SUMMARY:

• I have 25+ years as a Telephony Platform Systems Analyst, 6 years as a Field Tech Engineer.
• Over 8 years Remote Installation and VoIP Platform Engineering.
• I have a deep understanding of Voice Telephony Platforms from PBX, ACD to VOIP, Contact Center Environment.
• Solid 10 years of Installation and Implementation with over 15 years’ experience with Avaya Legacy/IP Office, Cisco CUCM/UCCX/UCCE .
• My skills and knowledge as a Voice Telephony Analyst are as follows.
• Experience in design/implementation and supporting Call center applications /ACD.
• Implementation and migration from one platform to another, 86,000 users to date.
• Genesys CTI, CISCO Routing/Cisco Unified Call Manager, Avaya Legacy/IP Office Call Manager
• VOIP experience with Avaya/Cisco Programming, Engineering, and Call Manager and Unity
• Cisco Unified Communications Manager/Call Manager
• Cisco Unity/Unity Connection
• Cisco Contact Center (UCCX/UCCE)
• Cisco Unified Meeting Place / WebEx
• Cisco Jabber and IM
• Cisco Finesse
• CCPluse+
• Cisco Cloud Networking
• Hands on experience ASPECT, Avaya and Cisco UC, Predictive Dialer, IVR, Nice Voice Recording
• (CTI) Computer Telephony Integration for desk phone, softphone, CuciLync, video conferencing, mobile phones, IM etc.
• Install maintain and monitor capacity and bandwidth of BRI/PRI/Voice Interface Cards
• System Programming, Administration and Monitoring of Data, Voice, Message and IVR Server's, ViewSonic Sub
• ITSM IT ServiceNow for Real - Time Analytics for Full Visibility
• Managed multiple technician’s/agent’s skills, adherence, scheduling, and planning
• Enterprise Resource Planning - E2 Manufacturing Systems, Oracle NetSuite Cloud ERP Software
• IPT migration from PBX to VOIP
• Integrating Cisco H.323/Unity SIP, QoS & MPLS
• Remote dial up technical support for customers across the continental US and PR
• Manage changes to requirements through effective application of change control processes and tools.
• Able to define quality attributes, external interfaces, constraints, and other nonfunctional requirements.
• Conduct tests and test planning sessions, provide input for feasibility, and prepares user documentation and follow-up evaluation.
• Research and recommend system equipment and process enhancements for the greatest ROI every time.
• Assist in disaster recovery and business continuity planning and testing.
• Develop, execute, and document test plans and detailed test cases for enhancements.
• Develop end user documentation and / or user guides for enhancements.
• Perform on enhancements.
• Member of the Change Management and Emergency Change Management Team
• Cabling punch downs and cross-connect experience
• As an IT Administrator, I add new users to local administrator group via computer management in the Windows and Linux server management. Window and Linux Servers are platform for building an infrastructure of connected applications, networks, and web services, from the workgroup to the data center.

PROFESSIONAL EXPERIENCE:

Cisco/Avaya Voice Engineer

Confidential, Houston, TX

Responsibilities:

• Implementation and maintenance support of the VoIP infrastructure. Develops and implements scalable Cisco collaboration solutions for clinical and campus environments including:
• Cisco VoIP design/implementation/escalation support (CUCM, CUC, UCCX, CER, Telepresence, IM&P, Expressways, Cisco Meeting Server, WebEx, Spark, and voice gateways), QOS configuration and support, maintaining monitoring and management solutions.
• Responsibilities include performing tuning tasks associated with VoIP and network infrastructure ensuring application reliability in a local and wide area environment
• Troubleshooting software and/or hardware problems for VoIP and network-based systems.
• Installation/project implementation, maintenance of VoIP and network documentation, of junior technical team members, and interacting with other technical teams, users, as well as 3rd party vendors.

Tools: UC Expert, UCX Installer Linux Version, SSO, Aternity, NetIM, NetProfiler, SharePoint, AppInternal,

Enterprise Sr Voice Engineer

Confidential, Houston, TX

Responsibilities:

• Migrate Confidential TDMs to SIP for Avaya SM/CM 6.3
• Worked with Provisioning to Disconnect circuits, POTS lines and Move TFN to SIP
• Lead Voice Eng on Global TF Migration
• Total of 1577 TFN to migrate, migrated 169 TFN as of 10/18/2018
• Lead Voice Eng on SIP Optimization
• Moving TGs/TFNs from ASA to SM
• Lead cut-over Engineer
• Lead Voice Eng on the Total Cost Saving Initiative
• Verify TFNs that are not Confidential
• Submit Disconnects for POTS
• Costing Saving of $8,000.00 for September
• Utilized NetData, Confidential Business Direct, Microsoft TEAMS, NexTEM, SharePoint, Avaya Equinox, One-X Comm, ServiceNow, Avaya Aura System Manager, Avaya PBX

Network Eng/Consult

Confidential, Denver, CO

Responsibilities:

• Avaya CMS Call Management System Administration
• Create, modify, delete ACD Names
• Create, modify, delete ACD Groups
• Create, modify, delete Agent Groups
• Create, modify, delete AUX Reason Codes
• Create, modify, delete Trunk Groups
• Create, modify, delete Split Skill Names
• Create, modify, delete VDN and Vector Names
• Avaya Communication Manager
• Administering ICM Inbound Call Management
• Administering Call Prompting
• Administering VICP VDN in a Coverage Path
• Avaya System Programming, Administration and Monitoring
• Utilizing ServiceNow IT Service Mgmt for Real-time trending on KPI
• Perform MAC’s in the Avaya Switch
• Create Change Requests and ownership until completion
• Create and maintain Cut sheet for voice/data/media/circuits/carrier info
• Create Call Routing with Vectors, VDNs, DNIS with a SIP CCP and H.323
• Network Engineer for Avaya/Cisco UCCE, Genesys Platform CTI Interface, IVR and NICE Recording
• Network Protocol includes Ethernet, TCP/IP, OSPF
• Assist application development teams in developing business requirements for software applications
• Handle as many as 4 projects in a single quarter
• Create FSDs Functional Systems Design doc
• Update MDDs Master Design Documentation
• Update Use Cases
• Create Prototypes for Projects
• Facilitate and attend meetings, working with the LOB, PM, Implementation Managers, Developers, QA, Project Leads, Sponsors, Middleware Service Partners, Managers, and Stakeholders
• Maintain SharePoint Documentations pertaining to Projects
• Always in compliance with Confidential Processes, Procedures’, and Security Policies

Tools: Altova XML, Data Management System (DMS), Project Management Universal Workstation (PMUWS), ServiceNow, Microsoft Office Suite, Microsoft Project, HP ALM, ECCOS Data Interface Reporting, Interaction Console, Network Routing, Remedy BCM Pac2K Software for CRs, WkOrds, .NET Framework, CCPluse + Administrator

Telephony Systems Analyst

Confidential, Larkspur, CO

Responsibilities:

• Drive Avaya Legacy/IP Office CTI Integration with Avaya Customer Relationship Mgmt. CRM and Avaya Dialer. Integrating Screen Pop, Softphone, desk top phone, Video Conferencing IM, and Lync
• Assist in architecting the system design and functional specifications for all new development projects.
• UCCX/UCCE Knowledgeable as well as ICM experienced.
• System Programming, Administration and Monitoring of IVR Server's
• Install (CTI) Computer Telephony Integration for desk phone, softphone, CuciLync, video conferencing, mobile phones, IM etc.
• Designed and wrote requirements specifications for systems, storage, and networking for a large NOC/data center migration project.
• Cabling and wiring from the MDF/IDF Data Center
• Reverse Engineering
• Develop processes and documentation for the Systems Analyst role within the project lifecycle.
• Research and recommend updates to existing methods, procedures, and process documentation on an as needed basis.
• Work closely with multiple groups within the organization to examine existing business models and flows of data, document and present findings and design an appropriate improved IT solution; acting as the liaison between the business and the developers.
• Provide technical expertise and recommendations in assessing new IT software projects and initiatives to support, enhance, and improve efficiency of business processes.
• Support in-house testing and roll out of all projects/process improvements that impact the department.
• Interpret data and analyze results using statistical techniques and provide ongoing reports.
• Write technical procedures and documentation for the applications including diagramming, operations manuals, user guide, etc.
• Identify trends and occurrences in data and translate findings into various mediums including text, charts, graphs, displays and tables.
• Determines operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
• Handle forecasting for NOC/data center consolidation/optimization
• Track Decommission activities via MS Access
• Analyze processes and data from various data warehouse environments
• Designed and created new and maintain existing data center/network infrastructure and labor forecasts.
• Created and maintain data mapping of legacy programs and applications to infrastructure, equipment migration and decommissioning documentation
• Create Datacenter Transformation Services Life Cycle UML/Diagram
• Effectively verification, validation, and immediate impact analysis across the entire life cycle, using such capabilities as Enterprise Architect's Relationship Matrix and Hierarchy View for End to End Traceability

Tools: MS Access, Excel, Power Point, Oracle Receivables, Microsoft Office, SharePoint, Visio, Altova MapForce

Project Manager/Systems Analyst/Telecom Analyst

Confidential, Aurora, CO

Responsibilities:

• Manage all aspects of the new project to roll out Lync 2015 in place of OCS for 300 + end users
• Include review of voice services at each site, managing the migration of voice services to the enterprise phone system (Lync2015).
• Coordinating vendor activities for implementation and migration of voices services. Coordinating carrier activities for cancellation and migration of services to the enterprise SIP vendor.
• Acknowledge delivery of goods and services to the appropriate quantity and quality ordered/expected by business. Billing operations for network MRCs which include circuit/BTN validation, dispute identification through resolution, and contracted rate/service validation utilizing Oracle Receivables
• Work with our voice services auditor to cancel services that are no longer needed.
• Work with the center directors, center managers, and clinic managers to determine phone requirements and implementation of those requirements.
• Requirements gathering research and recommendation on call center equipment which gave the company a significant ROI on their purchase of a product for the business unit.
• Along with a team of vendors and carriers, this position will be involved in the deployment of Lync 2015 Enterprise Voice solution to 14 locations and two data centers.
• Handle the network inventory, documentation, change orders for network moving from one carrier to another, end user device selection, site deployments and assessment of business requirements.
• Initial network inventory, oversee and coordinate a contract vendor performing a network audit.
• Port local phone numbers from existing carriers to our new SIP carrier.
• RespOrg toll free from existing carriers to the new SIP carrier.

Tools: Oracle Receivables, SharePoint, OCS, Polycom phones, Nortel Phone, Jabra, Lync 2015, ClickTime Time Management

Confidential, Denver, CO

Responsibilities:

• Experience troubleshooting fax issues that utilize SIP between the Call Manager and VG224.
• Call Manager SIP trunk Cisco VG224 (configured to use SIP) Analog fax machine
• H.225 and Intercluster Trunks Settings
• Experience configuring and troubleshooting media resources, voice gateways, Cisco “VG” gateways
• Experience troubleshooting VoIP Phones
• AWARENESS of Oracle (Acme Packet) Session Border Controllers
• Design, implementation, troubleshooting with Cisco Unified Communications Manager (CUCM)
• Provide complete traceability from requirements, analysis and design models, through to implementation and deployment.
• CTI Setup
• CU IP Phone Setup
• IVR/VRU Call Routing
• Create IVR Scripting in Editor (CXX Administration)
• Create ICM Scripting in Cisco ICM
• Unity Connection (CUC) Systems Administration, IM and Presence
• Cisco Unified Workforce Management Optimization
• Cisco Unified Reporting
• Genesys 8.1 for CUCM 9.1 providing middleware between G/CUCM contact center applications
• Utilize VHT for Call back services and call queuing
• With the understanding of the inter-dependencies between the below and build environments using:
• Calling Search Spaces
• Partitions
• Media Resource Groups
• Device Pools
• Route Patterns
• Route Lists
• Route Groups
• Translation Patterns

Tools: Sparx System Enterprise Architect, CUCM, CXX Admin, CTI, Unity, Jabber, WebEx, Visio, Office 365, VPN, Microsoft Office

Avaya Engineer

Confidential, Denver, CO

Responsibilities:

• Accessing Avaya IP Office Switch Extracting Call Routing, Dial Plan, Incoming/Outgoing Trunks, etc. in preparation for the migration
• Determine where PRI's are coming in on the Avaya Server
• Extracting configuration data information from IVR Server's
• Augmenting the Avaya VoIP infrastructure to accommodate a new Cisco Suite
• Access the current state of the Avaya Servers including the physical placement and configuration as well as the server redundancies that exist.
• Designed physical layouts and configuration of network components that are connected to the existing Avaya system.

Tools: Cisco Jabber, WebEx, WebEx Productivity Tools VPN

Telephony Consultant

Confidential, Larkspur, CO

Responsibilities:

• System Programming, Administration, and Monitoring of IVR Server's
• Managed multiple agent skills, agent adherence, scheduling, forecasting and planning capacity
• Call Routing on various platforms
• PBX/VoIP Technical Support, MAC work as needed
• Cabling 110 block, 66 block
• Call Routing

Avaya Business Systems Analyst

Confidential, Englewood, CO

Responsibilities:

• Handling documentation for the Know IT database for the entire IT Telecom Department
• Working Routing Requests from Business Units updating changes to the Call Routing Vectors, VDNs and Announcements database in Avaya Switch
• Call Routing in Avaya VoIP
• System Administration of Avaya IVR Server
• Working Trouble tickets within BCM Remedy Ticketing Software
• Switch Consolidation Clean-up for the upcoming Time Warner/ Confidential merger
• Scheduling and Presenting meetings within and for Telecom Department for information pertaining to current switch cleanup and documentation
• Avaya VoIP Technical Support for MAC work as needed
• Working with SQL Server for query reporting in each Avaya Switch in all Regions

Tools: Modular Messaging System, AVST, Remedy Ticketing System, SQL, Share Point