Sr. Solutions Analyst Resume

SUMMARY:

10+ years of success leading VoiP engineering initiatives in high - growth organizations
Creative and detail-oriented engineer driven towards designing and implementing small to large multi-protocol telecommunications solutions.
A high impact, multidimensional professional with an exceptional track record of analytical problem-solving skills in extremely fast paced environments.
Multiple technical accomplishments.
Ability to learn with minimal guidance and to prepare detailed project documentation.
Proven ability to engineer Confidential environments built for redundancy and resilience.
Skilled in managing and analyzing complex and detailed voice configurations. Proven ability analyzing an organization's critical support requirements and KPI’s, identifying deficiencies and potential opportunities, and developing innovative solutions for increasing reliability and productivity.

TECHNICAL SKILLS:

Technical Proficiencies: Test Development, Schedule & Execution / Project Management / User Training and Support Software Documentation & Program Management / Troubleshooting & Issue Resolution / Networking & Data Center

Platforms: Windows, MacOS, Linux, Cisco iOS

Software: Cisco Communications Manager (Call Manager), Cisco Unity Connection, Cisco Unified Contact Center Express (UCCX/Finesse), Cisco IM & Presence (Jabber), Cisco Emergency Responder (CER/E-911), Cisco Quality Manager (AQM), Cisco Attendant Console (CUAC), VMWare, Fax Over IP (XMedius), SQL, XML, Perl, Microsoft Office

Hardware: Physical Servers, Cisco Unified Computing System (UCS/Virtual Servers), Routers (MGCP/H.323/SIP), Layer 2&3 Switches, PRI/SIP Trunk

PROFESSIONAL EXPERIENCE:

Sr. Solutions Analyst

Confidential

Responsibilities:

Direct all aspects of the deployment from the configuration of hardware to the provisioning of agents and creation of call-flows. Identify and troubleshoot technical issues with business applications.
Prepare and document work procedures and troubleshooting guidelines.
Collaborate with and lead team members in the execution of technology projects and the conducting of quality assurance testing.
Successfully reduced a State government’s monthly Telecom spend by 35% through the development of an integrated and streamlined system while serving as a technical project lead.
Revamped and engineered contact center solutions as per client requirements which resulted in the salvage of several major accounts with a total value of $10+ million annually.
Prioritized incidents and change requests based on defined criteria and service level agreements, while communicating with the customer on incident status.
Generated revenue streams and facilitated sales lead by fostering positive working relationships with clients.

Sr. Engineer

Confidential

Responsibilities:

Configured international as well as domestic enterprise-level voice implementations.
Planned IOS configuration of voice gateways, prepared and procured hardware, software, and licensing.
MSA vendor management and circuit provisioning.
Utilized Call Manager tools and gateway debugs to troubleshoot complex voice issues.
Resolved developer-level problems through collaboration with Cisco TAC.
Configured voice routers as well as layer two and layer three switches.
Formulated and deployed the company’s global telecommunications blueprint.
Configured and installed equipment by travelling to each remote location.
Slashed international telecommunications spend by 20% by implementing least cost routing (TEHO).
Designed and developed a global telecommunications network, enabling sites in China and Ireland to traverse WAN links instead of dialing via PSTN which resulted in significant cost savings.
Negotiated pricing with various service providers which led to reducing global voice cost.
Reduced maintenance costs by virtualizing all communication servers.
Oversaw high-level Visio documentation of environments and architecture.

Engineer, Telecommunications

Confidential

Responsibilities:

Built and deployed HR service center call flows as part of an internal Lean Six Sigma project.
Confidential Upgrade 4.x to 7.x. Played an instrumental role in physical and logical stand up of the company’s Network Operations Center (NOC) in Kuala Lumpur, Malaysia.
Troubleshot intermediate network issues (OSPF/BGP) and VLAN trunking.
Redesigned and implemented Class of Service (COS) optimization in collaboration with senior network engineers.
Orchestrated architectural planning and deployment of Cisco Voice environment
Executed KTLO operations, including tier 1-3 support of phones, polycoms, voice gateways, and Cisco-centric servers.
Saved $150,000 by designing and developing Virtual Hold script for the HR service center.
Slashed monthly spend by migrating PRI calls to WAN-based calls.
Responded to traps and errors in a 24x7 environment by planning and delegating after-hours support functions.

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