Summary
Overview
Work History
Education
Skills
Certification
Job Announcement Number, Title, Grade
References
Mailing address
Timeline
Generic

Kelly Graves

Kansas City,MO

Summary

An organized and driven professional with excellent planning and problem-solving abilities. Ability to handle sensitive, confidential information. Committed to maintaining customer satisfaction. and contributing to company success. Adept at managing high caseloads in fast-paced environments. Offering 25 years of experience and willingness to take on any challenge.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Telecom Engineer

Abbott
02.2015 - 12.2023
  • System Administration Avaya, Five 9 and Nortel TDM and IP switches
  • Perform troubleshooting on complex networking issues, hardware and software involving multiple vendors.
  • Plan and implement advanced network solutions for telecom customers, utilizing a variety of technologies such as VoIP, SIP, QoS
  • Evaluated new products and services prior to launch by performing thorough testing procedures in lab environments
  • Managed project implementation from conception to completion while ensuring compliance with SLAs
  • Created detailed reports documenting all aspects of network infrastructure including topology diagrams, device configurations and test results
  • Conducted capacity planning activities in order to ensure sufficient resources are available for future growth
  • Train junior engineers on industry best practices for installation and configuration of telecom equipment
  • Identify root cause analysis of issues affecting voice quality and latency
  • Provided technical support to internal teams regarding telecom projects
  • Developed telecommunications disaster recovery plans to ensure business continuity
  • Managed user access to systems and equipment through account management and password administration
  • Documented system problems, corrective actions, resolution status, and completed equipment installations
  • Performed preventive maintenance, backup, and recovery procedures
  • Increased operational efficiency through regular monitoring, analysis, and optimization of network systems.
  • Demonstrated exceptional communication skills by presenting technical information to non-technical stakeholders, fostering understanding and collaboration.
  • Maintained a high level of industry knowledge by attending conferences, workshops, and training sessions relevant to telecom engineering trends.
  • Ensured regulatory compliance by staying current on industry standards and applying best practices in all projects.
  • Updated software and firmware with latest patches.
  • Maintained inventory of telecommunications equipment for customer premises equipment (CPE), facilities, access networks, and backbone networks
  • Communicated with telecommunications vendors to obtain pricing and technical specifications for available hardware, software, and services.
  • Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
  • Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
  • Achieved high customer satisfaction ratings by providing clear and timely communication to customers/staff

Telecom Engineer

Georgia State University
05.2008 - 09.2012
  • System Administration Avaya, and Nortel TDM and IP switches
  • Managed project implementation from conception to completion while ensuring compliance with SLAs
  • Resolved customer inquiries related to telecom services in a timely manner
  • Moves Adds and Changes Avaya and Nortel equipment
  • Maintained inventory of telecommunications equipment for customer premises equipment (CPE), facilities, access networks, and backbone networks
  • Worked with personnel and facilities management staff to install, remove, or relocate user connectivity equipment and devices
  • Performed preventive maintenance, backup, and recovery procedures
  • Provided user support by diagnosing network and device problems and implementing technical and procedural solutions
  • Assessed existing facilities' needs for new and modified telecommunications systems
  • Tested and evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems
  • Managed user access to systems and equipment through account management and password administration
  • Documented procedures for hardware and software installation and use
  • Installed new and modified hardware, software, and programming modules of telecommunications systems
  • Performed capacity planning for voice, data and video applications
  • Maintained accurate documentation of all changes made to telecom systems

Education

High School Diploma -

Southwest High School,
Kansas City, MO
05.1987

Skills

  • Processing and Compliance
  • Interpersonal Skills
  • Communication Skills
  • Critical thinking aptitude
  • Continuous learning mindset
  • Technical
  • Accuracy
  • Detail Oriented
  • Data Analysis Proficiency
  • Time Management Capabilities
  • Adaptability to Change
  • MS Office
  • Documentation
  • Customer Accounts Management
  • Workload Delegation
  • Daily Reporting
  • ITIL Certified
  • Hardware Installation and Configuration

Certification

ITIL Certification

Job Announcement Number, Title, Grade

SK12448029ST-DHA

Social Insurance Specialist (Claims Specialist)

GS 5 - 7

References

References available upon request

Mailing address

Kelly L Graves

9116 Oak St

Kansas City, MO. 64114

Timeline

Telecom Engineer

Abbott
02.2015 - 12.2023

Telecom Engineer

Georgia State University
05.2008 - 09.2012

High School Diploma -

Southwest High School,

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Kelly Graves