Senior VoIP Engineer Tier II IT Support

Joseph Molinaro

Senior VoIP Engineer

*********@*******.*** • • 412-***-****

LinkedIn • Pittsburgh, US

Summary

Senior VoIP Engineer with experience in architecting, implementing, and managing global VoIP systems, maintaining both on-premise and cloud-based telecommunications solutions. This involved managing multichannel communication platforms (voice, email, SMS, chat), and supporting Contact Center solutions. Assisted with vendor coordination, and participating in or leading telecom projects. Proven track record of managing complex voice projects, troubleshooting voice issues, and integrating voice solutions with business-critical applications.

Areas of Expertise

Provided high-level technical support and guided tier 1 technicians in resolving voice-related tickets.

Troubleshoot major telecommunications issues and manage related projects.

Collaborated with LAN and WAN teams to optimize VoIP performance and troubleshoot complex issues with vendors.

Participated in equipment replacement and led maintenance/upgrades during off hours.

Follow change management procedures to mitigate production outages.

Assisted with disaster recovery (DR) plans and proactively monitored systems to mitigate widespread issues.

Assisted with call flows, auto attendants, and network diagrams using Microsoft Visio.

Applied expertise in SIP trunking, Cisco Voice Gateways, CUBEs, SBCs, and analog routers to ensure seamless system integration.

Handle customer requests for telecommunications support, including moves, adds, changes, and repairs.

Excellent Team Collaboration across multiple disciplines.

VoIP, PBX, SIP, Unified Communications

VoIP Protocols (SIP, H.323, RTP)

Network Fundamentals (TCP/IP, DNS, DHCP, VLANs)

SIP (Session Initiation Protocol) Configuration/Trunking

UAT Testing of all upgraded components

Professional Experience

Verizon Communications, Dallas, TX Oct 2023-Aug 2024

Sr. Unified Communications Engineer Jan 2021-July 2022 Avaya Architect

Ideated, planned, and implemented Avaya-based communication solutions to meet organization's needs and requirements. Ensured seamless integration and optimal performance of Avaya systems and technologies within network infrastructure. Designed Avaya ACD Call Flow, optimizing telephony efficiency and customer experience. Assisted with Avaya Aura 8.1X, 10.X upgrades, encompassing CM, AES, CMS, System Mgr., Session Mgr., and SBC. Managed SIP endpoints through Avaya System/Session Mgr. interface, ensuring seamless communication. Delivered Tier III support, promptly resolving all telephony infrastructure incidents and ensuring system stability. Incorporate security-by-design into all solutions, ensuring that security requirements are considered concurrently with technical requirements.

●Manage SIP trunking, PBX integration, and telephony services, including ongoing maintenance, updates, and troubleshooting.

●Troubleshoot voice issues related to call quality, latency, call routing, and connectivity

●Researched Call Traces within Avaya SMGR/SM, effectively isolating call flow issues within Verizon enterprise leading to prompt issue resolution

●Collaborate with cross-functional teams to integrate voice systems with other business-critical applications.

●Ensure compliance with voice service standards, including security (encryption, firewall rules), quality of service (QoS), and service-level agreements (SLAs).

●Implemented Afiniti Intelligent Routing Solution onto Avaya Aura 8.1X platform, ensuring seamless compatibility for all components within scope.

●Conducted successful testing of diverse call flow scenarios with Afiniti Solution, validating "proof of concept" for implementation.

●Formulated comprehensive ACD design documents and rigorously tested call flows in both Lab and Production environments, ensuring effectiveness before “Go Live!”

●Installed Security Patches/Service Packs on all Avaya components as needed.

DuPont Corporation, Wilmington, DE Nov 2022 – April 2023

UC Voice Engineer/ Unified Communications Engineer

Design, implement, and maintain unified communication (UC) voice solutions, including VoIP systems, IP telephony, and collaboration platforms. Orchestrate seamless integration and optimal performance of voice communication services within organization's unified communications environment. Implement TEAMS Voice using TEAMS Admin, configuring AudioCodes, Polycom, sfB and TEAMS-compatible phones. Resolve daily licensing and AD sync issues through Microsoft portal. Provide support for Algo paging equipment and Audiocodes MP-124 analog gateway implementation at DuPont production sites. Develop voice technology roadmaps, defining path to continuously evolve voice platforms, adding new capabilities and services, and ensuring industry technology advancements are introduced. Create build instructions for engineering designs, and support operations teams during Implementation. Proactively seek out opportunities for continuous improvement of systems and processes and propose improvement activities.

●Initiated and led project, training and assisting techs across 23 production sites to deploy new Audiocodes and Polycom phones onto Microsoft Teams Voice Platform within 3-4 months where this innovative solution replaced unsupported "Avaya" equipment, saving company millions of dollars, and avoiding potential crises.

●Spearheaded deployment of "ALGO" Paging/Bell ringer solution onto new Microsoft TEAMS Platform, assisting "ORANGE" (OBS) group with troubleshooting and issue isolation.

●Documented and updated all project spreadsheets, recording work completion status and identifying potential roadblocks that could impact project timeline.

●Initiated self-learning to navigate Microsoft TEAMS environment and ensured seamless functionality of compatible end devices, saving significant training time for supervisors and management.

●Conducted in-depth research in vendor documentation, identifying solutions for recurring issues (licensing, certs, features) with Microsoft Teams-Compatible devices while documenting "issues" tracker document with solutions.

UPMC, Pittsburgh, PA Jan 2020 – Jan 2021

Voice Telecom Analyst

Led technical assistance and resolution support for end users, identifying and verifying underlying causes of customer-reported problems. Evaluated daily initiatives and monthly positions for developing robust strategies for clients. Utilized Avaya Aura Communication Mgr. interface for configuring stations, trunks, VDNs, vectors, and MACDs. Employed status, tested, and traced commands for daily troubleshooting along with analyzing call flow through ACD Vectors and VDNs. Resolved all telephony issues within the enterprise, expertly managing tickets within Cherwell Ticketing System.

●Directed migration of several hundred "work-at-home" employees to Avaya IX Workplace via System/Session Manager, individually testing to ensure functional Covid-ready solution, saving company significant costs on physical "hard phones" and peripherals, amounting to thousands of dollars.

●Revamped multiple ACD Avaya Call Vectors, streamlining processes, enhancing clarity, and simplifying troubleshooting, resulting in improved efficiency and functionality.

●Configured and troubleshooted SIP endpoints (IX Workplace clients) within Avaya System/Session Mgr. Interface.

●Conducted Avaya ACD/Vector Programming for seamless call handling and improved customer experience.

CNX Resources, Canonsburg, PA Aug 2019 – Dec 2019

Telecom Administrator

Provided onsite/offsite support for all telephony-related issues/projects, including Avaya Aura Communications Mgr. platform management. Resolved voice quality issues in Microsoft Teams Conferencing solution. Initiated and ensured successful SIP Phone registration through System/Session Manager for seamless operational performance.

●Initiated and obtained access to all telephony systems in the first few weeks, overcoming lack of documentation from prior employee which saved significant time and expenses.

●Devised ACD Call Flow Queue for IT Help Desk to handle "After Hours" support, optimizing on-call personnel's time and reducing costs.

●Deployed Analog/VoIP phones across offices and meeting rooms, ensuring effective communication infrastructure setup.

AT&T, Pittsburgh, PA Aug 2010 – March 2019

Professional IT-Telephony Infrastructure Engineer

Orchestrated engineering studies to determine telecommunication system requirements and design long-range plans. Supported various systems, including paging, LAN/WAN, VRU, voice mail, and phone systems. Conducted project planning, cost analysis, and vendor comparisons. Facilitated project calls and acted as Single Point of Contact (SPOC) for all client IP VoIP requirements.

●Steered migration of over 50+ Call Centers Nationally and Internationally onto Centralized Avaya VoIP Platform while eliminating duplication of efforts, saving AT&T millions of dollars in time and expenses.

●Led integration of music on hold across Telephony Group, ensuring appropriate music sources played during emergency/off hours and normal operational hours.

●Headed all telephony requirements during planning/startup for 1st Call Center at Pittsburgh location while supervising co-workers to ensure efficient setup.

●Spearheaded implementation of 500+ seat Call Center at Triadelphia (Wheeling, WV) location, resulting in substantial travel cost savings and efficient local project management from inception.

●Coordinated as SME for configuring DHCP (176,242) scopes for VLANS across Centralized Avaya Platform, meticulously verifying option strings for testing success.

●Oversaw successful implementation of 50+ Call Center migrations, including 2 large centers in Mexico, utilizing Avaya Site Administration, CMS CentreVu Supervisor, ONE-X, and other telecommunication software.

●Delivered effortless customer experience, earning "Service Excellence Award" in 2nd Qtr. 2017.

Prior Experience

AT&T, Pittsburgh, PA

Professional-Telephony Implementation & OPS

Managed day-to-day operations and support for paging, LAN/WAN, VRU, voice mail, cellular, and phone/telecom systems. Implemented, maintained, configured, and resolved technical issues in telephony infrastructure, utilizing testing tools and techniques for ACD/PBX's, servers, gateways, and IVRs.

Education

Bachelor of Science, Electrical Engineering Technology

Point Park University, Pittsburgh, PA

Technical Proficiencies

Contact Center Solutions, T2/T3 Technical Troubleshooting, WFM, Avaya Aura Communication Manager (CM), System/Session Mgr. MS TEAMS Voice Implementation, Data-Driven Insights, Linux, Oracle SBC, PRI, Digital, Analog, VOIP, IP Telephony, POE, H323, SIP (station and trunking).

Professional Affiliations

Member of Women of AT&T (WOA)-Pittsburgh chapter (ERG)

Licenses & Certifications

Agile PG/PM Dev ǀ Leadership Development ǀ Six Sigma-Green Belt Certification

Awards

Service Excellence Award-2017

Key Contributor Award 2008

Circle of Excellence Award 1998

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