Melvin Cruz

• Install, modify, or relocate telephones.
• Moves, Adds, and Changes.
• Perform UC-related system programming. functions from Avaya to Microsoft Teams.
• Assist the Lead Engineer with providing Tier I and II triage functions such as repair and restore functions in the event of component failure or system outage

• Replace defective telephone sets.

• Established quality standards for service team members and evaluated progress.
• Monitored documentation procedures to maintain consistent policies and current records.
• Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
• Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Interpreted government rules and requirements for domestic and international travel, or cargo shipments.
• Meet and dispatch aircraft within established times.
• Provide assistance to distressed passengers and customers.
• Protected company property and revenue.
• Possess the physical ability and dexterity to use motor skills to perform various job-related tasks.
• Used organizational skills to perform multiple tasks within a limited time period.
• Respond and assist during security and emergency situations.
• Follows internal and external policies and procedures.
• Responsible for the overall performance within the work area, and lead and direct the work of other employees.

• Analyzed system logs and identified potential telecommunications-related issues.
• Monitored the telecommunication network infrastructure, and monitoring and reporting tools for proactive management to minimize outages to phone services.
• Conducted periodic system refreshes to ensure optimal performance.
• Planned/unplanned service outages, and ongoing project-related support activities.
• Communicate all planned and unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center.
• Ensures all ticket queues are actively monitored to ensure that customer tickets and service requests are promptly addressed.
• Frequently communicated with team leads on upcoming projects, system maintenance activities, and unplanned events to ensure staff are prepared to support the department.

• Provide standard Avaya Aura Solution provisioning support and drive engagement with other Avaya SME’s depending on nature of support
• Provide consultation for functional improvements to current SIP infrastructure and call routing
• Provide aftermarket software engineering support in the form of recommendations on call handling, the decision points that related to Entity Additions, choosing to add new SIP entities into their Avaya solution, as well as operational knowledge on Avaya Aura Core
• Consult with customer personnel on software configuration and on the integration of various adjunct solutions to the Avaya Aura Core, including patches and latest software release
• Attend customer status meetings to coordinate Avaya’s participation in on-going projects
• Attend planning meetings, as needed, on various projects and activities

• Respond to trouble tickets performing daily moves, adds, and changes

• Company Overview: Contractor to the Government Accountability Office (GAO)
• Maintain functionality of the Avaya PBX using Communication Manager, System Manager, Session Manager
• Migrated the field offices voicemail system from Modular Messaging 5.2,to Avaya Aura Messaging using Session manager
• Configure 9600 IP handsets, 2400 digital handsets, ViPER phones using H.323 and SIP protocols, allowing secure calls for ViPER phones using the Avaya G450 Gateway
• Configured the telework feature in CM, allowing call forward off-net for 3,000 users nationwide
• Contractor to the Government Accountability Office (GAO)

• Company Overview: Contractor to the Internal Revenue Service (IRS)
• Communication Manager 6.x, Modular messaging 5.2, Avaya Agile Communication Environment (ACE) integration with Microsoft Communicator, Session Manager, System Manager
• Configure 9600 IP handsets using H.323 and SIP protocols, configured a SIP trunk between Avaya Session Manager and Cisco Call manager
• Contractor to the Internal Revenue Service (IRS)

• Company Overview: Contractor to the Federal Reserve Board
• Day-to-day duties consists of: Communication Manager Media server 5.2 and Modular Messaging 5.2 voicemail, support, maintenance and testing, as well as responsible for the implementation of Avaya component upgrades, service releases, phone firmware, or any other software implementations required for stable operation of the system
• Configured features such as EC500, find me, Notify me, and Avaya One-X Communicator
• Logged tickets using Remedy ticketing system
• Contractor to the Federal Reserve Board

• Company Overview: Contractor to the Unites States Environmental Protection Agency (USEPA)
• Assisted in migrating the entire EPA HQ to new Avaya VoIP infrastructure
• Approximately 10,000 users, maintain Redsky E911 server
• Add and maintain ELIN information on new and existing switches thru out the U.S.E.P.A
• Campus
• Contractor to the Unites States Environmental Protection Agency (USEPA)

• Company Overview: Contractor to the Unites States Environmental Protection Agency (USEPA)
• Assisted in migrating the entire EPA HQ to new Avaya VoIP infrastructure
• Approximately 10,000 users, maintain Redsky E911 server
• Add and maintain ELIN information on new and existing switches thru out the U.S.E.P.A
• Campus
• Contractor to the Unites States Environmental Protection Agency (USEPA)