Maranda Robertson
Littleton,CO
Summary
Self-motivated and goal-oriented professional committed to pursing a long-term career in the telecommunication industry. More than eighteen years of corporate experience demonstrating strong analytical and customer service skills. Proven ability to respond to demanding situations utilizing excellent communication skills ensuring complete customer satisfactions Coordinated and implemented large-scale projects from inception to completion while maintaining daily customer interaction and checking for customer satisfaction. Certified on and have extensive experience with major telephony products. Ability to work under pressure and meet objectives in a customer focused environment. Liaison between all levels of management, customers and service providers.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Senior Network Voice Administrator
State of Colorado
05.2018 - Current
- Provide and maintain support for a highly complex Voice over Internet Protocol (VoIP) network infrastructure by creating and maintaining the industry VoIP standards, configurations, dial plan, and QoS design
- Lead major projects in collaboration with multiple agencies to deliver a standard VoIP network platform and have contributed to the delivery of video/wireless and data projects
- Supported, maintained and implemented advanced VoIP services, which includes but not limited to call routing, call center phone systems, hotlines and video conferencing solution
- Continue to support legacy phone systems such as PBX, Pots/1FB lines, T1s, and DS3s
- Maintain all required and necessary resources such as software, hardware and services used in the delivery of all voice/data infrastructure
- Evaluate and approve the delivery of these services on a continuous basis
- Work with all levels of management to set project goals and objectives as well as determine project deliverables for the ever-changing network infrastructure to keep up with the newest technologies and configuration standard
- Continue to set and implement new strategic directions for products and solutions for VoIP/Video/Wireless infrastructure in collaboration with the organizational network teams
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Facilitated communication between departments, ensuring smooth operation and timely completion of projects.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
Telecommunication Analyst
Avaya, Inc.
02.2012 - 05.2018
- Provide and maintain a private network that permits Avaya Associates, Distributors and Business Partners to demonstrate Avaya products and solution to outside customers
- Products and solutions include but not limited to IP Telephony solutions, Avaya Unified Communications environment, Contact Center solutions and integration with a continued focus on the highest level of customer satisfaction
- Duties include maintenance, upgrades, and patches for full continued functionality of the solutions platform
- Create, maintain, and update accurate documentation for all demos that are implemented on the demo platform and network environment
- Maintain and manage a test lab for all integrated groups and organization
- Developed skills in maintaining and implementing applications and servers using VMWare including VSphere and VMView solutions
- Install and deploy Linux Red Hat and Window O/S for appropriate product solutions in a virtual environment
- Maintain organizational SLAs
- Continue to practice independent judgment, discretion and customer relationship management for service delivery success to all customers
Post Sales Engineer
Avaya, Inc.
05.2006 - 09.2009
- Provided and maintained Tier III Avaya Integrated Management and Legacy product support with a primary focus on customer expectation and addressing at the highest level of customer satisfaction which included and not limited to remote and onsite engineering support of hardware systems, Linux operating systems, IP Networking and applications for Avaya customers, service center/field service team members and Business Partners
- Developed skills in maintaining and implementing software and hardware solutions to routine technical problems for Avaya products and their IP solution
- Maintained organizational SLAs and maintenance agreements for customers
- Contributed on a team that provided technical support for high profile customers
- Exercised independent judgment, discretion and customer relationship management for service delivery success
- Provided technical leadership support to peers and Tier II
Communication Specialist
United States Marine Corps
12.1991 - 12.1995
Education
Some College (No Degree) -
Colorado Technical University
Colorado SpringsBachelor of Science - Business Administration
Metropolitan State University of Denver
Denver, CO05-2026
Skills
- Customer service
- MS office
- Documentation and reporting
- Decision-making
- Team building and leadership
- Team collaboration
- Time management
- Technical support
- Technical documentation
- Network administration
- G suite
- Vendor management
Certification
- Major Telephony Certification (Cisco CUCM, Avaya Aura Core: CM, System Manager, Avaya Aura Messaging)
- Session Initiation Protocol
- Cisco Certified Network Associate
Timeline
Senior Network Voice Administrator
State of Colorado
05.2018 - Current
Telecommunication Analyst
Avaya, Inc.
02.2012 - 05.2018
Post Sales Engineer
Avaya, Inc.
05.2006 - 09.2009
Communication Specialist
United States Marine Corps
12.1991 - 12.1995
Some College (No Degree) -
Colorado Technical University
Bachelor of Science - Business Administration
Metropolitan State University of Denver
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