SUMMARY:

• An accomplished Information Technology professional with comprehensive experience at Fortune 500 companies in global multi - site, multi-host, and networked environment. Highly knowledgeable in all IT areas as well as business principles and processes. An understanding, innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty. Excellent interpersonal skills in communicating key data to employees, customers, and suppliers.

EXPERIENCE IN:

• Project, Problem, Change, Incident, and Patch Management
• Telematics/IT Architect, Design, Integration, Test, Implementation, Deployment
• Team Lead, Training, Coach, Supervision
• Telecom/Network Project Lead, Support
• Cisco, Ploycom, Life Size A/V Support
• IT System Installation, Configuration
• Customer, Product, Suppliers Support
• IT System Admin, Support, Upgrade
• Vendor Management/Qualification, Selection
• Circuit order, Provision,TurnUp,Testing
• Procurement, Contract/Price Negotiation
• HelpDesk Service, Troubleshooting
• Asset, Inventory, Invoice Management
• Process/Operation Documentation

TECHNICAL SKILLS:

Telecom/Telematics: Cisco Voice Portal(CVP), ICM/UCCE/UCCX Scripting, CallManager(CUCM), WebEx, Router/Switch, Unity Connection(CUC), CUBE, Presence(CUP), IPT, Voice/Video Encryption, SwitchView, Avaya/Nortel (Communication Manager, PBX, ACD, Aura CM/Portal/ContactCenter/Voice Portal), Symposium, CallPilot, CS1000E, CTI, IVRS, Voice Gateway, VOIP, Work Force Management/Forecast, QM, CRM, Genesys, CCPulse, IWS, TAPI

Networking: TCP/IP, FTP, Ethernet, Enterprise voice network, VPN, VLAN, ELAN, CLAN, SMB, IPP, LPR, LPD, LAPD, Telnet, SSH, DHCP, DNS, TCIP, UDP, RTP EIGRP, OSPF, H323, Q931, 802.1q, HTML, HTTP, MGCP, SIP, SCCP, TFTP, SMTP

Software/Hardware: C/C++, MS Visual C++, MFC, VB, MS.Net, MS PowerShell, SQL/C, Visio, Nuance, VXML AutoCAD, Java/Script, Crystal Report, VXML, SAP, Client/Web Server

Other IT System: Oracle, Sybase, SQL, Syntellect, Novell, Service Now, Remedy, Nice, Converse, Witness, Verint/Aspect WFM and QM, Eyretel, Dictaphone, Polycom, LifeSize, Cisco A/V, MS-AD, Symon, Linux, Unix, Citrix, NT

PROFESSIONAL EXPERIENCE:

Confidential, Fountain Valley, CA

Telematics and Cisco VOIP Engineer, Lead

• Responsible for implementing, configuring and integrating CVP and UCCE 9.x solution components
• Designing standardized CVP and ICM call routing/flows following Cisco best practices
• Configuration/create DNs, CallTypes, Services, Enterprise Skill Groups, Teams, Agent Desktop
• Develop/program call flow scripts base of business lines, routing rules, and skills/skillgroups
• Develop/program CVP Studio applications/script and configure CVP micro application.
• Configuring ingress gateways and VXML gateway based on requirements
• Configuring Cisco CUBE and SIP in the Telematics application design
• Configure and troubleshoot IVR and TTS applications
• Develop natural language voice control Telematics application that integrates Google Nest, Nuance, and Cisco CVP/ICM.
• Enhance and perform bug fixes to Java applications that interface with CVP/IVR components to achieve custom call flows for Telematics applications
• Perform UAT and integration testing
• Work with infrastructure/networking teams to design new functionality and troubleshoot issues
• Manage application support vendor to provide technical guidance
• Create overall design and architecture for new features

Confidential, Fairfield, CA

Cisco VOIP Engineer

• Perform Cisco VOIP/CVP engineering and administration that included CallManager(CUCM), Unity Connection(CUC), Unified Presence(CUP), Unified Contact Center(UCCX) scripting, Jabber, CUBE, Cisco reporting solution, Cisco Emergency Responder(CER), SRST, Informacast, and E911. Perform project lead in cross-functional teams focused on the delivery of new or existing VoIP and Telecom project. One point contact for communicate with all levels that include technical, end-user, and management levels. Monitor the project from initiation through delivery. Organizes the interdepartmental activities and ensuring completion of the project on schedule and within budget constraints. Responsible for coordinating the delivery of professional services to customers. Works with end-user, management, enterprise infrastructure, VoIP team, department of information technology, Cisco or other technical resources to develop call flows, routes, and programming, configure voice gateway/router/switch, troubleshooting, and escalate issues according to established service level agreements.

Confidential, San Diego, CA

Telecom Engineer/Vendor Management

• Experience in global multi-site enterprise deployments
• Experience in LAN/WAN, Call Routing, Dialing Plan, global data and network circuit and PSTN management.
• Deployed, implemented the WebEx conference system to replace AT&T Connect and save $15k/mon.
• Deployed 120 Cisco VOIP phones for a business unit to use the new support features and improve SLA.
• Upgraded and deployed the Cisco Call Manager and Unity VM for better communication within Company around global sites and cut circuit usage cost to $18K/mon.
• Migrated voice network from PRI to SIP and saved $25K/mon in equipment, circuit and usage charges.
• Config, Admin, trouble shooting, and support Verint system and keep business units operation smooth.
• Implemented effective vendor management skills to improve respond time and service SLA.
• Daily work with vendors, engineers in upgrade, installation, deployment, disconnect, circuit provision, schedule/oversee project progress and ensuring the project was delivered within business requirements and corporate standards.

Confidential, Santa Clara, CA

Project Lead/Telecom Engineer

• Perform IT project lead in Cisco CallManager, Unity, SwitchView, Avaya-Nortel PBX/Contact Center, VOIP, SIP, voice/video encryption, and AV system (LifeSize and Ploycom) that included testing CTI/TAPI Apps, IP PBX, TAPI/Web interface, upgrade, patches, enhancements, proof of concept, implementation, installation, deployment, and decommission.
• Perform Management of call center infrastructure operations including coordination of projects, requests and break/fix incidents and maintenance and support the current and new call flow design. Perform vendor management, circuit provision, telecom admin, customer service, MAC(move, add, change), trouble shooting, and support Cisco/Avaya/Nortel PBX, Contact Center, IVR, voice mail, Element Manager, Signaling Server, Polycom/Lifesize A/V, Symon Display, Verint/Aspect WFM, and Digital Call Recording applications. Setup, support, user training, and maintenance the company’s global AV conference system that included presentation and sound equipment.
• Experience in trouble shooting and manage Cisco IOS, TCP/IP, VLAN, Trunking routing.
• Decommission IT service in 150 people site ahead schedule to avoid real estate rental penalty.
• Deployed Cisco Call Manager, VOIP, Voice Gateway, Unity VM to 450 agent site well ahead schedule.
• Deployed a LifeSize AV system to business unit to enhance the live meeting and communication.
• Kept all Telecom voice system up time at 99.9% to earn the customer service rating AAA+.
• Created admin and troubleshooting documents for all Telecom systems to helped team better operation.

Confidential, Las Vegas, NV

Project Lead/Telecom Engineer

• Perform project lead in Cisco CallManager, Unity, SwitchView, voice/video encryption. Avaya-Nortel PBX/Contact Center, VOIP, SIP, Ploycom AV conference system, and CTI/TAPI Apps, IP PBX, TAPI/Web interface that included testing, upgrades, patches, enhancements, implementation, installation, and deployment. Admin, customer service, MAC, trouble shooting, and support the Cisco/Nortel PBX, CVP, ICM, UCCX/UCCE script for Contact Center, IVR, voice mail, Verint/Aspect WFM, voice gateway, Element Manager, Polycom A/V, Symon Display, and Digital Call Recording application.
• Used project lead skills to deploy 600 VOIP phones to a new site 3 days ahead the schedule.
• Use AutoCAD and Visio to create the service documents for easy read and understand the services.
• Improved the call Center routing in 4 sites that help customer service to cut the answer time.
• Produced all telecom system documents for team training, operation, and legal obligation.

Confidential, Newport Beach, CA

Sr. System Engineer

• Perform vendor management, qualification, equipment evaluation, testing, recommendation, and selection. Perform project lead in coordinating with vendors, business units, and engineers to ensure the project is delivered within both the business requirements and corporate standards.
• Perform voice network and recording infrastructure architect, requirement gathering/analysis, proof of concept, design, configuration, upgrades, patches, enhancements, integration, implementation, and deployment. Program, development, support and admin Nortel PBX/CS1000E/81C, Symposium, Contact Center 6, VOIP, IVR, Call Pilot, Element Manager, Polycom A/V, Symon Display, Verint/Aspect WFM, and Digital Call Recording applications. Customer service, MAC (move, add and change), trouble shooting, patch, upgrade, installation, and documentation. Coordination of ordering, installation and troubleshooting of toll-free services and associated carrier facilities. Coordinate hardware ordering, installation and troubleshooting related to Contact Center projects for PBX, Voice Mail, ACD/IVR, VTO boards, Fax boards, wallboards, and CTI Applications. Supporting hardware and telecom for remote Contact Center agents including IP telephony. Preparation of contact center call flow diagrams and documentation all routing script changes. Modification and scheduling of application reports.
• Designed skillset base call center for 250 agents by using fewer agents but answer more calls.
• Upgraded and deployed a VOIP Nortel PBX to replace the traditional Nortel PBX.
• Developed DR CallCenter to handle business transaction during disaster in one of 3 Call Center sites.
• Developed Service Desk call center to improve the efficiency of operation and reducing staff by 20%.
• Deployed Verint/Witness call recording system reducing call search time and resource by 10 to 1.
• Migrated the Aspect to Nortel call center without affecting the normal business for all divisions.
• Developed Syntellect IVR system to replace agents and reduced the service cost by $1 million a year.
• Developed business report that SQL data from Contact Center and mainframe sale information to provide effective information for management to make informed business decisions and products sale.
• Implemented and integrated Aspect call center, Nortel PBX, Meridian VM, Eyretel digital recording.