James Logan(US Citizen/UK Residence 1992)

6 Kalman GardensOld Farm Park

Milton Keynes, MK7 8QHMobile: 07591 676681

jloganmk @me.comhttps://uk.linkedin.com/in/james-logan-08781813

Highly experienced within the Avaya Communications Manager environment, extensive knowledge and skills in the management and support of multiple Contact Centre/PABX sites. Seeking an opportunity in a leading role to utilise present Avaya VOIP skills and Telephony experience in a rewarding and dynamic environment.

SKILLS & EXPERIENCE Avaya

Avaya Aura CM6.3 S8800/G650/G450, S8300 (LSP), Avaya Aura System & Session Manager, Session Border Controller 6.3 Avaya Aura Experience Portal 6.x Avaya Aura Conferencing 6.x Network/VOIP configuration – G450, C-LAN, MedPro, Network Regions, IGAR 96xx series IP Phones softphone configuration Maintenance, fault isolation & restoration to component level Advance Avaya Administration – System configuration Avaya Messaging voice mail system Avaya One-X Communicator Call Recorder – Witness ACR v10 & v7.8 Verint Impact 360 to include KMS encryption, Witness

Viewer, and Archive servers Call Management System (CMS) CMS Maintenance and Administration. Contact Centre CMS reports and trends analysis. Designing of call flow routines utilising VDN extensions, vectors, and variables Solid TCPIP/Cisco Knowledge

Systems tools Prognosis Nectar BT Inbound Architect Gamma MyInbound

Auxiliaries Call loggers – Oak, Tiger, Sentel, Winlink IVR – Avaya Aura Experience Portal, Syntellect SCP v7 Dialler – Rostrvm Symon Wallboards

Key Responsibilities Maintaining all Avaya systems and auxiliaries to ensure the highest state of readiness and minimum downtime System configuration using Avaya ASA, Avaya System and Session Manager, VAL manager, putty Planning and implementing of telephony projects (i.e. installations of new equipment or enhancements) within

agreed time scales and budgetary agreements. Management of third party suppliers in accordance with agreed maintenance support contract. Implementation of scheduled back-up procedures for all telephony systems Strategic infrastructure planning in line with current and future business requirements Vendor management to include contract negotiation and performance monitoring Procedure implementation and documentation in accordance with company policies Consultant to Call Centre Ops on all aspects of PABX and CMS systems: Automatic Call Distribution Telecom Technical Project Lead Management of all telephony services to include inbound NGN’s for telemarketing, outbound service to include

SIP and ISDN30 circuits Financial budget reporting and monitoring of capital expensive & operational cost. Team lead (previous role)– Ensuring telephony team delivered services within agreed SLA’s,

personnel performance management and review, managing training requirements, fostering strong team sprite and teamwork

EMPLOYMENTTelecom Specialist Volkswagen Financial Services Milton Keynes23 October 2013 - PresentTelecom system management (Maintenance, Installation, and project implementation)Vendor management (Service reviews, data and voice circuit orders, & spend trends)Achievements November 2015 – Fully implemented Prognosis for the proactive monitoring of the core Avaya System. Implemented Oak logger for the monitoring of call activity to identify cost savings, identify fraud and abuse, and tracking customer behaviour

October 2015 – As Technical Telephony lead I successfully managed the migration of the standby Avaya system to refurbished location. To include all data and voice circuitsIntroduced the Telephony Overview Workshop to provide key contact centre personnel with basic Avaya and Telephony Infrastructure system knowledge

January 2015 – As Technical Telephony lead I successfully managed the migration of the core Avaya system to the new headquarter location. This included the migration away from ISDN30 to 270 SIP channels with full redundancy. Including all data and voice circuits.

2014 Successfully implemented DR failover procedure. Reducing the initial DR test from 4 hours to 50 minutes.

Lead Telecom Analyst Affinion International Slough1 September 2005 – 21 October 2013Telecom system management (Maintenance, Installation, and project implementation)Vendor management, (Service reviews, data and voice circuit orders, & spend trends)Team lead Achievements April 2012 & Feb 2013 – Madrid, Spain and Berlin Germany, as a continuation of the corporate consolidation strategy successfully implemented survivable Avaya LSP VOIP solutions utilising S8300 servers and G450 gateways.

2011 As part of an initial corporate consolidation strategy implemented a VOIP solution for a 140 seat contact centre with survivable LSP. This included remapping dial plan from 4 digits to 7 digits. Utilising IGAR and CAC for call routing redundancy between main site and consolidated sites.

2010 successfully deployed a Witness calls recorders (7.8) in three European sites to include Witness Viewer, KMS encryption server, and Archive Manager as shared resources off main UK siteAs Telecom lead was responsible for upgrading several European contact centres to Avaya CM4 and CM5

Senior Telecom Engineer MCI/Verizon Reading1 November 2003 – 30 August 2005Maintenance of Definity switches and CMS systems V12AchievementsSuccessfully installed/integrated 2 EPN (remote Avaya expansion) sites in the Czech Republic to the main UK office in Reading

Field Service Engineer Corporate Communications London13 January 2002 - 31 October 2003Maintenance of Definity switches and CMS systems V9.5AchievementsPlayed a key role in the successful removal of a customer’s Aspect System and Avaya System installation and training of supervisors and agents

EDUCATIONHNC in Computing 1993 - 1995 Buckinghamshire College High Wycombe

Merit received in Managing & developing selfMerit received in Computer Fundamentals (IT)Merit received in System Analysis & Design

Avaya TrainingAvaya Session Border Controller Implement and Support12 – 14 October 2016 Global Knowledge Virtual Classroom

Avaya Aura Session Manager and System Manager SupportDecember 2015 Global Knowledge Virtual Classroom

S8700 Workshop Western Convergence Hayward HeathFebruary 2010

Avaya S8300 Fast trackNovember 2009 Western Convergence Hayward Heath

Avaya Certification of Associate Engineer (Awarded)4 September 2002 Self study Avaya CMS Installation & Maintenance6 August 2002 Crane Tec Hayward Heath

Avaya CMS (Call Management System) Administrator16 & 17 September 1997 Lucent Technologies Farnborough, Hants

CERTIFIED TRAINING & QUALIFICATIONSIP/NetworkingIntroduction to Session Initiation ProtocolDecember 2014 Global Knowledge Virtual Classroom

CompTia Convergence+ Certified Professional

3 July 2009 Self studyExam result Passed

(VOIP)Voice over IP2 December 2005 Learning Tree LondonExam result Passed

Cisco Routers: A Comprehensive Hands-on Introduction23 - 26 September 2003 Learning Tree LondonExam result Passed

Hands-on Internetworking with TCP/IP12 - 15 August 2003 Learning Tree LondonExam result Passed

INTERESTS IAUG Member – International Avaya User Group Further IT Training - CCNA – Self training through Boson training material General Fitness/Personal wellbeing

Cycling, Running, and Weight trainingFamily, music, and dining out