Lead Avaya engineer for Panasonic North America (PNA).

 Maintaining the day to day phone needs for 3000 users and 10 locations.

 Project Managing all upgrades and new locations for Panasonic. Includes designing, building, programming and installation of all Avaya & Panasonic equipment.

 Managing all carrier needs for new and existing service.

 Maintaining the hardware & firmware on all Avaya and Panasonic converged equipment. Includes System Platform 6.3, CM 6.3, System Manager 6.3, Session Manager 6.3, AAM 6.3, G450’s, G430’s, SAL gateway, MM boards and Panasonic KX-UT & KX-HDV SIP stations.

 Maintaining daily, weekly and monthly backups.

 Alarm monitoring and troubleshooting.

 Working with Avaya on all advanced problems to resolution.

 Managing Avaya GRT and PLDS for the Panasonic.

 Point of contact for SPS’s highest profile accounts that subscribe to Advocate TAS services. Acting as an extension to the customer’s internal IT organization.

 Providing day-to-day supervision of service issues and acting as the first point of contact for technical escalations.

 Serving as a technical subject matter expert for assigned customers.

 Accountable for open case management, status and resource coordination.

 Providing indirect supervision, leadership and management of the service team as it relates to open orders, queues, alarms, escalations and recurring services.

 Coordinating and managing training efforts for service teams specific to the supported the customer’s needs.

 Proactive monitoring of the customer systems.

 Arranges daily and weekly meetings to review all technical matters.

 On-boarding of new customer accounts. Working to secure system access and writing policies and procedures to ensure a smooth support transition to SPS service.

 Managing any escalated issues from our IRT team for all ECG products. Working closely with customers and Avaya in order to solve advanced issues.

 Programming, troubleshooting, upgrading, training and assisting field technicians in all Avaya ECG products.

 Monitoring and managing alarms from SAL, Alarmtraq, Avaya PSS and ICON (powered by Nectar)

 Managing, updating and using Navision to track all issues.