Steve Deno

• Managed Team of 15 Technical Enterprise Architects
• Interviewed hired contractors as needed
• Interviewed and hired FTE resources
• Team delivered over 30,000 billable hours annually
• Estimated $9,000,000 in annual revenue
• Planning and implementation of strategic initiatives
• Best aspects – Mentoring, and enabling success of the team
• Presales – working with sales teams and customers presenting solutions, roadmaps to meet customer requirements and expectations
• Technical Skills – Avaya Solutions, all UC configurations, understanding of call center solutions
• Soft Skills – communication, listening, thinking outside the box, conflict resolution
• Strong in Microsoft Office Suit
• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
• Provided detailed advice to customers regarding Communications Solutions.
• Collaborated with clients from concept through final delivery of product or service.
• Analyzed problematic areas to provide recommendations and solutions.
• Aligned closely with business owners and employees to gather information and gain operational insight.
• Worked with project teams and maintained quality-minded schedules.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Integrated technology and business operations to identify targeted solutions to customer issues.
• Implemented practices and procedures to reduce expenditures and increase savings.
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Identified issues, analyzed information and provided solutions to problems

• Individual contributor, worked well as part of the technical team
• Primarily responsible for consulting with customers and business partners on integrating communication applications with their business processes and applications
• Serve as the solutions architect and thought leader in the strategic design, integration and implementation of complex multi-vendor global voice communication solutions
• Create and enhance sophisticated communication architectures and communicate those designs in verbal and written forms inappropriate terms to customers, partners, suppliers and implementation resources
• Provide exceptional strategic, technical and analytical support to clients in identifying, analyzing, and resolving problems of moderate to highly complex business communication systems
• Self-directed, make major contributions to teams, and contribute significantly to client satisfaction
• Interface directly with clients to recognize additional business opportunities and help to develop them
• I had a significant focus on Avaya Aura Communication Manager, System and Session Manager, and Messaging
• Charged with developing industry leading IP, SIP telephony solution architecture and design methodology, and to provide efficient and comprehensive solution development support for the APS Global Organization
• Designing and documenting Avaya Aura Communication Manager, System and Session Manager, Session Initiated Protocol(SIP) applications and services, as wells as SIP Centralized Trunking
• Helping customer develop and realize their voice failover strategy
• Also from a design perspective, familiar Avaya Aura Conferencing, Avaya Aura Messaging, Avaya Aura Session Boarder Controller Enterprise, AES, CMS
• Tools to perform tasks include, but not limited to, Microsoft Office suite, word, excel, power point, Visio
• I also am very hands on products and services, reading technical manuals, maintenance manuals, implementation guides, as well as white papers, and configuration notes
• Also as part of my design duties, I am part of an initiative from APS on training Business Partners; I have conducted training to the business partner community
• I have also delivered peer training to the APS ASA Teams
• Over the years I have received multiple ovation awards from the leadership team.
• Resolved issues related to operational components for LAN, WAN and voice systems.
• Designed and implemented system security and data assurance.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
• Defined enterprise processes and best practices and tailored enterprise processes for applications.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Proved successful working within tight deadlines and a fast-paced environment.
• Gained strong leadership skills by managing projects from start to finish.
• Organized and detail-oriented with a strong work ethic.
• Identified issues, analyzed information and provided solutions to problems.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Worked effectively in fast-paced environments.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Passionate about learning and committed to continual improvement.

• Configuration details of the Avaya UC Solution. Communication Manager, System/Session Managers
• Avaya Dial Plans
• Avaya IP-Network Regions
• Tested functional compliance of company products.
• Tested and deployed scalable and highly available software products.
• Tuned systems to boost performance.
• Translated technical concepts and information into terms parties could easily comprehend.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
• Developed conversion and system implementation plans.

• Tested functional compliance of company products.
• Tested and deployed scalable and highly available software products.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Investigated new and emerging software applications to select and implement administrative information systems.
• Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
• Supervised work of programmers, designers and technicians, assigned tasks and monitored performance against targets.
• Collaborated with other departments to facilitate successful project completion.

Configuration details of the Avaya UC Solution Tested functional compliance of company products.

• Tested and deployed scalable and highly available software products.
• Tuned systems to boost performance. Translated technical concepts and information into terms parties could easily comprehend.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
• Developed conversion and system implementation plans.

Configurations of ISDN-PRI, and digital trunks into the Avaya solution.

Managed incoming DNIS from a dial plan, and incoming call handling.

Wrote proposals using template, and followed up with customers.

Private Avaya networking DCS, DSC+, and QSIG.

Avaya Call Center environment

• Trouble Resolution
• Documentation review
• Customer Training
• Adds / Move / Changes

• Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors.
• Accepted and processed supply requests from staff, and placed orders per procedures.
• Reviewed proposals, qualified vendors, and recommended optimal suppliers.
• Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
• Sourced and qualified bidders, obtained favorable pricing and finalized contracts.
• Collaborated with internal departments to identify and manage demand for material and services.
• Developed and implemented strategies to reduce operational costs.