LANDALL GORDON
Avaya Engineer
Pensacola,FL
Summary
Trailblazer and revolutionary telecom professional with more than 15 years of experience in reviewing, analyzing, and maintaining telecommunications systems of organizations to achieve strategic goals. A transformational leader with sound proficiency in optimizing network performance, troubleshooting complex technical issues, and implementing innovative solutions to enhance operational efficiency and reduce costs. Proven background in Avaya Architecture and converged infrastructure, with a deep understanding of managing Avaya gateways, endpoints, voice networks, and telephony infrastructure. Experienced in proposing and streamlining call center solutions, including ACD, IVR, and CTI to increase efficiency and improve customer experiences. A true technology visionary, constantly staying ahead of industry trends to drive cutting-edge solutions and deliver exceptional results. Possess strong interpersonal communication and collaboration abilities with a demonstrated capacity to align technology initiatives with business objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Avaya Engineer Technology, Infrastructure & Ops
Government Employees Health Association
, Remote
01.2022 - Current
- Participate in day-to-day project activities by working collaboratively with teams to achieve project goals
- Work with cross-functional IT business units to ensure successful execution of assigned projects
- Provide operational support at a top-tier level to ensure smooth system functionality and resolve technical issues.
Analyst, Avaya Voice System
Maximus Federal
01.2021 - 01.2022
- Monitored Avaya Aura Communications Manager system and addressed any issues related to unregistered gateways, ESS's, alarms, and security violations
- Administered Session Manager / System Manager by making necessary adaptations to maintain smooth operation
- Supported proper functionality and user access by managing Avaya Officelinx voice mail system
- Directed efforts to deploy Avaya Agent for Desktop (AAfD) and troubleshoot any agent-related issues
- Utilized Avaya Control Manager to administer Communication Manager while managing system configurations and settings
- Introduced updates in SIP adaptations via SONUS SBC 2000 (Ribbon) to assure seamless communication between different networks.
Sr. Avaya Telecom Analyst (Remote)
Government Employees Health Association / Alight HR and Payroll
01.2019 - 01.2020
- Handled NICE Engage Interactive Management System 6.12 (IEX WFM) by resolving daily issues, such as audio and screen recording, web page loading, and live monitoring audio
- Observed system performance via Sentinel Performance Center, SolarWinds, and Virsae Service Management
- Ran configurations for endpoint users in CM using System Manager to enable Avaya Workplace phone application for achieving improved productivity
- Provided support for the voice and contact center environment, including ONE-X Agent/Communicator and NICE, resolving incidents and tasks in Service Now
- Controlled System/Session Manager 8.0.0 for smooth operations of Avaya communication systems
- Managed Avaya Call Back Assist, Avaya Experience Portal v7.0.2 (Exchange Admin Center for voice mail, Speech Attendant for auto attendant), and Microcall Call Accounting v6.20.53 to attain efficient call routing and recording
- Troubleshot agent issues and resolved Service Now tickets to sustain minimal disruptions.
Remote Avaya Consultant / Analyst
Cheney Brothers Inc.
01.2016 - 01.2018
- Participated as a team member in a project to migrate the voice system to a Managed Services Provider (MSP) SIP environment by completing provider SIP Administration / Troubleshooting training for seamless transition
- Delivered the MSP with requested Avaya data within existing environment and actively participated in weekly status calls to guarantee smooth coordination
- Served as the primary point of contact for all Avaya CM voice-related issues, including new and existing agent administration, modifying and creating vectors, and troubleshooting voice network problems for prompt resolution
- Offered support and consultation for technical solutions within the company's telephony and contact center telecommunications environments
- Managed the existing voice infrastructure, which included three G430's and one G700, all with 8300 internal call controllers, duplicated 8800 pair, Aura Messaging for voice mail, CMS for agent reporting and management, VeraSmart call accounting, and One-X Agent for enhanced communication.
Avaya Telecom Analyst
Pharmerica Corp
01.2015 - 01.2016
- Provided high-quality client services by analyzing business clients' communication needs, performing daily moves, adds, and changes, and troubleshooting trunking issues
- Successfully finished project to set up a G430 gateway for a New York-based pharmacy, including configuring ARS outbound routing, turning up the circuit, adding trunk group/signaling group, programming vectors and agents, setting up announcements, voicemail boxes, and configuring the 8300 LSP
- Worked on a project to deploy TASKE contact center online as a replacement for Avaya Call Management System (CMS), including adding call center agents to the application, integrating all agents to the AES, and providing training to call center supervisors on TASKE report generation.
Avaya Telecom Support Center Analyst
NACR now ConvergeOne Inc.
01.2007 - 01.2014
- Offered solutions focused on resolving customer equipment outages and alarms generated via trouble tickets in a high-pressure NOC environment
- Increased customer satisfaction through detailed analysis of customer voice systems and voice networks to identify and address issues promptly
- Executed firmware upgrades on circuit packs and troubleshoot voice network, c-lan medpro, and IPSI issues to maintain optimal performance and reliability
- Collaborated with customers to review and design disaster recovery and business continuity plans, while providing expert consultation to ensure effective and reliable communication solutions during critical situations.
Certification
NICE Engage Platform R7.2 Certified System Administrator (NCSA), 06/2023
Honorable Discharge
United States Navy
Timeline
Avaya Engineer Technology, Infrastructure & Ops
Government Employees Health Association
01.2022 - Current
Analyst, Avaya Voice System
Maximus Federal
01.2021 - 01.2022
Sr. Avaya Telecom Analyst (Remote)
Government Employees Health Association / Alight HR and Payroll
01.2019 - 01.2020
Remote Avaya Consultant / Analyst
Cheney Brothers Inc.
01.2016 - 01.2018
Avaya Telecom Analyst
Pharmerica Corp
01.2015 - 01.2016
Avaya Telecom Support Center Analyst
NACR now ConvergeOne Inc.
01.2007 - 01.2014
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