Engineer Manager

Avaya Support Engineer

Bruce FIsh

**** ******* ****

Garland, Texas 75044

Home phone: 469-***-****

Cell phone: 214-***-****

E-mail: *************@*****.***

Seasoned professional with extensive experience in support of AT&T/Lucent/Avaya PBX (TDM & IP) and messaging systems. Experience in implementing, configuring and troubleshooting networks (LAN/WAN) for both data and VOIP applications.

TECHNICAL SKILLS

Hardware:

Avaya S87xx/S85xx/S84xx/S83xx media servers; G700/G650/G350/G250/G150/IG550 media gateways; System 75 R1 V1 to DEFINITY G3R10 R, SI, & CSI; IPSI boards – associated media modules; SLS functionality for G350/G250/IG550; 46xx IP/24xx digital/64xx digital/74xx digital/84xx digital/CallMaster/Attendant-Consoles; IP Networking/IP Codec Sets/IP Network Regions/IP Services;VPN’s; IA770; Intuity; CLAN/MEDPRO/DS1/IPSI/CTI.

Software:

Multivantage, Communication Manager 1, 2, 3, 4, & 5; DEFINITY G3 v6-r14; Avaya Integrated Management; AUDIX r4.2-r5; AAR/ARS/UDP/DCS Networking/Trunking/Vectoring; IP Agent v2-5.

Circuits:

WATS/WAP/DSL/POTS; ISDN/PRI/T1/DS3/DCS/Fiber/Coax/Copper

EXPERIENCE

Neiman Marcus, 111 Customer Way, Irving, Tx April 2011 to present Office phone 972-***-****

IMAC for Customer Way, 1218 Main Street, 1700 Pacific, and at Ren Tower.

Voicemail setup for Intuity Audix, IA770, and Modular Messaging.

Responsible for connectivity of new AT&T circuits from Dmarc to PBX.

Responsible for VDN association of 800#'s and vectoring, for AT&T dnis routing.

VDN and Vectoring for Call Center applications.

Installation of Avaya 2400, 6400, and Avaya 4200 and Cisco 7900 series phone, both digital and IP.

Setup and testing of PRI, ISDN, Tie, and IP trunking.

On site and remote education of phone and voicemail usage.

PCI Communications, 4450 Grissom Ave, Nellis AFB, NV, 89198-6535 July 6, 2009 to April 2011 Office phone 702-***-****

Avaya S8720 Switch Tech

In this capacity I have been able to develope vectors, VDNs, ACD agents and hunt groups to support the dynamic functions of the Nellis AFB hospital.

Also have the ability to interact with techs daily in the programing of stations and also cross connecting stations in the frame. Also have been accountable for the upgrading of IP servers and installing a faulty g650 and programming the IPSI in that cabinet. I have been tasked with the daily moves,adds, and changes, adding voice mail, and whatever the customer wants to customize thier phone.

Also maintain the S8720 servers at Creech AFB.

Source,Inc 14060 Proton Road, Dallas,Tx 75244 Sept 2007-March 2009

TAC Engineer

Support both Definity and Converged telecom systems

Trouble shoot and identify causes for equipment failures

Support onsite technicians with repair and installation of S8XXX product lines and the G series of media gateways.

Trouble shooting/installation of Avaya Intuity Audix product lines, Intuity Audix, Intuity LX Audix, definity Audix and the IA770 Audix.

Knowledgeable in the programming of T1/PRI, ISDN, and Central Office trunks, Ds1 boards.

Work with T1 and local Central Office vendors for trunking issues.

Abititly to preform moves,changes, and adds to PBX/S8XXX servers and Intuity and Definity Audix.

Knowledgeable in the programming of G series media gateways.

Knowledge of Avaya Communication Manager and its application to the Avaya S8XXX servers.

Avaya, Highlands Ranch, CO , T (June 1998-September2007)

Converged Tech help-me tech

Supported customers, installation project teams, and fellow associates with remote software support for new system installations of AT&T/Lucent/Avaya Definity TDM PBX’s as well as all Avaya IP S-servers (standalone, ESS, or LSP), system and platform upgrades (TDM & IP systems), and system reconfigurations (adding, removal of, or changing hardware). Responsible for all core programming essential to proper operation such as dial plan, all system parameters (features, coverage, forwarding, etc.), outbound routing (ARS, AAR & UDP), trunking (analog, T-1, E-1, PRI, IP, E911, Q-SIG, etc.), feature access codes, DS1 configuration, synchronization (port networks and media gateways), SLS programming (G250, G350, and IG550 media gateways), switch-node & expansion interface programming, IP configuration (codec sets, network regions, node names, services, & mapping), CLAN integration (voicemail, CMS, terminal servers, etc.), COR’s, and COS. Provided ongoing support to customers after installation/upgrade with programming support, troubleshooting assistance, and fault isolation of network issues for IP switching systems. Often took the initiative for the integration and programming of Intuity Audix , LX, and IA770 voicemail platforms.

Technical Support Engineer

Supported customers from a nationwide helpdesk with the Definity product line (all platforms) for feature functionality of call processing software, implementation and support. Examples include custom programming assistance, system and programming troubleshooting assistance, call routing (ARS, AAR & UDP), trunk group programming/installation/testing (all types), remote diagnostics, voicemail integration, DCS implementation, measurement reports, Definity & Avaya Site Administration support, call center programming/implementation/support (EAS & ACD), support of all DCP, hybrid, and analog phones. Elevated to advance technical support to meet business needs for customer focus teams. Created and maintained several internal web sites for different teams on the Avaya intranet to meet team objectives dictated by business needs.

EDUCATIONAL BACKGROUND

Bachelor of Business Administration (BBA) marketing, Sam Houston State University , Huntsville, TX. 1972-1974.

Basic Telephony BTC-400M

DEFINITY ECS R9 G3r Installation and Maintenance BTT21

DEFINITY ECS CSI/SI Installation and Maintenance BTT250H

DEFINITY Basic Administrator Training BTC158H

DEFINITY ProLogix System Administration Training BTC443M

DEFINITY ACD and Vectoring BTC-429M

DEFINITY R8 Automatic Routing Administration BTC475M

Basic Networking BSS075M2

Introduction to Avaya MultiVantage New Features and Solutions BTT182R2

Avaya Communication Manager Basic Administration AVA00836AEN

S8700 Training (Hardware/Software changes – By Avaya CoPilot Training )

S8300 & S8500 Media Server Solutions AVA000727AEN

Install and Initialize S8300 Media Server AVA00272AEN

Install and Initialize S8500 Media Server AVA00275WEN

Implementing S8300 & S8500 Converged Solutions AVA00284H00

Install and Initialize S8400 Media Server AVA00805WEN

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