Brad West Resume 20160606

Brad [email protected] 720-252-2881 Arvada, CO http://linkedin.com/in/bradfordwest80004

Senior Network Support Engineer

Experienced third level customer service technical support engineer able to maintain large data and communication networks. Rapid and focused troubleshooting skills mean asking the right questions to quickly and accurately identify any issue. Resolution is adapted to the urgency and complexity of each issue; dependable follow through to resolution; excellent when working complex multi-layered issues that require complex solutions; experienced in all Avaya Communication Manager and messaging solutions currently in use

Technology and Platform ExpertiseVoice Systems Definity, G3, Avaya Aura Communication ManagerVoice Mail Audix, Intuity, Modular Messaging, Message Networking, CM MessagingVoice Servers S8300, S8400, S8500, S8700, S8800, G250, G350, G450, G650, G700Endpoints analog phones, digital phones, IP phones, softphones, agents, IP agentsSip Systems Avaya Session Manager, System Manager, System Platform, Border ControlCall Centers Avaya hardware, software and administrationPlatforms Linux, Unix, Red Hat Linux, Windows XP, Windows 7, Windows ServerCertifications Sip School Certified, Networking A+, Wireshark, Project Management`Lucent Technologies/Avaya Communications ______________________1998-2016

TECHNICAL MANAGER AT&T Subcontract________________________________2009-2016The AT&T Inside team was subcontracted to supported reseller AT&T customers with Avaya equipment.Received incoming calls from AT&T services to escalate unresolved Avaya issues for their customers

Worked with other team members to upgrade their technical knowledge of products Established procedures and guidelines to get issues resolved rapidly and build team confidence Set goals to reduce complaints from AT&T and their customers about Avaya responsiveness

Accomplishments As team members gained understanding of the products time to resolution decreased. Team members shared knowledge, used documentation and proper procedures to find answers quickly. In six months, average resolution time dropped from two days to 8 hours. After 12 months the team started receiving unsolicited positive comments at executive meetings. AT&T and their customers praised the responsiveness of our team. They rated us as the best vendor to work with.

OPERATIONS MANAGER FOR CONVERGED BACKBONE______________________2007 to 2009Manager for the Converged Backbone product team in the escalation center; the team provided all support for new products and assisted developers in discovering and resolving software issues

Manager responsibilities included Evaluation and compensation of team members Understanding and meeting staffing requirements

Masters in Network Management Page 1 Bradford J West

mailto:[email protected]


Performing out of hours manager duties as assigned Maintaining outstanding performance with a team of highly talented engineers.

Accomplishments Created and implemented an organized process for ranking employees across various teams. The system

used numerical standards and allowed for manager input. The process reduced the time spent on ranking from two weeks to two days.

Assembled a plan to distribute maintenance and repair documentation before new products were launched. Each manager was responsible for attending progress meetings on one or more new products. As a product moved closer to release the manager would insist that maintenance documentation be provided before product release.

CONTENT MANAGER FOR SUPPORT.AVAYA.COM__________________________2000-2016Assigned to the team to launch the customer facing knowledge base at support.avaya.com, continued to support throughout career until 2016

Created and managed the first six thousand documents for the support site Developed the process that would be followed to keep current information on the site Defined standards for documentation authorship, accuracy and review Continued to create and modify documents while working at Avaya

Accomplishments Customer site was launched and has been a targeted customer benefit ever since Merged the customer site with the technician site to expand the information available at all skill

levels Continued as a site champion creating and editing an additional five thousand solution articles

PHONE SWITCH TECHNICAL SUPPORT___________________________________1998-2007 Received incoming calls from business customers, diagnosed trouble remotely and worked to resolution or dispatch.

Resolved troubles in TDM based, server based and IP communication systems. Skilled at handling all kinds of customers and achieved resolution even with difficult issues Resolutions included hardware resets, software updates, configuration management,

programming and replacing equipment Worked on all Avaya Converged products including: G3R and G3si; Server based s8700 series;

digital, analog and IP phones; Conventional and IP call center agents; Port Networks single and multi-carrier; media-gateways G700, G350 and G450.

Accomplishments Identified and created the practical standards and guidelines for using a new ticketing system in

the maintenance environment and taught this information to the entire workforce. Researched persistent problem with delayed customer responses which resulted in penalties

due to missed commitment times, created and presented a class to the work force that reduced these penalties from 20% of cases to 0.5 % of cases.

Education:Masters in Network and Communications ManagementBachelor of the Arts Mathematics and Latin




Graduate Certificate in Project Management



Documents

Brad West Resume 20160606