Leonard Johnson
Wyncote,PA
Summary
Experienced, over 37 years, in the Field of,Telecommunications; Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
8
8
years of professional experience
Work History
Project Lead
NWN Carousel
Exeter, RI
06.2016 - 04.2024
- Collected data discovery from practices and departments (operational hours, equipment, extensions, accounts, etc).
- Analyzed configurations and recommended upgrades and changes to systems.
- Created and implemented processes to ensure successful completion of projects. (Avaya One-X and One-X Agent Communicator deployment for daily and remote worker capabilities).
- .Developed, programmed and troubleshot Avaya systems and coordinated resolutions (solved issues).
- .Recorded voice broadcasts, designed phone menus and tested for sign-off with clients.
- Built and established strong partnerships with practices, teams, vendors and contractors (Data Analytics, LEC, Desktop, etc).
- Created team objectives and roles with specific goals outlined for each individual.
- Developed educational training and communication materials for the departments and management.
- Trained involved personnel on the functionality of the new equipment and/or office structure.
LEAD CONSULTANT VOICE ENGINEER
NWN Carousel
Exeter, RI
06.2016 - 04.2024
- Provided technical support on voice and data networks including LANs and WANs.
- Installed, configured, upgraded and maintained Avaya Aura Communications Manager and various Avaya Unified Communication products such as AES servers, SBC, Systen/Session Manager, Utility Server, CMS Supervisor and Media Gateways.
- Delivered hands-on support for end-users, including training and general assistance with all Telecom equipment and applications.
- Collaborated with vendors to manage open tickets, resolve technical issues and handle escalations, promptly.
- Planned, installed and maintained communication systems, performing repairs on malfunctioning equipment, when necessary.
- Engaged with end-user to troubleshoot device issues and implement effective technical and procedural solutions.
- Developed and maintained the communication infrastructure for a large enterprise network.
- Administered all Moves, Adds and Changes (MACs) for physical phones, ACD Call Center Routing assignments and Agent ID management.
Education
Some College (No Degree) - Information Technology
Pace University
New York, NYSkills
- Telecommunications field
- Installations, Moves and Changes
- Microsoft Office Suite
- Cisco 4000 switches
- Software installation and configuration
- Troubleshooting
- Project management abilities
- Avaya Call Center
- Effective communication abilities
- User Guide creating
- Project Planning
- Customer Relationship Management
- Documentation And Reporting
- Work Planning and Prioritization
Proficiencies
- Avaya Products: Avaya CM 8; SMGR 8.1; SM 8.1; AES 8.1; IX Messaging; Utility Server; CMS Supervisor R.19; G450 and G430 Media Gateways; SBC 8.1; ASA 6-0.07.SP 14.
- Software Tools: Microsoft Teams; LogMeIn 123; Microsoft Edge; Google Chrome; Adobe Acrobat Reader; and Snagit Editor.
- Systems: Cherwell Ticketing System; Global Protect VPN (for remote access)
Timeline
Project Lead
NWN Carousel
06.2016 - 04.2024
LEAD CONSULTANT VOICE ENGINEER
NWN Carousel
06.2016 - 04.2024
Some College (No Degree) - Information Technology
Pace University
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