Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

PATRICK J. O’BEIRNE

Brooklyn,United States

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Avaya PBX CS1K voice and related services and working in 24/7 uptime environment.

Overview

44
44
years of professional experience
1
1
Certification

Work History

VOIP HELPDESK SUPPORT SPECIALIST

Highwire Networks/ServicePoint
06.2012 - 04.2025
  • Daily monitoring and maintaining the utmost efficiency of the Avaya CS1000 switches, including servers, signaling servers, D-channels, trunking, routing, call routing, call features, telephones, telephone headsets, related telephone equipment, and IX Messaging.
  • Managed the on-site Avaya Help Desk, providing technical support for system end users, equipping new users, moving users, generating and updating tickets, implementing adds, moves, changes and repairs to desk telephones, IP phones, headsets and standalone modules, addressed issues with contact center agents, A.C.D. queues and resetting voicemail and softphone passwords, arranged and conducted end-user training, completing all tasks on schedule.
  • Assembled, registered, programmed, installed and tested new Avaya Nortel CS1000 IP telephones, headsets, key expansion-modules and ancillary equipment.
  • Monitor A.C.D. Contact Center queues and agents via C.C.M.A. Contact Center Management Administration, all traffic/detail reporting via InfoSelect (I.S.I.), voicemail box and menus via IX Messaging, service via Telephone System Management Information (T.S.M.I.), menu greetings via Telephone System Interface (T.U.I.), for 1800 users at major S.S.A locations.

VOIP TELECOM SUPPORT SPECIALIST

Highwire Networks
04.2008 - 06.2012
  • Played a pivotal role in the implementation of Avaya/Nortel Government Solutions station-wide Telephone System Replacement Project (TSRP) with the integration of the Social Security Administration's IVR telephone voice and data network.
  • Reviewed S.S.A VoIP TSRP network applications, site-specific Avaya/Nortel call routing and telephone applications with management and supervisors for implementation at over 100 locations nationwide.
  • Assessed each office's existing telephones, system designs, call flow, automatic distribution menu applications, and call handling, end-users telephone features and appearances, functionality, call coverage and unique applications, email and directories, all of which were integrated with the new Nortel Network.
  • Team management, created, and submitted databases site surveys and floor plans to Nortel programmers, engineers, installers, technicians and management, using team management skills to meet strict deadlines.
  • Ordered, assembled, registered, programmed, installed and tested Avaya/Nortel CS1000 IP telephones, headsets, key expansion-modules and ancillary equipment at each office.
  • Customized, scheduled, and conducted end-use VoIP telephone training based on users' unique functions, call coverage and features, including desk phones, soft phones, IX Messaging, voicemail, automatic call distribution and ancillary equipment for receptionists and interpretation services, achieving excellent ratings from all levels. Created customer/user/class-specific User Guides to meet more practical, applicable, efficient and time-saving objectives.
  • Conducted Management Information Administration training with managers and supervisors at each office to monitor call traffic/detail reporting via InfoSelect (S.I.), to manage voicemail via IX Messaging, call flow, call coverage and agents status via Contact Center Management Administration (C.M.A.), to retrieve reports from each office and to manage each call flow, and to record office menu greetings via Telephone System Interface (T.U.I.).

TELECOM SUPPORT SPECIALIST

The Woods Group
12.2000 - 04.2008
  • Designed and implemented cutover of numerous major client telephone systems to Nortel, including time-sensitive 24/7 government, medical, financial and educational accounts, completing all tasks on schedule.
  • Defined and programmed clients numbering and dialing plans for new Nortel Meridian PBX and associated voice services.
  • Conducted customer orientation, presentations, and thorough database collection with users and supervisors.
  • Configured and programmed system and station software for new Nortel Option 1 thru 81 CPBX telephone systems, including system-wide TNS, DNS, telephone features and Meridian Voice Mail (Call Pilot).
  • Team management, created, and submitted databases site surveys and floor plans to Nortel programmers, engineers, installers, technicians and management, using initial team management skills to meet strict deadlines.
  • Ordered and dispatched, operated and programmed adds, moves, changes, MACs, and repairs to existing Nortel systems.
  • Trained users in the operation of their new Nortel telephone systems, M225 attendant consoles, ACD telephone, Call Center, Meridian Voice Mail (Cal Pilot) and ancillary equipment.
  • Coordinated simultaneous major projects with carriers, vendors, installers, cable pullers, technicians, programmers and trainers to meet strict deadlines and ensure continuity in client telephone service.
  • Managed Help Desk, immediately addressing end-user telephone issues and inquiries, and resolving them expeditiously. Reduced trouble-ticket solution time by 60%.
  • Updated and maintained the client telephone directory, voicemail and telephone inventory.

NORTEL SYSTEM DESIGN SPECIALIST

Nortel Networks
08.1988 - 08.1999
  • Company Overview: (formerly Nortel Communications)
  • Conducted customer orientation, presentations, and thorough database collection with users and supervisors.
  • Designed, configured and programmed system standards station software for Nortel Option 1 thru 81 PBX and Norstar PBX telephone systems, including trunking call routing (BARS), terminal number (TNS), directory number (DNS), telephone features and Meridian Voice Mail (Cal Pilot), Automatic Attendant, ACD, and adds, moves, changes and repairs to existing systems.
  • Team management, created and submitted databases site surveys and floor plans to Nortel engineers, installers, technicians and management, using initial team management skills to meet strict deadlines.
  • Trained over 8,000 users in the operation of their new Nortel telephone systems, M225 attendant consoles, ACD telephone, Call Center, Meridian Voice Mail (Cal Pilot) and ancillary equipment.
  • Generated tens of thousands of dollars in revenue for Nortel, completing their wise overdue projects, as the on-site S.D. Sat Beth Israel Medical Center (N.Y.C.) and Montefiore Medical Center, Bronx (N.Y.), including time-sensitive 24/7 government, medical, financial, hotels and educational accounts, completing all tasks on schedule.
  • Managed Help Desk, immediately addressing end-user telephone issues and questions, and resolving them expeditiously.

TELCO LIAISON MANAGER

TelPlus Communications
08.1982 - 08.1988
  • Managed change of major clients' telephone service, including local and long-distance service and numbering plans with New York Telephone Company and other service providers for more efficient and cost-effective service. Managed Help Desk, immediately addressing end-user telephone issues and questions, and resolving them expeditiously.

ASSOCIATE PROJECT MANAGER

Executone of New York
02.1981 - 08.1982
  • Managed the cutover of major clients' telephone systems to Executone PBXs, as well as the Help Desk, immediately addressing end-user telephone issues and questions, and resolving them expeditiously.

Education

Bachelor of Science - Business Administration

Saint Francis College
Brooklyn, NY

Skills

  • Customer service
  • Remote support
  • Support services
  • Customer relationship management
  • Training and coaching
  • Technical assistance
  • Technical troubleshooting
  • Incident management
  • Escalation handling
  • Service desk operations
  • Data collection
  • Ticket management
  • Hardware troubleshooting
  • Call management
  • Helpdesk operations
  • Telecommunications
  • Issue resolution
  • IT ticket documentation
  • Troubleshooting and Diagnostics
  • User training

Certification

  • Avaya Certified: CS1000 switch Management Information System (M.I.S.), Contact Center Management Administration, C.M.A, Telephone Service Management Implementation (T.S.M.I.), InfoSelect Implementation (S.I.), U.C.M. Remedy (MACs) and IX Messaging.
  • Norte Certified: Option 1 thru 81 CPBXs Meridian Voice Mail System Administration and Application, Automatic Call Distribution (ACD) Administration, Basic Alternate Route Selection (BARS), Norstar Key System and Norte Administration Tools (MAT).

Timeline

VOIP HELPDESK SUPPORT SPECIALIST

Highwire Networks/ServicePoint
06.2012 - 04.2025

VOIP TELECOM SUPPORT SPECIALIST

Highwire Networks
04.2008 - 06.2012

TELECOM SUPPORT SPECIALIST

The Woods Group
12.2000 - 04.2008

NORTEL SYSTEM DESIGN SPECIALIST

Nortel Networks
08.1988 - 08.1999

TELCO LIAISON MANAGER

TelPlus Communications
08.1982 - 08.1988

ASSOCIATE PROJECT MANAGER

Executone of New York
02.1981 - 08.1982

Bachelor of Science - Business Administration

Saint Francis College

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PATRICK J. O’BEIRNE