Baker University

PARK HILL KC MO

Telecommunications  System Administrator at Park University

Operational support for university voice infrastructure.
•	Avaya Aura 7.0
•	ESNA messaging
•	Genesys-PureConect-CIC
Vendor relationship management.

Park University

Telecommunications System Administrator

• Ongoing support of legacy Nortel infrastructure consisting of Option 61C, Callpilot and associated peripherals in support of Air Traffic Control facility.
• Evaluation/Inventory of existing topology in preparation of Avaya Aura migration activities.

Acuative Information Technology

Break/Fix Engineer

Self-Employed

Self Employed

•	Technical management of assigned vendors and internal sites ensuring software/hardware compliance, use of approved change management processes and adherence to service-level agreements.  Technical support of system maintenance and migration activities.  Resolution of complex internal/external issues using SIP diagnostic tools.  Manipulation of call routing parameters.   Support of multi-node IP Nortel/Avaya call center arrangement.  Technical support of team members to expedite call-center restoration and conversion activities.  Develop job aids and other supporting documentation to identify connectivity specifics resulting in expedited trouble resolutions.

Sprint

Call Center Services-Client Support Analyst III

• Successful migration of 400+ Nortel/Avaya PBX systems into converged solution utilizing MS Lync-Enterprise Voice with Avaya CS2100 providing tandem access to Lync, corporate-wide conferencing services, inbound/outbound  access to SIP local services and Sprint LD services utilizing media gateways to convert from legacy DS3/DS1 SS7 technologies.  Maintenance, upgrade and support of production and lab systems.  Ongoing support of legacy Nortel/Avaya systems.

Emerging Technologies-Network Engineer III

• Managed technical relationship with assigned external Sprint customers.  Engineer, install and support all items related to system life-cycle management of Avaya/Nortel PBX’s and associated peripherals.  Document client environments to increase effectiveness.  Respond to all service effecting issues interacting with other support personnel and/or vendors, if necessary, to expedite repair.  Establish interaction with client staff to provide updates and adherence to their internal root-cause analysis procedures.  Ownership of client post-incident review and irreversible-corrective action processes.  

• Core team member providing engineering and support for internal Sprint PBX platform consisting of Avaya/Nortel PBX product family including call-center and voicemail platforms.  Engage vendors when required for support.  Develop technical education for peers and other support organizations.  Stage and test hardware/software enhancements to ensure integrity prior to implementing in production environment

Managed Voice Services-Network Engineer III

• Provide support on internal voice and data platforms.  Provide oversight for ongoing engineering and installation of internal voice platform.  Introduce platform enhancements following testing in lab environment.  Develop and deliver technical education to peer group and internal support organizations.  Develop standard system and facility designs to decrease cost per seat.  Met or exceeded service level agreements.

Enterprise Services-System Programmer V

• Management of engineering personnel responsible for the design, installation and support of Sprint facilities located throughout the US and offshore locations.  In collaboration with peer group developed standard system design for all Sprint locations decreasing delivery time frames while lowering cost of ownership.  Administrative responsibilities for Sprint staff and contract personnel.  Responsible for project funding from inception to closure.

CPE Engineering-Manager CPE Engineering-Eastern Region

• As core team member successfully implemented four technology centers in support of Sprint Campus infrastructure.  Design, implementation and support of seven  networked Avaya/Nortel PBX systems providing voice services to Sprint Campus and voicemail services to 400+ systems located throughout the US and offshore locations.  Design, implementation and support of fiber and copper distribution plants.  Lifecycle management of aforementioned systems consisting of evaluation, installation and support of hardware/software upgrades.  Management of internal Sprint resources and external contract resources.

CPE Engineering-Senior CPE Engineer

Various positions with increasing levels of responsibility.

Bill Egan