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Nov 10, 2009 5:33 PM
by: Avaya_guy
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Resume critique plse - Any improvments welcomed
Posted:
Nov 6, 2009 2:52 PM
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The print out version is two pages, I have a feeling this resume may be too detailed and not easy to scan. I have been getting interviews with it, but would like to improve it, thank you.
Name
address, CA
(xxx) xxx-xxxx
email
Solution Oriented Telecom Engineer
SUMMARY
•Over 9 years of solid experience in supporting large call centers and maintaining phone systems, AVAYA, NORTEL and ASPECT ACD.
•Seasoned and successful in completing complex system integration IT projects.
•Proven track record in resolving high priority system outages in a fast paced environment.
•Highly motivated self-starter with emphasis in teamwork and dedication.
•Solid communicator who strives in providing superior customer service.
TECHNICAL EXPERIENCE
•Avaya VoIP Communication Manager, Nortel Option 61c, Symposium CC6 & Aspect ACD.
•VoIP telephony programmed Avaya 4621- 9600 series IP phones, remote agent softphone.
•Voicemails: Avaya Audix, Modular Messaging, Nortel Meridian Mail.
•In depth knowledge provisioning for T1 PRI, working with LD carriers AT&T & Qwest.
•Working knowledge of Cisco IP addressing, subnets, default gateways, VLANs, DHCP, TFTP & DNS. Understanding of VoIP principles H.323, G.711, G.729a, Option 176,150.
•CTI applications Nice Perform & Symon. CDR, CAS Call Accounting, CMS Call Reporting.
•Software: Lotus Notes, MS Office, Excel, Visio, Power Point, XP, Server 2003, RDP.
PROFESSIONAL EXPERIENCE
Company A November 2008 - Present
Contact Center Integration Engineer
Project: Upgrade Contact Center and lab to Nortel CCMS 6.0 and CS1000. Integration of CTI applications (Nice Perform 3.0 call & screen recording, Symon 9.2).
Responsibilities:
•Provided technical consulting and managed sub projects for the key systems (PBX, ACD, and CTI technologies) upgrade of the Kaiser Permanente Los Angeles Medical Center.
•Directed vendor teams (Verizon, Nice, & Symon) to successfully complete project initiatives.
•Collaborated with call center management to advise and resolve business requirements.
•Resolved complex technical issues, coordinated IP addressing, server build partitioning and Active Directory requirements for systems upgrade and integration.
•Ensured Kaiser IT policies and state regulatory codes were in accordance.
•Performed system design, testing and traffic monitoring.
•Maintained and updated corporate wide IT teleco equipment and software version inventory.
•Completed critical project tasks, SOW revision, weekly status reports, site deployment schedule and back out plan.
Company B December 2007 - November 2008
Telecom Engineer
Responsibilities:
•Programmed and maintained Avaya G3si VoIP switch, Aspect ACD and remote support of S8720 using tools of the trade such as Communication Manager, ASA, GEDI, Vectors, VDN’s, Skills, ARS tables, CLAN and Medpro card.
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•Primary Telecom engineer supporting a 350 agents contact center in addition to 150 PBX subscribers.
•Performed routine system backup, monitored and resolved system alarms on both Avaya, Aspect and Nice recording system.
•Resolved all telecom related issues using Information Technology Helpdesk ticketing, performed MACs.
•Responded to on call after hours and weekend projects.
Company C January 2006 – November 2007
Telecom Administrator
Responsibilities:
•Administrator of Avaya Definity G3r supporting a 450 seats call center.
•Performed administration, maintenance, backups and upgrades of Avaya G3r and its sub systems, Audix, CAS and CMS Centre Vu.
•Performed proactive traffic and utilization analysis to trend and predict service consumption and growth.
•Configured, tested, monitored and troubleshooted DS1 trunks.
•Updated & created documentation to reflect changes to processes, training, & call flows.
Project: Avaya VoIP Migration to S8300 & G350 media gateway
•Supported Avaya migration to S8300 VoIP project for the Bally Total Fitness corporate headquarter.
•Performed administration, install, troubleshooting, deployment and configuration of 9260 IP phones.
Company D August 2001 - December 2005
Telecom Analyst
Responsibilities:
•Administered enterprise call center Aspect ACD and Nortel option 61 PBX, Meridian Mail.
•Configured and optimized all telephone systems and services, voicemail and PBX communication systems.
•Coordinated and performed local hands on and remote day-to-day maintenance, MAC’s, punch downs, IDF closets and Video Conference.
•Maintained and updated electronic records and databases consisting of billing, vendor and roster information.
Project: Aspect and Nortel upgrade. Telco systems office relocation.
•Coordinated upgrades of enterprise Aspect (8.4 to 9.0) and Nortel (release 24 to 25) phone systems.
•Coordinated and led remote office relocation of Telco equipment and T1 lines.
•Installed and tested remote shelf and peripherals equipment.
EDUCATION
•Bachelor of Science in Telecommunication Management - Devry University
TRAINING
•Avaya Advanced class - Walt Medak
•Aspect ACD Call Center management – Aspect
•Nortel – Database for administrator- Global Knowledge
•CCNA - Cisco Certified Network Associate (In process)
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Posts:
2,186
Registered:
5/2/09
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Re: Resume critique plse - Any improvments welcomed
Posted:
Nov 7, 2009 9:26 AM
in response to: Avaya_guy
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Hey Avaya guy, brings back good memories - a fifteen bagger from $1 to $15 - with 10,000 shares - pity I lost half of it
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Posts:
1,382
Registered:
4/24/07
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Resume critique plse - Any improvments welcomed
Posted:
Nov 8, 2009 6:46 AM
in response to: Avaya_guy
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> The print out version is two pages, I have a feeling
> this resume may be too detailed and not easy to scan.
> I have been getting interviews with it, but would
> like to improve it, thank you.
The fact you are getting interviews suggests the resume is fine. Your weakness might lay in your interview skills or presentation. Please do not take offense to the preceding comment. Are you upbeat and positive during the interview? Does the body language of the interviewer(s) show their interest or disinterest and how do you react? According to your resume you are still employed which is good. The work history looks like a consultant but is presented as though you were an employee at each firm; are you an employee or a consultant? On the other hand, you might be perfectly suited for the positions to which you are applying but due to the large competitor pool you are not the strongest candidate. There was a time when your skills would have guaranteed you more well-paying work than you could complete in ten lifetimes. These days not so much.
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Posts:
26
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2/10/08
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Re: Resume critique plse - Any improvments welcomed
Posted:
Nov 8, 2009 8:05 PM
in response to: NHJoan
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Yes, I didn't catch that train too 
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Posts:
26
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2/10/08
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Re: Resume critique plse - Any improvments welcomed
Posted:
Nov 8, 2009 8:07 PM
in response to: idm
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Thank you IDM for the reply. So far the interviews I have had were not exactly what I have been looking for and don't believe it was a overall good fit.
I'm more of an engineer and would like to translate that into my resume. Particularly my Avaya skills.
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914
Registered:
11/17/06
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Re: Resume critique plse - Any improvments welcomed
Posted:
Nov 10, 2009 4:56 PM
in response to: Avaya_guy
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Dear Avaya_guy,
As long as your resume doesn’t exceed two pages, and you’ve uploaded it in plain text format, you'll meet the scanning criteria for most systems. If you're landing interviews, it indicates that you’ve integrated many of the keywords from the job description into your resume; you’ve also used a wide assortment of action verbs and a variety of adjectives to describe your accomplishments, which undoubtedly impresses the reviewers.
If you’d like to establish yourself as an Avaya expert or guru, simply create a slightly different version of your resume and send it to companies with Avaya installations. Change your branding statement and summarize your Avaya experience under each major functional area (installations, trouble shooting, integration, maintenance etc). To keep your specialized resume from exceeding two pages, consolidate your remaining experience under each major functional area and provide a list of the other systems you’ve supported like Nortel and Aspect.
Your resume clearly demonstrates your technical prowess. To take your game to the next level, expand upon your experience collaborating with managers and your ability to understand and influence business outcomes using your technical expertise.
You reference those capabilities in your experience summary through this statement:
“Solid communicator who strives in providing superior customer service.” (Try: Excellent communicator with a penchant for delivering superior customer service.)
And this experience bullet:
“Collaborated with call center management to advise and resolve business requirements.”
But you don’t validate your claims with specific examples, and doing so will separate you from other candidates. Develop a few vignettes, weave them into your resume and discuss them during interviews so prospective employers are dazzled by your total package of capabilities.
Good luck.
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Posts:
26
Registered:
2/10/08
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Re: Resume critique plse - Any improvments welcomed
Posted:
Nov 10, 2009 5:33 PM
in response to: LeslieDiceExpert
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Wow! Thank you for the great feedback Leslie! Will follow your advice and keep this thread posted.
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Legend
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Helpful Answer
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Correct Answer
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