Telecommunications Eng/Analyst DevOps L-3, Call Center
Resume:
Roger Roll
************@*****.***
Senior Telephony Engineer Avaya & Contact Center Specialist with over 10 years of experience in telecommunications and IT system migration support. Proficient in ServiceNow and Remedy ticketing systems, alongside hands-on troubleshooting of VoIP technologies including Avaya and AWS Connect and Twilio Flex. Proven track record in managing call routing configurations and enhancing operational efficiencies in telecommunications settings. Eager to leverage strong technical skills and problem-solving abilities to drive success and improve support and system processes.
EMPLOYMENT HISTORY:
Asurion LLC
Nashville, TN
Telecommunications Eng/Analyst DevOps L-3 Nov 2017—Nov 2024
Senior Telephony Engineer with 10+ years of experience supporting global contact center environments. Expert in Avaya Aura, AWS Connect, and SIP routing with a strong track record in optimizing call routing, managing toll-free infrastructure, and leading system upgrades. Adept in ServiceNow, CMS reporting, and vendor collaboration (Avaya, ConvergeOne). Passionate about delivering scalable, reliable voice solutions across hybrid ecosystems.
Designed and maintained global call routing strategies using Avaya VDNs, vectors, and skills; supported hybrid environments across US and EU. Collaborated with vendors (AT&T, Verizon, Vodafone) to manage toll-free routing and SIP configurations. Led troubleshooting and resolution of complex voice issues, ensuring SLA compliance.
. DD102 (Designing Telecom Distribution Systems) BICSI training course.
. PM100 (Project Management) (instructor led)
Past experience:
Raymond James Financial (FL) Telecommunications Analyst
Northern AZ Healthcare (Flagstaff Medical Center) Telecommunications Analyst
Pricewaterhouse Coopers (Fairfax, Virginia) Telecommunications Analyst
US Embassy (Vienna, Austria) Logistics Specialist
EDUCATION :
Undergrad bachelor’s studies, Coconino College, Flagstaff AZ.
Undergrad studies, University of Maryland-Europe.
COMMUNITY / ACHIEVEMENTS
Participate in various sporting events that benefit local charities in Arizona, Colorado, and Nashville, TN as well as Virginia, D.C metro area. Marine Corps Marathon Wash D.C 2011, Hard Rock Café Nashville Half Marathon 2011, Copper Mountain Colorado cycling race 2010.
2014, 2015 and 2016 Distinguished Gentlemen’s charity motorcycle participant that benefits cancer-Global event-
Ballyhoo Arts and cultural event volunteer 2024 and 2025 Gulf Shores, AL
MEMBERSHIPS:
BICSI
MITEL -NAMU (North American Mitel Users Group)
LUCENT INDUG (Definity Users Group)
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