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/AWS/Azure/GCP Platforms, AACC, Unified Communications, CMS, Audix/Modular Messaging/CMM/IX Messaging/Aura Messaging.

·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

USPS Rural Carrier Associate May 2025 - July 2025

16350 Bruce B Downs Blvd, Tampa, Fl 33647

·Hired as a mail carrier to deliver mail, parcels and provide post office services to customers while on an assigned route.

Prime Technical Services Unified Communications Engineer Sep 2024 – Feb 2025 3495 Piedmont Rd NE, Bldg. 11-404, Atlanta, GA 30305

·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, licenses 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.

Converge1 Software Release Management Engineer Dec 2020 – Aug 2023

3350 SW 148th Ave, #110, Miramar, FL 33027

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

·Reviewing current customer topology/platforms/software/contracts, upselling preventive maintenance contracts, recommending latest Avaya updates/equipment, 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.

Converge1 Tier3 Engineer Feb 2013 – May 2020

3350 SW 148th Ave, #110, Miramar, FL 33027

·Tier3 Engineer part of an internal remote team assisting Avaya system customers with telephone service-related issues along with completing install and maintenance projects.

·Remotely resolving issues with Avaya equipment, selling newer and compatible equipment, and completing upgrades to equipment to keep functionality and remote security access safe.

Tactic IP Solutions, LLC Owner/Operator/Avaya Engineer Nov 2010 – Feb 2013

15804 100th Ave Howard Beach NY 11414

·Avaya Engineer who started own Avaya Business Partner company to provide telephony service to Avaya customers looking for repair, maintenance, and upgrades.

·Provided customer purchasing direction for telephony equipment/adjuncts to satisfy project goals.

·Worked with various companies to complete a variety of telephony requests, handled finances internally and with federal government.

AT&T/Lucent/Avaya Senior Voice Engineer Jan 1992 – May 2010

2 Penn Plaza New York New York 10121

·Hired originally to handle material for Logistics and Finance organization for telephony projects and applied myself with internal company training which allowed me after 2 years to achieve System Engineer position working on Avaya telephone systems for a variety of customers. Upselling maintenance contracts ands cross-selling telephony products to assist with customer goals.

·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 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 System Engineer (1992-1994).

·Trained in small business systems: Partner, Merlin, Spirit

Certifications:

ACIS, ACSS, Avaya CMS, ACA IP Telephony, Avaya ACE, Avaya CTP, Oracle Update Support, Network+, Security+, Cyber Awareness, A+

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