Customer Service Manager

Paul Love

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

Powder Springs, GA 30127

Home: 678-***-**** Cell: 678-***-****

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

PROFESSIONAL EXPERIENCE

Nortel SL-100/ Avaya Call Manager VOIP Switch Technician and Voicemail Administrator 5/2006 - 2/2011

Grady Health System, Atlanta, GA

Avaya Call Manager/Modular Messaging

Duties: * Resolved related trouble tickets daily

* Proficient with Gedi and Immulation software access

* Loaded firmware and programmed 9620, 9640, 9650 VoIP phone sets

* Installed and managed modular messaging voicemail boxes

* Managed installation of Media Gateway port connections

* Completed Nortel to Avaya PBX switch conversion

Nortel SL-100 / Call Pilot Voicemail

Duties: * Expert in performing Servord and table data translations

* Installed and managed 2008, 2616, 3904, 3905 and analog phone sets

* Monitored switch subsystem logs

* Replaced subsystem circuit packs as needed

* Monitored and troubleshot trunking and T1 circuits

* Performed MDF and DSX jumper installs and disconnects

* Archived switch and call pilot image tapes

* Resolved switch related trouble tickets daily

* Provided excellent customer service

Nortel Succession CS2100 PBX Switching Technician 3/2005 - 1/2006

Nextiraone Federal, Sunnyvale, CA

Duties: * Resolved day-to-day phone line trouble tickets

* Performed Servord installation and set programming of m2616, M3902 and M3904 digital phone sets

* Monitored switch subsystem logs

* Oversaw installation, testing and turnup of ISDN/T1 Trunk circuits

* Oversaw testing and turnup of analog and digital lines

* Completed routing manipulations for Data Table Line/Trunk and area code translations

* Installed and maintained the Call Pilot voicemail system

* Familiar with XA-Core, Media Gateways, and IP protocols

* Skilled in Microsoft 2000 and Windows XP

* Interfaced with NOC, field installation techs, and AT&T, technicians

* Performed MDF jumper installs and disconnects

Nortel SL-100 PBX Switching Technician 7/1988 - 11/2004

TRW/ Northrop Grumman, Redondo Beach, CA

Duties:

* Resolved daily phone line trouble tickets using Remedy

* Handled SLM processing of system log files, OM, JF, SMDR IMAGE

* Performed Data Table Line/Trunk and area code translations routing

* Performed software (SERVORD) installation of M5112, M5009, digital and M3902,

M3904 IP programming and phone sets

* Responsible for system card circuit pack failure and replacement

* Handled MDF cable pair testing

* Oversaw MDF and DSX jumper installation, disconnects

* Performed T1/ISDN Trunk monitoring, testing and repair as needed

* Managed Trunk and line routing translations

* Completed loading and patching of subsystem and front-end software

* Performed system software upgrades

* Managed Avaya (Octel) 350 Voicemail

* Monitored switch subsystem logs and Real Time Monitoring (RTM) logs

* Interfaced daily with outside field techs, order writers, operators

* Provided excellent customer service

* Performed PMIs (preventative maintenance inspections) when necessary

* Handled Cisco call manager software installs, disconnects

* Performed system software MSL/SE load upgrades

Nortel DMS-100 Switching Technician 8/1984 - 1/1988

March Air Force Base, Riverside, CA

Duties: * Performed software (Servord) installation of analog and digital phone line sets

* Monitored switch subsystem logs

* Performed line (analog and digital) and Trunk, troubleshooting

* MDF pair testing

* Completed subsystem software loading and monitoring

* Provided daily troubleshooting of line troubles

* Performed daily and weekly IMAGE file processing

* Performed software BCS upgrades

EDUCATION

* Intro to Avaya VOIP Call Manager - Atlanta, Ga.

* Intro to Call Pilot - La Palma, CA (Certification)

* Intro to Nortel Succession CS2100 - Redwood, CA (Certification)

* IP Intro - Raleigh, NC 11/2001 (Certification)

* SL-100 Supernode Maintenance - Richardson, TN (Certification)

* DMS/SL100 - Maintenance & Translation - Richardson, TX (Certification)

* USAF Telco Switching School - Sheppard AFB, TX (Certification)

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