Technical Support Data Center

Carlos Calvo

San Francisco, California *****

415-***-**** • ********@*****.***

Senior Telecommunications Network Analyst

Highly accomplished telecommunications professional with over 20 years of experience in supporting and optimizing complex network infrastructures. Expert in Avaya systems, VoIP technologies, and customer-centric technical support. Proven track record of implementing innovative solutions, streamlining operations, and delivering exceptional service in high-pressure environments. AREAS OF EXPERTISE

• Configure, install, repair, and troubleshoot issues related to hardware performance on servers, and network equipment in a raised floor data center environment

• Day to day support on Avaya Blue(Nortel) and Red (VoIP), Avaya 1X, and Avaya Servers, System manager, Aura, ASA, Avaya Aura® Messaging, AVST, Cisco Switches and routers, MS Teams, MS O365.

• Manage day-to-day activities, including the coordination of MAC orders thru the Services Center, designed, implemented, and support Data, and voice flow of networks, Vector/ACD’s, and CMS Call Management

• Broad knowledge and success in building and sustaining business networks consisting of routers, switches, VoIP phones, IP phones, video conference and related hardware. Troubleshooting ODN (Optical Distribution Network).

• Network monitoring with different tools, MS-Teams, O365, Splunk, NNMI, “SSH” Secure Shell, NetScout, HPE, HPOM., Cisco MAP. Use of Avaya Aura environment, Share Point, Zoom video, Cisco Telepresence rooms, Polycom, and Seismic.

• Support of the Cisco VoIP system and Unity, configuring new users with their phones, routing groups and unity Vmail.

• Skilled team leader with expertise in the management of globally dispersed teams in US, Argentina, Brazil, Mexico, and Latin America.

• Keen ability to identify and resolve network performance issues, optimize services, and develop action plans for ongoing maintenance.

• Responsible for Asset and Infrastructure Change Management processes within all Data Centers. Maintains documentation, inventory sheets, technical schematics, and diagrams. Carlos Calvo

Professional Experience

Pyramid Consulting, Inc. Supporting the Nationwide insurance account. Voice Endpoint & Systems Services. (January 4th, 2022- December 1st 2023) Technology Engineer, Digital Workplace Technology

x Spearheaded end-to-end management (Plan, Build, Run) of voice endpoints, encompassing phones, extensions, voicemail, agent login IDs, toll-free numbers, CMS, CDR, e911, SMG, and others x Led the migration of users from legacy Avaya and Cisco softphones to new platforms, reducing transition time through effective user training and support.

x Leveraged Snow ticketing system to efficiently track, prioritize, and resolve a high volume of service requests, maintaining a 95% customer satisfaction rate. x Administered Microsoft O365 and Teams environments, implementing PowerShell scripts to automate routine tasks and improve system efficiency.

Alameda County, CA

Infrastructure Services Analyst

ITD-Telephony End User Services & Vendor Management (March 2020- Sept 2021) x Managed and optimized Avaya hardware and software infrastructure, ensuring 99.9% uptime for critical communication systems.

x Managed daily MAC operations through the Services Center Avanti, network flow, call routing strategies for vectors, VDN, 1X App, CMS, ARS, AAR, ACDs.

x Deep experience working with Avaya Contact Recorder, NFocus, AVST, Avaya SMGR, MS-O365 Admin Center, MS Teams Admin Center, Running Power Shell Script for Teams, VeraSMART Calero x Complete essential troubleshooting to drive business continuity, diagnosing methods and tools for detection and resolution

x Vendor coordination for different projects MS teams, and Polycom Trios administrator. x Vendor coordination for different projects MS teams, and Polycom Trios administrator. Placing orders with Vendors for SIP Trunks 1MB lines, IP endpoints, SIP, H.323, PSTN connections to the Avaya phone system.

x Configured and managed system and networking devices, responsible for asset and infrastructure change management process within the data center

x Served as the primary administrator for Microsoft Teams and Polycom Trios, facilitating seamless integration with existing systems.

x Maintained documentation, inventory, sheets, technical schematics, and diagrams. Manage Remedy tickets to distribute and execute

Autodesk San Francisco, CA

Configuration Build Engineer

DPE-DES-End User Services & Vendor Management (08-2018- 02 2020). x Administered Avaya hardware and software for a global network spanning APAC, AMER, and EMEA regions.

x Manage daily operations, including the coordination of MAC orders through the Services Center, network flow, make changes for the vectors, VDN, 1X App, CMS, ARS, AAR, ACD’s, changing and supporting the Avaya messaging platforms Aura

x Utilized Remedy ticketing system to manage and resolve over 200 weekly support requests, maintaining an average resolution time of under 4 hours.

x Complete essential troubleshooting to drive business continuity, diagnosing methods and tools for detection and resolution

x Configures, installs, repairs, and troubleshoots issues related to hardware performance on servers, switches, routers, and any other network equipment x Vendor coordination for different projects around the world. Zoom, and Polycom Trios administrator. Avaya UC, System/Session Manager, Communication Manager, IP endpoints, SIP, H.323, PSTN connections to the Avaya phone system

Bank of America, San Francisco, California

Sr. Network Telecommunications Engineer (Dec 1997 – Jun 2017) x Led the installation, administration, and maintenance of networking hardware for a Fortune 500 financial institution.

x Managed MAC orders, network flow, vectors, and ACD's for 5 national locations, supporting over 10,000 users.

x Provided tier 3 remote support for sites across multiple U.S. cities, resolving complex issues and minimizing downtime.

x Create Tickets within the ticketing system to address problems, Incidents and changes for hardware, and connectivity, connect and configure system and Networking devices, perform site audits of installation and cabling work performed by others

x Complete essential troubleshooting to drive business continuity, diagnosing methods and tools for detection and resolution. Remotely support sites in Los Angeles, Charlotte, Dallas, Houston, Chicago, Boston, and New York

x Assist technicians with installation, troubleshooting, relocation, and maintenance of networks. Guide teams through feasibility studies, costing, proposal preparation, and project implementation. x Trained and mentored junior staff on IPC MX systems and network equipment support, improving team efficiency by 25%.

x Vendor coordination for different projects around the world. Zoom, and Polycom Trios administrator. Avaya UC, System/Session Manager, Communication Manager, IP endpoints, SIP, H.323, PSTN connections to the Avaya phone system

x Coordinated vendor teams across Latin America, demonstrating strong leadership and cross-cultural communication skills.

Key Achievements:

x Successfully upgraded G3R to S8700 version 1.3.2 on servers and G3 V11, improving system performance by 40%.

x Managed a critical office relocation project, ensuring zero communication downtime during the transition. x Organized and led quarterly Lucent PBX conferences for 1000+ customers, showcasing thought leadership in the industry.

x Demonstrated extensive knowledge of Avaya, Octel, Nice Loggers, IPC, and Cisco switches. x Contributed to IP Project for India Help Desk, including programming of trunks, vdns, interflows, and vendors.

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Additional experience as Network Supervisor (1990 to 1997). Technical Proficiencies

Platforms: UNIX, Windows, Mac OS,

Tools: C++, Java, JavaScript, Perl, IRIS, Microsoft Office Suite, 1X Avaya, ASA GUI Avaya Hardware: Cisco Routers, Cisco Switches, AT&T Controllers, OCTEL, Nice Logger, Stratacom, Avaya, PBX, IPC, Telaid

Education and Training

College Courses

College of DuPage, Glen Ellyn, IL

College Courses

City College of San Francisco, San Francisco, CA

— Certifications —

Cisco VOIP Administration ~ Avaya BTC158H-DEFINITY Administration Training Avaya ECS ACD with VECTORING ~ Avaya ECS World Class Routing Administrator Cisco VOIP Administration ~ Avaya BTC158H- DEFINITY Administration Training

Avaya Station Installation and Maintenance Phase I ~ Cisco System Narrowband Network Administration Unix

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