Avaya Telephony Professional

1/2007 - 1/2009

OpTech

Contractor / Freelance

• • Provide experienced Telecom administrator for Avaya Communications Managers, (G3, G3SI, etc.) • Execute Mac’s changes (moves, adds, changes & deletes) • Execute Octel Voicemail changes • Troubleshoot and resolve trouble tickets and communicate with Service Center • Support site coordinators with project work connected with switch upgrades • Provide documentation updates for use on Telecom share drive • Work with vendors (Avaya, Qwest, etc.) to resolve trouble tickets with circuits and equipment • Conduct research for projects assigned by management • Experienced in ACD call center environment, VDN’s, vectors and use of CMS (Call Management System) and CMS supervisor.

11/2004 - 12/2006

Hastings Mutual Ins

Individual Contributor

• • Support and maintained the entire voice network including Avaya G3SI PBX system, Intuity voice mail, pagers, BCMS reporting for call centers, and capital projects • Supply and coordinate onsite labor and material for voice systems for the organization, and inventory functions. • Support system hardware installations and upgrades. Provide 24/7 support for hardware failures. • Support Telecom Manager in coordinating and maintaining efforts of providing stable and cost effective communications platform. • Provide support for voice equipment for various remote user locations. • Administrator for routine Moves, Adds, and Changes, punch downs, Troubleshooting and repair. • Design and implementation of Call Canter Telephony services including: ACD, Vectors, skills routing, BCMS call management, Voice-mail-Real-time and historical reporting systems. • Work with management teams to assist in the design of Call Centers, announcements and related telecommunication systems and services. • Maintain billing invoices and working relationship with various telecommunication vendors. • Develop training material & train company employees on the latest telecommunication equipment and features

9/1986 - 10/2002

Steelcase

Individual Contributor

• • Designed, implemented, and maintained the entire voice network including Avaya G3r PBX system, voice mail, pagers, cell phones, Ascendent Mobile extension, CMS reporting for call centers, and capital projects • Performed detailed analysis and monitored all telecommunication functions to persistently improve performance and reduce cost by 30% • Leader of team that initiated new wireless voice application • Construction of cell site and installation of infrastructure in 12 buildings to enhance cellular signal and use of Ascendant Mobile extension as a wireless solution • Facility project manager for upgrades (complete wiring of new building, furniture, and equipment installation) including relocation of several hundred employees • Supervised and motivated a team of 8 technicians/contractors in achieving telecommunication and business goals • Performed detailed analysis, reviewed over all cost and reduced cellular rate plans for end users when appropriate • Consult with department managers to provide new technology to help the end user work more efficiently • Member of team that coordinated new effort with cellular providers for online ordering system • Developed procedure and trained day to day staff of 6 on order and customer service process • Managed the Nextel cellular phone program for 1800 users • Developed service and repair process for Nextel cellular phone program • Managed the pager program for over 2500 end users • Headed up team to produce RFP for new pager vendor • Developed relationships with pager vendors to review over all use and reduce cost by 50% • Managed and coordinated effort to change out 2500 old pagers and numbers to new pager provider • Managed team of 3 employees and outside vendors to replace all old video equipment in facilities throughout the US • Coordinated with company’s IT, Engineering, Provisioning, Order Entry and Billing organizations for successful development of strategic IT plans • Communicated effectively with senior executives and staff to develop and implement strategic IT plans and budgets • Trained company employees on the latest telecommunication equipment and features

1969

High School/GED Degree

Caledonia High School

• Business