|Skills||Proficiency||Total Years||Last Used|
|Avaya Aura AES||Expert||5||2017|
|Avaya Aura SM Administration||Expert||2||2017|
|Avaya Aura System Platform||Expert||5||2017|
|Avaya Aura CM||Strong||5||2017|
|Verint, Genesys IVR / CTI configuration and troubleshooting||Strong||5||2017|
|VMware vSphere, ESXi and vCenter: Install, Configure, Manage, troubleshoot||Expert||5||2017|
|Windows Server 2012 R2 Active Directory||Expert||10||2017|
|Routing/Switching - Avaya, Nortel, Cisco||Expert||15||2017|
|Wireshark Packet Analyzer||Intermediate||10||2017|
|Lean Six Sigma - Green Belt||Expert||5||2010|
Superior outage recovery management
Expert in remote support access
VoIP troubleshooting expert
Unified Converged Voice expert
Expert in data troubleshooting skills
Vast Telecommunications knowledge
Strong solution solving abilities
Conflict resolution proficiency
High customer service standards
Excellent customer service satisfaction
Key team member of Emergency Recovery providing Global Emergency Restoral of Service on all Avaya data and voice products within SLA requirements.
Responsible for providing remote post-sales support utilizing telephone and remote diagnostic capabilities.
Support end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation.
Assisted with the development of the call center's operations, quality and training processes.
Continued training on Unified Voice solutions, VMware solutions, Linux and all Data technologies.
Provided Emergency Restoral of Service on Nortel Core Data and Wireless products for the Emergency Recovery team.
Provided technical guidance and mentoring to other ER engineers.
Fostered teamwork within ER on ERS8600, SGSN, MGW and GGSN.
Advanced product knowledge in Passport, Wireless and Succession products.
Fully involved in the consolidation of Network Engineering's Network Specification Books into CSQ (Customer Solutions Questionnaire). This project improved processes in several key internal engineering teams resulting in greatly increased profitability.
Worked with Network Software Service and Network Engineering to revise and produce new and existing network services.
Key Data Network Engineer team member responsible for the circuit to packet network design for a major telco carrier.
Ensured successful network implementations for global carriers.
Interacted closely with customers, program managers, and the account prime while collaborating with all site team members.
Green Belt - Lean Six Sigma
VMware vSphere, ESXi and vCenter: Install, Configure, Manage and Troubleshooting
Avaya Aura System Manager Administration
Avaya Aura Session Manager and System Manager Fundamentals
Avaya Aura Application Enablement Services (AES) Implementation and Troubleshooting
Migrating and Upgrading to Avaya Aura 7.0
Avaya Wireless LAN 8100 Implementation and Management
Avaya Virtual Services Platform 9000 Installation and Configuration
VSP 9000 Advanced Maintenance and Troubleshooting
TSIA STAR Award for Services Excellence 2014
Companies Worked For:
Job Titles Held: