2/2004 – Present Computer Sciences Corporation Voice Network Engineer
• Installation, Provisioning and Technical Support for Avaya S8700, S8710,S8730 call servers, S3400 modular messaging servers, legacy G3SI with Intuity Audix, G700,G450 Gateways with S8300 and S8500 LSP, 4600 IP phones
• Completed requests for new service from ticketing system and determined best methodology for installing telephone service. Provided reports from call accounting , Avaya CMS R14 and PBX Avaya Com Manager 5.0.
• Determined appropriateness of equipment changes or modifications of customer premise equipment and carrier services.
• Relied on experience and judgment to plan, perform, and accomplish goals with a variety of complicated tasks.
• Managed multiple sites with call centers including troubleshooting for break/fix of call routing, processor connectivity and circuit operation. CMS backups and disk storage allocation. CMS user account adds and password resets.
• Multi- site Call Center design, installation and troubleshooting using Avaya S87xx Servers with G650 media gateways in a multi-site environment. This included complicated call routing via BSR applications in conjunction with variable call routing elements. VOIP trunk design and implementation for call center DCS connectivity with TDM conversion.
• Performed Break/fix on IP Ethernet IPSI’s, optical fiber on expansion interfaces, TN 2501 Val announcement board management via VAL Manager client, T1 circuits, T1 cards, and station cards.
• Conversant IVR maintenance including voice channel script assignment , unix host file changes and regular backups.
• Daily activities included mentoring of junior voice engineers to facilitate cross training of voice circuit design, installation and break/fix with the focal point of daily voice tasks in call center design, installation and troubleshooting.
• Network engineering included call traffic analysis and trend projection. Moves, adds and changes for Avaya multi-connect environments. Providing reports in MS Word format for future capital expenditure and forecasting agent head count requirements. Extensive and vivid Visio diagrams for call center PBX call flow and IVR call flow.
• Troubleshooting of Cisco routers and Cisco switches as a junior data engineer under the supervision of senior Cisco engineers. Cisco experience related mostly to rudimentary interface up/down resolution and LAN switch port break/fix.
• Avaya Proficiencies include Definity G3SI & G3R Trunking, Station MACs, CLANS, Vectoring, ARS design and troubleshooting, UDP design, Intuity Voicemail system admin using Avaya Site Administrator tool, CMS Centreview Supervisor administration, Centreview Terminal Emulator, eCAS call accounting and Unix admin for Intuity.
• General Telecommunications Proficiencies include T1/DS1 troubleshooting, break & fix, CAT5 568B, 56K, CSU/DSU wiring schemes, assembly and troubleshooting. ISDN BRI and PRI installation. LAN set up, LAN administration and troubleshooting. Polycom 512MP Video conferencing setup and operation.
• In-depth knowledge Word, Excel, Visio, Avaya ASA, Avaya Centreview and Terminal Emulator.