Solutions-focused Voice Network Technical Engineer eager to contribute technical proficiencies as well as expertise in financial services industry and dynamic project leadership skills toward supporting operations of a progressive organization.
Offer substantial experience administering voice/VoIP networks with expert abilities in troubleshooting and resolving network events from a remote location.
Diligently maintain unparalleled responsiveness to critical business needs, ensuring first-rate customer satisfaction and SLA compliance through continued communication and cooperation.
Outstanding capabilities in scrutinizing, diagnosing and promptly rectifying complex technical errors and issues.
Excellent interpersonal, organizational, problem solving, and documentation skills.
Combine veracity, sharp prioritization skills, and a team player work ethic toward consistently meeting or exceeding employer and customer expectations.
Considerable strengths in business case and requirements analysis, system requirements and design, team/project leadership, and technical documentation.
Effective combination of hands-on administration, configuration and support expertise as well as managerial talents.
Verizon Business, San Antonio, Texas, 2003 to 2009
Senior Voice Engineer C Operations Division
Exercise solid organizational, engineering and troubleshooting capabilities to install and maintain equipment and software, and devise and implement test plans in accordance with Enterprise Change Management Procedures.
Reliably provide onsite operational support for voice systems and voice mail via physical adds/moves/changes and installation or removal of equipment.
Adeptly perform Avaya VoIP station programming and installation for 3,000+ call center and back-office users.
Perform PBX and ACD programming inclusive of feature/function software backups, upgrades and changes.
Deliver offsite/remote support encompassing software adds/moves/changes for over 4,000 WAMU/Chase locations.
Configure Cisco VoIP Call Manager for Seattle WaMu campus comprised of 7,000+ users.
Regarded as subject matter expert for Telecommunications Team on Meridian M1 PBXs across the enterprise.
Consistently ensure minimum of 1,200 MAC (move/add/change) requests and 300 repair tickets are completed within SLA (service level agreement) time frames on an annual basis.
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Professional Experience continued
Chosen as Team Lead for WaMu Managed Services account support team based on proven experience and results.
Complete and submit regular reports to PMO Office and prepare and maintain critical documents required for engineers to properly and efficiently service WaMu.
Provide Tier II support for voice break fix requests received from WaMu Help Desk.
Washington Mutual Bank (WaMu) Irvine, CA / American Savings Bank, Irvine, CA, 1990 to 2003
Senior Business Analyst
- Served as onsite telecom contact and Lead Business Analyst for Irvine and Fullerton locations.
Played vital role in ensuring optimal operational productivity and efficiency by providing quality technical support to approximately 4,000 users.
Proficiently programmed and administered Avaya PBX and voicemail for 7 large locations including MAC requests, break fix, call routing, call center functionality and phone installations.
Applied solid leadership talents toward directing and supervising Eastern Telecommunications team, and spearheading project at Irvine site to reconcile all analog lines within five buildings, resulting in annual savings of $40K+ for WaMu.
Provided analytical, technical and problem solving guidance to internal clients.
Industriously monitored system effectiveness and/or performance to identify and swiftly rectify existing and emerging problems.
Built ACD routing architecture and established contact center functionality at WaMu sites.
Software: PBX (Avaya 8700 and G3R, Nortel M-1); voice mail (Octel, Intuity, Siemens); Vector, Complex Toll Free; Call Center (Avaya ACD, VDN); Cisco Call Manager; Microsoft Office
Hardware: PBX (Avaya 8700 and G3R, TDM and VoIP); Meridian Option 11, 71 and 81C
Network: site capacity planning; trunk group setup; ARS; AAR; T1; T3; ISDN PRI and BRI
CMS and Voicemail Products
Nortel System Administration
ITIL Service Management Foundation Certification
Octel System Administration
Call Center and Audix Networking
Hiring Agent Name
I am currently seeking a challenging career opportunity in an voice network engineering capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
As indicated in the accompanying resume, I bring to you a considerable background in the telecommunications industry with specialization in the financial services sector, and excel in network engineering, project/team leadership, technical documentation, and managing 24/7/365 support operations for key customers. To complement these qualifications, I offer a strong blend of resourcefulness, organizational strengths, analytical skills, and management acumen which should prove instrumental to your company s success.
As a proactive contributor to your organization, you will find me to be a diligent professional and stellar leader committed to supporting you in achieving your objectives through an impressive work ethic and dedication to customer satisfaction. I am confident that I am an ideal candidate for this role, and look forward to interviewing with you in the near future.
Yyyyyy x. yyyyyy
Interviewer s Name
It was a pleasure (speaking with you/meeting with you) on [insert date here]. I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered. I am still very interested in the systems administrator position, and I am convinced that it is the right job for me. I feel my background and qualifications prepare me well for the challenges and responsibilities we discussed.
The position as you described it to me would combine my strong skills in [insert two skills or qualities here]. This would allow me to make the same valuable contribution to your organization as I ve made to my past employers a win-win proposition for both of us.
(Choose one of the two paragraphs below, depending on whether or not you have, or have not yet, interviewed with the person)
(I am eager to meet with you in person to further discuss my background and qualifications. Please feel free to contact me at the above phone numbers so we can continue the discussion we began over the telephone.)
(Again, thank you for considering my qualifications. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.)
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