Certified IT professional with Avaya experience

Benjamin Hunsaker

***** * ***** ***, ****, AZ ***09

Home 480-***-****, Alt. 480-***-****

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

SUMMARY OF QUALIFICATIONS

Four-years of experience with the following:

* Administrating Microsoft Windows 2000 / 2003 Servers.

* Administrating Microsoft Windows 2000 and XP Professional.

* Maintaining and backing up File/Application/Print servers.

* Providing Level One and Level Two tech support for 24/7/365 call center.

* Installing, troubleshooting and upgrading Pervasive SQL 2000 and v8.

* Installing and troubleshooting Microsoft SQL Server 2005.

* Creating and updating help documentation to assist users.

* Communications analyst.

* Designing and programming software translations for Avaya.

* Testing Avaya Definity and Intuity hardware and software.

* Administering agents, users, stations and voicemail.

* Programming IVR, Vectors and Hunt Groups.

* Maintaining punchdown 25 pair M-blocks and 110-Blocks.

* Providing all tech support 2nd / 3rd tier for 24/7/365 call center using ACD.

* Designing and implementing voice and data networks.

CERTIFICATIONS

CIW Associate

CompTia A+ IT Technician

CompTia Network+

CompTia Project+

Microsoft MCP

Microsoft Certification Exams Completed Successfully

Exam ID

Description

290

Managing and Maintaining a Microsoft Windows Server 2003 Environment

270

Installing, Configuring, and Administering Microsoft® Windows® XP Professional

EXPERIENCE HIGHLIGHTS

Primus Software Corporation, Duluth, GA April 2008 to February 2009

AT&T/IBM Network Services Availability Manager

Has overall responsibility for managing recovery from a Major Incident.

Specific Responsibilities:

Managing (owning) the Major Incident through service recovery.

Validating classification of the problem as a Major Incident.

Determining the scope of the Major Incident.

Providing timely status updates to the RNMC and DPM.

Assessing whether or not the IBM Problem Resolver has determined what the problem is, and whether or not a recovery plan has been mapped out, and handling problem determination activities.

Assembling a team of technical support people (that is, other levels of support across platforms, as required) if the Problem Resolver is unable to determine what the problem is within the allowable time.

Confirming that internal notification and escalation activities are executed.

Facilitating service recovery meetings.

Verifying that IBM contacts CIGNA to confirm that the service has been restored to CIGNA's satisfaction (for problems reported by CIGNA).

Providing communications to the IBM Service Delivery organization, as required, during problem recovery.

Verifying that the progress of the Major Incident recovery and all relevant times are documented in the associated Problem Record(s).

Participating in the RCA Process.

AIG International Services, Houston, TX February 2004 to April 2008

Sr. Systems Administrator

Responsibilities:

Server

Setup and configure new and existing servers – Windows 2000 Server and Server 2003 including IIS.

Install service packs and security updates.

Install and configure Pervasive SQL 2000 / v8 and Microsoft SQL Server 2005.

Monitor server storage space and performance.

Create and administer network shares.

Perform full/incremental/differential backups using NT Backup.

Arrange and orchestrate off-site storage of backup tapes.

Network

Setup and configure home networking routers (DLINK, LINKSYS).

Setup and configure switches and hubs.

Setup and monitor firewall/security on home network routers.

Client Support

Determine hardware and software requirements.

Support installations, upgrades, service packs and daily use.

Assist users with application, operating system and office setup and best practices.

LAN Administration

Create NT and Active Directory users and groups.

Reset passwords and maintain user privileges on local and shared resources.

Support email client setup and maintenance.

Setup and monitor printers and print queues.

Troubleshoot print server and printer issues.

Maintain network connections including correction of broken connections.

Voice Administration

Setup voicemail on Avaya Intuity Audix.

Utilize Avaya Site Administrator to remotely administer Avaya Definity G3Si.

Setup Agents, Hunts, Stations, VDNs and Vectors according to call center requirements.

Perform backup on Avaya CMS Sun SPARC Server.

Add accounting codes and run reports on Avaya CAS Server.

Add user accounts and reset passwords on CMS Server for supervisors and managers.

Run CMS VDN/Agent/Skill reports for management and maintain the CMS dictionary.

Communicate with Telephone Company to troubleshoot misdirected phone routings and initiate emergency rerouting.

Work directly with Avaya support for replacement/repair of defective equipment.

Assign DID and 800 numbers to new ACD programs.

Pull port lists and VDN reports to remove unused programming and free up existing capabilities.

Audit all programs and VDNs regularly to utilize available space and keep current.

Perform needs analysis and work with Avaya reps to best supply work space.

Input Output, Inc., Stafford, TX December 2002 to July 2003

Technical Writer, Document Analysis and organization

Responsibilities:

Compose illustrated documents for technical procedures and manufacturing specifications.

Create Microsoft Word Templates and utilize Microsoft Visio to create flow charts and to insert call-outs to pictures.

Edit Engineering text and format per spec for company documentation standards.

Reviewed entire document library to eliminate obsolete documents and catalog current items.

EDUCATION

Western Governors University 2006 to Present

B.S. Information Technology in Progress

PROFESSIONAL MEMBERSHIPS

CompTIA's IT Professional (IT Pro) Membership http://itpro.comptia.org/

References

Christine Duran | Managing Technical Consultant-ACA | Consulting and Systems Integration (CSI) | Customer Service Practice |  Office/Fax 720-***-**** | **************@*****.***

Paula Jones CRM – AIG Travel; 713-***-****; *****.*****@***.***

Mark Bigalke Telecommunications Manager – AIG Travel; 713-***-****; ****.*******@***.***

Mike Niedwick Network Engineer - AT&T; 859-***-****; ******@***.***

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