TECHNICAL SKILLS:

• Cisco Certified Network Associate (CCNA) Routing & Switching, 415622939644 CQDL.
• CCNA Collaboration, CICD (Cisco Voice), 2016, CIVND (Cisco Video Communications), 2018
• Microsoft Windows Server 410 for MCP certification (ongoing self - paced study)
• Motivated and resourceful team player with a disciplined and conscientious work ethic. Curious, inquisitive, analytical and focused.

PROFESSIONAL EXPERIENCE:

Collaboration Engineer

Confidential, Reston, VA

• On-site staff augmentation resource responsible for client-side support of Confidential applications and end users at the Confidential in Washington, DC.
• Conducted site surveys to collect client requirements and provide solution recommendations to be incorporated into the complete Design Document package.
• Staged and configured Cisco UCS-series hardware to host Confidential applications in a virtualized environment hosted on VMware vSphere ESXi hypervisor.
• Developed the comprehensive global international outbound dial plan for each of the client’s 189 members country offices consisting of local, long distance, international and special numbers.
• Configured dial plan with calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.
• Devised a methodology using various functions in Microsoft Excel to analyze multiple user and device association databases from reports provided by the client and collected from Communications Manager reports to quickly and accurately concatenate them into one report, reducing initial task time estimate from several weeks to a few days.
• Configured a simulated the three cluster infrastructure in test environment to identify and resolve any phone feature, security and firmware incompatibility issues prior to applying the upgrade or patch to the production system.
• For each cluster of a three-cluster, 20,000 user centralized Unified Communications Manager deployment, led pre/post-check verification activities consisting of: verifying server version, checking database replication, performing diagnose test, reviewing RTMT alert central, disk usage, and critical services, verifying last backup status, running Phone View report, etc.
• Deployed a variety of Cisco IP phones including legacy 7900-series as well as the latest 7800 and 8800-series end user devices and HD DX- and MX-series collaboration endpoints.
• Led on-site and remote team effort to resolve an initial backlog of over 1200 open tickets to 100+ in 28 days with a special focus on resolving various end user desktop and mobile Jabber/MRA-related incidents. All updates tracked using Service Now IT service management suite.
• Participated in on-call rotation for all scheduled and unscheduled maintenance activities.

Telecommunications Engineer III

Confidential, Columbia, MD

• Responsible for providing technical expertise in telecom functions such as network design, engineering, implementation and end user support in a healthcare environment.
• Investigated the feasibility and compatibility of integrating various clinical solutions into multiple unified communications platforms as requested by the various business units.
• Improved a method of tracking and cataloging DIDs to be assigned to new users based on their geographic location.
• Implemented department-by-department migration effort from legacy KSU system to Cisco Unified solution using bulk administration (BAT) of devices and directory numbers. Designated as the point of contact to coordinate with the carrier the porting of DID numbers off of Centrex system.
• Supported the administration of 50 Cisco UCCX contact center agents.
• Punched down and ran wires from 66-block to support analog lines for fax and modem service.
• Provided “Tier 3” expertise and support to a team of six Tier 2 Unified Communications technicians, coordinators and analysts.

IP Telephony Engineer

Confidential, Washington, DC

• Tier 2 IP Telephony engineer for a multinational information technology organization contracted to provide operational support to the multi-cluster Confidential voice infrastructure at the Confidential in Washington, DC.
• Assigned as a dedicated resource on the World Bank’s two-year project to replace a legacy Nortel DMS phone system with a Cisco Unified Communication VoIP platform. Migrated up to 800 users on a biweekly basis.
• Configured cut sheet, worked with carrier to port DIDs to the new system, performed post-migration testing and provided Day 2 support after handoff to Operations.
• Managed day-to-day client and internal service. Closed a combined average of 25 MACD and incident resolution tickets per day with minimal escalation to Tier 3. All updates tracked using BMC Remedy IT management suite.
• Devised and implemented a methodology to identify, recover and label available unused DNs for reassignment.
• Isolated cause of consistent PRI trunk overutilization by using a combination of troubleshooting tools that included CallManager’s Real Time Monitoring Tool (RTMT) and gateway utilization reports.
• Took complete ownership of any issue involving PRI circuits including troubleshooting at the voice gateway, ordering of new PRI circuits, configuring the PRI trunks in Callmanager, accepted and tested newly activated services to verify they were provisioned as ordered.
• Developed working relationships with all service providers such as Verizon, Sprint, AT&T and Level 3.
• Extensive experience with Cisco TAC and service providers in troubleshooting and resolving issues with hardware and other related vendor equipment.
• Recommended the purchase of a JDSU 6000 T1/PRI test set to troubleshoot service issues.
• Participated in on-call rotation for scheduled and unscheduled maintenance activities.
• Created and executed a comprehensive plan to test UCCE contact center functionality after scheduled and unscheduled maintenance activities.
• Designated the main point-of-contact for troubleshooting and resolving incidents involving international dialing.
• Recommended a schedule for collecting and verifying system health parameters.
• Identified and resolved a variety of network issues by analyzing voice packets using Wireshark packet analyzer.

IP Telephony Engineer

Confidential, Reston, VA

• Tier 2 IPT Engineer for a managed services organization supporting the Confidential enterprise infrastructures of multiple organizations.
• Took ownership of an average of 20 requests daily for MACDs and incident resolutions, all updates tracked in Clarify IT service management system.
• As Tier 2 support, troubleshot and resolved a majority of assigned end user tickets involving phone registration, voice quality, dropped calls, and voicemail accounts incidents with minimal escalation to Tier 3 support.
• Configured, administered and troubleshot CME/CUE.
• Participated in on-call rotation for scheduled and unscheduled maintenance activities.
• Audited and upgraded IOS images on switches and voice gateways.
• Reviewed, evaluated and implemented IPT-related network security vulnerabilities fixes as advised by Cisco.
• Worked directly with Cisco TAC backbone engineers to resolve incidents.
• Obtained and installed Cisco license upgrade PAKs, patches, system and application upgrades.