PATRICK GOREDEMA
Senior Consultant
Harare
Summary
A dedicated technology, Implementation Consultant with experience in systems administration, IT project management, configuration, implementation and integration of information systems. Project leadership qualities which resume can confirm. Hold a Bachelor of Commerce degree in Information Technology management with a major in Enterprise Resource Planning systems. Driven Senior Consultant with 20 years' experience in the IT Application systems deployment consulting field. Adept in collaborative problem solving, risk management and creative solutions. Passionate about bringing changes in businesses.
Overview
13
13
years of professional experience
Work History
Advanced UC Specialist
Netagen
11.2023 - Current
- Action tickets through customer or Netagen ticketing system • Design, build, integrate and support for a wide range of products.
- Triage support and resolve complex issues
- Generate, facilitate, and manage vendor tickets
- Liaise with customers, present solutions, and facilitate operational designs.
- Provide knowledge and mentorship to other functional areas.
- Drive installations and upgrades to completion.
- Patch and upgrade, Validate sales designs, Support Project Managers and Service Managers.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Developed strong client relationships through consistent communication and attentive service.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
Avaya Professional Service Senior Consultant
Avaya
10.2012 - 11.2023
- Leadership role in Contact Centre infrastructure design projects and SME Avaya Control Manager CcaaS and UcaaS Deployments
- Worked with SIP station deployments on Avaya CM PBX system working with System Manager and Session Manager.
- Taking lead on deploying SIP and H323 station CcaaS Offering based on the the Material codes and features included in Billing.
- Planned on migration methodology of On-prem Avaya systems being converted to CcaaS transformation.
- Built an Avaya Lab on a CcaaS cloud platform for a proof-of-concept system running on SIP stations.
- Analyzing system errors in a bid to build a root cause analysis based on the Avaya 8D troubleshooting methodology.
- Using Avaya provided tools to design high level documents to be presented to client by sales team.
- Worked on call routing recommended changes using visual vectors.
- Working with Call center Specialist to build CM based dial-plan supported by a Cloud offering version of Control Manager.
- Deployed remote workers using AAFD connecting through the Avaya SBC Server and the ECB to simplify call routing
- Hands on experience in implementing/troubleshooting Avaya Control Manager Cloud offering.
- Hands on experience on CM integration with SMGR/SM, ACR, AAM and other TPIs
- Sound knowledge on SIP, TCP, QoS working with Avaya Media Server Monitoring tools.
- Worked on Small and Large Avaya CcaaS and UcaaS migrations. covering over 3000 Agents.
- Worked on WebRTC configurations on Elite Multichannel and Oceana.
- Strong communication, analytical skills working with Azure and AWS based servers.
- Conducts Knowledge Transfer sessions with customers after implementation.
- Conducted Onsite and remote customer training as well as internal team training.
- Experienced with AAFD and Avaya One X Agent planning and implementation.
- Knowledgeable with WFM, NICE and Five9 platforms.
- Well experienced with systems migration and Databases such as Oracle and SQL.
- Worked on SD-WAN while working on On-Prem servers and cloud services.
- Knowledgeable with integration of:CM, CMS, ACR, PC, WFM AACC, IC, AAM, EMC, SMGR/SM, One X Agent,AAFD, POM and AES.
- Trained customers on CcaaS and UcaaS Billable phone features based on the Foundation station types.
Consultant
Computer Science Corporation
10.2011 - 10.2012
- For Field Services Avaya
- Troubleshooting Avaya VOIP Telephones and Avaya One-X installations
- Configuring Modular messaging for Voice-mail access through email
- Managing Avaya print server during change process
- Working with networking team while troubleshooting VOIP handset problems
- Windows deployment and installation for Motorola and Avaya Account
- Patching lines in complex 3 level floors with layer 2 and layer 3 infrastructure
- Suggested and implemented up to date printer friendly environment at Avaya Markham
- Worked with Avaya top management in expediting change during printer upgrade project
- Improving OS image capabilities by introducing new functions to standard image
- Part of project team for windows 7 deployment for Avaya
- Worked with IT managers supporting IT from Avaya global regions
- Experience in Configuring juniper VPN networks software and troubleshooting
- Experience with UTIMACO encryption software for data encryption
- Training Level 1 and Level 2 Techs on processes and procedures
- Liaising with customers on behalf of support account
- Troubleshooting complex environments issues affected customers
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Supported clients with business analysis, documentation, and data modeling
Education
Trained Sage X3 Implementation -
Avaya OneCloud Sales 47701 (ASRA) - undefined
VMware Certified Associate 6 – Data Center - undefined
ASPS – Avaya Support Professional Specialist - undefined
ACSS – Avaya certified solution Specialist - undefined
Avaya Certified – ANAV - undefined
ACM - CCAAS – Certified – Call Center as a Service - undefined
ACM - UCAAS – Certified – Unified Communication as a Service - undefined
ACM – Avaya Control Manager Certified - undefined
ACIS – Avaya Certified Integration Specialist - undefined
AIPS – Avaya Implementation Specialist - undefined
Project Management certificate - undefined
Avaya Contact Center Control Manager Certified - undefined
CCNA VOIP Certified (640-802) - undefined
VCP-510 VMware - undefined
BCOMM Information Tech Management Degree - undefined
Ryerson University
CompTIA Network + Certification - undefined
Computer Training International Institute
CCNA: Cisco Certified Network Technician Hardware- Information Technology support Analyst - undefined
DIPLOMA - undefined
Scarborough Computer Training International Institute
CompTIA A+ Certification Scarborough Computer Training - undefined
International
Institute Microsoft Certified Professional (MCP) Computer/Networks/ - undefined
Telecom Learning Center
Certified PC Technician - undefined
Computer Training International Institute
Skills
Consulting
Business needs analysis
Business administration
Systems Analysis
Operations management
Teamwork mindset
Software Management
Project Management
Timeline
Advanced UC Specialist
Netagen
11.2023 - Current
Avaya Professional Service Senior Consultant
Avaya
10.2012 - 11.2023
Consultant
Computer Science Corporation
10.2011 - 10.2012
Trained Sage X3 Implementation -
Avaya OneCloud Sales 47701 (ASRA) - undefined
VMware Certified Associate 6 – Data Center - undefined
ASPS – Avaya Support Professional Specialist - undefined
ACSS – Avaya certified solution Specialist - undefined
Avaya Certified – ANAV - undefined
ACM - CCAAS – Certified – Call Center as a Service - undefined
ACM - UCAAS – Certified – Unified Communication as a Service - undefined
ACM – Avaya Control Manager Certified - undefined
ACIS – Avaya Certified Integration Specialist - undefined
AIPS – Avaya Implementation Specialist - undefined
Project Management certificate - undefined
Avaya Contact Center Control Manager Certified - undefined
CCNA VOIP Certified (640-802) - undefined
VCP-510 VMware - undefined
BCOMM Information Tech Management Degree - undefined
Ryerson University
CompTIA Network + Certification - undefined
Computer Training International Institute
CCNA: Cisco Certified Network Technician Hardware- Information Technology support Analyst - undefined
DIPLOMA - undefined
Scarborough Computer Training International Institute
CompTIA A+ Certification Scarborough Computer Training - undefined
International
Institute Microsoft Certified Professional (MCP) Computer/Networks/ - undefined
Telecom Learning Center
Certified PC Technician - undefined
Computer Training International Institute
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