10/1994 – 04/2001 PSINet Telecommunications Administrator
• Performed Project Management and implementation of all telephony upgrades within the Siemens 9751 PBX and the Avaya Definity G3 PBX, voicemails and ACD servers .
• Assisted in CTI project plan consisting of Cisco Geotel Intelligent call routing and Avaya Conversant IVR off site.
• Managed rollout of conversion from older CMS/ACD serial based access for supervisors’ reporting tool to new Siemens ACD server with TCP/IP connectivity, greatly reducing access time and improving call center management of agents.
• Completed LAN upgrade project consisting of older 10/100 hubs to be replaced with 10/100 Nortel Baystack switches which greatly improved LAN connectivity while reducing down time due to collision related problems for the Network.
• Installation and Cutover support to Lucent/Avaya staff for installation of Definity G3 PBX and all peripherals.
• Reconciled bills for cell phones, pagers and BTN groups using CSR lists from Telco.
• Performed all in house wiring additions and modifications including 10 BaseT, patch panel MACs and telco line additions such as BRI, PRI, T1/DS1, POTS and analog/digital PBX trunking.
• Maintained integrity in call center through software changes and technical analysis of statistics to convey possible problems and trends to management, and making recommendations for routing changes.