Raymond Ledward

Experience

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  Panasonic

  May 1996 - Dec 2002

  DBS Tech Center

   Second level support for Panasonic DBS Technical Support. Worked with engineering, sales and marketing in DBS product development. Traveled to customer sites for new product installation, advanced troubleshooting, and problem escalation. Approved system and technical documents before releasing to certified business partners. Panasonic DBS Technical Support. Logged and managed all calls in a HEAT call tracking system.

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  Nu

  Jan 2003 - Oct 2004

  Nu-Tel Communications

  Field Service Technician

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  Phonextra

  Oct 2004 - Sept 2008

  Software Specialist

   Lead Software Specialist for MetLife phone systems contracted through PhoneXtra.  Installing, programming, upgrading, testing and training on Avaya ECG solutions. Used ProVision to install, program, migrate and upgrade Avaya ECG systems. Systems supported: System Platform, System & Session Manager, Communication Manager, S8800, S87XX, S85XX, S84XX, S8300, GXXX Gateways, AES, Definity, Intuity Audix LX, Modular Messaging, CMM, IA770 and SAL. Programming, installation and support all Avaya IP telephones. 96XX, 46XX, 16XX Show less

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  Strategic Products and Services (SPS)

  Jan 2008 - Oct 2014

   Point of contact for SPS’s highest profile accounts that subscribe to Advocate TAS services. Acting as an extension to the customer’s internal IT organization.  Providing day-to-day supervision of service issues and acting as the first point of contact for technical escalations. Serving as a technical subject matter expert for assigned customers. Accountable for open case management, status and resource coordination.  Providing indirect supervision, leadership and management of the service team as it relates to open orders, queues, alarms, escalations and recurring services. Coordinating and managing training efforts for service teams specific to the supported the customer’s needs. Proactive monitoring of the customer systems. Arranges daily and weekly meetings to review all technical matters. On-boarding of new customer accounts. Working to secure system access and writing policies and procedures to ensure a smooth support transition to SPS service. Show less

  • Technical Account Supervisor

    Jun 2013 - Oct 2014

  • Converged System Specialist

    Jan 2008 - Jun 2013
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  Edge Communications

  Oct 2014 - Jul 2022

  Lead Avaya engineer for Panasonic North America (PNA). Maintaining the day to day phone needs for 3000 users and 10 locations. Project Managing all upgrades and new locations for Panasonic. Includes designing, building, programming and installation of all Avaya & Panasonic equipment.  Managing all carrier needs for new and existing service. Maintaining the hardware & firmware on all Avaya and Panasonic converged equipment. Includes System Platform 6.3, CM 6.3, System Manager 6.3, Session Manager 6.3, AAM 6.3, G450’s, G430’s, SAL gateway, MM boards and Panasonic KX-UT & KX-HDV SIP stations. Maintaining daily, weekly and monthly backups. Alarm monitoring and troubleshooting. Working with Avaya on all advanced problems to resolution.  Managing Avaya GRT and PLDS for the Panasonic. Show less

  • Avaya Field Engineer

    Oct 2018 - Jul 2022

  • Panasonic North America (PNA) - Avaya Engineer

    Oct 2014 - Oct 2018
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  Carousel Industries

  May 2022 - now

  Principal Engineer (Avaya)