Objective

To obtain a position as a Telecommunications Manager, Director or VP with a stable organization that will leverage my existing experience in the Telecommunications Industry, and that offers technical training & growth potential.

Summary

Telecommunications Management Professional & Avaya Telephony Infrastructure Specialist with 24 years of Telecommunications Industry experience & 14.5 years of Telecommunications Management experience and with proven success managing the architecture, implementation, and operations of Global Enterprise mission critical systems.

Key Areas of Telecommunications Expertise

Operational & Department Management: Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management Documentation; Technology Administration & New Technology Assessment/Recommendation; Project Management; Executive Summary & Presentation; Billing/Budget Expense & Cost Control; Inventory Control; Staff Management.

Project Management: RFI (Request For Information) & RFP (Request for Purchase), Microsoft Project 2007, iClarity and Project Frameworks; Statement of Work; Proposal Assessment & Acceptance; Scope & Hardware Requirements; Cost Assessment; Budget Control; Resource Staffing & Scheduling; Completion Requirements & Deadline.

PBX Systems, Key Systems & Networking: Avaya Definity G3i & G3r PBX, Avaya S88XX, S87XX & S85XX Media Servers, Avaya LSP (Local Survivable Server) & ESS (Enterprise Survivable Server), Avaya G250, G350, G450 & G650 Media Gateways; Nortel Meridian 1 PBX, Nortel CS1000 & CS1000e Communications Servers, Nortel BCM (Business Communications Manager) Servers; Mitel 3300 ICP PBX; Intecom E14 PBX; Hardware & Software Administration & Programming; Hardware Installation & Integration; System Expansion.

PBX Application, Call Center Engineering & Related Hardware: Avaya Voice Portal, Avaya CMS, Parlance IVR, VeraSmart Call Accounting, Mercom Screen Recording, Virtual Hold, Mutare Unified Messaging Hardware & Software Administration & Programming; Voice over I.P., Voice over A.T.M. & Voice over MPLS; Automated Call Distribution, Call Routing, Call Center Scripting, Call Center Screen Recordings, Call Center Reporting and IP Agent Softphones Implementation; Computer Telephony Integration; Call Accounting, Cost Recovery Systems and Interactive Voice Response Systems; A.C.D. Digital Announcement Recorders; A.C.D. Call Routing Servers; A.C.D. Call Statistic Report Servers; Call Accounting Servers; Interactive Voice Response Systems; Wireless Headsets.

Voice Mail Systems & Networking: Avaya Modular Messaging & Intuity Audix 770 Voicemail, Avaya Message Networking Server, Nortel Meridian Mail & Call Pilot Voicemail; Mitel NuPoint Voicemail; Intecom InteMail Voicemail; Hardware & Software Administration & Programming; Automated Attendant; Custom Call Routing, Message Networking and Unified Messaging.

Turrets & Trading Floor Technology: British Telecom Turret Hardware & Software Administration & Programming; Trader IDs; Auto Ring- Down & Manual Ring-Down Circuits; Hoot & Hollar.

Data Communications & Networking: Desktop Hardware & Software; Local Area Network & Wide Area Network Connectivity.

Video Conference Systems: Polycom and Tandberg Hardware & Software Administration & Programming; Video over ISDN & Video over I.P.

Cable Infrastructure Management: Wiring Standards; Floor Plans; M.D.F. & I.D.F. Control & Documentation; Voice & Data, Cat3, Cat 5, Cat 5E, Cat 6, and Fiber.

Vendor Management: Voice Communications Network Administration; Enhanced Call Routing Applications; Hardware & Software Service Level Agreements; System Maintenance Service Level Agreements; Carrier Service Level Agreements; Service Level Agreement Negotiations.

Billing Management: Payment Approval & Expense Control; Reconciliation, Auditing & Change Recommendation; Budget Alignment Review.

Voice & Data Circuit Provisioning & Management: Service Recommendation & Control; Service Request Approval; P.O.T.S. & D.S.L. Lines; B.R.I. & P.R.I. I.S.D.N., Frame Relay, T1, T3, Ethernet, MPLS Circuits & MPLS GoldCar (VoMPLS).

IPT Network Readiness: CISCO Router & Switch “sho vlan”, sho run” & “sho ver” reports, Voice VLANs, Voice VLAN Network Subnets, Voice VLAN IP Addresses, Voice VLAN Host Names, Voice VLAN LLDP on ethernet ports, Voice VLAN DHCP Option 242, L2/L3 Voice VLAN Routes, DHCP Helper requirements, firewall ports requirements, Carrier MPLS GoldCar Effective Values, VoIP SIP Trunks, and RTP & QOS Policies on Verizon Managed Routers.

Work History

Work History
Feb 2016 - Present

Avaya Subject Matter Expert

Oxford Global Resources/Great Lakes Higher Education Corporation

Summary: Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation.

  • Assigned to Avaya ASA (Avaya Security Advisory) Project as follows:
    • The goal is to identify the vulnerability, investigate/confirm the vulnerability and to initiate remediation as needed.
    • Review the weekly internal reports produced by Qualys Enterprise scanning software.
    • Ensure that Remedy ticket is assigned for remediation and tracking purposes.
    • Open an Avaya SR (Service Request) in order to ensure that the identified vulnerability is in fact associated with the equipment located within our facility.
    • Beta test & certify the software patches, configuration changes and OS upgrades recommended by Avaya in the test lab.
    • Implement the approved software patches, configuration changes and OS upgrades recommended by Avaya into the through the proper internal change management process.
  • Manage Voice Communications network supporting 8+ locations (250+ end-users) consisting of campus offices, branch offices, data centers and critical equipment rooms, and responsible for providing support of all TDM Voice & IPT Voice systems within the Americas Region.
  • This network consists of 1 Communication Manager Media Server Primary clusters, 1 Communication Manager Media Server ESS clusters, 22+ G450 & G430 Media Gateways, and 1 AVST Centralized Voicemail.
  • Responsible for all PBX & VoIP, Voicemail, ACD/Call Center, IVR, voice related applications, Service Desk trouble tickets, inventory control, system maintenance, system expansion, project scheduling, Voice/Data MDF/IDF demarcation management, and Active Directory Change Requests.
  • Implement all ACD applications which include VDN # assignment, Call Vectoring, CMS, Call Routing Schedule, Agent ID assignment, Recorder Greetings, Automated Attendant, and Voicemail Custom Call Routing.
  • Provided full system reports which include System Software Revision Levels; System Capacity; System Configuration; System Cabinet; Hardware Layout; Station, Extension, Trunk & Trunk Measurements, Hunt-Group, Announcement, Agent ID, Node Name, Route-Pattern, Dial-Plan Analysis, Feature, Paging, CDR, DS1, VDN, and Vector inventories.
  • Assess existing Carrier MPLS GoldCar Effective Values & request upgrades as needed for VoIP SIP Trunks and connectivity for Avaya Centralized Voicemail & System/Session Manager integration, as well as ensured that RTP & QOS Policies as assigned to Verizon Managed Routers.
  • Review & approve new integration, implementation, and call-flow Visio Diagrams.  Review & approve new equipment pricing and SOWs.
  • Responsible for providing engineering support to all assigned Avaya Voice Transformation Projects, which consists of upgrading all existing Legacy Avaya PBXs, Voicemail Systems, Telephony Network Services, and Ancillary Equipment.

Jan 2006 - Present

Owner & Avaya Telephony Infrastructure Specialist

GWR IPTelephony

Responsible for all Avaya Telephony administration, integration, implementation, and project management for business clients as listed below:

  • PBX Systems, Key Systems & Networking: Avaya Definity G3i & G3r PBX, Avaya S8710, S8720, S8730 & S8500 Media Servers, Avaya LSP (Local Survivable Server) & ESS (Enterprise Survivable Server), Avaya G250, G350, G450 & G650 Media Gateways; Avaya Meridian 1 PBX, Avaya CS1000 & CS1000e Communications Servers, Avaya BCM (Business Communications Manager) Servers; Mitel 3300 ICP PBX; Intecom E14 PBX; Hardware & Software Administration & Programming; Hardware Installation & Integration; System Expansion. Avaya Voice Portal, Avaya CMS, Parlance IVR, VeraSmart Call Accounting, Mercom Screen Recording, Virtual Hold, Mutare Unified Messaging Hardware & Software Administration & Programming; Voice over I.P., Voice over A.T.M. & Voice over MPLS; Automated Call Distribution, Call Routing, Call Center Scripting, Call Center Screen Recordings, Call Center Reporting and IP Agent Softphones Implementation; Computer Telephony Integration; Call Accounting, Cost Recovery Systems and Interactive Voice Response Systems; A.C.D. Digital Announcement Recorders; A.C.D. Call Routing Servers; A.C.D. Call Statistic Report Servers; Call Accounting Servers; Interactive Voice Response Systems; Wireless Headsets.
  • Voice Mail Systems & Networking: Avaya Modular Messaging & Intuity Audix 770 Voicemail, Avaya Message Networking Server, Avaya Meridian Mail & Call Pilot Voicemail; Mitel NuPoint Voicemail; Intecom InteMail Voicemail; Hardware & Software Administration & Programming; Automated Attendant; Custom Call Routing, Message Networking and Unified Messaging.
  • Project Management: RFI (Request For Information) & RFP (Request for Purchase), Microsoft Project 2007, iClarity and Project Frameworks; Statement of Work; Proposal Assessment & Acceptance; Scope & Hardware Requirements; Cost Assessment; Budget Control; Resource Staffing & Scheduling; Completion Requirements & Deadline.
  • IPT Network Readiness: CISCO Router & Switch “sho vlan”, sho run” & “sho ver” reports, Voice VLANs, Voice VLAN Network Subnets, Voice VLAN IP Addresses, Voice VLAN Host Names, Voice VLAN LLDP on ethernet ports, Voice VLAN DHCP Option 242, L2/L3 Voice VLAN Routes, DHCP Helper requirement, firewall ports requirements, Carrier MPLS GoldCar Effective Values, VoIP SIP Trunks, and RTP & QOS Policies on Verizon Managed Routers
Oct 2013 - Jan 2016

Regional Lead/Manager – TDM & IPT Voice Operations (Consultant)

AT&T @ UBS

Summary: Operational & Department Management; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation.

  • Manage Voice Communications network supporting 500+ locations consisting of core offices, branch offices, data centers and critical equipment rooms, and responsible for providing 2nd/3rd Level Support of all TDM Voice & IPT Voice systems within the Americas Region.
  • Manage 13 TDM Voice & IPT Voice Engineers and was responsible for overall supervision, and daily operations of the Telecommunications Dept. which included all PBX & VoIP, Voicemail, ACD/Call Center, IVR, voice related applications, Service Desk  troubles tickets, inventory control, system maintenance, system expansion, project scheduling, Voice/Data MDF/IDF demarcation management, and Active Directory Change Requests.  Implement all ACD applications which include VDN # assignment, Call Vectoring, CMS, Call Routing Schedule, Agent ID assignment, Recorder Greetings, Automated Attendant, and Voicemail Custom Call Routing.
  • Provide full system reports which include System Software Revision Levels; System Capacity; System Configuration; System Cabinet; Hardware Layout; Station, Extension, Trunk & Trunk Measurements, Hunt-Group, Announcement, Agent ID, Node Name, Route-Pattern, Dial-Plan Analysis, Feature, Paging, CDR, DS1, VDN, and Vector inventories.
  • Ensure that IPT Network Readiness is available by reviewing CISCO Router & Switch “sho vlan”, sho run” & “sho ver” reports, and work with Network Teams to implement Voice VLANs, Voice Network Subnets, assign IP Addresses, assign Host Names, configuring LLDP on ethernet ports, configuring DHCP Option 242 to Voice VLANs & Data VLANs, configuring L2/L3 Voice VLAN Routes, assigning DHCP Helper Servers, and configure firewall ports.
  • Assess existing Carrier MPLS GoldCar Effective Values & request upgrades as needed for VoIP SIP Trunks and connectivity for Avaya Centralized Voicemail & System/Session Manager integration, as well as ensure that RTP & QOS Policies as assigned to Verizon Managed Routers.
  • Review and approve new integration, implementation, and call-flow Visio Diagrams.
  • Review & approve new equipment pricing and SOWs.
  • Responsible for providing engineering support to all assigned Avaya Voice Transformation Projects, which consists of upgrading all existing Legacy Avaya PBXs, Voicemail Systems, Telephony Network Services, and Ancillary Equipment.  These Avaya Voice Transformation Projects include the following:
    • PBX Systems, Key Systems & Networking: Avaya Definity G3i & G3r PBX, Avaya S8710, S8720, S8730 & S8500 Media Servers, Avaya LSP (Local Survivable Server) & ESS (Enterprise Survivable Server), Avaya G250, G350, G450 & G650 Media Gateways; Avaya Meridian 1 PBX, Avaya CS1000 & CS1000e Communications Servers, Avaya BCM (Business Communications Manager) Server Hardware & Software Administration & Programming, Hardware Installation & Integration and System Expansion.  Avaya Voice Portal, Avaya CMS, Parlance IVR, VeraSmart Call Accounting, Mercom Screen Recording, Virtual Hold, Mutare Unified Messaging Hardware & Software Administration & Programming; Voice over I.P., Voice over A.T.M. & Voice over MPLS; Automated Call Distribution, Call Routing, Call Center Scripting, Call Center Screen Recordings, Call Center Reporting and IP Agent Softphones Implementation; Computer Telephony Integration; Call Accounting, Cost Recovery Systems and Interactive Voice Response Systems; A.C.D. Digital Announcement Recorders; A.C.D. Call Routing Servers; A.C.D. Call Statistic Report Servers; Call Accounting Servers; Interactive Voice Response Systems; Wireless Headsets.
    • Voice Mail Systems & Networking: Avaya Modular Messaging & Intuity Audix 770 Voicemail, Avaya Message Networking Server (Centralized Voicemail), Avaya Meridian Mail & Call Pilot Voicemail Hardware & Software Administration & Programming; Automated Attendant; Custom Call Routing, Message Networking (Centralized Voicemail) and Unified Messaging.
    • Project Management: RFI (Request For Information) & RFP (Request for Purchase), Microsoft Project 2007, iClarity and Project Frameworks; Statement of Work; Proposal Assessment & Acceptance; Scope & Hardware Requirements; Cost Assessment; Budget Control; Resource Staffing & Scheduling; Completion Requirements & Deadline.
Jun 2012 - Jun 2014

Avaya Engineer (Consultant)

Insight Global @ Hewlett - Packard Company

Summary: Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation.

  • Responsible for providing engineering support to all assigned Avaya Voice Transformation Projects, which consists of upgrading all existing Legacy Avaya PBXs, Voicemail Systems, Telephony Network Services, and Ancillary Equipment.  These Avaya Voice Transformation Projects included the following:
    • PBX Systems, Key Systems & Networking: Avaya Definity G3i & G3r PBX, Avaya S8710, S8720, S8730 & S8500 Media Servers, Avaya LSP (Local Survivable Server) & ESS (Enterprise Survivable Server), Avaya G250, G350, G450 & G650 Media Gateways; Avaya Meridian 1 PBX, Avaya CS1000 & CS1000e Communications Servers, Avaya BCM (Business Communications Manager) Server Hardware & Software Administration & Programming, Hardware Installation & Integration and System Expansion.  Avaya Voice Portal, Avaya CMS, Parlance IVR, VeraSmart Call Accounting, Mercom Screen Recording, Virtual Hold, Mutare Unified Messaging Hardware & Software Administration & Programming; Voice over I.P., Voice over A.T.M. & Voice over MPLS; Automated Call Distribution, Call Routing, Call Center Scripting, Call Center Screen Recordings, Call Center Reporting and IP Agent Softphones Implementation; Computer Telephony Integration; Call Accounting, Cost Recovery Systems and Interactive Voice Response Systems; A.C.D. Digital Announcement Recorders; A.C.D. Call Routing Servers; A.C.D. Call Statistic Report Servers; Call Accounting Servers; Interactive Voice Response Systems; Wireless Headsets.
    • Voice Mail Systems & Networking: Avaya Modular Messaging & Intuity Audix 770 Voicemail, Avaya Message Networking Server (Centralized Voicemail), Avaya Meridian Mail & Call Pilot Voicemail Hardware & Software Administration & Programming; Automated Attendant; Custom Call Routing, Message Networking (Centralized Voicemail) and Unified Messaging.
    • Project Management: RFI (Request For Information) & RFP (Request for Purchase), Microsoft Project 2007, iClarity and Project Frameworks; Statement of Work; Proposal Assessment & Acceptance; Scope & Hardware Requirements; Cost Assessment; Budget Control; Resource Staffing & Scheduling; Completion Requirements & Deadline.
  • Provided full system reports which include System Software Revision Levels; System Capacity; System Configuration; System Cabinet; Hardware Layout; Station, Extension, Trunk & Trunk Measurements, Hunt-Group, Announcement, Agent ID, Node Name, Route-Pattern, Dial-Plan Analysis, Feature, Paging, CDR, DS1, VDN, and Vector inventories.
  • Ensured that IPT Network Readiness is available by reviewing CISCO Router & Switch “sho vlan”, sho run” & “sho ver” reports, and worked with Network Teams to implement Voice VLANs, Voice Network Subnets, assign IP Addresses, assign Host Names, configuring LLDP on ethernet ports, configuring DHCP Option 242 to Voice VLANs & Data VLANs, configuring L2/L3 Voice VLAN Routes, assigning DHCP Helper Servers, and configuring firewall ports.
  • Assessed existing Carrier MPLS GoldCar Effective Values & request upgrades as needed for VoIP SIP Trunks and connectivity for Avaya Centralized Voicemail & System/Session Manager integration, as well as ensured that RTP & QOS Policies as assigned to Verizon Managed Routers.
  • Reviewed and approved new integration, implementation, and call-flow Visio Diagrams.
  • Reviewed & approved new equipment pricing and SOWs
Dec 2008 - Mar 2012

Lead Telecom. Specialist - NA East (Telecommunications Manager)

John Wiley & Sons, Inc.

Summary: Operational & Department Supervision; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation.

  • Managed Voice Communications network supporting 1500+ end-users. This network consists of 4 Avaya Call Manager Media Server PBXs (1 S8720: Hoboken, NJ, 1 S8720: Somerset, NJ, 1 S8730: Indianapolis, IN, 1 S8400: Toronto, CANADA), 4 Avaya Media Gateway PBXs (1 S8300C-G700: Edison, NJ, 1 S8500C-G650: San Francisco, CA, 1 S8300-G350: Charlottesville, VA, & 1 S8500C-G650: Boston, MA), 1 MCK PBX Extender (New York, NY), 3 Avaya Voicemail Systems (1 centralized Modular Messaging: Hoboken, NJ, 1 Modular Messaging: Indianapolis, IN, 1 IA770: Toronto, CANADA), 1 Avaya Voice Portal IVR Server (Indianapolis, IN), 1 Mitel 3300 ICP PBX w/Voicemail System (Boston, MA), 1 Avaya Message Networking Server (Centralized to Hoboken, NJ), 1 Avaya Intuity Audix Interchange Server (Centralized to Hoboken, NJ),  2 Avaya CentreVu (CMS) Servers (Hoboken, NJ & Somerset, NJ),1 Veramark Call Accounting Server (Centralized to Hoboken, NJ), 1 Parlance IVR Server (Centralized to Hoboken, NJ), 2 Mercom Audio Log Server (Somerset, NJ & Indianapolis, IN), 1 Avaya ACS Audio Conference Bridge (Centralized to Hoboken, NJ), 1 Avaya MX6200 Audio Conference Bridge (Centralized to Hoboken, NJ), and 1 Mutare EVM Unified Messaging System (Centralized to Hoboken, NJ).
  • Supervised 2 Telecommunications Specialists, and was responsible for overall supervision, and daily operations of the Telecommunications Dept. which included all PBX & VoIP, Voicemail, ACD/Call Center, IVR, voice related applications, Service Desk  troubles tickets, inventory control, system maintenance, system expansion, project scheduling, Voice/Data MDF/IDF demarcation management, and Active Directory Change Requests.  Implement all ACD applications which include VDN # assignment, Call Vectoring, CMS, Call Routing Schedule, Agent ID assignment, Recorder Greetings, Automated Attendant, and Voicemail Custom Call Routing.
  • Hands-On Programming responsibilities included the administration of all Moves, Adds & Changes of physical phones, all ACD Call Center Routing assignment & changes, all Agent ID assignment & changes, all VDN (Vector Directory Number) assignment & changes, all Vector (scripting) assignment & changes, all Digital Announcement assignment & changes, all COS (Class of Service) assignment & changes, all COR (Class of Restriction) assignment & changes, all Hunt Group assignment & changes, all Holiday Table assignment & changes, all Service Table assignment & changes, all Voicemail Mailbox assignment & changes, all Voicemail Enhanced List assignment & changes, all Voicemail Message Networking Server Mailbox assignment & changes, all Mutare EVM (Enhanced Voicemail – Voicemail to E-Mail) assignment & changes, administration of Global 5-Digit Dial Plan (Avaya Dial-Plan, ARS, AAR), as well as administration of all equipment within all locations.
  • Call Center Management Programming responsibilities included the administration of all Moves, Adds & Changes of physical & remote ACD phones which included Avaya M6400 Series, Avaya 2400 Series, Avaya VPN Remote 4600 Series, and Avaya IP Agent Softphone Series administration (Road Warrior & Telecommuter Modes).  All ACD Call Center Routing assignment & changes, all Agent ID assignment & changes, all VDN (Vector Directory Number) assignment & changes, all Vector (scripting) assignment & changes, all Digital Announcement assignment & changes, all Toll-Free # Routing assignment & changes, all Hunt Group assignment & changes, all Holiday Table assignment & changes, all Service Table assignment & changes, all Avaya CMS (Avaya Call Management System) administration, all Avaya CentreVu Supervisor administration, all Avaya Voice Portal IVR Server administration, all Mercom Audio Log Server administration, and all Virtual Hold administration.
  • Networking & VoIP (Voice over Internet Protocol) responsibilities included working with Verizon Business to implement VoMPLS GoldCar (QOS & RTP) bandwidth requests for Telephony Network connectivity from Avaya Media Gateways to Avaya Media Servers as primary call traffic routes & IGAR (Inter-Gateway Alternate Routing) over PRIs as secondary routes once the entire assigned bandwidth has been utilized.  In addition, working with NACR to implement IP Address the VoMPLS configurations, as well as network regions that needed to be configured.  Worked with Network Team on IP Address range requests, Firewall Ports change requests, IP Phone DHCP Server implementation requests which included DHCP Option 242, HTTP Server implementation requests, FTP Server implementation requests, and eCMR (Change Management Requests) associated with all projects & implementations.
  • Other Responsibilities included implementing SIP Trunking for Avaya MX6200 Audio Bridge, implementing NTP (Network Time Protocol) on all Avaya Servers & Gateways, implementing FTP (File Transfer Protocol) Back-Ups on all Avaya Servers & Gateways, implementing Voice Announcement Manager Back-Ups on all Avaya Servers & Gateways, conducting monthly & quarterly maintenance on all Avaya Servers & Gateways, implementing Pro-Active Monitoring of alarms utilizing Avaya ASA (Avaya Site Administration) Software for Minor & Major Alarm Reporting, NetTools Pro Software for Telephony Network (network ping response) Minor & Major Alarm Reporting, monitoring PROGNOSIS Portal for Minor & Major Alarm Reporting of IP End-Points, monitoring of Avaya Integrated Management Portal for Minor & Major Alarm Reporting, full administration of Intranet SharePoint site, and all monthly department reports.
  • Ordered and installed analog lines, and coordinate the installation of data circuits which includes 56K, ISDN, Local/LD T1, Metro-E, MPLS & MPLS GoldCar (VoIP Trunking), and point-to-point T1 with Verizon-NJ/NY, Verizon Business, and AT&T Business. Responsible for inventory database, which includes current DID, Centrex, POTS, and 56K, fractional T1, T1, T3, and ISDN for all locations.
  • Project Management responsibilities included project scheduling, floor plan assessment, purchasing equipment, cable installation, resources allocation, and assignment, and budget control.  As well as WPF & iWPF (Wiley Project Frameworks), iClarity Database, eCMR (Change Management Requests), MS Project 2007, Project Team Meetings, Project Status Reporting, RFI (Request for Information), and RFP (Request for Purchase).
  • Vendor Management responsibilities included ordering equipment, maintenance contract re-negotiations, and billing (local/long distance service carriers, hardware, software, and cable suppliers) for all locations.
  • Technical responsibilities included toning-out phone jacks/cables, crimping new voice/data cables, installing phones, and punching down x-connects on PBX main distribution frame and feeder patch panels. Document all changes to cable infrastructure, which included voice, data, and feeder connections in MDF, and IDF. Coordinate all cable installations for new floors, and all major department moves. 
Apr 2008 - Oct 2008

Telecommunications Ops. Mgr., GTCC

ICAP North America

Summary: Operational & Department Management; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation; Staff Management.

  • Managed the day-to-day operations of the Global Technology Command Center.  This center was staffed 24X7X365 and consisted of over 35+ staff members assigned to different shifts and with various expertise levels which included Front Line, 2nd Line Network, System, Telecommunications Engineers, and Managers on Duty.  Provided support to International Networking Infrastructure, Data Communications Network, and Trading Floor Communications Network with over 35 core sites and 2,000+ client sites.  Responsible for overall supervision, and daily operations of the Telecommunications Operations Dept. which consisted of 2 Telecom Engineers and included staff scheduling, mentoring, and training.  This team is provided 3rd Level Support to the entire Global Technology Command Center, and handled all Service Desk Support Requests, Alarms, & Problems, network maintenance, system expansion, project scheduling, and Voice/Data MDF/IDF demarcation management.  Coordinated the installation of data circuits which includes 56K, Frame Relay, ISDN, Local/LD T1/E1, T3/DS3, MPLS, point-to-point T1 and Metro Ethernet with Verizon Business, British Telecom, AT&T, Sprint, Cable & Wireless, Colt, Optus, and MCI WorldCom.
  • Responsible for Service Desk CI Database, which included all 56K, Frame Relay, ISDN, Local/LD T1/E1, T3/DS3, MPLS, point-to-point T1 and Metro Ethernet circuits for all core sites and client sites.
  • Vendor Management responsibilities included services outage escalations, service installation escalation & trouble-shooting, SLA & maintenance contract re-negotiations for all core sites & client sites.  Responsible for overall budget of 1M per year, which included expenditure forecasting, cost recovery, bill reconciliation, and operating costs for the Global Technology Command Center.
  • Documented all changes to cable infrastructure, which includes voice, data, and feeder connections in MDF, and IDF. Coordinated all cable installations for new client sites.
Apr 2006 - Apr 2008

Telecommunications Manager

New York & Company, Inc.

Summary: Operational & Department Management; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation; Billing/Budget Expense & Cost Control; Inventory Control; Staff Management

  • Managed Voice Communications Network supporting 500 BHQ end-users & 5000 remote users. This network consisted of an Avaya G3i PBX, an Intuity Audix Voicemail System, a Centigram Voicemail System, and a TAPIT EX Call Accounting System.  Managed 2 Analysts, and responsible for overall supervision, and daily operations of the Telecommunications Dept. which included all PBX, Voicemail, ACD, voice related applications, HEAT Help Desk troubles tickets, inventory control, system maintenance, system expansion, project scheduling, and Voice/Data MDF/IDF demarcation management.  Responsible for all Key Systems, and related Voicemail Systems for over 500 retail store which included both New York & Company, and Jasmine Sola sites.  Implemented all ACD applications which include Pilot # assignment, Call Vectoring, BCMS, Call Routing Schedule, Agent ID assignment, Recorder Greetings, Automated Attendant, and Voicemail Custom Call Routing.
  • Project Management responsibilities included project scheduling, floor plan assessment, purchasing equipment, cable installation, resources allocation, and assignment, and budget control.  Responsible for overall telecommunications budget of 2M per year which includes expenditure forecasting, cost recovery, bill reconciliation, and operating costs for BHQ, and over 500 retail stores.
  • Vendor Management responsibilities included ordering equipment, maintenance contract re-negotiations, and billing (local/long distance service carriers, hardware, software, and cable suppliers) for all locations.
  • Ordered and installed analog lines, and coordinated the installation of data circuits which included 56K, ISDN, Local/LD T1, and point-to-point T1 with Verizon-NJ/NY, AT&T, Sprint, and MCI WorldCom. Responsible for inventory database, which included current DID, Centrex, POTS, and 56K, fractional T1, T1, T3, and ISDN for all locations.
  • Technical responsibilities included toning-out phone jacks/cables, crimping new voice/data cables, installing phones, and punching down x-connects on PBX main distribution frame and feeder patch panels. Document all changes to cable infrastructure, which included voice, data, and feeder connections in MDF, and IDF. Coordinated all cable installations for new floors, and all major department moves.
  • Responsible for all wireless handheld phones including Blackberry and TREO activation.
Aug 2004 - Apr 2006

Telecommunications Specialist

Richemont North America, Inc.

Summary: Operational & Department Support; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Project Management & Change Management; Technology Administration; New Technology Assessment & Recommendation.

  • Managed Voice Communications Network supporting 500 end-users within the 3 New York Corporate Offices. This network consisted of 3 Nortel Meridian 1 Option 11 Succession 3.0 PBXs, 3 Call Pilot Voicemail Systems, 1 Symposium Express, 1 Picture Window, and 1 Nortel BCM System networked via IP Trunking with VoIP Media Cards, and Cisco Catalyst 2500 Switches in conjunction with the company’s SAVVIS Network.  Implemented all ACD applications which included Pilot # assignment, Call Routing Schedule, Agent ID assignment, Recorder Greetings, Automated Attendant, Call Pilot & Meridian Mail Custom Call Routing, and CTI.
  • Supervised 3 vendor technicians, and was responsible for overall supervision, and Daily Operations of Telecommunications Dept. which included all PBX, Voicemail, ACD, and Call Accounting M.A.C.s, Lotus Notes Help Desk troubles tickets, inventory control, system maintenance, system expansion, expenditure forecasting, project scheduling, and Voice/Data MDF/IDF cable demarcation Management.
  • Project Management responsibilities included project scheduling, floor plan assessment, purchasing equipment, cable installation, resources allocation, and assignment, and budget control.  In addition, coordinated any programming changes on the Remote Site Avaya Merlin, Nortel Norstar, and Nortel BCM Key Systems.
  • Vendor Management responsibilities included ordering equipment, maintenance contract negotiations, and department billing for all local/long distance carriers, hardware, software, pagers, cell phones, and cable suppliers.
  • Technical responsibilities included toning-out phone jacks/cables, crimping new phone cables, installing phones, and  punching down x-connects on the PBX main distribution frame and feeder patch panels.  Managed cabling infrastructure, and coordinated/supervised all cabling projects for new floor acquisitions.  Ordered and installed analog lines, and coordinated the installation of data circuits which included 56K, ISDN, T1, and T3 with Verizon-NY, and AT&T.
  • Managed the Tandberg and PolyCom Video Conferencing Video over ISDN/IP Network, which includes hardware, training, administration, andtechnical support.  Responsible for all wireless handheld phones including Blackberry and TREO activation.
Jan 2000 - Mar 2004

Voice Ops. Supervisor (Sr. Consultant)

DCC Sys. & ESP, Inc. @ the NY Daily News

Summary: Operational & Department Management; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation; Billing/Budget Expense & Cost Control; Inventory Control; Staff Management. 

  • Managed Voice Communications Network supporting 900 end-users within the NY Corporate Office, the NJ Distribution Center, the L.I. Call Center, the remote NY Editorial Bureaus, and Circulation Depots, the NY AGT facility, and the NY US News facility.  This network consisted of a centralized Intecom E14 PBX, and Intecom InteMail System in NY, which is connected to NJ via 2 Cisco 7200 Routers running VoATM utilizing 2 T3 circuits with Kentrox ATM equipment.  The NY office is also connected to L.I. via 2 T1 IXL circuits, and various Key Systems via Cisco 2524 Routers running VoIP utilizing Data T1s connected to Adtran Multiplexors. 
  • Handled hands-on programming on the Intecom E14 PBX, the Intecom InteMail System, the IntegraTrak Call Accounting System, and the CallWise RISC6000 Server.  Programmed, and implemented all ACD applications which included Pilot # assignment, Call Routing Schedule, Agent ID assignment, Interalia Recorder Greetings, CallWise Manager Terminals (Exceed Software), CallWise Statistical Reports, Automated Attendant, InteMail Custom Call Routing, and CTI. Managed 3 technicians, and responsible for overall supervision, and daily operations of the Voice Operations Dept. which included all PBX, Voicemail, ACD, Call Accounting, and CallWise M.A.C.s, Remedy Help Desk troubles tickets, inventory control, system maintenance, system expansion, project scheduling, and Voice/Data MDF/IDF cable demarcation management.
  • Project Management responsibilities included project scheduling, floor plan assessment, purchasing equipment, cable installation, resources allocation, and assignment, and budget control. 
  • Vendor Management responsibilities included ordering equipment, maintenance contract re-negotiations, and billing (Local & long distance service carriers, hardware, software, and cable suppliers) for all locations.
  • Responsible for Voice & Data Circuit Inventory database, which included current DID, Centrex, POTS, 56K, T1, T3, and ISDN for all locations, and technical responsibilities included toning-out phone jacks/cables, crimping new Voice & Data cables, installing phones, and punching down x-connects on PBX main distribution frame and feeder patch panels.  Installed and configured LAN jack connections, tested defective LAN connections, and secured connections on patch panels, HUBs, CISCO Routers, and 3Com Switches. 
  • Documented all changes within cabling infrastructure, which included Voice, Data, and feeder connections in the MDF, and IDF.  Coordinated all cable installations for new floors, and all major department moves. 
  • Ordered and installed analog lines, and coordinated the installation of data circuits which includes 56K, ISDN, Frame Relay, Voice & Data T1s with Verizon-NJ/NY, AT&T, Sprint, and MCI WorldCom.  Troubleshoot, and escalated all circuit issues with appropriate vendors.
Jun 1998 - Dec 1999

Telecommunications Manager

Orrick, Herrington & Sutcliffe

Summary: Operational & Department Management; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Technology Administration; New Technology Assessment & Recommendation; Project Management & Change Management; Executive Summary & Presentation; Billing/Budget Expense & Cost Control; Inventory Control; Staff Management. 

  • Managed Voice Communications Network supporting 500 end-users within the NY Corporate Office, and 1 remote facility. This network consisted of the Nortel Meridian 1 Option 81C PBX with a remote location module connected via a T3 circuit with Kentrox ATM equipment, and the Octel Avia 250 Voicemail System.  Handled hands-on programming on the Nortel Meridian 1 Option 81C PBX, the Octel Avia 250 Voicemail System, and the Equitrac Cost Recovery System.  Trained all new hires on Telephone Procedures.  Supervised 1 permanent analyst and 3 vendor technicians, and was responsible for overall supervision, and Daily Operations of Telecommunications Dept. which included M.A.C.s, McAfee Help Desk troubles tickets, inventory control, system maintenance, system expansion, expenditure forecasting, project scheduling, and department budgeting.
  • Project Management responsibilities included project scheduling, floor plan assessment, purchasing equipment, cable installation, resources allocation, and assignment, and budget control.
  • Vendor Management responsibilities included ordering equipment, maintenance contract negotiations, and department billing for all local/long distance carriers, hardware, software, pagers, cell phones, and cable suppliers.
  • Supplied and reviewed all monthly Call Accounting departmental reports for telephone, facsimile, modem, postage, and copy expense management from the Equitrac Cost Recovery Billing System.
  • Technical responsibilities included toning-out phone jacks/cables, crimping new phone cables, installing phones, and punching down x-connects on the PBX main distribution frame and feeder patch panels.  Managed cabling infrastructure, and coordinated & supervised all cabling projects for new floor acquisitions.  Ordered and installed analog lines, and coordinated the installation of data circuits which included 56K, ISDN, T1, and T3 with Bell Atlantic-NY, AT&T, and MCI WorldCom.
  • Managed the Tandberg, and PolyCom Video Conferencing equipment which included training, administration, connection, andtechnical support. Responsible for all wireless handheld phones including Blackberry and TREO activation.
Dec 1997 - Jun 1998

PBX Administrator (Consultant)

Aerotek @ Prudential Insurance

Summary: Operational & Department Support; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Documentation; Project Management & Change Management; Technology Administration; New Technology Assessment & Recommendation.

  • Supported Voice Communications Network consisting of 6000 end-users within the Newark Corporate Campus, and handled hands-on programming on the Lucent Definity G3 PBX, and the Octel Overture 350 Voicemail System.  Trained all new hires on Telephone Procedures. 
  • Supervised 6 Lucent technicians and responsible for coordination of all daily requests which included PBX, Voicemail System, voice-related applications, cable installations, LAN port activation M.A.C.s, and related trouble tickets.
  • Handled special projects involving PBX and Voicemail System clean-up to ensure line availability for future growth and upgrades.
  • Technical responsibilities included toning-out phone jacks/cables, crimping new phone cables, installing phones, and punching down x-connects on PBX main distribution frame, and feeder patch panels.
Dec 1996 - Dec 1997

I.T.S. Voice Analyst (Consultant)

B.T.N.A., Inc. @ Merrill Lynch

Summary: Operational & Department Support; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Documentation; Project Management & Change Management; Technology Administration; New Technology Assessment & Recommendation.

  • Supported Trading Floor Voice Communications Network consisting of 500 end-users within the NY Corporate Office, and handled hands-on programming on the Lucent Definity G3R PBX, and the Octel Overture 350 Voicemail System. Issued daily work assignments to all technicians.
  • Responsible for coordinating all voice moves, adds, and changes for the Trading Floors which included BT Turrets, BT Squawks (hoot ‘n’ holler), analog lines, Lucent phones, ATC Squawks, Tel-Aid Hoot ‘n’ Holler equipment, Astatic Mics & Speakers, Nice Logger Recorders, and TRID assignments.  Maintained all Turret, TRID, PBX, Voicemail, DID assignment, DID forwarding, and TELCO inventories & databases.
  • Ordered and coordinated testing of new Local and International MRD/ARD circuits with Nynex, MCI, AT&T, MFS, Enterprise, Wiltel, and Teleport.  Analyzed existing domestic and international MRD/ARD circuits to ensure proper billing. Handled DID requests for modem and fax lines, and coordinated 800 # reassignment with MCI and AT&T.
  • Reviewed purchase order paperwork to ensure technician assignment, completion, and closure for billing.  Utilized TOPS and TSR programs to issue technician orders, and track projects.
Dec 1994 - Dec 1996

Sr. System Designer

Executone Business Solutions

Summary: System Design; Project Management; Operational & Department Support; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Management & Documentation; Project Management & Change Management; Technology Administration; New Technology Assessment & Recommendation.

  • Team Leader responsible for all phases of project coordination which included Phone System installations, Voicemail System installations, line and circuit provisioning, cabling infrastructure, and project budgeting.  Supervised vendor technicians to ensure completion, and reviewed floor plan lay-out for system and cable installations. 
  • Handled hands-on programming on the Executone Integrated Digital Systems, and the Infostar VXII Voice Processing Systems.  Programmed, and implemented all ACD applications which included Pilot # assignment, Call Routing Schedule, Agent ID assignment, Recorder Greetings, ACD Manager Terminals, Statistical Reports, Automated Attendant, and Voicemail Custom Call Routing.  Coordinated, and supervised end user training upon project completion.  Handled TELCO, and vendor issues which included POTS, DID, OPX, tie line, and T1 integration programming.
  • Assisted M.A.C. Department with detailed programming requests, and assisted with sales demonstrations providing pre-Sales, and post-sales support.
Apr 1991 - Dec 1994

M.A.C. Coordinator

Liz Claiborne, Inc.

Summary: Operational & Department Support; Day-to-Day Support & Service Level Agreements; S.O.P. & Infrastructure Documentation; Project Management & Change Management; Technology Administration; New Technology Assessment.

  • Supported Voice Communications Network consisting of 400 end-users within the NY Corporate office, and responsible for  coordinating voice portion of facility moves, adds and changes for the Sales floors which included PBX, Voicemail, Voice related orders, cable installations, and LAN jack activation.  Supervised 2 ROLM technicians, and was responsible for daily work assignments, and scheduling.  Handled hands-on programming, training, repair, and instructional support on the ROLM System 9751 PBX, and the ROLM Phone Mail System.
  • Assisted Telecommunications Manager with vendor support, purchasing, billing, invoices, Accounts Payable/Receivable, and supervised all department moves.  Ordered and installed analog lines, and coordinated the installation of data circuits which included 56K, ISDN, T1, and T3 with Bell Atlantic-NY, AT&T, and MCI WorldCom.  Ordered all telecommunications hardware including digital voice cards, ROLM phones, handsets, and headsets.

Skills

  • PBX Systems, Key Systems & Networking: Avaya Definity G3i & G3r PBX, Avaya S8710, S8720, S8730 & S8500 Media Servers, Avaya LSP (Local Survivable Server) & ESS (Enterprise Survivable Server), Avaya G250, G350, G450 & G650 Media Gateways; Avaya Meridian 1 PBX, Avaya CS1000 & CS1000e Communications Servers, Avaya BCM (Business Communications Manager) Servers; Mitel 3300 ICP PBX; Intecom E14 PBX; Hardware & Software Administration & Programming; Hardware Installation & Integration; System Expansion. Avaya Voice Portal, Avaya CMS, Parlance IVR, VeraSmart Call Accounting, Mercom Screen Recording, Virtual Hold, Mutare Unified Messaging Hardware & Software Administration & Programming; Voice over I.P., Voice over A.T.M. & Voice over MPLS; Automated Call Distribution, Call Routing, Call Center Scripting, Call Center Screen Recordings, Call Center Reporting and IP Agent Softphones Implementation; Computer Telephony Integration; Call Accounting, Cost Recovery Systems and Interactive Voice Response Systems; A.C.D. Digital Announcement Recorders; A.C.D. Call Routing Servers; A.C.D. Call Statistic Report Servers; Call Accounting Servers; Interactive Voice Response Systems; Wireless Headsets.
  • Voice Mail Systems & Networking: Avaya Modular Messaging & Intuity Audix 770 Voicemail, Avaya Message Networking Server, Avaya Meridian Mail & Call Pilot Voicemail; Mitel NuPoint Voicemail; Intecom InteMail Voicemail; Hardware & Software Administration & Programming; Automated Attendant; Custom Call Routing, Message Networking and Unified Messaging.
  • Project Management: RFI (Request For Information) & RFP (Request for Purchase), Microsoft Project 2007, iClarity and Project Frameworks; Statement of Work; Proposal Assessment & Acceptance; Scope & Hardware Requirements; Cost Assessment; Budget Control; Resource Staffing & Scheduling; Completion Requirements & Deadline.
  • IPT Network Readiness: CISCO Router & Switch “sho vlan”, sho run” & “sho ver” reports, Voice VLANs, Voice VLAN Network Subnets, Voice VLAN IP Addresses, Voice VLAN Host Names, Voice VLAN LLDP on ethernet ports, Voice VLAN DHCP Option 242, L2/L3 Voice VLAN Routes, DHCP Helper requirement, firewall ports requirements, Carrier MPLS GoldCar Effective Values, VoIP SIP Trunks, and RTP & QOS Policies on Verizon Managed Routers.
  • Operating Systems & Desktop Applications: DOS, UNIX SCO, Windows 3.1, 95, 98, NT, 2000, XP Pro, 7 Desktop, and Server 2003 & 2008 Operating Systems. MS Office (Word, Excel, Access, Power Point), WordPerfect 5.1, Lotus 1-2-3, Paradox, Quattro Pro, Lotus Notes E-mail, MS Outlook E-mail, Lotus CC: Mail, MS Internet Explorer, Netscape Navigator, MS Visio 5.1 and MS Project 2003/2007 Software Packages.
  • Service Desk Applications: McAfee Help Desk, Lotus Notes Help Desk, and Remedy Help Desk Software Packages.
  • Emulations Applications: Avaya System Administration (ASA), ProComm Plus I & II, ProComm Plus for Windows, and X-Talk Software Packages.
  • Languages: Fully Bilingual-English/Spanish.

Education

Education
Sep 2013 - Dec 2015

Ashworth University

Computer Information Management Undergraduate Program

Certifications

Certifications
Mar 2009 - Present

AVA00836AEN-Avaya Communications Manager Basic Administration

Avaya University
Apr 2009 - Present

AVA00624AEN-Avaya Modular Messaging 3.1 Technical Overview

Avaya University
Apr 2009 - Present

BCT447M-Avaya CentreVu Supervisor Administration

Business Communications Systems
Jul 1998 - Present

Course 0200-Nortel Meridian 1 Options 11-81C Familiarization

Global Knowledge-Nortel
Aug 1998 - Present

Course 0301-Nortel Meridian 1 Options 11-81C Stations Moves, Adds, and Changes

Global Knowledge-Nortel
Aug 1999 - Present

Course 0300-Nortel Meridian 1 Options 11-81C Basic System Administration

Global Knowledge-Nortel
Feb 2005 - Present

Course 0229-IP Fundamentals

Global Knowledge
Mar 2005 - Present

Course 0365-VoIP Technologies

Global Knowledge
Apr 2011 - Present

AVA00831AEN-VoIP Technologies In Practice

Avaya University
Jul 2012 - Present

8672W-Avaya Agile Communication Environment Overview

Avaya Learning
Mar 2012 - Present

ATC00103WEN-What's New in CM 6.0

Avaya Learning
Jul 2012 - Present

ATC01681WEN-Avaya Aura Management Tools

Avaya Learnng
Jul 2012 - Present

ATI01441WEN-Avaya Aura Hardware

Avaya Learning
Jul 2012 - Present

ATU00171OEN-Session Manager General Overview

Avaya Learning
Jul 2012 - Present

ATU00180OEN-System Manager General Overview

Avaya Learning
Jul 2012 - Present

ATU00183OEN-System Manager Technical Overview

Avaya Learning
Jul 2012 - Present

ATU01730WEN-Avaya Aura Communications Manager Architecture & Features

Avaya Learning
Apr 2012 - Present

AVA00741AEN-Introduction To Call Center Operations

Avaya Learning
May 2005 - Present

Course 0641C-BCM Boot Camp

Global Knowledge-Nortel
Jan 2013 - Present

ATU00183OEN-Avaya Session Manager Technical Overview

Avaya University
Jan 2013 - Present

ATC00940WEN-Avaya WAN Services & MPLS SIP Technologies

Avaya University
Jan 2012 - Present

AVA00831WEN-VoIP Technologies In Practice

Avaya University