Robert Haffner

Experience

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  Avaya

  Jul 1996 - Apr 2012

  Tier III Engineer and Programmer

  ● Messaging Backbone Engineer○ Tier 3 customer support of Linux/Windows/Lotus based Avaya Modular Messaging voicemail servers.○ Tier 3 support of UNIX/Linux based Avaya Intuity voicemail server and Avaya Message Networking servers.○ Subject Matter Expert on Linux and UNIX. ● Quality Control System Verification Test Engineer○ Created test plans, setup customer environments and tested service packs for Avaya Modular Messaging solutions to ensure product enhancements and issue corrections are working properly and not going to cause other issues before being released to Avaya customers.● Expert Tools Developer○ Developer for tools used by expert systems to collect data and information from a multitude of Avaya based solutions.● E-Business Application and Database Developer○ Designed web-based tools for the use of the sales teams to maximize communication and efficiency of product maintenance, distribution and delivery.○ Collaboration with cross-functional teams in the TSO/Business Partner organization to provide web-based applications for one site location to gather information needed to support external customers.○ Created web-based tools for field technicians to support their needs to work with customer products in the form of documentation, upgrading tools and communication with appropriate support staff.● Product Performance Analysis and Alarm Team○ Product alarm support for customers Avaya equipment to troubleshoot and correct issues most of the time before customers even knew there was an issue.○ Identify alarming trends and develop new troubleshooting and solutions to ensure issues are corrected.○ Work with development and Tier 4 teams to identify areas of high impacting issues to improve Avaya products.● System Application Specialist○ Helpline support of UNIX based Intuity voicemail, Intuity Lodging and Message Networking servers for external customers. ○ Work with Tier III support with troubleshooting and providing quick solutions. Show less

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  Altura Communication Solutions

  May 2012 - May 2017

  Professional Services Engineer

  ● Led end-to-end product life cycle professional services for external clients, encompassing planning, implementation, installation, upgrades, administration, and troubleshooting, ensuring seamless operations.• Conducted on-site work in a professional manner, providing training to users for effective system utilization and smooth transitions.• Demonstrated expertise as a subject matter specialist in Avaya Modular Messaging, AVST Call Xpress, Avaya Scopia Video Solution, Radvision Video Solution, IP network implementation, configuration, and Avaya Communication Manager.• Collaborated with vendors to troubleshoot issues and ensure site compliance, guaranteeing successful installations and optimal system performance. Show less

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  CVS Health

  Aug 2017 - Mar 2021

  Senior Telecommunications Analyst

  Managed installation, administration, and troubleshooting of telephony equipment, including Avaya servers and third-party devices, ensuring seamless support for internal and external customers.• Led migration efforts from legacy end user equipment to newer IP-based systems, improving efficiency and functionality.• Upgraded networking infrastructure, implementing IP and SIP servers and routers for enhanced connectivity and performance.• Served as the Subject Matter Expert for voicemail systems, providing expertise in configuration, support, and troubleshooting, contributing to a smooth communication environment. Show less

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  Avaya

  Apr 2021 - Mar 2024

  System Engineer

  Led implementation, upgrades, administration, and maintenance of Avaya and third-party products for the Next Generation Telephony Project (NGTP) at the Social Security Administration.• Managed systems including Verint voice recording, Avaya IX Messaging, Sentry 911, Nextalk, Mutare, Avaya AI, Avaya Communication Manager, Avaya System Manager, and Avaya Session Manager.• Provided support for VMware server administration, ensuring connectivity and optimal disk allocation.• Ensured smooth transition of users and systems during the migration from the Unification solution to the NGTP solution, ensuring uninterrupted functionality and user experience. Show less

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  Public Service Company of New Mexico (PNM)

  Sept 2024 - now

  Telecommunications Engineer