Dynamic Telecommunication Engineer with Cloud & PBX Expertise

PETER BANKS

PROFESSIONAL SUMMARY

Dynamic Telecommunication Engineer with proven success in cloud interfaces, specializing in PBX systems, VoIP installations, cloud administration and advanced customer service. Expert in managing large-scale deployments and enhancing operational efficiency. Strong problem-solving skills complemented by extensive experience in ServiceNow and infrastructure support tools, driving impactful results in enterprise communications.

WORK HISTORY

Telecom Voice Engineer, 02/2024 - 11/2025

Talent Group @ XPO Logistics - Ballantyne, NC

Migrated Avaya System Manager 8.1 to Avaya Cloud Office, ensuring seamless transition for enterprise communications.

Configured and deployed VoIP phones on hosted services, supporting call routing SIP configurations, and voicemail systems.

Led Call Center migration from Avaya one-x to Avaya Infinity Desktop, improving operational efficiency.

Developed call routing plans with business partners and coordinated implementation across multiple departments

Provided technical engineering support for Call Center call flow design and troubleshooting.

Managed large-scale phone deployments and DID design coordination for enterprise-wide communications.

Collaborated with telecom vendors including Avaya, Verizon, and AT&T to escalate and resolve critical issues.

Utilized ServiceNow for incident management, logging, prioritizing, and resolving technical issues.

IT Analyst, 03/2022 - 06/2024

Pyramid Consulting Inc. @ Atrium Health - Charlotte, NC

Led team during Epic Go Live Waves 3, 4, and 5, coaching team members and developing strengths to meet project deadlines.

Managed PC refresh initiatives for hardware and peripherals supporting EPIC systems implementation.

Prepared healthcare client technical environments for Epic EMR Software implementation across multiple facilities.

Upgraded IT infrastructure on-site to support Epic system Go-Live, ensuring readiness for critical healthcare operations.

Managed workstation, printer, e-signature pad, and barcode scanner updates connecting to Epic EHR systems.

Conducted TDR testing in Epic test environments to validate system functionality.

Resolved trouble tickets through ServiceNow and managed software deployments via BigFix.

IT Support Engineer, 01/2021 - 10/2023

PB IT Services LLC - Charlotte, NC

Managed business operations while providing computer sales and technical services to diverse client base.

Delivered technical support for desktop, laptop, peripheral, and network connectivity issues.

Provided VoIP support including 66/110 punch down, phone installation, and connectivity troubleshooting.

Performed Windows Server installations, software updates, network patching, and Active Directory management

Conducted telecommunications troubleshooting using specialized tools including butt sets, tone generators, and network testers.

Installed data center rack devices, network drops, and low voltage wiring with proper terminations

Served as Xerox Authorized Service Provider, managing printer maintenance and support.

Executed IT projects for small, medium, and large companies across NC and SC regions

Telecom Voice Analyst, 07/2018 - 07/2020

Johnson Service Group @ Duke Energy - Charlotte, NC

Resolved voice endpoint incidents for desk phones, softphones, voicemail, and audio conference systems.

Administered Cisco/Avaya PBX systems and processed voice MACD requests for enterprise communications.

Supported voice telephone builds for Avaya/Cisco phone systems across multiple business units.

Managed pager systems as SME, creating and updating pager groups and cell setup in Prism SRU.

Maintained pager servers, generated reports, and performed server monitoring and maintenance tasks.

Utilized multiple tools including Avaya CM, Cisco Unity, CUCM, PowerShell, and CMS Supervisor for system support.

Managed Active Directory queries and used monitoring tools including SolarWinds, Telenium, and Prognosis.

EDUCATION

Bachelor of Science, IT & Networking/Cyber Security, 06/2024

DeVry University - Lisle, IL

3.78 GPA

Associates of Applied Science, IT & Networking/Network Admin, 10/2022

DeVry University - Lisle, IL

3.78 GPA

Certificate, Computer Entry Operation, 07/1987

SCS Business & Technical Institute - Newark, NJ

CERTIFICATIONS

Networking Essentials

TRAINING

I T Networking, I & II

Tech & Info Systems [IOT], I & II

Operating Systems [Linux]

Technical Writing

Programming [Python], I & II

Cloud Computing [Azure]

Information System Security

Fundamentals of Infrastructure Security

Wired, Optical and Wireless Communication

Principles & Theory of Security Management

Project Management

REFERENCES

Offered upon request.

CONTACT

Address: Charlotte, NC, USA 28216

Phone: 704-***-****

Email: **********@*******.***

SKILLS

PBX systems administration

Avaya systems & routing

VOIP installations

VOIP configuration changes

Avaya Cloud administration

Access management

Systems administration

Networking Knowledge

Low voltage wiring

Cable terminations

Data center installs

Wire systems management

ServiceNow platform

BMC Remedy tools

Infrastructure support tools

Office 365 suite

Windows OS expertise (7, 10, 11)

Azure cloud computing

Virtual computing

Active Directory

WEBSITES, PORTFOLIOS, PROFILES

https://Linkedin.com/in/peter-banks-80478a73

#HRJ#81237423-9d8a-4b8e-97f4-672ae47c7545#

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