Job Search Status
Open to workDesired start date: Immediately
Work Type
Part TimeContract WorkFull TimeLocation Preference
RemoteHybridOn-SiteLocation: Denver, COAurora, CO
Open to relocation: No
Open To Work
Heather Griffin
Telecommunications Engineer
Denver,CO
Work Preference
Summary
Results-driven Telephony Engineer with extensive experience at ConvergeOne and Avaya, adept at troubleshooting complex telecommunication systems. Proven expertise in VoIP and PBX administration, coupled with strong problem-solving and effective communication skills. Successfully enhanced system integrity and performance, ensuring optimal operational efficiency in mission-critical environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Avaya Communications Diagnostic Engineer
ConvergeOne
Remote, CO
11.2011 - 09.2025
- Monitored and cleared system alarms, ensuring minimal downtime and quick resolution of issues.
- Troubleshot and repaired complex telecommunication issues to restore service functionality.
- Provided support during the installation, maintenance, repair, and calibration of equipment.
- Supported installation and maintenance of telephony systems, including VoIP phones and PBXs, enhancing communication reliability.
Converged Backbone Engineer
Avaya
Westminster
08.2007 - 11.2011
- Troubleshot complex Avaya voice systems, resolving critical issues at tier 3 engineer level.
- Assisted in installation and upgrades of voice systems, contributing to enhanced system functionality.
- Provided logs, traces, and message sequence data to tier 4 for software issue resolution.
- Researched potential security vulnerabilities to enhance system integrity.
- Communicated analysis results to clients and coworkers, fostering collaboration and informed decision-making.
Software Specialist
Avaya
Westminster
03.2006 - 08.2007
- Designed and implemented Avaya enterprise-class PBX and voice messaging systems.
- Coordinated project timelines and deliverables with stakeholders, ensuring alignment and meeting project goals.
- Facilitated communication between teams, enhancing collaboration and project outcomes.
- Trained customers on new messaging systems, improving user adoption and satisfaction.
System Application Specialist
Avaya
Westminster
08.1997 - 03.2006
- Executed remote troubleshooting and programming of Avaya enterprise-class PBX and voice messaging systems in 24x7 mission-critical environment, minimizing downtime.
- Resolved telephony issues efficiently, enhancing user satisfaction through timely technical support.
- Supported various telephony systems, including VoIP phones and PBXs, ensuring optimal performance and reliability.
Customer Service And Sales
JCPenney Company
Aurora
06.1992 - 08.1997
- Delivered exceptional customer service and sales support to in-store clientele.
Education
Some College (No Degree) - IT
Community College Of Aurora
Aurora01-2005
Bachelor of Science - Marketing
Metropolitan State College Of Denver
Denver, CO01-1998
High School or equivalent - General
Rangeview High School
Aurora, CO01-1993
Some College (No Degree) - Cisco
Metropolitan State University of Denver
Denver, COSkills
Avaya Specific
- G3 Definity management
- Communication Manager management
- Aura management
- Intuity Audix management
- Modular Messaging management
- Administer and run Avaya message sequence tracer (MST)
- SBC
- Application Enablement Services
- System Manager
- Session Manager
- Softconsole
Technical
- Wireshark
- PuTTY
- Telecommunication support
- T1/ISDN management
- VoIP management
- IP hard phones
- IP Agent
- IP Softphone
- VoIP systems
General
- Technical writing
- System integration
- Problem solving
- Effective communication
- Training delivery
- Time management
- System troubleshooting
- Root-cause analysis
- Critical thinking
- Hardware troubleshooting
Languages
English
Native language
Certification
- ASTA 7120 - Avaya Aura Core Components Technical Associate Implement, Avaya, 02/01/26, 02/01/28
- ASTA - 7220 Avaya Aura Core Components Technical Associate Support, Avaya, 02/01/26, 02/01/28
- ASTA - 7130 Avaya Aura Communication Applications Technical Associate Implement, Avaya, 02/01/26, 02/01/28
- ASTA - 7230 Avaya Aura Communication Applications Technical Associate Support, Avaya, 02/01/26, 02/01/28
- ASAC - 0033 Avaya Avaya Messaging Administrator, Avaya, 02/01/26, 02/01/28
- ASTA - 7180 Avaya Messaging Technical Associate Support, Avaya, 02/01/26, 02/01/28
- ASTA - 3000 Avaya IP Office Platform Technical Associate Support, Avaya, 02/01/26, 02/01/28
- ASTA - 7720 Avaya IP Office Platform Technical Associate Implement, Avaya, 02/01/26, 02/01/28
- Genesys Cloud: Professional Certification, 09/01/25
Quote
"It takes no more time to see the good side of life than to see the bad."
Jimmy Buffett
Timeline
Avaya Communications Diagnostic Engineer
ConvergeOne
11.2011 - 09.2025
Converged Backbone Engineer
Avaya
08.2007 - 11.2011
Software Specialist
Avaya
03.2006 - 08.2007
System Application Specialist
Avaya
08.1997 - 03.2006
Customer Service And Sales
JCPenney Company
06.1992 - 08.1997
Some College (No Degree) - IT
Community College Of Aurora
Bachelor of Science - Marketing
Metropolitan State College Of Denver
High School or equivalent - General
Rangeview High School
Some College (No Degree) - Cisco
Metropolitan State University of Denver