SKILLS

• All Windows Operating Systems, Active Directory, CentreVu CMS, Microsoft Office Suite, Norton Anti-virus, Avaya Site Administrator (Definity/Intuity), Novell Netware, MSDOS, Various' other application, Adobe (Reader/Writer), Remedy Ticket System, Witness (capture, evaluate and analyze), AutoCrib 5.3 to 6.1, RoboCrib 5.3 to 6.1, Microsoft SQL, ASPSync, AutoPoll, Firmware.

EXPERIENCE

Looking for work                                                                                             Feb 2014 - Present

Airgas Great Lakes, Toledo, OH                                                                     Apr 2011 - Feb 2014

IT Vending Technician- Industrial Inventory Management Solutions and Operations

• Managed and Provided all Machine Installation, Repair & Support (on-site, phone, email, and remote) as needed and required to both internal and external customers for Industrial Vending Equipment (AutoCrib and CribMaster Inventory Management Solutions) from home office.
• Responded to customer requests for assistance in a timely manner based on established guidelines.
• Resolved all requests for support in a timely manner.
• Resolved issues within the guidelines established for the various priorities and Quarterly Preventive Maintenance.
• Communicated with the user on progress in resolving case issues.
• Provided regular status updates for critical and high priority open issues.
• Provided bi-weekly updates for medium and low priority open issues.
• Proposed a viable workaround when possible.
• Made every effort to provide alternate means to fulfill a task that a customer is attempting to perform.
• Documented all workaround in the case tracking system.
• Other duties included PC configurations, Internal help desk, setting up and maintaining simple networks, Roles and Responsibilities for internal and external customers, product testing, software testing, and technical writing in an inter-department collaborative environment.

Field Nation, Minneapolis, MN                                                                        Apr 2008 - Apr 2011

Remote Field Technician

• Computer/ Software Installations, Computer Peripheral, Point of Sale (POS), Desktop Support.
• Server Hardware & Software Installations.
• Network Router/Switch, Wireless, Low & High Voltage Cabling (CAT5, CAT5e, Fiber Optics/G-BIC and Coax, 2-pair Analog and Digital, Circuit Identification and Installation.
• Printers, Copiers and Fax.
• Telecom and VoIP Installation and trouble shooting, ATM.
• General Electrical Wiring.
• Home Electronics & Entertainment, Home Theater & Flat Panel TV, Multimedia.
• Closed Circuit TV / Surveillance Equipment.
• Kiosk.

IBS -International Business Systems Inc., Cincinnati, OH                               Jul 2010 - Aug 2010

Telecom Engineer/Analyst

• Supported Avaya Definity/Intuity Audix, Merlin, Nortel, Cisco VoIP systems onsite and through remote.
• Provided programming of ACD, VDN, Vectors, Trunk Groups, Hunt Groups, T1, CSU/DSU, DS1, IVR Conversant, CMS and Witness Call Monitoring and Recording.
• TDM, TDMA, IPT and (SIP) Session Initiation Protocol Trouble shooting and conversion where needed.
• Installed CAT5, CAT5e, Fiber Optics/G-BIC and Coax when needed.
• Provided full support of voice mail and voice network services (local and long distance).
• Used Call center technology and terminology for all MAC's.
• Coordinated and maintained relationships with/between vendors (billing and invoice), telecom staff and end users to order and coordinate installation of all equipment moves and services.
• Managed the coordination and implementation of all telephony services, vendors, equipment and technical/operational support.
• Responsible for daily move, add, and changes and trouble resolution as needed to maintain SLAs.
• Established training and documentation methodologies for technical staff and end users.
• Set-up call routing and trouble shooting.
• Used Witness (capture, evaluate and analyze customer interactions).

Rexam Inc., Perrysburg, OH                                                                           Jul 2008 - Sep 2009

Telecom Project Manager/Administrator

• Managed the Telephony implementation of Avaya G3i to Avaya VoIP upgrades for 12 locations.
• Applied for a new circuit, changed the circuit number, received approval and coordinated with AT&T and Avaya for installation.
• Negotiated Avaya maintenance agreements for 12 locations.

St. Joseph's Mercy Health Hospital, Ann Arbor, MI                                       Aug 2007 - Nov 2007

Telecom Engineer

• Programmed 300+ Avaya SpectraLink Wireless phones (3620, 3626, 3641 and 3645), desktop support.
• Provided support for Avaya 87xx, 85xx, 83xx platforms, Modular Messaging 5.0, Unified Messaging, Nortel Unified Communications, Music on Hold, Software and Service Pack Upgrades.
• Provided Moves, Add, Changes (MAC) on Nortel Technologies and Messaging. Created VDNs, Vectors, Trunk Groups and Hunt Groups.
• Setup Agent skills (EAS), routed Call Management Services (CMS) for the Hunt groups and Agent skills with the used of Centre Vue (CMS) and Witness to setup Agent skills for inbound and outbound call monitoring.
• Coordinated and maintained relationships with/between vendors (billing and invoice), coordinated telecom staff of installation of all equipment moves and services.
• Wrote and resolved tickets using the HEAT Monitoring System.
• Established training and documentation methodologies for technical staff and end users.
• Setup call-routing.

Combest- Pittsburg Medical Centers, Pittsburgh, PA                                      May 2007 - Jun 2007

Professional Services Engineer (Contract)

• Wrote vectors and announcements for Avaya G3i, Avaya 87xx, 85xx, 83xx platforms Definity/Intuity Audix, Merlin, Nortel, Cisco VoIP systems onsite and remotely, desktop support.
• Assigned Music on Hold, Made changes in Modular Messaging, Unified Messaging and Call Pilot, also did Software and Service Pack Upgrades.
• Added or changed ACDs, VDNs, Vectors, Trunk Groups, Hunt Groups, and Agent Skills (EAS).
• Provided full support of voice mail and voice network services.
• Used Nice Call Recording and Monitoring and Witness (capture, evaluate and analyze customer interactions) CMS.
• Set-up call routing and troubleshooting.
• Coordinated and maintained relationships with/between vendors (billing and invoice), telecom staff and end users to order and coordinate installation of all equipment moves and services.
• Responsible for all daily moves, add, changes, and trouble resolution as needed to maintain service level agreements.
• Established training and documentation methodologies for technical staff and end users.

Buckeye Telesystem, Toledo, OH                                                                     Jun 2006 - Mar 2007

Carrier Management (Contract)

• Carrier Management of Virtual Collocation (billing and invoice) and desktop support.
• Applied and oversaw beginning to end of Virtual Collocation set-up thru FCC Tariffs of ILECs such as AT&T, Verizon, Embarq (Sprint), Contract Negotiations, SLAs.
• Gathered collocation information from Engineers to apply for virtual collocations.
• Coordinated Set-up of virtual collocation equipment installs and equipment.
• Set-up fiber pull from manhole 0 to inside collocation site with OC-3, OC-12, OC-48, and DS0 to DS-3, up to 10Gig or OC-192 with use of Protect Cards, Timing Cards and all Hardware.
• Compared rates with Verizon, AT&T, and Embarq then updated our rates for servicing new and existing customers
• Contract negotiations/updates with all ILEC Tariffs, SLAs.

Ford Motor Credit Company, Dearborn, MI                                                  Dec 2005 - May 2006

Telecomm Engineer/Analyst (Contract)

• Voice telephony engineering/programmed and supported Avaya 87xx, 85xx, 83xx platforms Definity/Intuity Audix Voicemail, Cisco VoIP systems onsite and offsite through remote and desktop support.
• Installed and Configured Avaya Hosted Contact Center R3.1 IC/OA Feature Enhancements.
• Made changes to NORTEL Systems and Call Pilot Voicemail.
• Provided Software, Service Pack Upgrades.
• Provided Hardware/Software (ASA), ACD, VDN, Vectoring, Trunk Groups, Hunt Groups, T1, CSU/DSU, DS1, COR, COS, CDR, VRU/IVR, CMS and Call Reporting with Some Nice reporting changes.
• (SIP) Session Initiation Protocol, BRI/PRI and IPT conversions.
• Used Call center technology and terminology for all MAC's.
• Coordinated and maintained relationships with/between vendors (billing and invoice), telecom staff and end users to order and coordinate installation of all equipment moves and services.
• Helped team manage the coordination and implementation of all telephony services, vendors, equipment and technical/operational support.
• Used GIRS Ticket System.
• Responsible for daily move, add, changes, and trouble resolution as needed to maintain systems and service level agreements.
• Established training and documentation methodologies for technical staff and end users.
• Used Nice Call Recording and Monitoring, Witness (capture, evaluate and analyze customer interactions).
• Researched and analyzed telecom activity Traffic to create Diagnostics Reports.

Cambridge ISGI, Solon, OH                                                                           Aug 2004 - Nov 2005

Sr. Telecomm Engineer /CMS Administrator (Contract)

• Supported Avaya Definity/Intuity Audix, Merlin, Nortel, Cisco VoIP systems onsite and through remote and desktop support.
• Provided programming of ACD, VDN, Vectors, Trunk Groups, Hunt Groups, T1, CSU/DSU, DS1, IVR Conversant, CMS and Witness Call Monitoring and Recording.
• TDM, TDMA, IPT and (SIP) Session Initiation Protocol Trouble shooting and conversion where needed.
• Installed CAT5, CAT5e, Fiber Optics/G-BIC and Coax when needed.
• Provided full support of voice mail and voice network services (local and long distance).
• Used Call center technology and terminology for all MAC's.
• Coordinated and maintained relationships with/between vendors (billing and invoice), telecom staff and end users to order and coordinate installation of all equipment moves and services.
• Managed the coordination and implementation of all telephony services, vendors, equipment and technical/operational support.
• Responsible for daily move, add, and changes and trouble resolution as needed to maintain SLAs.
• Established training and documentation methodologies for technical staff and end users.
• Used Witness (captured, evaluated and analyzed customer interactions).

Noveon Inc., Brecksville, OH                                                                          Jun 2003 - Jul 2004

Telecommunication Engineer/PC Specialist III/Network Technician (Contract)

• Responsible for voice telephony programming and support of Avaya Definity/Intuity Audix and desktop support.
• Provided programming of all ACD, VDNs, Vectors, Trunk Groups, Hunt Groups, T1, CSU/DSU, DS1, CMS
• Set-up of call routing and trouble shooting.
• Responsible for daily move, add, and changes, cross connects/punch downs and trouble resolution as needed to maintain SLAs.
• Installed CAT5, CAT5e, Fiber Optics/G-BIC and Coax when needed.
• Maintained CMS updates (Unix)
• Coordinated and implemented telephony services, vendors, equipment and technical/operational support, contracts and some billing and invoice.
• Set-up all national/international video conferencing set-ups.
• (SIP) Session Initiation Protocol, BRI/PRI and IPT Trouble shooting and conversion.
• Assisted in cross over to Microsoft Outlook for Novell Networks.
• Updated new and existing Microsoft Outlook profiles and users.
• Installed and maintained Networks.
• Maintained and set-up all VPNs for end users.
• Assisted in upgrade to Cisco VoIP; server installation, patch panels, cut sheets and testing.
• Established new standards of excellence for end user support.
• Hands on responsibility for troubleshooting and repairing network connections.
• Supported PC hardware/software for end users.
• Responsible for Desktop Support.

Bunting Corp, Delta, OH                                                                                 Aug 1998 - May 2003

Casting Operator, Setup Man

• Continuously casted bars, setup tonnage crucibles.
• Gas lines, bag house ventilation, electrical connections, thermostats temp control.
• Hydraulics lines and fluids, water cooling systems for casting.
• Setup coolers and dies for casting, set timing of casting operations.
• Troubleshot and repaired casting machines.
• Practiced all safety regulations in all aspects.
• Tow Motor/Fork Lift (electric and propane- 1, 2 and 3 stage certified).

EDUCATION

Stautzenburger College                                                                                     2000 - 2001

• Major- 4-In-40 Program.
• A+, NET+, MCA, CCNA.

Owens Community College                                                                              2002 - 2003

• 1 Year Computer Science for Bio-Med.

Avaya                                                                                                               2003 - 2004

• Telecommunication Administration Engineer Certification.