SENIOR TELECOMMUNICATIONS ENGINEER / TELECOMMUNICATIONS ARCHITECT

Highly accomplished Telecommunications Engineer with more than 15 years of experience providing technical leadership, telecommunications network planning, project management, training and customer service expertise to the telecommunications industry.  Effective liaison skills with demonstrated ability to identify and manage strategic relationships with customers, management, and vendors.

 

PROFESSIONAL BUISNESS EXPERIENCE

 

Confidential    Renton, WA                                                          (3/2012 – Current)

              Senior Telecommunications Engineer for Enterprise Applications, Washington, California –

Currently design, develop strategy, and engineer voice services for a major healthcare provider for 457 sites across 5 states. Direct engineering and escalation support for WA, CA, and MT. Sites include major healthcare sites with 24 / 7 uptime requirements and patient safety requirements.

Job responsibilities include providing technical leadership for voice services team, leadership to voice engineering team, design engineering, support management and architect in a consulting role, research, review, and develop technology products to replace legacy and aging applications in the voice environment, manage vendor relationships for carriers and hardware VARs, escalations from voice team as level 3 support for Avaya Communications Manager systems and ancillary devices,  manage capital budget and requisition for lifecycle purchases for enterprise voice services, manage dial plan designs, review contract and SLA positions for vendors and purchases, work with legal counsel for contract signature, develop training curriculum for team members.

Created a single disaster recoverable and highly available enterprise voice environment for applications in a major managed data center spanning geographically disparate regions for recovery.

Designed and implementing a private SIP cloud fabric based on Avaya Session Manager and Acme Packets SBCs to support all voice applications within organization, Developed and maintaining a project plan to provide service to internal sites using SIP structure as a private “LEC” environment, Implemented changes to reduce the amount of overall trunks in the voice environment using SIP design as the replacement technology to reduce expenditure.

Technologies responsible for – Avaya Aura and Communications Manager, Acme Packets, Avaya Session Manager, Cisco switches and routers, Juniper switches, Infoblox DHCP Servers, MS Lync 2010, Nuance Dragon, Avaya CMS, Aura Messaging

 

 

Premera Blue Cross              Mountlake Terrace, WA                                                                  (3/2010 – 3/ 2012)

Senior Telecommunications Engineer / Telecommunications Architect – My duties while employed by Premera Blue Cross were to provide Strategy, Oversight, Direction, and Design for voice and ancillary applications. Directly interfaced with leadership to help drive telecommunications standards and practices. Provided leadership to voice team for day to day operations and ongoing projects. Provided architectural direction and financial comparisons for call center telecommunications applications. Provided strategy vision for Senior Leadership on voice applications.

Duties included recommending and designing telephony infrastructure, providing direction and future design elements for voice and ancillary services, vendor management, and contract negotiations for telephony systems. Managed budget, capital management, and contract process for voice projects and upgrades.

Day-to-day technical responsibilities were to provide direction design for the voice services. Managed and provided consulting for call center and business customers. Provided engineering and support for new implementations and projects. Developed budgetary considerations for projects and vendor relationships for voice services, work with call center and business management to interpret project requirements and provide direction on telecommunications applications.

The technologies directly supported in this position Are:  Avaya Communications Manager, Avaya Modular Messaging, Avaya Aura Call Center Suite, Edify IVR, Avaya IP Agent, Avaya ONE-X Communicator, Avaya CMS supervisor, Acme Session Border Controller, Envision, AT&T Carrier Services

 

 

Verizon Wire Line , Inc.                            Thousand Oaks, CA                                                                  (9/2007 – 3/2010)

Lead Voice Engineer – As a Voice Engineer, provided dedicated voice support for a major medical insurance corporation.  Primary responsibility was for the maintenance and provisioning activities at two core sites, with 3000+ call center agents at each location.  These core sites host up to six remote locations each, in a multi-state network design that includes an offshore call center solution. 

Day-to-day technical responsibilities were to monitor the health of the voice network, including the core site Avaya S8700 servers and their ancillaries, respond to out-of-service conditions, consult with customers, project managers and technicians on projects, MAC and break/fix issues.  Provide engineering and support for new project installations and expansions, including Avaya VoIP telephony, and maintain switch and network integrity.

The technologies directly and/or indirectly supported in this position were: Avaya CM 5.2 /6, Avaya S8700 servers, Avaya Audix, Avaya Modular Messaging, call center call processing through Edify IVRs, with Genesys routing, RightFax, Apropos, quality monitoring systems - Witness and NICE, Avaya IP Agent 4 & 5 and CMS CentreVu .

 

Choice Solutions, LLC                                          Overland Park, KS                                                    (5/2007 -8/2007)

Senior Telephony Engineer - Supported customers as an Avaya Business Partner. Provided technical support on Avaya Media Gateway Servers (S8x00 Solutions), including installation and upgrade services.

 

Verizon Select Services, Inc.                            Thousand Oaks, CA                                                       (4/2004 – 5/2007)

Voice Engineer and Lead – As a Voice Engineer, provided dedicated voice support for a major medical insurance corporation.  Primary responsibility was for the maintenance and provisioning activities at two core sites, with 3000+ call center agents at each location.  These core sites host up to six remote locations each, in a multi-state network design, that includes an offshore call center solution. 

Day-to-day technical responsibilities were to monitor the health of the voice network, including the core site Avaya S8700 servers and their ancillaries, respond to out-of-service conditions, consult with customers, project managers and technicians on projects, MAC and break/fix issues.  Provide engineering and support for new project installations and expansions, including Avaya VoIP telephony, and maintain switch and network integrity.

 

The technologies directly and/or indirectly supported in this position were: the Avaya S8700 servers, Avaya Audix, Avaya Modular Messaging, call center call processing through Edify IVRs, with Genesys routing, RightFax, Apropos, quality monitoring systems - Witness and NICE, Avaya IP Agent 4 & 5 and CMS CentreVu .

As Lead Technician, responsibilities included, but were not limited to: assisting management with the day-to-day technical operations of the 18+ member voice team, as well as the distribution of M/A/C. tickets and the associated record keeping.  Provided out-of-hours technical support and out-of-hours on-call coverage; developed and mentored less-skilled technicians; and acted as the first point of contact for technical matters and customer escalations.  Frequently represented management in internal and customer-facing meetings.  Additionally, acted as In-Charge in the manager’s absence.

 

Spenser Communications                                 Irwindale, CA                                                      (2/2004 – 4/2004)

Telecom Systems Engineer - Supported customers as an Avaya Platinum Touch Business Partner.  Worked as a field engineer, performing installations of new systems, software licenses and hardware upgrades.

Supported the implementation of Avaya G3R, IP Office, S8100, S8300 and S8700 switches.   Developed and supported VoIP telephony networks, Call Center / ACD designs and programming.  Also supported IP Office, as a specialist.

 

 

 

 

CERTIFICATION and TRAINING

ITIL Certified                                                 SQLSoft

Avaya ACS Curriculum                                Avaya University Certification  (In Progress)

Genesys Administrator                              Genesys Administration Courses                           San Francisco, Ca

IP Office Certified                                       Avaya University Certification

Avaya Certified Switch Administrator      Sumaria / Avaya Training center                                  Pasadena, CA

TCP/IP Implementation New Horizons /Hughes Institute for Professional Development      El Segundo, CA