Experience

Sky Communications, Inc.

• IT System Operations and Maintenance
• 1 - 100 Employee

• Help Desk Analyst

  • Apr 2022 - Present

  Analyze and resolve computer-related telephony issues for public-facing call center agents. Analyze and resolve computer-related telephony issues for public-facing call center agents.



Amazon Fullfilment Center

• United States
• Retail
• 100 - 200 Employee

• Fulfillment Associate

  • Nov 2020 - Jun 2022

  Receiving and stowing grocery store type merchandise, picking customer orders, inventory checks and removals. Resigned after starting a full-time telecom support role. Receiving and stowing grocery store type merchandise, picking customer orders, inventory checks and removals. Resigned after starting a full-time telecom support role.



MATRIX Resources

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Voice Network Engineer @ CenturyLink

  • Aug 2018 - Aug 2020

  Monitor and respond to voice system alarms and trunk outages. Triage to determine if trouble cause is voice equipment, power, data network or voice carrier based. Create and update incident tickets in internal service management systems. Open repair orders with carriers and obtain regular updates. Communicate status of active issues with peer-level teams, and to internal and customer management, as appropriate. Manage incoming ticket queue; assign to team members or peer groups. Diagnose and resolve incidents for phone users and complete service requests. Show less



SLAIT Consulting

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Voice Engineer @ Carmax

  • Dec 2017 - Aug 2018

  Planned and coordinated migration of CarMax stores from stand-alone phone and voicemail systems to their central voice systems. Planned and coordinated migration of CarMax stores from stand-alone phone and voicemail systems to their central voice systems.



Apex Systems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• VoIP Engineer

  • Jun 2017 - Oct 2017

  • Implemented conversions of bank branches from legacy phone systems to corporate Cisco UC network of 500+ locations handling about 8-10 per week. Coordinated work of on-site field technicians and number porting by voice carrier. Tested Auto Attendant functionality and calling capabilities. • Resolved level one voice incidents and completed user requests in Service Manager queue. • Implemented conversions of bank branches from legacy phone systems to corporate Cisco UC network of 500+ locations handling about 8-10 per week. Coordinated work of on-site field technicians and number porting by voice carrier. Tested Auto Attendant functionality and calling capabilities. • Resolved level one voice incidents and completed user requests in Service Manager queue.



HCL Technologies

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Voice Administrator for Gulfstream Aerospace

  • Apr 2012 - Mar 2017

  Provided remote technical support of the client’s mixed environment of Telephone and Unified Communications systems during a migration from Avaya telephony to Cisco Unified Communications technologies. Responded to, analyzed and resolved trouble incidents and completed end-user service requests. Administered user devices and accounts in CUCM, CUC and WebEx. Advised service desk supervisors regarding Unified Communications issues.  Coordinated implementation of voice services between end client’s voice network and employer’s remote support center. Functioned as point of contact between employer’s global telecom team in India, the stateside operations and service desk managers, and the client’s telecom lead.  Analyzed telecom manufacturer’s support quote and identified potential cost savings involving reductions of installed hardware and license counts. Reduction of licenses was implemented with a savings of $8800. Show less



The Ascendant Group

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Telecom Technician at Amerigroup healthcare

  • Oct 2011 - Mar 2012

  Performed moves, adds, changes and disconnects (MACD) in Avaya PBX and related telephony systems. Utilized tools and test sets to perform phone set placement, installation and troubleshooting in a call center environment. - Migrated department of 40 users, including 24 call center agents, from digital sets to IP phones as part of a pilot to migrate all call centers in the client company’s national service center - Organized Identified recurring trouble reports as a problem and worked with support vendor and selected users to identify a fix. Show less



Software Engineering

• Bangladesh
• Software Development

• Telecommunications Specialist III

  • Jun 2011 - Sep 2011

  Installed Category 6 structured cabling in a variety of environmental and security situations. Performed installation and troubleshooting of inside to outside plant connections for phones and data circuits. Connected and configured Nortel type IP telephone sets. Installed Category 6 structured cabling in a variety of environmental and security situations. Performed installation and troubleshooting of inside to outside plant connections for phones and data circuits. Connected and configured Nortel type IP telephone sets.



Tricom Communication Services, Inc.

• Technical Support Specialist

  • Apr 2011 - Jun 2011

  Provided remote technical support to Avaya system customers and informational support to internal technical and sales staff. Evaluated alarms generated by client’s phone systems. Provided remote technical support to Avaya system customers and informational support to internal technical and sales staff. Evaluated alarms generated by client’s phone systems.



Quintiles

• Spain

• IT Infrastructure Analyst

  • Nov 1998 - Jan 2011

  Provided customer service to telephone users and supported Avaya communications system operations at multiple locations as part of a global team. Coordinated large and small communication system projects while working closely with equipment vendors Provided customer service to telephone users and supported Avaya communications system operations at multiple locations as part of a global team. Coordinated large and small communication system projects while working closely with equipment vendors



Perot Systems

• United States
• Information Technology & Services
• 1 - 100 Employee

• Telecommunications Specialist

  • May 2000 - Nov 2005

  Provided operational and troubleshooting assistance to local IT staff in a dozen offices across the North American region. Coordinated technical activities of five member telecom team to provide customer service for telephone users in locations across the US and Canada. Provided operational and troubleshooting assistance to local IT staff in a dozen offices across the North American region. Coordinated technical activities of five member telecom team to provide customer service for telephone users in locations across the US and Canada.



Kelly IT Resources

• Communications Technician

  • Jul 1997 - Nov 1998

  Installed and relocated Centrex telephones and Local Area Network connections to desktop computers for new and relocated workers. Installed and relocated Centrex telephones and Local Area Network connections to desktop computers for new and relocated workers.