Dedicated and customer-focused PBX Administrator eager to contribute dynamic technical skills toward supporting the employer in achieving business goals and objectives.

 

 

         Extensive experience in day-to-day operations such as moves, adds, changes, and system administration/troubleshooting of Avaya systems, Intuity Audix, Modular Messaging, and IMAC.

         Possess active TS/SCI Clearance.

         Outstanding blend of talents in technical support, customer service, documentation, and problem resolution; advanced telecommunications knowledge.

         Excel in installing and servicing a wide variety of phone systems encompassing cross connects, alarms/errors, routing tables, and trunks.

         Highly skilled in performing weekly/monthly backups for all phone and voicemail systems.

         Excellent communication, interpersonal, prioritization, analytical and project management skills.

         Relied upon by technicians for significant programming expertise and capabilities.

 

 

Department of Homeland Security/ Lockheed Martin, 2008 to Present

PBX Administrator

• Apply considerable technical acumen toward installing Avaya telephones and administering PBX, Intuity Audix, Modular Messaging, and IMAC systems.
• Apply software changes in ASA S8700 and S8710, Modular Messaging, Audix and G3R systems, as well as complex station programming of 2420, STE, and TSG6.
• Add call pick-up groups and intercom as needed, diligently completing daily reports.
• Exercise sharp attention to detail in troubleshooting problems, performing cross connects, and monitoring alarms, errors, and trunk utilization.

 

Department of Homeland Security / TWD, 2007 to 2008

Software Specialist II

• Spearheaded system-based administration including preparation of Station Detail Reports for several sites, exhibiting outstanding organizational strengths.
• Steered PBX administration via Intuity Audix, Modular Messaging, and IMAC technologies, and tracked daily alarm reports for seven sites.
• Meticulously conducted quarterly audit for PBX and voicemails, and exhibited proficiency in complex station programming of 2420, STE, TSG6, and adding call pick-up groups and intercom.
• Leveraged excellent communication and interpersonal skills in providing end user training on Avaya phones.
• Updated Peregrine system for incoming tickets and compiled reports daily.
• Entered software changes in ASA S8700 and S8710, Modular Messaging, Audix and G3R.

 

Continued

 

 

 

Professional Experience continued                                                     Yyyyyy x. yyyyyy ~ Page 2 of 2

 

HCI Technologies, 2003 to 2007 

Help Desk Analyst

         Employed solid computer skills in delivering software-based system administration for Avaya PBX and voicemail systems, maintaining comprehensive database for Boeing and Deutsche Bank accounts, and contributing to administrative functions.

         Decisively analyzed requests for feasibility and impact on overall system operations, Sales Force, Octel and Aria voicemail.

         Assigned to oversee Boeing account located in Florida, consistently ensuring 100% satisfaction.

 

Medlantic Healthcare Group, 1991 to 2002

Customer Service Analyst        (2000 to 2002)

         Continually optimized customer service levels and satisfaction through proficiency in software-based system administration on voice telecommunication systems, voice processing and paging system, and voice mail systems.

         Planned and coordinated seamless switch cut-over for Audix voicemail and telephone upgrade.

         Demonstrated polished leadership attributes in delivering staff training, monitoring vendor efforts, steering quality control, and supervising support personnel.

         Critically assessed requests and determined feasibility, requirements and impact to overall system operations.

         Inputted adds, moves and changes in Lucent Definity Manager IV PBX.

         Installed, maintained, repaired and tested Avaya phones to ensure flawless functioning.

         Relied upon to monitor inventory equipment, cables and supplies for Avaya phones.

 

Supervisor, Telecommunications         (1998 to 2000)

• Spearheaded 24x7 customer service and telecommunication operations serving 5,000 employees and 250,000 patients annually.
• Exercised strong supervisory talents to oversee 25 operators in responding to over 7,000 calls per day and manage team of six technicians servicing four sites.
• Diligently maintained crucial data for company call accounting system, pages and repairs.
• Promoted from role as Console Operator, Telecommunications  (1991 to 1998) based on exceptional performance, dedication, and work ethic.  

 

 

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Avaya Definity and Communications Manager PBX Switches

Octel VMX 200/300 and Avaya Intuity Voice Mail Systems

Sales Force

Modular Messaging Training

Peregrine

Remedy software for processing tickets

Avaya ASA

 

 

BS Degree, Claflin College