Confidential Resume of

Michael Joseph Canzona

995 S. Pueblo Ct. Gilbert,
Arizona, 85233
(480)545-2625 personal e-mail mc103c344@westpost.net

PROFILE
Over sixteen years of technical experience, demonstrating progressive responsibi
lity and knowledge of
Communications, Technology, Installations, and Maintenance.
Strong telecommunications product knowledge. Training includes: PBX (voice, vid
eo and data), and Call Center.
Effective interpersonal and business communication skills including strong prese
ntation abilities
Ability to communicate effectively with people at all levels in business
Good organizational and planning skills
Self-motivated, competitive, amicable team player with strong work ethics
SKILLS
Expertise in Avaya Definity G3, G3R PBX, and CMS Administration
Expertise in Intuity Messaging platforms, and administration
Expertise in Avaya Call Center systems analysis, vector design, and administrati
on
Expertise in Avaya Call Center reporting systems, report extraction, and report
analysis
Strong ability to develop PBX and Call Center Solutions to solve business proble
ms
Certified in Octel Voice Messaging systems, analysis, and administration
Assisted in installation of Definity lab at Avaya technicial support organizatio
n
Knowledge of Nortel Norstar, Nortel Mail
Expertise in wiring and telephone installation
Excellent Customer Service Skills
Excellent Written and Oral Communications Skills
Excellent Problem Resolution Skills
Strong Project Management Skills
Ability to interface and coordinate with service providers, and all levels of or
ginization
T-1;T-3;OC3;OC12 vendor connectivity, and maintenance, with the Avaya G3R
VoIP S8100,8300,8700,G700
Other Systems with knowledge include Inter-Tel; Toshiba; Nortel; Panasonic and M
itel.
PROFESSIONAL WORK HISTORY
Owner; Zona Dogs L.L.C DBA Gilbert Ice Cream, Gilbert, AZ. 11/2006 to Present
Owner/Operator of Gilbert Ice Cream, an old fashioned Ice Cream Shop serving ice
cream and food. Very active in the community donating 20% back to local school
s on numerous school nights.
The Apollo Group, Phoenix, AZ. 11/2003 to 11/2006
Integrated Engineer II
Administer, install and repair of phone systems, voicemail for all Phoenix Unive
rsity Campuses. Communicate with vendors in purchasing telecommunications equipm
ent.
Phoenix University uses Avaya G3r PBXs and VoIP in all of its facilities.
Also maintain and upgrade Intuity Voice Messaging, CMS/Centre Vu Supervisor, Con
versant, and eCAS Program call flow for various groups within Apollo.
Program and turn up the network to the PBXs from copper trunks to ISDN T-1s, OC3
to fiber mux to switch.
Oversee all upgrades and changes made to all telecommunications equipment.
Set standards and procedures for backups and maintenance.
Provided 7/24 on-call service with one hour response, remote administration, and
troubleshooting

Mountain States Telephone, Phoenix, AZ. 10-2003 to 11-2003

Contract position, providing Telecommunications Support and Administration servi
ces. This Contract is for the Dial Corps. Avaya G3r, Telecommunications System.
Also supported Octel Voice Mail, Avaya CMS, Microtel Call Accounting systems. P
rovide backup to administrator who handles vendor requests,

and service provider issues. Preformed many moves, adds, and changes, to include
all connectivity, and remote administration.
Compri Consulting-Denver, Co. 05-2003 to 08-2003
Senior Consultant
Contract position, to Provide Telecommunications support and administration, for
Janus Funds Avaya G3r, Telecommunications System. Provide support for transitio
n into their new building currently under construction. Provide backup to admini
strator who handles vendor requests, and service provider issues. Preformed many
moves, adds, and changes.

Arapahoe County Government-Littleton, Co. 07-2001 to 04-2003

Sr. Telecommunications Engineer/Analyst
Administer, install and repair of phone systems, voicemail for all Arapahoe Coun
ty Offices. Communicate with vendors in purchasing telecommunications equipment.
Relocated Arapahoe County offices on a roll-out basis throughout 2002 into 2003.
Arapahoe County uses Avaya G3r PBXs in all of its facilities.
Also maintain and upgrade Octel Voice Messaging, CMS/Centre Vu Supervisor, Conve
rsant, Explorer II, CAS XP, and Program call flow for various groups within Arap
ahoe County.
Program and turn up the network to the PBXs from copper trunks to ISDN T-1s, OC3
to fiber mux to switch.
Oversee all upgrades and changes made to all telecommunications equipment.
Set standards and procedures for backups and maintenance.
Provided 7/24 on-call service with one hour response, remote administration, and
troubleshooting.

Teletech Holdings - Thornton Call Center-Thornton, Co. 04-2000 to 03-30-2001

Sr. Telecommunications Engineer-System Administrator
Provided installation and testing of Service Provider circuits.
Provided and maintained all voice wiring from wall field to stations, equipment,
and circuits.
Provided Call Center administration for Teletechs premier 1200 seat, 9 project C
all Center.
Conducted global moves of agents and projects.
Provided maintenance, and provisioning of Teletechs Avaya Definity G3rV6 PBX inc
luding MAPD administration and provisioning.
Administered and maintained Intuity Audix Voice Mail System.
Administered and supported Call Management System, including Standard and Custom
reports, including GEOTEL applications.
Ran daily, weekly, and monthly backups, including rebooting of system.
Provided 7/24 on call support and remote service.
Lead Engineer in Telecom group.
Ability to work independently or in a team environment.
Lucent Technologies-Technical Service Center-Englewood, Co. 01-1998 to 02-2000
System Application Specialist
Provided troubleshooting, provisioning, wiring and diagnosis of Call Management
Systems: CentreVu Supervisor, CentreVu Agent, CentreVu Advocate software and, Su
nsparc 5, 10, E3000, E3500, and Ultra 5 hardware platforms.
Experienced in Windows NT, UNIX, and some networking.
AT&T-Englewood, Co. 01-1997 to 01-1998
Systems Support Specialist
Promoted to Definity G3 product line to provide complex support to company syste
m administrators to insure the operability of integrating multiple adjuncts, acc
essories, wiring, software, and system assurance to customize their PBX needs.
Provided customers with sales, troubleshooting, and repair of Definity G3 produc
t line.
AT&T-Englewood, Co. 05-1993 to 12-1997
Systems Support Specialist
Promoted to Merlin Legend to provide complex support to company system administr
ators to insure the operability of integrating multiple adjuncts, accessories, s
oftware, wiring, and system assurance to customize their PBX needs.
Provided customers with sales, troubleshooting, and repair of Merlin Legend, Mer
lin Mail and Merlin Doorphone.
AT&T-Englewood, Co. 02-1991 to 05-1993
Account Service Representative
Provided customers with troubleshooting, programming, wiring and sales of Merlin
Phone systems and adjuncts including Doorphone, Automated Attendant, and Voicema
il.
Received numerous customer accommodations
EDUCATION / TRAINING
Over 40 Corporate training classes, on all equipment and products through AT&T/L
ucent Technologies.
60 hours remain towards degree.
Octel Certification 12-2002
Advanced Call Routing through Sumeria Training Corp. 12-2001
Centre Vu reports Designer through Sumeria Training Corp 12-2002
I own a small company since 1984 called Highlands Ranch Telephone and Sprinkler
Repair.
REFERENCES AVAILABLE UPON REQUEST