JOHN SCOTT

Bank of America, Contact Center Engineering – Directly supporting business-initiated projects (small, large and global) | Providing designs for site additions and new site build outs | Supporting Avaya core components (Communication Manager (ACM), Media Server (AMS), Session Manager (ASM), System Manager (SMGR), Application Enablement Services (AES), Call Management System (CMS)) under tight deadlines and SLAs within a high-pressured environment | Participating in cross-functional teams with the ability to work effectively in a geographically dispersed team | Applying excellent troubleshooting and analytical skills in a complex environment | Data network liaison (WAN/LAN/VLAN, DDI (DNS, DHCP, IPAM) supporting projects incorporates the Contact Center | Quickly learning new technologies and procedures; as well as being willingly to train others in these areas mastered

• State of Texas - HHSC Support, Operations – Provided engineering design and configuration for systems in line with CUSTOMERS’ goals and requirements | Lead complex projects | Evaluated new technical requirements for compatibility with deployed system design | Evaluated new products for compatibility and applicability to the CUSTOMERS’ enterprise | Maintained current knowledge base regarding complex routing, switching, wireless, security and voice design and configuration for Avaya and Hosted Unified Communications | Provided high-level technical & engineering support for voice/data/data center/wireless/security database configurations, troubleshooting, and service restoration | Troubleshot and resolved complex issues and make recommendations in workflow, process and system design changes | Provided high-level off-hours support on a rotating basis with other on-site engineers | Developed and oversaw subordinate level technical methods, procedures, and assist with complex technical solution designs | Developed & documented process flows | Monitored and analyzed performance across the organization’s Voice Network Identify capacity and performance issues for communications traffic to ensure continued, uninterrupted operation of communications systems | Conducted testing of disaster recovery plans as it pertains to communication equipment to detect faults, and minimize malfunctions | Maintained network monitoring applications, equipment and utilities as needed | Documented and maintained network documentation and reports as required

• State of Texas - HHSC Support, NOC – Acted as VoIP communication technical leader for the Network Operations Center team and as a SME (Subject Matter Expert) on communication network and customer related issues | Advanced troubleshooting of VoIP networks, VoIP equipment, Avaya Communication Manager (CM) servers, Media Gateways, and S8300 (LSP) | Tracked major service outages and their service affecting voice activities | Advised inter-department groups of occurrences and ensure progress towards resolution | Performed ticket management function on VoIP network outages as required | Performed advanced moves, adds, changes and deletions in Avaya CM servers, Media Gateways, Messaging platforms (i.e. Module Messaging; CM Messaging) | Worked with multiple customers using different processes for MACD and troubleshooting | Performed advance system configuration and troubleshooting for Avaya CM servers, Media Gateways, LSP, Messaging platforms, and management isolation of VoIP network outage causes and service restorations | Handled internal/external customer escalations via phone, Remedy tickets, SolarWinds Web Help Desk or email, and escalated further any customer-related issues to the appropriate group or manager as necessary | Developed, maintain, and assist with providing initial training for new employees | Developed client’s standard operation procedures during on boarding of new clients | Provided technical VoIP communication information or direction for cases experienced VoIP employees as assigned | Monitored and responded to alarms for multiple customers using different views in SolarWinds | Managed ticket workload for VoIP communication team | Analyzed current network support processes and update as needed and/or refer priority issues to management | Specialized projects and other duties as assigned | Updated customer and ticket in timely manner during outages, P1, or P2 tickets | Performed duties as technical VoIP network operation center lead for incoming VoIP clients

• State of Texas - HHSC Support, NOC – Functions were similar as position with CenturyLink.

• General Motors Call Center Support, Tier III – Support of the planning, analysis, design, testing, and troubleshooting of networks and operational systems in a wide area network contact center environment | Participated in systems planning, information planning and analysis in support of telecommunications and data support functions | Tested processes and data models in support of the planning and analysis efforts using both manual and automated tools | Evaluated system problems of workflow, organization, and planning | Developed appropriate corrective actions. Knowledge of applicable telecommunications and data engineering techniques | Performed all work in accordance with established standards

General Motors Call Center Support, Tier III – Functions were similar as position with AT&T Services, Inc.