Customer Service Unified Communications

Armando F. Carranza

Advanced Diagnostic Avaya Engineer

**** ******** ***** *****, ** 33647

************@*******.*** 917-***-****

QUALIFICATIONS SUMMARY

Experienced telecommunications professional with a strong background working with Core Avaya Products: Avaya Aura Communication Manager, System Manager, Session Manager, Session Border Controller, HP/Dell/S8xxx Servers, Vmware / AVP / ACP / ASP Platforms, AACC, Unified Communications, CMS, Audix / Modular Messaging / CMM/IX Messaging / Aura Messaging.

Top Secret Clearance

Self-confident, solid communication and interpersonal skills

Focused, dedicated, committed and graciously upfront

Resilient troubleshooting skills and follow up

Excellent interactions with clients, co-workers and supervisors

Able to work under pressure and achieve timetables

Vendor Management coordinator

Customer Service professional

PROFESSIONAL EXPERIENCE

Unified Communications Engineer

Prime Technical Services 9/2024 – 2/2025

GDIT Contractor

Columbus, GA

UCE hired to continue project migration from Avaya r6 to Avaya r10 Core communication equipment at Fort Moore Army base.

Worked closely with NEC engineering to achieve signed certificates and network connectivity along with Third Party adjunct equipment installations.

Collaborated with team members to coordinate each members skill set and complete assigned tasks including working on Third Party applications configured in communication topology for compatibility.

Software Release Management Engineer

Converge1

Tampa, FL 12/2020 – 8/2023

Software Release Management Engineer handling coordination of software updates on all Avaya Core products.

Reviewing current customer topology/platforms/software, recommending latest Avaya updates, scheduling Avaya update change control windows, staging software to equipment.

Completing all Preliminary backups/snapshots, and completing update implementation with a change control window, with a monitoring window after.

Advanced Diagnostic Engineer

Converge1

Tampa, FL 2/2013 – 5/2020

Tier3 engineer handling diagnostics for multiple Avaya Core products across different platforms, along with completing MAC/Implementation/Upgrade work requested by customer accounts.

Led Break/Fix KPI statistics for 2 years while part of Tier3, outperforming measurements.

Consultant – Avaya System Specialist

Verigent Consultant

Tampa, FL 7/1/12 – 2/15/13

Completed upgrades of legacy equipment Definity G3 to full IP G430 gateway-(2) sites for UBS.

Install new IP office V2 with 10 phones for (1) Business Equipment Services site.

Proprietor

Tactic IP Solutions

Howard Beach, NY 9/2010 – 6/2012

Consultant Assignments 6/2011 – 6/2012

Trained end users at Hartford Insurance on the IP phones installed after upgrade.

Cable and jack repair at Actors Equity.

Department of Health NYC sites - analyze, repair and MAC requests.

McMaster Carr upgrade CM and replace AES.

Consultant at American Organic Energy for vital telecom needs ( Install, repair and upgrades ).

Consultant at CVStarr Insurance for specialized telecom needs ( MAC requests & migration knowledge transfer ).

Active Health Care

NY, NY 3/2011 – 6/2011

Hired to work with voice team at Active Health Management on voice refresh and upgrade Avaya main server S8710 to S8800 with media gateway G450 & G650. Avaya 2420/4621/9630 series phone placement. Working with a team of two, I was responsible for closing existing queue tickets, call management system reports, working with vendors from Avaya, Avaya One-X deployment (mobile and home use), Envision recording, Varolii callback, Active Advice and AT&T. Assisted on first day of business after cutover to support location users with phone features and voicemail setup. Worked with work at home (WAH) users on VPN connection and values configuration, troubleshooting modem-router setup. IP softphone & IP Agent installation and troubleshooting.

Proskauer Rose

NY, NY 9/2010 – 2/2011

Worked with voice team at Proskauer Rose on upgrade of Avaya main server S8300 to S8800 with media gateway G450 & G650. Avaya 9621/9640 series phone placement. Working with a team of four, I was responsible to work with Avaya on first day of business after cutover to troubleshoot user issues with system. Survey all departments, conference rooms, main/service elevator bays, messaging center, loading dock and building services for stations working as designed.

Senior Systems Engineer

Avaya Inc

NY, NY 1/1992 – 3/2010

Responsible for field technical operations for business clients.

Install, maintain, troubleshoot, repair, and upgrade a wide variety of Avaya PBX’s: Definity G3R, G3SI, Prologic, CMC and S8300 – S8800 main servers.

Media gateways G350-G450-G430-G650

SIP service implementation

Project lead on multiple installs, moves or upgrades instructing teams of 10 – 20 colleagues, working independently when needed

Dedicated to major accounts (NBC, Federal Reserve) coordinating voice team with daily tasks and projects

Service major clients such as NBC, JP Morgan, Paine Webber and Federal Reserve

Perform programming for Intuity Audix/Modular Messaging voicemail and messaging systems.

Perform application installs, repairs for Avaya One-X communicator, mobile and agent end users.

Perform cable install for voice, video and data

Perform site surveys at customer sites to assess current condition status

Evaluate and record all required specifications and materials for projects

Train customers in usage of systems and provide end-user support as needed.

Achievements

Enrolled in Avaya University and completed Technical Engineering for telecommunications, passing requirements to become Senior System Engineer (1992-1994).

Trained in small business systems: Partner, Merlin, Spirit

TRAINING

Completed certification including:

ACIS, ACSS, Avaya CMS, Oracle Update Support, ACA IP Telephony, Avaya ACE

CTP, Network+, Security+, Cyber Awareness, A+

MS-DOS, TS-Tab, TQT1

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