Trace HTTP

Client Soft phones: IX Avaya client, Avaya Onex-client, Avaya Onex- communication client, Avaya One x-

agent and equinox client

EDUCATION

1998 – 1999 Southern Methodist University

School of Engineering and Applied Science Networking Technologies Program – Richardson, TX

Dos 6.22, Windows for Work groups, Windows 95/98 and Upgrade, Windows NT Workstation 4.0

MS Outlook 98, MS Office 97, Wins, DNS, DHCP, TCP/IP, NetBIOS, NWLlNK, IPX/SPX, DLC

Windows NT Server 4.0 includes dual boot options, Network Printing, Network Adapter Cards

NetWare 3x/4x, NetWare Client 32

MS Ex change 5.5, Internet information Server 4.0, RAS Server

1992 Associate degree in Applied Arts and Sciences

North lake Community College – Irving, TX

GPA: 3.65/4.00

1986 – 1987 DeVry Technical Institute – Irving, TX

1978 – 1980 Kankakee Community College – Kankakee, IL

Liberal Arts degree studies

PROFESSIONAL EXPERIENCE

May 2019 - Sept 2022 Avaya Government Support Engineer

Deployed and upgraded Avaya Breeze servers, in VMware environment to the latest release.

Implement troubleshoot utilities and client-based tools to resolve technology tickets: Slee SMTP, LDAP, IMAP, CPtrace, Wire shark sniffer trace software.

Interfaced with design support team to resolve escalated design-related issues

Beta tested new server releases and client releases. Provided feedback to design on new product releases.

Trained and mentor new engineers; coordinate support for global Tier-i and Tier-ii

Installed presence snap-in on Breeze servers and installed latest hot fixes. Once servers were upgraded, logged into Avaya workplace test client. Used soft client desktop phone and 9600 desk phone to validate presence and Instant messaging was working after upgrade.

May 2018 - May-2019 Support Engineer for Apex contractor

Troubleshoot and resolve customer issues relating to, Breeze, and Office Links which includes issues such as Deployment of servers in VM ware environment using vSphere client software in a secure network environment, which in includes configuring and troubleshooting of, software and network related issues.

Implement troubleshooting utilities and client-based tools to resolve technology tickets; IE., Server Traces: TraceSBC, TraceCE, TraceSM, Wire shark sniffer trace, putty, Tools A software, WinSCP etc.

Interface with engineers on tech team and specific design support teams to resolve escalated design-related issues

PROFESSIONAL EXPERIENCE

January 2000 – May -2018

Senior 2nd Level Support Engineer Avaya – Free port, TX

Troubleshoot and resolve customer issues relating to Aura Messaging, Breeze labs and Callpilot unified messaging; which includes issues with hardware, software, configuration, and network related issues.

Implement troubleshooting utilities and client-based tools to resolve technology tickets; i.e., Server Traces, TraceSBC, TraceCE, TraceSM, Slee, SMTP, LDAP IMAP, AML, CPtrace, Wire-shark sniffer trace software etc.

Interface with tech and design support team to resolve escalated design-related issues

Beta test and provide feedback on design and product releases

Train and mentor new engineers; coordinate support for global Tier I and Tier II engineers

PROFESSIONAL EXPERIENCE

June 1999 – January 2000 Business Analyst, Outlook Level II Tech Support

EDS – Plano, TX

Responded to an average of 15 to 40 daily calls to troubleshoot issues in a NT and Novel-based environment

Successfully and efficiently resolved tickets related to client e-mail access on Exchange server

Resolved connectivity issues using dial-up networking, RAS, EDSLlNK dial-up, VPN and LAN

Used network protocols TCP/IP, IPX/SPX, NETBEUI, SMTP, IMAPI and POP3

Resolved connectivity configuration issues using DHCP, WINS, and DNS

1997 – 1998 Production Supervisors

Hitachi Semi-Conductor – Irving, TX

Supervised up to 75 employees and maintained an overall 95% goal attainment ratio in the wafer ships department

Developed personnel to ensure efficient operation of production and adherence to IS09000 standards

Completed Superior Supervisor training course, Interviewing Excellence Course and SAP time-keeping course

Collaborated with support groups, engineering technical and management on areas of mutual concern

1992 – 1997 Lead Operations Technician III

Hitachi Semi-Conductor – Irving, TX

Worked with upper management to achieve and maintain daily production schedules

Supervised training of 13 to 15 employees, while maintaining Class 10 clean room status

Monitored wafer usage in bays and met ongoing goal to reduce budget expenses and increase company revenues

1984 – 1992 Therapist Technician

Dallas County Diagnostic Center – Dallas, TX

Transported, admitted, and on-boarded new patients to assigned wards

Assessed, evaluated, documented, and monitored patients

Ensured safe patient care practices using quality care techniques

References:

Jason 214-***-****

Jimmy Stewart- 469-***-****

Fred Wesley 214-***-**** (Manager)

Scott Mccurrach 214-***-**** (Manager)

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