Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Janice Hiers

Clermont,FL

Summary

Results-driven professional experienced in implementing and configuring Avaya Aura Voice solutions across healthcare, retail, and municipal sectors. Demonstrates adaptability and a proactive approach to learning new technologies. Possesses a strong work ethic and effective communication skills, contributing to team success and organizational objectives.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Unified Communications Engineer

ConvergeOne Inc.
Bloomington, Minnesota
02.2017 - Current
  • Translated client communication needs into technical designs, dial plans, and system integrations.
  • Executed installation and configuration of Avaya Aura components, including Communication Manager and Contact Center Elite.
  • Collaborated with cross-functional teams to ensure seamless integration of Avaya UC solutions.
  • Conducted thorough testing to verify solutions met design specifications and client requirements.
  • Authored comprehensive methods of procedure for installations, upgrades, configurations, and disaster recovery.
  • Installed and configured Avaya IP telephony endpoints, voice gateways, and SIP/PRI trunks.
  • Diagnosed complex technical issues related to Avaya systems in partnership with IT teams and vendors.
  • Performed system maintenance and software upgrades to enhance security and functionality.

AVAYA Software Specialist

Arrow Systems Integration
Bloomington, Minnesota
11.2013 - 02.2017
  • Designed and configured AVAYA Communication Manager for new implementations and upgrades.
  • Collaborated with project managers to establish timelines and deliverables.
  • Gathered user specifications through cross-functional team engagement.
  • Implemented system-wide dial plans and optimized network routing.
  • Provided technical support and conducted training for end-users on software applications.
  • Conducted thorough system testing and troubleshooting for various software applications.
  • Performed unit testing on applications before production deployment.
  • Produced comprehensive documentation detailing architecture of newly developed systems.

Telecom Maintenance Operations Manager

Cross Telecom
Bloomington, Minnesota
06.2008 - 11.2013
  • Collaborated with executive leadership to establish first Maintenance and Managed Services program.
  • Managed team of 12 telecom maintenance engineers, providing 24/7 Tier 1 and Tier 2 technical support.
  • Acted as primary escalation contact for high-priority outages, ensuring rapid crisis management.
  • Monitored operational metrics to guarantee compliance with service-level agreements (SLAs).
  • Led cross-functional teams in root cause analysis following major incidents or failures.
  • Executed repairs and upgrades to maximize uptime for telecom and IT equipment.
  • Investigated customer complaints related to SLAs, performance, or quality issues.
  • Supported leadership in contract negotiations for maintenance renewals.

AVAYA Call Center Specialist

Cross Telecom
Bloomington, MN
01.2004 - 06.2008
  • Collaborated with business stakeholders to gather requirements for custom call flows and IVR solutions.
  • Designed, administered, and supported Avaya Aura Contact Center and Call Center Elite environments.
  • Configured call routing and skills-based distribution to enhance customer handling and minimize wait times.
  • Conducted training sessions on CMS reports for supervisors and agents to monitor call center performance.
  • Trained staff in call handling procedures and customer service techniques to improve service quality.
  • Troubleshot voice quality, call routing, and agent login issues to uphold uptime and service adherence.
  • Developed comprehensive training materials for supervisors and call center agents.

Telecommunications Manager

Westgate Resorts Orlando
Orlando, FL
01.2003 - 11.2004
  • Managed telecommunications systems, including VoIP and PBX, ensuring effective nationwide communication at Westgate Resorts.
  • Oversaw vendor relationships to secure high-quality telecommunications support and services.
  • Provided technical support for telecom equipment, software, and applications to all users.
  • Coordinated bidding processes and selected optimal contractors for project completion.
  • Evaluated vendor proposals against company objectives to ensure alignment with organizational goals.
  • Developed disaster recovery plans for telecommunications, minimizing potential downtime.
  • Coordinated installation and maintenance of telecommunication equipment across multiple facilities.
  • Trained staff on communication tools to enhance operational efficiency among departments.

Education

BTEC - Audio Visual Design

South Thames College
London, England
02-1994

Skills

  • PBX platforms: Aura CM, Session Manager, Contact Center Elite
  • Software administration: UC migrations and upgrades
  • Integrations: e911 applications, SIP trunking
  • Endpoint configurations: SIP, H323, analog
  • Implementation tools: PuTTY, WinSCP, Site Administration
  • Networking: Linux, VMware, Windows Server
  • Security management: certificate management
  • Project management: vendor coordination

Certification

  • AVAYA ACIS
  • AVAYA ACSS

Timeline

Unified Communications Engineer

ConvergeOne Inc.
02.2017 - Current

AVAYA Software Specialist

Arrow Systems Integration
11.2013 - 02.2017

Telecom Maintenance Operations Manager

Cross Telecom
06.2008 - 11.2013

AVAYA Call Center Specialist

Cross Telecom
01.2004 - 06.2008

Telecommunications Manager

Westgate Resorts Orlando
01.2003 - 11.2004

BTEC - Audio Visual Design

South Thames College

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