• Provided superior customer service to Aerial Communications subscribers

  • Chosen to be part of a new queue/skill that would suggest new services to subscribers

  • Assisted with billing concerns, questions, issues and applied 

  • Applied payments to subscriber accounts and assisted them with payment plans

  • Troubleshot device issues and questions over the phone

  • Participated in offline training to learn about new billing plans and devices

  • ​Adhered to Login/Logout schedule

  • Technical and team lead for Enterprise Communications, Fault Management

  • Telephony and maintenance support on multiple PBX platforms on a national level - sites including: Regional and Corporate Business Offices, Mobile Switching Offices, Financial Service Center (HQ), and 2k+ T-Mobile retail stores

  • Supported Avaya PBX and voicemail systems including S8XXX, Partner, and Magix

  • Voicemail systems including Modular Messaging, Intuity Audix, Definity Audix, and Partner Messaging, Nortel Call Pilot

  • Maintenance and support on Nortel PBX and voicemail systems including BCM 50/400 Created playbooks for eBRP disaster recovery

  • Polycom video conferencing support and troubleshooting via IP and ISDN

  • Creation of SIS for Change Requests

  • 24/7 On-call support rotation


T-Mobile USA - Frisco, TX

Analyst III, Enterprise Communications

July 1998 - June 1999

April 2006 - June 2012


T-Mobile USA - Tampa, FL

Technical Specialist II, Call Center Technologies

My Experience

  • Desktop support position for 500+ seat call center and annex

  • Windows Server support

  • Laptop/Blackberry/Desktop support with MS Outlook integration

  • Supported Compaq and Dell desktops and laptops

  • Installation/configuration/maintenance of printers, plotter and fax machines

  • Support of SCALA reader boards

  • Responsible for off-site storage tape vendor management

  • Call center application outage reporting to Command Center bridge

  • Audio/video/conference room support

  • Security PC/camera/badge system support and upgrades

  • Muzak system support

  • On call rotation 

  • Support, monitoring and maintenance of converged Avaya CM and Cisco UCCE ICM/CUCM/CUBE/CUSP/CVP environments.  High-availability, geo-redundancy.

  • Avaya System/Session Manager, AES, CMS front/back-end support, Aura Messaging, Modular Messaging, Intuity Audix, Intuity Audix LX, AOS Portal ticketing system, Remedy Ticketing system, HOMER ticketing system, PIER ticketing system

  • Experience with Avaya Aura SIVR EPM and MPPs

  • Genband Session Border Controller reporting and configuration

  • Tier 3 escalation point for Enterprise Communications and ITA teams

  • Fluke Network Time Machine Remote Viewer 

  • Skype for Business

  • SIS/MOP building for Change Management process

  • Vendor Management, Change/Incident Management, Governance/Intake Project assignments, Service Partner call center support, 24/7 On-call support rotation

March 2004 - April 2006

  • Tier 3 support of Avaya platform - G3r, S87XX, AUDIX, Modular Messaging, MAP-D, High Availability CMS

  • Daily health checks and troubleshooting of Avaya PBX alarms

  • Trained IT staff on Avaya programming

  • ​Partnered with CCT Design team, PMs, Technical Analysts, call center IT staff

  • Implementation of MOPs for projects/upgrades/programming in production environment

  • Scheduled vendors/carriers for maintenance and break and fixes

  • Programed Avaya vectors, VDNs and announcements, add/remove trunk programming

  • Firmware updates on CM 2.0 and above software

  • Cross training with Cisco ICM routing and Speech IVR provided by InterVoice

  • Experience with Verint trunk –side tapping and corresponding channel mappings

  • 24/7 On-call support rotation for call routing issues


Voicestream Wireless/T-Mobile USA - Lenexa, KS

Call Center Information Technology Administrator

December 2016 - Present

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Securus Technologies - carrollton, TX

AVAYA Support Engineer


Concerned Care, Inc - North Kansas City, MO

Group Home Supervisor




Welcome!   stay a while, browse around and get to know me

  • Supervised 2 staff and 4 residents of a residential group home

  • Participated with QMRP in creating IDP (Individual Development Plans) which included areas such as occupational, social, health, etc. 

  • Maintained financial records for each client

  • Creation of staff schedules

  • Creation of daily meal plans for clients

  • Provided incident reporting to assigned QMRP and advocates/family members

  • Administered physician-prescribed medications to clients

  • Live-in responsibilities 10p-6am daily for overnight supervision 

  • Attended bi-weekly meetings with Concerned Care, Inc. management to provide updates

  • Medication Administration license

  • Class C Drivers Licence

June 1999 - February 2001


Aerial Communications - Lenexa, KS

Customer Service Representative II

March 1997 - July 1998

June 2012 - October 2016

  • Telecom and desktop support position for 500+ seat call center and annex

  • Avaya DEFINITY G3r and Nortel Option 11 PBX gear

  • Basic call vectoring and VDN builds for call center HR and Resource Planning depts

  • Hunt group and call answer group administration and maintenance

  • Carrier/LEC ticket submissions and follow-through

  • ​POTS line management

  • GSM1900 domain migration after T-Mobile acquisition

  • Supported Compaq and Dell desktops and laptops

  • Installation/configuration/maintenance of printers, plotter and fax machines

  • Support of SCALA reader boards

  • CMS V890 account creations/backups/monthly reboots

  • Call center application outage reporting to Command Center bridge

  • Audio/video/conference room support

  • Security PC/camera/badge system support and upgrades

  • Muzak system support

  • On call rotation 


Aerial Communications/Voicestream Wireless - Lenexa, KS

Desktop Support Specialist

February 2001 - March 2004

Accountable, Highly-productive, Unified Communications Engineer who strives to educate, inspire and recognize co-workers (as well as customers) for their contributions to a productive and efficient work environment.  

Highly-respected, technically-savvy and super-Approachable. Keeping the workplace professional, yet FUN.

We're all in this together!

​​​

T-Mobile USA - Frisco, TX

Engineer, Unified Communications -  Operations

My Skills

 

  • Unified Communications
  • Avaya Technologies
  • Cisco Technologies
  • Troubleshooting incl. Router/Switch
  • Vendor Management
  • Change Management
  • Data Center
  • IP Networking
  • ITIL Foundations v3
  • For further information, click here
  • Avaya CM7, CMS r18 and Avaya EMC (Elite Multichannel)

  • Uptivity/NICE Call Recording – DMCC and TSAPI programming for audio and screen capture

  • Oracle RightNow application for ACD and multimedia queues w/ SimpliCTI Media bar integration

  • Avaya One-X Agent and Communicator – including desktop support/integration

  • Avaya 189B, 4602, 96XX series phone support as well as Polycom

  • Cisco Call Manager 10.0 and Jabber/Finesse clients

  • Hands-on agent troubleshooting and working closely with IT/NOC personnel on telephony issues

  • ConvergeOne and Avaya partnership for vendor escalations

  • CMS Account creations, training, skill-set changes, agent traces, report building

  • MS SQL queries on Syslog server

  • Oracle SBC call log searches for carrier issues

  • MDF/IDF cross-connect wiring

  • HEAT Ticketing System

  • Pidgin Universal chat client

  • On-call support rotation