Valerie Mihalicz is a telecommunications specialist from Airdrie, Alberta with over 15 years of experience in designing phone systems and applications to meet customer needs at TELUS. She has expertise in troubleshooting, identifying customer requirements, and finding cost-effective solutions. Valerie is skilled in training delivery through in-person and online methods. She is proficient in various software programs and has numerous technical certifications in Avaya phone systems.

1. VALERIE MIHALICZ
Airdrie, AB T4B 2J7
val_m@telus.net 403.818.8020
TELECOMMUNICATIONS SPECIALIST
Exceed in Troubleshooting and Finding Cost-Effective Solutions
Expert in identifying customer’s needs in telephony design by involving the customer’s key team during the discovery
meeting. Enthusiastic team player who consistently meets deadlines and follows through on projects from start to
finish while maintaining multiple projects simultaneously. Expert at training, development, and delivery via person-to-
person, face-to-face or Web interface. Use troubleshooting skill to find cost-effective solutions to improve processes.
Listen and understand customer needs in order to provide exceptional customer satisfaction.
PROFESSIONAL EXPERIENCE
TELUS, Calgary, AB 2000 – 2015
Application Support Analyst (Telecommunications Design and Delivery)
Worked as part of Design and Delivery team, committed to designing phone systems and applications for small to
medium size businesses to meet customer needs. Attended implementation meetings and conducted customer
discovery meetings. Designed and programmed equipment applications and provided training to end users and
administrators. Provided technical and customer assistance and conducted consultations. Working knowledge of
Adobe Acrobat, SnagIt, PowerPoint, Visio, Excel, Word, Outlook, and SIMS.
• Determined different learning techniques and changed teaching methods quickly dependent on persons’ needs
which may have included drawing diagrams, hands on learning, and affirmation of understanding, limiting
customer callbacks on trained material upon completion of training.
• Performed equipment and application solutions; design and delivery knowledge on Avaya IP Office, IPOCC,
Norstar Key Systems, Business Communication Manager (BCM), ACD Call Center Applications, Voice Messaging
Systems, VOIP, Key system Cisco and SpectraLink, providing a clean cut over with a satisfied client and ensuring
system to be working as needed.
• Provided internal and external customers with customized training documentation as deemed appropriate on a
per customer basis, ensuring team consistently provided same quality of training country wide.
• Designed, developed, and wrote user guides and system documentation for learning programs.
• Provided on-site customer training and web based training, ensuring customer had skillset to successfully use all
features of phone to make operation easier.
• Directed support and training, enabling team to deliver same quality of service and training to customers.
• Worked collaboratively on a team, identifying and defining strategic imperatives that aligned with business plan
objectives.
• Managed and prioritized multiple projects simultaneously, meeting all installation deadlines.
• Collaborated with management and team members in defining team roles and responsibilities, defining
responsibilities for project with team members in order to meet assigned times and costs of project.
• Integrated new concepts and ideas into practice, allowing teams to improve delivery of initiatives.
• Designed and maintained several Phone Systems and Call Centers for Emergency Response companies within
Calgary and area with failsafe and backup call routing in place, completing call flow for emergency calls from
public.
• Proposed departmental move which saved Company thousands of dollars in real estate and parking and brought
team members closer together, creating better synergy when working on projects.

2. VALERIE MIHALICZ val_m@telus.net PAGE TWO
TECHNICAL DEVELOPMENT
Designation / Certifications – Avaya Transcripts Norstar and BCM (Business Communication Manager) Expert
− 4U00112V_R – Avaya B5800 Branch Gateway Implementation
− ATA01225IEN_R – IP Office Implementation Workshop
− ATI00484IEN_R – IP Office Advanced Applications and Troubleshooting Workshop
− AVA00916WEN_R5 – IP Office Hardware and Data Components
− 0S00100E_LAB – Avaya IP Office&#8482 Platform Contact Center – Administration – Practice Lab Workshop
− 1M00101I – Avaya Modular Messaging MSS Administration
− 2252C – Avaya IP Office&#8482 Contact Center Expanded Configuration and Administration Theory
− 2252C – Avaya IP Office&#8482 Contact Center Expanded Configuration and Administration – Practice Lab
Workshop
− 5S00001W – IP Office Technical Delta Release 7.0
− 5001 – Avaya IP Office&#8482 Contact Center Implementation and Maintenance Test
− 8S00010E_CLSRM – Avaya IP Office&#8482 Platform Contact Center Implementation and Support Workshop
− 8S00010E_TH – Knowledge Access: Avaya IP Office&#8482 Platform Contact Center Implementation and Support
Theory
− 8S00010E_pLAB – Knowledge Access: Avaya IP Office&#8482 Platform Contact Center Implementation and
Support LAB
− 8U00020E_LAB – Knowledge Access: Avaya IP Office&#8482 Platform Deployed as a Branch Implementation and
Support Practice Lab Workshop
− ATC01142AEN – Avaya MM 5.2 Technical Delta Assessment
− ATC01142WEN – Modular Messaging 5.2 Technical Delta
− ATU02142WEN – IP Office Technical Delta Release 6.1
− Completion of TELUS 2010 Leadership NOW Emerging Leader Program
− Breakthrough Experience
− Self-initiated on going web based learning