Contact Center Desktop Support
Resume:
Leroy Carney III
Technology Professional
************@*******.***
Accomplished IT professional with over 20 years of experience contracting and direct hire assignments in Telecommunications, Networking, Desktop Support, and Contact Center operations. Proven ability to implement, maintain, and troubleshoot complex OEM and proprietary solutions. Seeking an opportunity to leverage and expand my expertise in Telecommunications, Networking, CTI, AI and Cloud technologies while contributing to the success and growth of an innovative organization.
Jun 2021 to Sept. 2024 – Lead Telecommunications Engineer – Infosys – Gap – Remote
Originally contracted to install 28 servers to run a NICE full software suite. Once completed I was asked to stay on to support their move from Avaya Aura to Zoom cloud solution. I was then hired by Infosys and contracted to GAP to be their Lead engineer whose primary responsibility included implementing and administering Avaya Aura telephony and VOIP technologies including H.323, H.248, SIP, ACM, ASM, SES, AES and CMS . Supported networking including WAN, LAN, VLAN, IP and SIP Routing, Switching, IPV4 and IPV6. Provided direction and resolutions on Multi-Vendor OEM for Voice, Video, IVR & Call Center application integration's including virtual hold and 911. Monitored and ensured availability of Contact Center and Enterprise Telephony applications like IVR and contact management systems. Provided inputs for capacity management. Held a good understanding of ITIL process and performed Incident, Problem and Change management. Performed Root Cause Analysis and performed procedures to eliminate the cause. Maintained and contributed to troubleshooting knowledge-base. Added/Removed, tested and deployed changes to features supported in the Contact Center and Telephony applications using software tools like Orchestration Designer as well as proprietary software and solutions like Verint, Verasmart and NICE. Coordinated with OEM vendor to upgrade and patch the listed contact center applications and Telephony equipment. Continuously reviewed/updated operational documentation for Contact Center and Telephony Solutions. Performed proactive monitoring, upgrade and patch management. Assisted implementation team for new configurations and projects by providing inputs from steady state perspective. Identified appropriate support tools and recommendations during implementation. Identified components for proactive monitoring and preventive maintenance with health check periodically and documented the process/steps. Personally responsible for migrating over 4000 Avaya Aura endpoints and supporting call routing including SIP routing to Zoom Cloud at the same time validating and then removing the Avaya Aura media servers and gateways.
Jan 2020 to Jun 2021 – Independent Technology Consultant – Completed multiple free lance projects including installation of Avaya Media Servers and gateways for multiple clients as well as Point of sales systems and multiple surveillance systems for both business and home use.
Sep 2019 to Jan 2020 – Remote Desktop Support Engineer – Brandywine Technologies – Chesapeake Utilities – Dover, DE
Primary responsibility included upgrading the company’s desktops from Windows 7 to Windows 10. Worked in the office and traveled to remote locations to pull users profiles and upgrade laptops and desktops and then reapply the user profiles ensuring all applications, tools and integration's were reinstalled and functioning as expected. Uninstalled and re-installed Avaya 9600 series phones per users’ new locations. Uninstalled and reinstalled and/or reconfigured Avaya soft-phones and call center applications for end users and ensured functionally and integration was working as expected on their new systems. Worked directly with end-users and also executive staff to ensure satisfaction and that systems were working as expected from the end-user’s perspective as well as the help desk, security, project management and executive managements perspective all while following company policies, procedures and guidelines. Kept meticulous documentation for end-users and equipment and their upgrades as well as travel expenses, time management and issue resolution. Assisted with troubleshooting issues that arrived at the help desk and from end-users and ways to increase efficiency, stability and security of organizations processes and procedures. Assisted fellow team members with learning the technology and the proper steps to implement and support project.
Oct 2018 to Apr 2019 - Senior Telecommunications Engineer - TSYS - World Wide Technologies - Oscar Assoc. - Columbus, GA
Position focused on the implementation, documentation and trouble-shooting Avaya Aura equipment and applications, services, systems, and circuitry. Conducted project planning, vendor and cost analysis as well as supporting all system outages for monthly system maintenance. Performed traffic studies, capacity planning, equipment analysis, business continuity reviews, and disaster recovery planning. Responsible for supporting Avaya systems and user documentation for end users, contact center agents, and clients. Provided in-depth technical support to implement, maintain and support local and remote Avaya telecommunication applications and CTI systems to deliver data, voice, video, IVR and contact center services across various applications securely (carrier routing, SIP routing, applications integration, network segmentation, network security, firewall traversal, access and perimeter control, vulnerability management, intrusion detection and security monitoring). Installed Avaya Aura telecommunications software and patching. Completed maintenance, support, reporting and configuration using OEM software like ASA, Orchestration Designer as well as proprietary software like Verasmart and Verint. Performed advanced telecommunications application and system testing, analysis, remediation, compliance and vulnerability management. Developed and/or updated records and reports for multiple Avaya Aura based telecom environments, software, hardware, circuits, configurations, inventory and billing. Assisted in the development of project and incident status updates to most levels of business, clients and management as required. Performed IVR and advanced call management functions of call routing for business as usual and disaster recovery operations in multiple Avaya based call centers and campus facilities. Lead and facilitated critical meetings to guide Avaya vendor and other corporate groups as needed and collaboratively worked to provide solutions that benefited and met business requirements for functional areas. Mentor and coached peers and other departments on Avaya telecommunications operational processes and technology.
2016 to 2017 - Senior Telecommunications Engineer - PENN Medicine - SPS - Philadelphia, PA
Project requirements included installation of Avaya Aura media servers, G450's and 96xx series phones into a $900 million-dollar medical facility in downtown center city Philadelphia. Completely responsible for final project approval. Managed inventory, installations and human resources all while strictly following the project financial requirements. Seamlessly migrated all Avaya Aura phone system, call and SIP routing, scripts and IVR prompting for all medical departments from independent phone systems to the new centralized system using tools like ASA, CM and Orchestration Designer. Built each medical department menu so that they seamlessly integrated into the hospitals main Avaya menu system. Followed strict documentation and meeting updates from executive management. Worked closely with departmental staff, nurses, doctors and patients to assure flawless refresh of equipment and integration with computer desktops and servers.
2014 to 2015 - Senior Telecommunications Manager - Orchard Brands - Warren, PA
Primary duties included managing the annual budget for the corporate Avaya and Mitel based Telecommunications department allocating funds to sixteen subsidiary companies within the corporate portfolio. Primary responsibilities included overseeing and facilitating company’s departmental goals while supporting the growth and development of team members. Managed, improved and developed processes for all IT functional areas. Overseen the design, implementation and support of the corporations Avaya Global Services model to meet growth, deliverable, service reliability requirements and problem management. Led department operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources. Ensured assets were utilized efficiently and appropriately. Maintained relationships with key consumers of departmental services and address concerns as they arose. Defined milestones and deliverables for all projects and support issues. Monitored and maintained project plans to ensure tasks were completed on time. Created project team assignments and provided support to project teams and organizational activities. Created and maintained all project related documentation including project plans, VoIP/CTI/IVR infrastructure design and operational functionality. Provided in-depth analysis and status reports to senior management.
2009 to 2014 – Advanced Diagnostic Engineer – ConvergeOne – NACR - Combest - Telecommute
Primary responsibilities included tier 3 & 4 Telecommunications, Network, VoIP and CTI troubleshooting, project planning, implementation and production support in a mixed environment including mainly Avaya,, Mitel, Cisco, Verint, NICE, Genesys, Juniper, Sonus and Extreme Networks equipment. Responsibilities included assisting and managing troubleshooting efforts for ConvergeOne's maintenance customer base. Acted as a SME in multiple product lines supported by ConvergeOne including Microsoft and Linux systems, Avaya CM, AES, Voice Portal IVR and CMS. Assisted fellow engineers with troubleshooting complex issues. Managed assigned trouble incidents to resolution in a timely and professional manner. Aided voice engineering staff with troubleshooting customer PBX, AES, Session Manager, SBC, Call Center, Contact Recording, Lync and other CTI adjunct issues in Call Center and production environments utilizing tools like Orchestration Designer and ASA. Performed escalations to manufacturers and drove resolution of those escalations to closure. Provided knowledge base articles and information to assist in best practices within areas of expertise. Performed "How To" training sessions for fellow engineers within the MSSC Help Desk. Provided solutions to a diverse range of complex problems. Built and Maintained the corporate customer service relationships. Took responsibility and provided leadership to clients, customers and the MSSC Help Desk all while consistently exceeding expectations.
2008 to 2009 - Telephony Engineer - Ameritrade - Sharp Decisions - Omaha, NE
Primary responsibilities include VoIP/CTI network designing, project planning, implementation and production support in a mixed environment of Avaya, Mitel, Cisco, Verint, NICE and Genesys equipment including Avaya CM, ICM, Unity and Modular Messaging and Lync. Provided tier 1 thru 4 supports on operational issues. Assist with design and build-out of corporate and client connectivity and infrastructure. Provided technical support for project initiatives thru entire life cycle of projects including Call Recording, Dialers, Communicator and IVR solutions as well as base systems like Avaya CM, CMS, AES, Session Manager & SBC's. Managed change control and standard operating procedures and policies. Provided an integral support of the headquarters and main campus VoIP network design and engineering. Provided input on telephony, networking, desktop support, site support, application support and standard operational support.
2007 to 2008 - ACD Design Engineer - West Corporation - Omaha, NE
Primary responsibilities involve design, implementation and operational support of West Corporations VoIP/CTI infrastructure. Completed projects include integration of acquired companies such as InterCall Conferencing Solutions as well as the design and turn-up of major clients including AMEX, Shop NBC, Cricket, AT&T, Harrah Entertainment, Bank of America and numerous others. Responsible for R & D, integration, call routing and production support of new technological applications including SES, AES, Dialog Designer and UC. Support ICM, VRU/IVR, Data Share and Data Pass integration's all while following strict IPsec and change control policies and procedures. Systems supported include Avaya Media Servers/Gateways/ESS/ LSP/ Intuity Audix, Mitel, SONUS GSX, PSX and ASX servers, Cisco ICM and Unity Voice mail as well as Netrake and Audio Codes SBC's. Provide operational support as needed 24/7 on all Tier 3 and Tier 4 Telecommunications issues. Provided direction and insight for acquired companies and internal departments supplying technical details and suggestions regarding future purchasing, implementations, configurations and designs.
2006 to 2007 - VOIP Engineer - Arlington County - Verizon - Arlington, VA
Primary responsibilities included; design, installation, configuration and operation of the Avaya PBX programming in a VoIP network including duplicated S8710 servers, three mobile command vehicles each having different integration technologies as well as a Modular Messaging platform and multiple software applications such Juniper IP Soft phone, SIP Soft phone and Avaya Integrated Manager. Specific tasks included supporting operator services, circuit provisioning, call routing and the creation of a four- and five-digit dialing plan that allowed full integration with the counties existing Mitel system and mobile communication systems as well as very specific integration of a multi-vendor network including Verizon and General Dynamics. Turn up of SIP network utilizing an Avaya SES server, S8710's and the mobile command vehicles G350 and G700. Roll out of Avaya IP Soft phone and Instant Messaging to counties new "Office of the Future" contact center project. Supported integration of wireless networking integration including cellular, 800MHZ and VoIP networking protocols and standards. Supported Fire, Police and First res-ponder emergency services personnel whom supported the Pentagon and surrounding area. Additional responsibilities included designation as a required emergency technical personnel on- call 24/7 supporting public emergency services personnel.
2004 to 2006 - Lead Telephony Engineer - Juniper Bank - Wilmington, DE
Primary responsibilities included installation, operation, troubleshooting, and 24/7 support of the telephony/CTI environment including PBX and key system programming as well as all circuit provisioning, call routing and support of operator services. Provision, install, test, support, and maintain local and long-distance telephone carrier services, telephony systems, desktop telephones and cabling for telephony environment. Plan and manage all aspects of telephony related projects. Design, develop, test, and implement both VDN/vector and Cisco ICM based call routes to meet contact center business requirements. Hardware and software support and administration of telephony systems, including the Avaya IP PBX, Intuity Audix voice mail system, the Avaya CMS system, the Avaya CAS system, the Cisco ICM call routing system, and the Empirix Hammer product for testing and monitoring of toll-free services. Technical architecture, programming, and support of the Avaya Mosaix dialer, the Avaya Conversant VXML IVR, and the Periphonics IVR. Personally, responsible for breathing new life into a Hammer software system that was not being utilized, enabling full integration and use of product. Managed relationships with carriers, and phone system hardware, software, and service providers. Ensure telephony systems meet business capacity needs, for availability, performance, and recovery requirements. Apply process and architectural improvements to continually improve the availability, capacity, and performance of telephony systems.
2002 to 2004 - Lead Technical Engineer - AstraZeneca – IBM - Insite Global - Concord, DE
Primary responsibilities included forecasting new technologies and ensuring systems are compliant with security and government audits, while providing tools for increased productivity. Supervised and supported all groups within the telecommunications department acting as the final level of technical support. Created, wrote and reviewed processes and procedures for day-to-day tasks, emergency escalation and system operations. Day to day tasks include trouble shooting of all voice products and services within an Avaya hybrid S8700 25 port network 19 Intuity Audix box environment encompassing multiple, Siebel and specialized vendor adjuncts all while supporting 25,000 on-site and remote subscribers Avaya. Ensured proper CTI, call center and operator services integration including data warehousing utilizing SQL and LDAP. Acted as technical liaison between R&D and Operations ensuring standardized and efficient roll-out of R&D projects. Ensured all ISDN PRI/BRI and network connectivity as well as configuration of equipment for the video conferencing department. Special projects included site migrations, PBX upgrades, port consolidations, asset tracking, circuit optimization, call recording, audio bridging, and many special application roll outs.
2001 to 2002 - Telecommunications Consultant - Bristol Myer Squibb - Tek Systems - Hopewell, NJ
Primary responsibilities included all phone and voicemail systems administration and technical support for more than ten sites including two call centers and two help desks. Trained and provided technical guidance and support to the personnel within the telecommunications department. Automated numerous daily tasks using HTML, Visual Basic, Aspect and Perl programming languages. Restructured the entire Sales force voice mail systems and procedures supporting over six thousand sales personnel. Researched, tested, documented and integrated Avaya IP Agent in multiple configurations including VOIP, ISDN, and dial-up networking. Installed, documented and tested systems for the impaired utilizing existing technologies and infrastructure. Systems administered included Avaya G3R ECS, Intuity Audix, Octel, Rolm, Phonemail and NT.
2000 to 2001 - Network Engineer - Yipes Communications - Balacynwood, PA
Primary responsibilities included, the initial turn-up of Yipes Philadelphia IP Based Metro Fiber Network consisting of multiple POP and co-location facilities. Provided direct and indirect support in the turn-up of the Pittsburgh's Metro Fiber Network as well as activating multi-tenant buildings and multiple customers throughout the Central Business district and suburbs of each city. Researched, implemented and maintained a comprehensive, site-specific inventory for all client and company owned products and services. Provided computer technical support for fellow engineers in the Philadelphia and Pittsburgh region, covering configuration of Windows NT/2000, Dial-up Networking and Virtual Private Networking.
1997 to 2000 - Telecommunications Engineer / Tech I & II - ACS / Cross Country Bank - Wilmington, DE
Responsibilities included scripting and design implementation for IBM Voice response units and Geotel Integrated Voice response units, third level support for all telecommunications and CTI integrations. Created and implemented 24x7 supports for all telecommunications aspects of the business including operator services and data warehousing. Researched new technologies like VoIP and CTI, as well as implemented new products and upgrades, call-flow/call routing changes, and the addition of new facilities, including Centrex, ISDN, T1 and DS3's. Managed switch back-ups and off-site storage of mission critical data. Primary duties also included training and managing the technical staff of the Telecommunications department. Researched, supported and implemented numerous data sharing and storage methodologies and practices utilizing the AS400, LDAP and SQL.
Military Service:
1990 – 1992 - United States Navy – Honorable Discharge - Primary Flight Control Tower Supervisor
Served active duty United States Navy honorably discharged from the position of Primary Flight Control Tower Supervisor onboard the USS John F. Kennedy CV-67 aircraft carrier.
Commendations: Promoted to Petty Officer positions for Tower Supervisor as well as Supply Petty Officer of the entire air-wing while only holding an E3 rank. Awarded Sailor of the Quarter out of 5.500 personnel on the ship. Awarded medal for Operation Restore Hope involving Somali and the movie Black Hawk Down. Sea deployment medals included Mediterranean and south Atlantic.
1994-1996 – Delaware Army National Guard – Honorable Discharge - Multichannel Transmissions Systems Operator
Served in the Army National Guard as a 31 Romeo Multichannel Transmission Systems Operator.
Commendations: 31 Romeo Radio Transmission Valedictorian of US Delaware Army National Guard for Graduating class of 1994.
Skills – Software and Hardware:
Operating Systems: DOS, Windows 3.1, 95, 98, NT, 2000, XP, XP PRO, 7, 10, OS2, Unix and Linux including Ubuntu, Mint, SUSIE, RedHat and Solaris.
Programming Languages: HTML, Visual Basic 6.0, TL-1 messaging, PHP, Perl, Java and Python, JavaScript, JSON and XML.
Software: Avaya, Verint, Verasmart, Five9, Resky, Startfish, Salesforce, ServiceNow, Microsoft Office 97/ 2000/ 2003 / XP, Excel, Word, Access, PowerPoint, Communicator and LYNC, Exchange, Frontpage, Lotus Notes/ 123/ CCmail, Siebel, WordPerfect 6.0, Microsoft Works, Visio 97-2000, HP OpenView, Scopeiew, SolarWinds, PRTG, OSP Insight, SCSM, Jira, Confluence, Remedy Action Request System, Tivoli Expert Advisor 5.0, IBM ManageNow Problem Management software, Maptitude 4.12, AutoCAD LT, Visio 97/ 2000/ 2003 various FTP/ TFTP utilities, Wireshark and numerous others.
Hardware Vendors: Avaya, Nortel, Cisco, ShoreTel, Mitel, Extreme Networks, Juniper, HP, Intel, Asus, IBM, Seagate, ATI, Western Digital, Gigabyte, AMD, D-Link, Linksys, Creative Labs, Diamond, Maxtor, Abit, Lenovo, Acer, Nvidia, Broadcom, Toshiba, Sony, Apple, LG, Nokia, Huawei, Alcatel-Lucent, Polycom, QUALCOMM, SonicWALL, Samsung, Motorola, HTC and numerous others.
Avaya and Vendor Platforms: Avaya Aura Communication Manager, System Manager, Session Border Controller, Session Manager, Voice Portal, Avaya OneX, Messaging AES, WFO, CMS, CAS, Orchestration Designer, Virtual on-hold, Conferencing, Terranova, NICE, Verint, Salesforce, Uptivity, Genesys, Sonus, UC and most call recording and contact center supporting applications available on the market.
Certifications
Zoom Security Basics – 12/20/2021
Avaya ACSS – 6002 - Communication Manager and CM Messaging (R6.0) Implementation – 04/04/2012 - 08/31/2018
Avaya - AVA00441AEN - Avaya Converged Solutions Core – 01/30/2012
Avaya - ATI02595AEN - Application Enablement Services Implementation and Administration – 01/27/2012
Avaya - 132-S-911.3: Specialist - IP Telephony Implement & Support – 01/16/2010
Avaya - ATC00182OEN - Getting Started with System Manager – 10/24/2011
CompTIA - CT0-101: CompTIA Convergence+ Certification – 04/02/2008
Global Knowledge – SIP Certified – 08/2008
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