Michael L. Brown

2046 Wimbledon Drive   Allen, Texas 75013

Home/Mobile: 469-964-0652

Email: mibrown18@hotmail.com

 

Results-driven voice systems engineer with eighteen years of Avaya Aura expertise.

In-depth expertise in managing employees, transitions, vendors, design engineers, architecture, testing, implementation, project management, trouble resolution, analysis, optimization, capacity planning, auditing and documentation.

 

PHONE SYSTEMS            

Avaya Aura Communication Manger Rel 2.0 – 7.0

Avaya Aura Sessions Manager 6.3

Avaya Aura System Manager 6.3

Avaya Application Enablement Server

Avaya CMS and High Availability CMS – Rel 16,

Avaya Aura Messaging 

Avaya Messaging Web Client                       

Avaya Media Gateways – G430, G450, G650

Avaya Media Servers - S8300, S8500, S8700, S8800

Avaya Proactive Contact - Rel 5.1

Avaya Predictive Dialer - Rel 12.0

Avaya Experience Portal

Avaya Aura Contact Center

Avaya Aura Call Center Elite

Avaya WFO 12.1

Avaya One X Communicator

Avaya Session Border Controller for Enterprise

Avaya Conferencing (Scopia Desktop and Mobile Applications)

Avaya Virtual Desktop Interface (VDI)

Avaya IP Office Rel 9.0

Avaya Live – Video, Connect, Engage

Avaya Private Cloud Services

Avaya CPOD

Avaya CCaaS/UCaaS

Oracle SBC

Verizon – GTD5

Microsoft Lync Enterprise Edition 2010, 2013

vCloud Air

VMWare

Skype for Business

Verint – Rel 11

 

TRAINING

Microsoft Lync 2013 Boot Camp

Cloud Design and Implementation Boot Camp

Microsoft Exchange and O365 Boot Camp

Data Center Technology Boot Camp

                                                                                                                             

DESKTOP APPLICATION

MS Word, Excel, Outlook, PowerPoint, Visio, Avaya System Administration, Adobe, Telnet, Ping Utilities, FTP,  Remedy, Vantive, TrackIt, Cherwell Service Management Version 7.02

 

 

 

 

NETWORKING  

VMware, Cloud, LAN, WAN, TCP/IP, WINS, DHCP, DNS, NIS, NFS, SIP, H.323, 802.1, IPSEC, HTTP, Active Directory, Cisco ICM, Geotel, VoIP, Voice/PSTN architecture, Signaling: H.323, SIP, T1/E1, ISDN- BRI, PRI, DTMF/MF, AMI/B8ZS, NPA/NXX, 411, Emergency Services-911

 

AWARDS:

-          2012 HP Results Through Teamwork Recognition Award from HP Enterprise Services

-          2013 HP Living Our Values Recognition Award from Proctor & Gamble

 

CERTIFICATIONS:

-          Avaya Professional Solution Design (APSD)

-          Aruba Sales Specialist (ASS)

-          Juniper Networks Sales Associate  QFabric (JNSA)

-          Palo Alto Accredited Sales Expert (ASE)

 

PROFESSIONAL EXPERIENCE

 

KForce Contractor - HP Inc. (Remote)

Voice/UC Engineer                     August 2016 – Present

-          Architect and design the migration of 15,000 contact center agents to cloud telephony solution in the Americas, APJ and AMEA regions

-          Implementation of Orange Business Services and Genesys voice infrastructure

-          Integration of SIP and voice trunks with Lync / Skype-for-business (SFB)

-          Integration of voice gateways with Lync / SFB

-          Provide SIP Trunking and Session Boarder Security (SBC’s) architect and design direction

-          Provide expertise in DID porting, virtual DIDs and Toll-free numbers

-          Management of Dial Plans / numbering plans

-          Direct MS/SFB call route patterns, normalization rules and expressions

-          Provide expertise in Avaya UC/Contact Center deployments

-          Provide expertise in global Lync/SFB deployments and small-to-extra-large site designs

-          Provide expertise in design and deployment of emergency services on Skype for Business

-          Provide expertise in directing global WW telecom standards and regulations

-          Provide expertise in ITU Telecom Standards

 

Carousel Industries (Remote)

Pre-Sales System Engineer        October 2014-May 2016

-          Engaging with the front line sales team to support sales opportunities.  Activities include opportunity qualification, client issue discovery, solution development, and architectural design.  The SE-UC has access to Solution Architects and Design Engineer in all the practice areas (UC, Skype for Business, Video, and Data). 

-          Oversees all Voice Service Transition deliveries and ensure they match business and support requirements

-          Demonstrated advanced expertise in Microsoft Unified Communications technologies – in particular Lync / Skype for Business, Office 365 administration and IP PBX Telephony platforms.

-          Work with Sales Team to uncover/identify/qualify customer needs/ objectives;  Develop strategies and solutions that can be satisfied by Carousel Solutions portfolio

-          Lead technical sessions with clients to discover requirements and develop solutions; translate complex business requirements into solutions that address the identified business issues.

-          Responsible for integrating SIP and voice trunks with Lync/Skype-for-Business

-          Responsible for SIP trunking and Session Border Security

-          Reviews all Service Transition, migration and deployment plans within Voice to ensure that the appropriate capacity, resources and support controls are in place prior to release into production.

-          Conduct formal and informal presentations of solutions from a both a business benefit and technical perspective.

-          Good organizational and time management skills with strong attention to detail.

-          Excellent Executive and Operations level written and verbal communication and presentation skills.

o Communicate and present  Customer Benefits/ROI,  Solution Architecture

o Communicate our solution advantage/benefits vs. competitor solutions

o Strong tech skills/background to develop solutions and communicate with IT staff but also elevate conversation to C level (communicate technical concepts in non-technical terms.)

 

 

Hewlett Packard(Remote)                                      September 2011 – April 2014

Technical Consultant Lead – Avaya

-        Provided VoIP direction to external customers and internal project teams

-        Responsible for VoIP, Skype for Business technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs

-        Oversees all Voice Service Transition deliveries and ensure they match business and support requirements

-        Provides reporting and analysis on resource usage, project/transition progress to senior level stakeholders.

-        Created and maintain effective customer relationships so as to insure customer  satisfaction

-        Maintained knowledge of leading edge technologies and industry/market domain

-        Actively contribute to HP’s VoIP solutions portfolio by providing information and programming ranging from technical knowledge to methodologies based on experience gained from Proctor and Gamble MS Lync 2013, MS Office communicator, Avaya Communication Manager 6.0, centralized modular messaging voice mail and Avaya Session Manager , Avaya System Manager, Avaya Modular Messaging, Avaya Proactive Contact Rel 5.1, Avaya Voice Portal Rel 6.0 and Nice projects

-        Directed and supervises 8 Avaya engineers within area of expertise

 

British Telecom – Manpower (Remote)                                      January 2011 – July 2011

Technical Project Manager – Contractor

-        Provided detail VoIP knowledge and experience of the Avaya S8800 IP PBX, ACM6.0/MMS5.3, Avaya Proactive Contact Rel 5.0, Avaya Voice Portal Rel 6.0, MS Lync 2013and Nice through all phases of lifecycle: programming, design, configuration, implementation, operations

-        Reviewed customer selected Avaya kit, design, configuration, Bill of Materials and pricing

-        Provided High Level Detail/Low Level Detail for site upgrades working with vendors

-        Ensured compliance with international regulatory guidelines

-        Managed standard PBX feature sets IPT architecture and issues: Packetization, VAD, SS/MGWs, Jitter, Latency, COS, Security, Firewalls, Session border Controllers, SIP, H.323, TDM Trunking (E1/T1/J1, BRI, PRI, Ground-Start, Wink-Start, Loop-Start, etc), Hunt Groups,
Codecs, Signaling Protocols (QSIG/Q.931, R1/R2 CAS, FXO/S, NI2, TR41459, HKTA2015)

-        Managed Computer/Telephony Integration (CTI), Cisco Unity Voicemail, Network Management SNMP

-        Managed a 7 global engineers supporting Proctor and Gamble’s local and international branches

 

 

McAfee, Inc. – Plano, TX                                      June 2010 - October 2010

Senior Voice Engineer - Contractor

-        Redesigned contact center telephony infrastructure to a worldwide VoIP architecture

-        Managed 4 engineers through the planning and implementation of switch unification for nationwide Avaya voice and TDM call center operations

-        Managed, programmed and supported multi-language call centers, Avaya CMS, ASA, AES, Verint call recording, Nice call recording, Symon wallboards, MS Lync 2010, Definity switch platforms from IP Office, through Prologix, Si, G3r and Communications Manager, Avaya Proactive Contact Rel 4.2, Avaya VoicePortal Rel 6.0, Avaya One-X. Modular Messaging, Definity and Intuity voicemail platforms , Call Manager administration in a TDM and IP environment, skill based routing, call vectoring, announcement management, ISDN trunking, Voice over IP, digital and IP handset management, IP Softphone, IP Agent, AAR and ARS routing, private voice networking and dial plans

 

Stream Global Services, Inc. – Richardson, TX                    August 2008 – March 2010

Senior VoIP Engineer

-        Provided guidance and communication, designate work priorities, manage cost control, offer creative solutions while planning and overseeing the installation of networking, voice and data projects

-        Reviewed requirements and quotes to redesign the contact center architecture worldwide to support Nike, Dish Network, Sirius Radio and Redbox.                                                                                      

-        Performed audits, documented best practices and conducted  performance analysis                                       

-        Designed, programming and support global Avaya VoIP, Avaya Proactive Contact Rel 4.0, Avaya VoicePortal Rel 5.0, Cisco ICM call routing, CMS, eCAS, Nice and Verint call recording      

-        Optimize infrastructure and its associated software, including IP- PBXs, call management systems, voice mail, computer telephony integration and interactive voice response                                                                       

-        Acted as the senior problem solving support for all deployed telecommunications systems                        

-        Maintained, troubleshooting, and repair legacy telephony equipment. Where necessary, plan for phasing out of legacy telecom systems and other switch-based technologies                                                                         

-        Maintained SLAs for all organizational IP telephony applications and provide escalation support for Legacy TDM-based ACD/PBX solutions                                                                                           

 

Mannatech, Inc. – Coppell, TX                                              March 2005 – July 2008

Lead Telecom Engineer

-        Provided leadership with technical guidance and communication, designate work priorities, manage cost control, offered creative solutions and overseeing the installation of networking and voice and data projects.

-        Provided training to all 6 Avaya engineers on best practices for global  VoIP optimization

-        Perform audits, document best practices, and user response time, and conducted performance analysis.

-        Provided engineering, programming and support for Avaya Proactive Contact Rel 4.0, Avaya VoicePortal Rel 5.0, Verint, Genesys, Cisco ICM global voice routing, Nice, Right Fax and Blackberry enterprise software

 

Sprint PCS - Ft. Worth, TX                                                    October 2002 - March 2005

Avaya Solutions Specialist III

-        Provided Avaya traffic analysis to include: trunk groups, automatic route selections, vectoring, call flows

-        Maintained a comprehensive knowledge of the (current and future) policies, processes, system

-        applications and products

 

PepsiCo - Addison, TX                                                            June 2000 - October 2002                

Senior Avaya Specialist

-        Provided Avaya Tier III support for all divisions

-        Conversion of domestic local and long distance voice services

-        Responsible for design, architecture, testing, procurement and implementation of PepsiCo's voice  

-        technology to include: Avaya, Avaya Proactive Contact, Avaya VoicePortal, Nortel and Mitel PBX, Voice Mail systems, VOIP networking, Avaya Conversant and Edify IVR, Cisco ICM call routing, paging, local and long distance services, NICE and Genesys call recording, wiring plans

-        Developed plans according to design standards and telecommunication reviews for PBX, CTI and Voice mail

-        Managed telephony service providers to ensure on-time delivery and least cost of services provided

 

Verizon - Irving, TX                                                               April 1999 - June 2000                  

Avaya Voice Specialist - Network Online Support

-        Evaluated network performance and resolved problems with Avaya 5ESS and Nortel DMS 100/200

-        Provided design, testing, provisioning, call vectoring for Avaya and Nortel Class 5 switches, Cisco ICM call routing, VOIP and Avaya Definity ACD

-        Provided 24-hour on-line technical support to ensure GTE's network quality

 

Octel/Avaya - Dallas, TX                                                                     September 1993 - April 1999

Senior Avaya Network Analyst

-        Avaya Tier III support for global voicemail messaging for (Bank of America, Blockbuster, Texas  

-        Instruments, Silicon Graphics)

-        In-depth project management and engineering of Avaya and Nortel PBX's, Octel, Audix, VMX, Proactive Contact Predictive Dialer, Avaya VoicePortal, Nortel voicemail servers and Avaya Conversant, Edify IVR, VOIP, CTI, equipment refreshes, Y2K, migrations and office site moves/relocations

 

EDUCATION

3/2002      DeVry University           US-Irving, TX.

Bachelors of Science in Technical Management

 

6/1993      ITT Technical Institute    US-Garland, TX.

Associates of Occupational Studies Degree in Electronic Engineering Technology