Peter Banks
Charlotte
Summary
Dynamic Telecom Voice Engineer with proven success at XPO Logistics, specializing in PBX systems and VoIP installations. Expert in managing large-scale deployments and enhancing operational efficiency. Strong problem-solving skills complemented by extensive experience in ServiceNow and infrastructure support tools, driving impactful results in enterprise communications.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Telecom Voice Engineer
Talent Group @ XPO Logistics
Ballantyne
02.2024 - 11.2025
- Migrated Avaya System Manager 8.1 to Avaya Cloud Office, ensuring seamless transition for enterprise communications.
- Configured and deployed VoIP phones on hosted services, supporting call routing and voicemail systems.
- Led Call Center migration from Avaya one-x to Avaya Infinity Desktop, improving operational efficiency.
- Developed call routing plans with business partners and coordinated implementation across multiple departments
- Provided technical engineering support for Call Center call flow design and troubleshooting.
- Managed large-scale phone deployments and DID design coordination for enterprise-wide communications.
- Collaborated with telecom vendors including Avaya, Verizon, and AT&T to escalate and resolve critical issues.
- Utilized ServiceNow for incident management, logging, prioritizing, and resolving technical issues.
IT Analyst
Pyramid Consulting Inc. @ Atrium Health
Charlotte
03.2022 - 06.2024
- Led team during Epic Go Live Waves 3, 4, and 5, coaching team members and developing strengths to meet project deadlines.
- Managed PC refresh initiatives for hardware and peripherals supporting EPIC systems implementation.
- Prepared healthcare client technical environments for Epic EMR Software implementation across multiple facilities.
- Upgraded IT infrastructure on-site to support Epic system Go-Live, ensuring readiness for critical healthcare operations.
- Managed workstation, printer, e-signature pad, and barcode scanner updates connecting to Epic EHR systems.
- Conducted TDR testing in Epic test environments to validate system functionality.
- Resolved trouble tickets through ServiceNow and managed software deployments via BigFix.
IT Support Engineer
PB IT Services LLC
Charlotte
01.2021 - 10.2023
- Managed business operations while providing computer sales and technical services to diverse client base.
- Delivered technical support for desktop, laptop, peripheral, and network connectivity issues.
- Provided VoIP support including 66/110 punch down, phone installation, and connectivity troubleshooting.
- Performed Windows Server installations, software updates, network patching, and Active Directory management
- Conducted telecommunications troubleshooting using specialized tools including butt sets, tone generators, and network testers.
- Installed data center rack devices, network drops, and low voltage wiring with proper terminations
- Served as Xerox Authorized Service Provider, managing printer maintenance and support.
- Executed IT projects for small, medium, and large companies across NC and SC regions
Telecom Voice Analyst
Johnson Service Group @ Duke Energy
Charlotte
07.2018 - 07.2020
- Resolved voice endpoint incidents for desk phones, softphones, voicemail, and audio conference systems.
- Administered Cisco/Avaya PBX systems and processed voice MACD requests for enterprise communications.
- Supported voice telephone builds for Avaya/Cisco phone systems across multiple business units.
- Managed pager systems as SME, creating and updating pager groups and cell setup in Prism SRU.
- Maintained pager servers, generated reports, and performed server monitoring and maintenance tasks.
- Utilized multiple tools including Avaya CM, Cisco Unity, CUCM, PowerShell, and CMS Supervisor for system support.
- Managed Active Directory queries and used monitoring tools including SolarWinds, Telenium, and Prognosis.
Help Desk Analyst
Johnson Service Group @ Duke Energy
Charlotte
07.2015 - 07.2018
- Provided technical support to end users in enterprise environment supporting Windows, MAC OS, and corporate applications.
- Achieved 62% first call resolution rate in multi-platform, diverse systems environment.
- Delivered application support, configuration, and end-user training across multiple platforms.
- Managed Active Directory functions including account unlocks, password resets, and RSA authentication administration.
- Administered Airwatch BitLocker encryption for Apple products and performed LDAP PC asset lookups.
- Executed SCCM installations, script running, and software de-installations for enterprise systems.
- Managed incident tickets through Remedy IT Service Management System with proper routing and documentation.
- Supported Virtual Desktop, Office 365, Citrix applications, and enterprise software including Peoplesoft and Maximo.
IT Support Technician
TEKsystems, Inc. @ Novant / Dimensions
Charlotte
06.2013 - 03.2015
- Provided onsite and offsite technical support for hardware, software, printers, and network connectivity.
- Participated in Epic Medical Software Go Live migration, supporting critical healthcare system implementation.
- Configured Citrix installations and troubleshot connection issues using SCCM and Xenapp admin tools.
- Deployed Windows 7 Embedded systems via MDT setup for healthcare environment computers.
- Assembled hardware and peripherals for medical equipment including Enovate carts and wall-mounted systems.
- Created knowledge articles documenting technical procedures for team reference and training.
- Managed cable infrastructure for medical carts, wall cabinets, and computer installations.
- Configured network printers and performed network patching in LAN closets for connectivity activation.
NOC BMC Remedy Migration
DISYS Corp @ TWC
Charlotte
01.2012 - 11.2012
- Migrated service desk tickets from legacy BMC system to new BMC Remedy system.
- Managed incident assignments for telephony tickets to appropriate department engineers.
- Performed voice mail password resets and changes in modular messaging system.
- Executed CMS skill additions and changes to support call center operations.
- Utilized Microsoft Office suite for documentation and communication tasks.
- Maintained access to Modular Messaging servers and CMS admin tools for system administration.
IT Support Technician
AngioDynamics
Fremont
07.2008 - 10.2011
- Provided multi-level technical support for hardware, software, and telecommunications across four global locations.
- Assisted network administrator with server management, backups, installations, and configurations.
- Managed Active Directory functions including account resets, updates, and deactivations for enterprise users.
- Supported telecommunications systems including data, fax, voice, and cellular communications.
- Administered Exchange Management Console and Modular messaging for Avaya telecommunication systems.
- Utilized VMware for Windows OS troubleshooting and system recovery operations.
- Managed hardware and software procurement through SAP ERP system for IT department needs.
- Delivered remote technical support via Help Desk Call Center and Bomgar remote access tools.
Education
Bachelor of Science - IT & Networking/Cyber Security
DeVry University
Lisle, IL06.2024
Associates of Applied Science - IT & Networking/Network Admin
DeVry University
Lisle, IL10.2022
Certificate - Computer Entry Operation
SCS Business & Technical Institute
Newark, NJ07.1987
Skills
- Network knowledge
- PBX systems
- Voice additions
- Configuration changes
- Access management
- Systems administration
- Low voltage wiring
- Cable terminations
- Rack and stack management
- Wire systems management
- VOIP installations
- ServiceNow platform
- BMC Remedy tools
- Infrastructure support tools
- Office 365 suite
- Windows OS expertise (7, 10, 11)
- Azure cloud computing
- Virtual computing
Certification
Networking Essentials
Training
- I T Networking, I & II
- Tech & Info Systems [IOT], I & II
- Operating Systems [Linux]
- Technical Writing
- Programming [Python], I & II
- Cloud Computing [Azure]
- Information System Security
- Fundamentals of Infrastructure Security
- Wired, Optical and Wireless Communication
- Principles & Theory of Security Management
- Project Management
References
Offered upon request.
Timeline
Telecom Voice Engineer
Talent Group @ XPO Logistics
02.2024 - 11.2025
IT Analyst
Pyramid Consulting Inc. @ Atrium Health
03.2022 - 06.2024
IT Support Engineer
PB IT Services LLC
01.2021 - 10.2023
Telecom Voice Analyst
Johnson Service Group @ Duke Energy
07.2018 - 07.2020
Help Desk Analyst
Johnson Service Group @ Duke Energy
07.2015 - 07.2018
IT Support Technician
TEKsystems, Inc. @ Novant / Dimensions
06.2013 - 03.2015
NOC BMC Remedy Migration
DISYS Corp @ TWC
01.2012 - 11.2012
IT Support Technician
AngioDynamics
07.2008 - 10.2011
Bachelor of Science - IT & Networking/Cyber Security
DeVry University
Associates of Applied Science - IT & Networking/Network Admin
DeVry University
Certificate - Computer Entry Operation
SCS Business & Technical Institute