Mark Clemence

Background

About Mark Clemence

20 + years of experience in telecommunications support, administration, programming, installation and engineering. •Proven experience and advanced level skills with Avaya Voice Communications Infrastructure including: S87xx, S85xx, S83xx, G700, G650, G450, G430, G250, ESS/LSP and Nortel CS •Experience in developing and maintaining the LAN/WAN infrastructure, which includes working with and troubleshooting ISDN, T-1, MPLS, Ethernet, Optical Fiber, SONET, DSL and Cat. 5e cable. •Strong working knowledge of VoIP enterprise networks and telephony, to include QOS, bandwidth utilization, addressing, latency, etc. •Call center experience includes both help desk/agent-related duties as well as support, design and administration. •Manage call center supporting applications, such as CTI, CMS, Contact Center, IVR and eCAS. •Good strategic planning and problem-solving skills. Able to manage a project from start to finish. •Has supported a variety of levels within organizations to include up to the Executive Director and Senior Management levels. •Proven knowledge of legacy platforms including: G3R, SI, SCI, Modular Messaging, Intuity Audix, Octel 250/350 and Nortel Call Pilot. •Solid knowledge of telecommunications, data networking and connectivity in both installation and testing procedures. •Implement Avaya VoIP infrastructure for remote office and call centers.