Anthony Pennisi

I am Anthony Pennisi, a Senior Voice/Contact Center Engineer/Project Manager with over 20 years in the Telecommunications industry-Visit Avcentel Communications at https://avacentelcommunications.godaddysites.com

Anthony Pennisi's Bio:

Anthony Pennisi's Experience:

• Senior Voice and Contact Center Engineer/Project Manager at Avacentel Communications

  September 2020 - Present | North Carolina

  Design, plan, implement, and support Avaya/NICE call center applications. Develop telecommunications roadmaps in the Avaya space. Expert in change management processes and development/implementation of lab and production environment run books, test plans, and UAT execution. Collaborate with Director of Business Continuity/Disaster Recovery in the planning, implementation and testing of Business Continuity of the telecommunications infrastructure. End to End Project Management /Project Lead for all contact center infrastructure projects. End to End Project Management /Project Lead for all data center/voice infrastructure projects SIP service trunking migration install, configuration and management. Interpret and use technical documentation and authoring or updating technical documents and procedures using Word, Excel, Visio, and Wiki. Organize and review the work of other technical IT staff as the team lead/project lead. Train and mentor junior personnel. Responsible for vendor management-building and maintaining vendor and business partner relationships. Communicate technical concepts clearly with technical and non-technical staff and managers.

• Senior Contact Center Engineer, Lead at MetLife

  July 2015 - August 2020 | North Carolina

  Designed and implemented voice systems into the current Avaya voice contact center infrastructure for domestic and Latin America MetLife offices Designed and implemented voice systems into the current voice infrastructure. Structured Proof of Concept projects including the testing of headsets, phones, and polycoms. Made recommendations to implement new telephony hardware in the production environment. Project Management in the implementation of various voice infrastructure projects from end to end. Collaborated with Avaya business partners in the voice infrastructure design and implementation RFP process, including negotiating pricing and reviewing/approving the Vendor SOW. Gathered and reviewed data and cost analysis in order to make recommendations to upper management with regards to approval of voice infrastructure projects. Collaborated with Circuit Vendors to ensure delivery, implementation and testing of voice circuits. Partnered with business units and Call Center teams on the telephony configuration for projects including telephone template configuration, data gathering, complex call flows, and Call Center design. Developed documentation for all voice systems, adjuncts, call center designs, troubleshooting and resolution documents, BC/DR documentation, and service provider circuit documentation. Responsible for all Change Control for projects, including submission for implementation approvals, method or procedures, and pre/port implementation testing. Led team on project updates and staffing concerns with regards to new and ongoing projects. Worked with the Voice and Network Operations teams in the troubleshooting and resolution of Avaya hardware/software incidents, including documenting resolutions and reporting to management. Project Manager/lead engineer for the voice engineering team on all CRE (Corporate Real Estate) projects from end to end including initial budget proposals and PRFs to vendor presentations and bid analysis, acceptance and recommendations. Managed vendors built and maintained all telecommunications vendor/business partner/circuit carrier relationships including negotiating pricing for hardware and services.

• Lead Telecommunications Analyst/Engineer at Visiting Nurse Service of NY

  May 2004 - July 2015 | New York, NY

  Designed and implemented voice systems into the current voice infrastructure. Project Management/project Lead in the implementation of various voice infrastructure projects. Structured proof of concept projects including the testing of headsets, phones, and polycoms. Made recommendations to implement new telephony hardware in the production environment. Project Management/project Lead in the implementation of various Data Center move- (voice infrastructure) projects. Collaborated with various Avaya business partners in the voice infrastructure design and implementation, including negotiating pricing and reviewing the project statement of work. Analyzed and made recommendations to upper management with regards to infrastructure projects. Worked with Circuit Vendors to ensure delivery, implementation and testing of voice circuits and the porting of DID numbers. Worked with customers on the telephony configuration for projects including telephone template configuration, data gathering, complex call flows, and Call Center design. Responsible for the development of documentation for all voice systems, adjuncts, call center designs, troubleshooting and resolution documents, BC/DR documentation, and service provider circuit documentation. Supervised team members on the MAC process and the assurance that SLAs are met for Help Desk tickets and change requests. Supervised a staff of 3 team members responsible for the ACD development/design/testing and implementation of Call Center projects. Managed a staff of 3 team members in the maintenance of all Avaya adjuncts including VPI and NICE call recording, Avaya Desktop Wallboard, CMS, ECAS, Avaya Meet Me Conferencing, and Avaya IVR. Coordinated staff meetings with Telecom Manager and reviewed agenda. Led team on project updates and staffing concerns. Provided the telecom team staff schedules and coordinated staffing for after hours and holiday coverage. Served as team leader for the department in IT problem management meetings. Worked with the DR/BC department with regards to developing a BC/DR plan for the voice infrastructure, including coordinating and implementing BC/DR testing and documentation. Developed and implemented voice team reviews, including working with staff on goal development and progress throughout the calendar year. Monitored and analyzed the Prognosis Voice Infrastructure Management Tool, which assists in the troubleshooting of issues that arise with the Avaya infrastructure hardware. Led staff in the troubleshooting and resolution of Avaya hardware/software incidents, including documenting resolutions and reporting to management.

• Senior Software Associate, Lead at Avaya, Inc.

  November 1998 - April 2004 | New York, NY

  Designed and implemented Voice Systems including Complex Call Center configurations. Interfaced with the customers in the pre-sale design, voice infrastructure development, and implementation of voice systems. Worked with Avaya Software Specialist and Design Engineer in the configuration of the voice infrastructure for various projects. Interfaced with the service provider in the implementation and testing of voice circuits.

Anthony Pennisi's Education:

• Dowling College

  1983 – 1987
  BBA In Business Administration
  Concentration: Business, Management, Marketing, Finance, Communications
  Activities: Delta Mu Delta Business Honor Society

Anthony Pennisi's Interests & Activities: