SUMMARY:

• 7 Years of experience.
• Implementing, maintaining and troubleshooting switching tasks such as VLANs, VTP, VLAN Trunk’s using ISL and 802.1Q, STP, Ether channel using LACP and PAGP, Inter - Vlan routing.
• Experience with Confidential Communication Manager ( Confidential S8800, S87xx, S8400, S8300 & Confidential Media Gateways G700, G650, G450, G350 and Legacy Definity GS equipment.
• Trouble shooting skills and experience in handling Confidential PBX switches. Racking and stacking of the network equipment like switches and cabling them.
• Working knowledge in VOIP environments and VM Ware as well as IVR and CVP.
• Hands of knowledge on installing configurations on Cisco Call Manager platform.
• Experience with setting up VoIP accounts on Cisco Call Manager and MSA
• Experience on understanding VoIP and SIP.
• Performed Inventory control/auditing of all Cisco Routers/Switches, Cisco VoIP Phones and Confidential VoIP Phones.
• Drawing and updating Visio Diagrams using MS Visio for documentation and Call flow.

TECHNICAL SKILLS:

Gateway Redundancy:: HSRP, VRRP, GLBP, Ether channel technology (LACP, PAgP).

Network Management Tools: Wireshark, Netflow Analyzer, IBM Netcool.

Applications: MS Office, MS Visio 2010, Outlook, Microsoft Excel, Vendor specific software (Polycom), Microsoft Lync / Skype.

Telecom IP Voice: VoIP, TDM, SIP, IP PBX, Polycom IP Phones, Confidential .

Operating Systems:: Windows (98, 2000, XP, 7), UNIX, Linux.

WORK EXPERIENCE:

Confidential, Chicago, IL

Sr. Voice Engineer

Responsibilities:

• Worked on stabilizing Cisco IPT deployment and complete TDM to SIP migration.
• Managing major projects for the client base to include system installations, migrations from legacy to VoIP, expansions and decommissions.
• Managing the monitoring, maintenance, repair, service and MAC activities for PBX and voice processing systems.
• Vendor management of domestic business partners.
• 24x7 Monitoring of Voice Infrastructure globally (IPT, BT, NEO, Radar); through incident management, troubleshooting, escalation, restoration
• Response, triage and restoration of incidents
• Raise and implement site dispatches for hardware replacement; Unplanned and standard changes for faulty equipment, incident troubleshooting & issue resolutions.
• Worked and assisted on tickets via SNOW & GSNOW ticketing system.
• Monitored call manager, ICM Call Center systems, UNITY voicemail, IVR and CVP.
• Daily global device health check of IPT infrastructure.
• Created and maintained Cisco TAC cases until closure of VOIP network issues.
• Monitored Global Support Service desk for tickets that were opened dealing with VOIP troubles or changes.
• Assisted with implementation of Cisco IPT Contact Center, CVP, CUCM, Unity, and UCCX.
• Planned with the customer the upgrade path for the projected Cisco implementations. All new upgrades were based on the Cisco IPT design.
• Performed multiple implementations of CUCM including CUPS. Jabber for multiple clients.
• Designed Call Flow diagrams for Legacy voice and UC auto attendants.
• Paging systems integration with CUCM, configuration and testing.
• Working experience on Sonus Device which helps to integrate the Cisco and Skype for Business 365.
• Created ARC console which can pull information from the Call Manager and displays in the Application which supports ARC.
• Verify dial-plan in Call manager and Dial-peer in Routers.
• Configuration of Attendant consoles, groups, dial peers, Dial Plans, numbering plans, restrictions, MOH, CUCM Clustering, Quality of Service for Voice, Unity Express, Voice Gateways and Gatekeepers.
• Troubleshooting call flows, using debug commands on the voice routers to collect traces.
• Configured VG320 in the process of configuring analog lines.
• Configuring dial-plans, Hunt group on Cisco Call Managers, SRST & H323 / MGCP gateway configuration.
• Cisco IPT Call Center Agent Phone devices and desktop sets.
• Worked on Designing Call flows and documented in Visio.
• Configured Cisco voice gateways, troubleshoot complex call routing issues and equipment upgrades.
• Designed and implemented VOIP in the small and medium business including IP phone, SIP trunk that provided telecommunication services
• Assigning and removing numbers on Skype for Business admin center and configuring auto attendants and call queues.
• Implemented Cisco Voice Technologies with support for use and Quality of Service (QoS) mainly private networks across the whole enterprise.
• Troubleshooting/resolving complex issues with Telepresence endpoint and infrastructure equipment including CTM, CTMS, CUVC, CUCM.

Confidential, Nashville, TN

Unified Communications Operations Analyst

Responsibilities:

• Daily / weekly processes; i.e. Start of Day preparation, vendor service reviews.
• Nectar Alerts validation and Sanity checks, troubleshooting based on alerts and resolving the incidents and resolving the raised changes to sort out the issue
• Troubleshooting different call features: call forward, call forward all, call transfer etc on Confidential System Administrator(ASA)
• Troubleshooting Confidential phones and unregister issue.
• Configuring PBX on Confidential ASA and adding coverage paths and more features like EC500 as requested by the users.
• Day to day works includes monitoring 24x7 Critical Group Lync / MindAlign chat channel.
• Confidential Modular Messaging voicemail account administration.
• Documented Call Flows for the existing IVR treatment and provided solutions for new call treatment, such as self-service applications.
• Voice project support covering migrations, new branch implementations, branch relocation, design changes, inter branch dialing etc. (both on Confidential and Cisco)
• Configuring and Managing Voice Protocols: H.323, MGCP, SIP, and SCCP.
• Configuring Route Group, Route List, Route Pattern, CSS and various services within Cisco Call Manager.
• Established working relationship with all company vendors, Level 3, Windstream, Confidential etc., and various other ISP’s and client’s internal IT Services.
• Troubleshooting the Issues of NICE Agents, Logger and working with NICE and then, Tier 3 for higher Escalations.
• Administered and maintained local Confidential adjust system such as NICE recorder, Confidential CMS, and Confidential Modular messaging.
• Troubleshooting VOIP related issues related to call manager, IP Phones and voice mail.
• Configuration, Managing and Troubleshooting Cisco Voice Gateways 2821, 3825, 3845, 3945, VG224.
• Responsible for L2 & L3 support for the UC products such as CUCM, CUC, IM & P, UCCX, VCS Control, VCS Expressway, Expressway, Cisco TelePresence, WebEx, Video Conferencing, IP Phones, Jabber.
• Provided Tier III troubleshooting support, in ACD, Call Recording, CTI, and SIP Trunk. Complete familiarity with Confidential platform products.
• Working with Cisco Technical Assistance Center (TAC) to resolve various obstacles.
• Provides system changes on the Confidential S8700
• Manage the timely implementation of ACD call routing solutions utilizing the Confidential Call Management System (CMS) supporting VDN, Vector and Skill.
• Assisted, implemented and performed day to day troubleshooting/maintenance of Unity Connection 10.X/9.X.
• On Day-to-day basis worked Confidential Modular Messaging for setting up voicemail to the users and other requests as per the tickets.
• Experience troubleshooting TDM, Voice Gateways (VG2XX).
• Troubleshooting Call Manager using RTMT and Traces, MGCP and H323 gateway in Call manager and IOS router.
• Troubleshooting transcoder, conference (ad hoc and Meet me), analog MGCP endpoint and MTP.
• Troubleshooting Fax-relay, fax pass through issues, and gatekeeper issues in Call manager and Router
• Resolved duplicate DNS conflicts issues which prevented VM from adding host to cluster.
• Develop, test, and maintain a disaster recovery plan for critical VMware’s and application data
• Maintained Telecommunications Ticket Queue and ensured timely resolution of tickets from assignment to completion.
• Configuration of Cisco UCS servers through virtual platforms using VMware vSphere client.

Confidential, Houston, TX

Voice Engineer (Data Center)

Responsibilities:

• Documented Call Flows for the existing IVR treatment and provided solutions for new call treatment.
• Responsible for service request tickets generated by the helpdesk in all phases such as troubleshooting, maintenance, upgrades, patches and fixes with all around technical support.
• Implementation of the structure of Cisco Telepresence Systems such as VCS (Control-Expressway), TMS, Clustering, WebEx (Admin-IRP), Jabber, C & EX & MX & DX series endpoints)
• Developed architecture designs and solution using Cisco Data center technologies (Cisco UCS B and C series, Fabric Interconnect, VMware, Netapps).
• Created a failsafe UCCX, CUCM, Jabber, Presence environment for failover and active/active situations.
• Installed and configured VMware ESX 5.1 server on Windows 2008 server and ESX 5.1 Appliance.
• Performed duties mostly focused on CUCM stand-alone to cluster migrations.
• Worked with on-site personnel to remotely install, troubleshoot and upgrade Nortel Systems as needed
• Installed CUCM 8.x Publisher, joined new Subscribers to the Cluster and integrated with existing cluster using SIP trunks for intercluster calling.
• Wrote technical documentation on configuring UC features/functions and provisioning guides for Cisco Telepresence infrastructure (CUCM), CUC, and ICM
• Cisco Unified Call Manager (CUCM) administration, installation, troubleshooting, and support.
• Cisco Unified Call Manager 7.1user moves, adds, and changes.
• Evaluating the Cisco UCS B series Cisco Data Center component.
• Cisco Unity Voicemail 5.0 setup and configuration of user accounts.
• Cisco Unity Express Voicemail 7.1 administration of user voicemail accounts.
• Worked on stabilizing Cisco IPT deployment and complete TDM to SIP migration.
• Implemented and maintained Cisco IP Telephony applications included Cisco CUCM, Cisco Unity, Cisco IP Communication
• Design, build, implement, and support VoIP services utilizing Cisco Networks.
• Migrated and implemented in a supporting role of Nortel Meridian 1 CS1000 PBX switch to Cisco Networks Voip system.
• Upgraded and implemented call blending on Confidential ProactiveContact and Confidential CMS Ver 4.0 to 5.0.
• Experience in tools like SNMP, AAA, RADIUS and designed VPN with IPSEC security layer
• Implemented new networks and changes to existing networks on the AvayaS8700/G650 Gateways
• Work with technical project manager and business teams to design virtual server, pool, LB methods
• Implement and configure http, https profiles, and ECV health monitors.
• Planned, designed, Installed, Configured and performed upgraded UC applications including UCCE, UCCX, Unity Connection, and Voice call recording.

Confidential, Secaucus, NJ

Network/ Voice Engineer

Responsibilities:

• Daily programming and maintenance of Definity G3, S8500, S8700, IP Office, Centurion IVR, Confidential IR, and Confidential Predictive Dialer 4.0.
• Administered connectivity and communications between ICM and Syntellect IVR, Confidential PBX, Confidential MAPD and Confidential CMS.
• Provisioned customer VOIP features on the Nortel voice Switches - DMS 250, 300
• Configured an Oracle Acme Packet Net-Net Enterprise Session Director, for use with CUCM Server in a SIP trunk scenario.
• Migrated remote offices from legacy PBX’s to Cisco VoIP telephone system.
• Provided design/engineering work regarding Cisco Jabber.
• Support of H.323, SIP, MGCP and SCCP protocols on Cisco Voice Gateways.
• Installed, configured and maintained Cisco Jabber, CUCM, UCCX and UC servers
• Proficient with Cisco Unity, IPCC, Cisco Telepresence, PRI/PSTN, voice trunk’s.
• Setup monitoring ports and conducted packet capture with Wireshark for troubleshooting.
• Responsible for troubleshooting potential network issues in rolling out ISE.
• Administer Cisco phone system, including CUCM (Call Manager), UCCX, (Call Center), Unity (voicemail), and WFO (voice recording and quality management)
• Modified and worked in the following platforms to support customer Voice: Cisco Unified Call Manager 6.x through 8.x, Cisco Unity Connection, CER.
• Deployed Cisco Unified Presence Server and the Cisco Jabber Client
• Design and Implement configurations for managed network devices.
• Designed the system with new idea to resolve issues like call drops, one-way audio, call routing issues etc.
• Design, build, implement, and support VoIP services utilizing Cisco Networks.
• Responsible for the analysis/troubleshooting of large scale enterprise VoIP networks.
• Hands on with UCCE functions related to Cisco agent creation, troubleshooting.
• Maintain an Confidential S8730 and two G650’s.
• Maintain and upgrade firmware on all 96xx series phones.
• Modular Messaging 4.0
• Upgraded Confidential Communication Manager's to the latest 6.3 version.

Confidential

Service Desk/ L1 Network Engineer

Responsibilities:

• Performed IOS upgrades/Password recovery on Catalyst 1900, 2900 series switches and 2500, 2600 series routers.
• Did racking, stacking, and cabling network-based, IT systems.
• Configured Access List ACL (Std., Ext, and Named) to allow users all over the company to access different applications and blocking others.
• Configuring of IP Allocation and sub netting for all applications and servers and other needs throughout company using FLSM, VLSM addressing.
• Troubleshot the issues related to L1 and L2 levels.
• Apply deductive reasoning to troubleshoot and repair and/or health check complex systems.
• Perform schedule maintenance/calibration sanity checks of the system.
• Coordinated upgrade from Cisco Unified Systems suite version 4.3.
• Configure IP Communicator for Remote Workers.
• Network maintenance checks, configure and manage printers, copiers, and miscellaneous network equipment.
• Installing operating systems, software and hardware on computers.
• Responsible for Data Backup, System Update, Recovery and Restore, and Spyware removal.
• Troubleshoot problems on a day to day basis and documented every issue to share it with design teams.