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- 7852 Anthula Ct. Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * firstname.lastname@example.org
Self-assured and results-driven engineer and management professional with extensive experience in providing high-performance network administration, engineering & technical support, and customer service in the telecoms, healthcare, and financial service sectors.
Proven dedication to delivering processes efficiency and outstanding client/user technical services that maximize the advantages of efficient network systems in mission-critical business functions, engineering voice and data grade networks, providing technical support, and leading infrastructure administration involving multiple offices across states and countries in North America, enabling the business to operate seamlessly over a 24-hour period.
Well-organized and detailed, with multitasking and prioritization skills that maximize IT resources to achieve outstanding results in addressing professional relationships and complex technical work issues even under stress.
Charter Communications (Formerly Bright House Networks) Riverview, XXXXXX
Manage engineering, design, implementation and maintenance for all Avaya call center applications in 6 call centers, involving 8100 stations, 5000 agents, and 5,400 trunks, while implementing and administering the Avaya Contact Center operations covering skills-based routing, CMS, and interoperability with other telecom systems and adjuncts.
Provide Avaya CMS report interpretation, Vectoring, Variables, ARS/AAR, BSR, and other system programming.
Manage telecom projects, achieving deliverables within critical timelines and performance goals by strategically planning, organizing and managing projects/workxxxxxxows.
Engineer the Verizon toll free network design, programming, reporting, and network routing (1600 TFNs).
Managed programming and maintenance of Avaya G3R and S8700 phone systems for a 24 hour-per-day loss reporting and claims management service involving two 450+ seat call centers in Xxxxxx and Kentucky, designing and installing BSR call xxxxxxows between the 2 Call Centers.
Administered and maintained the Avaya CMS server, Octel voice messaging, and E-CAS call accounting systems.
Responsible for turn-up, testing, and troubleshooting of all local and long distance carriers.
Provided responsive corporate and client project startups, modifications, and assistance with planning and roll-out.
Administered and maintained Avaya Telecoms, ACD and Voicemail systems for a large vitamin and supplements company, providing technical support for 5 PBXs and call centers at the Boca Raton campus, PBX and call centers in Orem, UT and a PBX and call center in Vancouver, BC.
Administered Cisco Call Managers and Unity Voice Mail at the NY and NJ campuses.
Designed and implemented a DCS T1 network between PBXs to allow 4 digit dialing and sheared long distance trunk resources to reduce calling cost, and implemented a CenterVu Supervisor CMS System connecting all call centers (US and Vancouver, BC) that increased real-time management control of agents.
Bell South Mobility Boca Raton, XXXXXX Telecommunications Analyst (Contract) 1997 1998
HIP Health Plan Of Xxxxxx Hollywood, XXXXXX Senior Telecom Engineer 1996 1997
American Express Company Ft. Lauderdale, XXXXXX Senior Telecom Technician 1987 1996
GTE Automatic Electric Northlake, IL
Education & Credentials
A.A.S. in Electronics, DE VRY INSTITUTE OF TECHNOLOGIES, Chicago, IL (1976)
Certificate of Achievement in Telecommunications, NORTHEASTERN UNIVERSITY, Boston, MA 1986
Avaya Communications Manager (6.3), System Manager (6.3), CMS (R18), IQ (R 5), & Site Administration
Aspect Unified IP | Verizon Toll Free Network Manager & Enterprise Center
Cisco CUCM (9.1), & Unity (9.1) | MS Visio
Structured Cabling | Wired & Wireless Connectivity | IVR Systems | Unified Voice/Data Networks
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