Call Center System Analyst
Resume:
Telecom Engineer/ System Analyst
adwsrz@r.postjobfree.com
Site Manager
Paul Osuji
Personal Info EDUCATION
Technical Skills
EXPERIENCE
PERSONAL SUMMARY
Netscout Analyzer
Transcend
Windows NT/2000
Openview
External Course: Certification Program
Configuration and Installation:
Cisco Systems
Meridian Mail
Nortel PBX Switch (Option 11c-81 c)
Avaya Switches G3R
ACS Partner Switches
Enterprise Solution: External Course
Installation and Programming of ACD
Infotec System: Data Network Analysis
Loan Officer (Mortgage Insurance )
I have over 20 years of practical experience in implementation and support of LAN/WAN Network Information Technology. I specialize in Cisco, Nortel and Avaya Switches and Provisioning. I am highly skilled in telecommunications, interpersonal communications and team facilitation. I’m a consummate professional who possesses excellent user interface skills and have the ability to coordinate teams and interface with all levels of management.
Training
University Of Pheonix Information Technology
Associates Degree
September 2011 - June 2013
June 2015 - Aug 2022
Implementation of Avaya Aura server
Installation and programming of Avaya Aura Contact Center for users both on thin client and PC. Implementation of Avaya Quality Monitoring
Add, delete and changes on Avaya WFO and Avaya Contact Recorder Adds, Moves and Changes on Verint recording 15.1 and 15.2 Symposium Express Call Center Server: Managed call routes for agents by creating call treatments, supervisor/agent assignments and user administration Supporting 300 to 500 agents in the call center
Troubleshooting Verint recording 15.1 and 15.2
Analyzes work process, data relationships, and business needs to translate into reporting. Purchasing IT equipment’s for the company and meetings with vendors on equipment. Troubleshoot Avaya Cloud
Troubleshoot Avaya workplace and adding user to Avaya workplace Add, Moves and Changes on Avaya/Nortel CS1000 (VoIP) Adds, Moves and Changes on Call pilot Voicemail
Troubleshooting Noble system
Telecom Engineer / System Analyst
Cenlar FSB
System Analyst
Teksystems Cenlar, Princeton University
March 2015 - May 2015
Expert
Expert
Expert
Expert
Expert
Provide level2 support for the bank global network Systematically and immediately resolve visibility disruption at the same time proactively improving the processes and infrastructure.
Support WAN circuit from various providers ranging from fractional DS1/T1, PRI, ISDN, POT, STN, T3/DS3 and other broadband technology
Including Voice, Data encrypted Voice/Data and VPN serves using PPP Troubleshoot PBX and VM problems to minimize downtime Performed moves, add and changes of over 1,000 lines by programming TNs, DNs, CDNs, ACD queues and phone sets. Used Element Manager to program and manage the SIP link between the CS1000 and Microsoft Exchange
Installation of polycom in all the conference rooms and all the training rooms Open trouble tickets with the vendors
Performed moves, add and changes of over 1,000 lines by programming TNs, DNs, CDNs, ACD queues and phone sets. Used Element Manager to program and manage the SIP link between the CS1000 and Microsoft Exchange
Symposium Express Call Center Server: Managed call routes for agents by creating call treatments, supervisor/agent assignments and user administration System Analyst
Teksystems Cenlar FSB
March 2013 - March 2015
Protocols: BGP, OSPF, RIP, RIPv2, IGRP, EIGRP, IPSEC, TCP/IP, FTP, TFTP, PPP, HSRP, PIM, IGMP, CGMP, SNMP, NTP, HDLC, TACACS, Frame Relay(FRTS)
Hardware: Cisco Routers (2500, 3600, 4000, 7500, MSFC) Cisco Catalyst Switches 2900, 4500, 3540, 5500, 6500, 3900(Token ring), 3com switches, Ethernet (3900, 2500, 3000) ONS 15454, 3com Core Builder 5000 chassis Hub. Arista switch. Nexus switch. Nokia firewall. Juniper firewall, Juniper router. Mcdata Controllers, Annex Terminal Servers 3000, 4000, Cyclade. Cisco’s IGX, BPX. Netcaler load balancer, F5. Nortel optera 3200and 5500 (WDM) and Lascom DSU/CSU Protocol Analyzers: Network Associates Sniffer, NetScout nGenius, Niksun NetVcr Probes, Ethereal Facility: Lease and Analogue circuits, T1, T3, OC48, OC12, OC3 June 2015
Telecom Engineer Consultant October 2012 - January 2013 Credit Suisse
System Analyst October 2009 - September 2011
Dotwem Solution: First Homeland Mortgage,
PBX Technician June 2008 - November 2008
Robert Half (USA Air Force Expeditionary center) Fort Dix, NJ System Analyst March 2001 - August 2001
Sestet Institute
PBX Technician August 1998 - January 2001
Ominipoint/Voicestream Wireless
CERTIFICATION
Certified Customer Service Specialist (CSS),
PROTOCOLS
Performed moves, add and changes of over 1,000 lines by programming TNs, DNs, CDNs, ACD queues and phone sets. Used Element Manager to program and manage the SIP link between the CS1000 and Microsoft Exchange. Symposium Express Call Center Server: Managed call routes for agents by creating call treatments, supervisor/agent assignments and user administration.
Installation of polycom in all the conference rooms and all the training rooms. Installation and programming of Avaya Aura Contact Center for users both on thin client and PC. Add, delete and changes on Avaya WFO and Avaya Contact Recorder. Supporting 300 to 500 agents in the call center.
Installation of polycom in all the conference rooms and all the training rooms. Installation and programming of Avaya Aura Contact Center for users both on thin client and PC. Add, delete and changes on Avaya WFO and Avaya Contact Recorder. Supporting 300 to 500 agents in the call center.
Open trouble tickets with the vendors.
Wells Fargo Bank Telecom Field Tech
Robert Half
January 2013 - March 2013
Paul Osuji - Cont. Pg 2
Contact this candidate