Telecom Engineer

LaMachus Rivers III

Dallas-Fort Worth, Texas • ***************@*****.*** • 512-***-****

TELECOM PROFESSIONAL

• Definity S8700 media servers • Avaya Intuity LX

• Avaya Modular Messaging system • Meridian SL1

• Toshibia systems • Octel voicemail

• Innovations voicemail • Comdail

• Cisco routers • Cisco IP

• CMS • NICE Call Recorder

• Optimize Call Recording

• Genesis CTI • Unity Voicemail

PROFESSIONAL EXPERIENCE

EPlus- Global 4/2010- Present

Avaya Engineer (short term contract)

Current projects are in London, Brussels, Munich

• Perform engineering and advanced support of a global law firm using in-depth knowledge of Avaya S8XXX serves, G3, SI, and Prologixs products

• System programming, system design, network integration, and MACs

Independent Contractor- DFW, TX 8/2009- Present

Contractor for a variety of clients in the DFW area. Providing the following Telecom services:

• Coordinate and /or implement installs, moves, adds and changes

• Implement change requests for various voice and data systems

• Train end-users in basic telephone/ agent log-in operations

Stream Global Services- Dallas, TX 06/2006-07/2009

Lead Telecom Analyst (position eliminated due to reduction in workforce)

Global provider of outsourced technical support and customer service, with a focus on blue-chip companies- 32 Contact Center in 18 countries

• Performed engineering and advanced support of a global call center environment using in-depth knowledge of Avaya TDM/IP voice switch, Genesis CTI, and related peripherals

• Responsible for maintaining, troubleshooting, turn-ups and repairs of legacy telephony equipment

• Provided escalation support for legacy TDM-based ACD/PBX solutions

• Collaborated with Systems Engineering for upgrades to operating systems, hardware, etc.

• Provided quality and responsive support to three Avaya S8700 platforms which provide call routing and delivery to both domestic and international centers (total client base of approximately 2000 agents)

• Provided support and resolution of all voice/telephony problems, worked with clients on telephony/voice related moves, adds, changes, coordinated scheduled outages when required, vectoring and VDN changes, and proactively implemented and supported preventative maintenance procedures

• Managed and coordinated work and troubleshooting activities in order to meet committed service level agreements

Computer Sciences Corporation- Fort Worth, TX 2005-2006

Telecom Analyst (Outsourcing Client: Bell Helicopter Textron—contract ended)

• Coordinated and /or implement all moves, adds and changes

• Implemented change requests for various voice and data systems

• Coordinated with IT staff to resolve non-PBX related problems

• Trained end-users in basic telephone/ agent log-in operations

• Maintained telecom records and logs; diagnosed, trouble-shoot and resolved end-user problems

Universal Solutions- Austin, TX 2004-2005

Lead Telecom Technician

Coordinated and implemented all installs MAC, upgrades for Definity (G3, CSI, Prologics, S8700), Intuity, Magixs, Merlin messaging, Partners, Partner Mail systems and software applications

Exp@nets- Austin, TX 2002-2004

Lead Telecom Technician-South Central Region (position eliminated after acquisition)

Coordinated and implement all installs MAC, upgrades for Definity (G3, CSI, Prologics, S8700), Intuity, Magixs, Merlin messaging, Partners, Partner Mail systems and software applications

Tele-Resource Corporation- Dallas, TX 1999-2002

Lead Telecom Technician

• Installed and programmed Definity CSI PBX and Intuity voicemail systems in hotels and resorts throughout the United States

• Trained hotel staff members on phone features and maintenance of PBX, Voicemail, Call accounting, and Property management systems

• Trained new technicians on installing and programming Definity PBX systems and all adjuncts

CERTIFICATIONS/ EDUCATION

Certifications:

• SI • Avaya Definity G3

• Definity Prologix • Guessworks

• Intuity Audix Voicemail Systems • Magic and Partner key systems

• Panisonic • CCNT

Southern University Baton Rouge, LA

Course work in Business Management

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