TECHNICAL SKILLS:

Servers: MCS 7800, UCS B200 M3 blades, UCS C240

Programming Languages: VXML, CVP/ICM Script Editor

Software Application: ICM/UCCE/CVP10x/11, Cisco IOS, CUCM4X - 11x, CER8x/10x, CUC10x, IM& Presence10x, Social Miner, UCCX10x/11x, MediaSence 10x, VCS Expressway, Calabrio,finesse, CUIC, Nice

Hardware: 2960/3550/3750/6509 , Switches, 3845/3945/4451/ ASR,routers VG350/VG224 Nexus 5K, Nexus 9KSIP, MGCP, H323, SCCP;EIGRP, BGP, MPLS, OSPF, TCP/IP. CUBE; Cisco voice gateway and gatekeepers; Jabber, Cisco IM&P, LDAP, Lync, TMS

EXPERIENCE

Confidential

Sr. Voice/Contact Center Network Engineer

Responsibilities:

• Worked with KP vendors install/Configure/upgrade UCCE controllers, CUIC, AW/HDS, Router, Logger, VRU; Migrated 50+ Peripheral Gateways to the new UCCE 10.5 environment.
• Created templates and reviewed Methods of Procedures, Low Level Designs, sent out business communications, Created training documentation, and configuration standards
• Performed Finess, CUIC, CUSP upgrades
• Built/added SIP trunks, CUCM/CUC/Analog gateways, phone, user/device imports, and configured CER
• Performed VOIP CER/CUC/CUCM Base Configurations; Pre-Migration tasks including IOS Upgrades prior to UC 8.6 to 10.5 upgrades
• Worked with vendors to upgrade UCCX/UCCE from 8.5 to 10.x and move them to new UCS C-240
• Configured SME and CUCM cluster for call routing (PSTN Inbound and Outbund) to test ATT SIP PSTN trunks
• Provide UCCE/UCCX/UC Health Checks
• Assist in troubleshooting UCCX/E/CUCM/CUC/CER, gateways
• Reviewed and Approved MOPs, Assisted OPS Acceptance team to develop process flow diagrams, tool alignment, planning engineering releases, addressed LLD standards.
• Developed UC standards and processes for NQA team
• Voice Maker, Checker, Approver for all KP Managed IP Telephony, PRI/SIP infrastructure, Voice Gateways, CUCM, CUC, CER UCCE/UCCX, to support Confidential ’s robust network.
• Assist with pilot install of new SIP centralized infrastructure running Cisco B2BUA/CUBE/SME.
• Closely working with the Backbone Voice teams on Voice, trainings, code caveats, escalations
• Working closely with vendor teams to enhance voice standardization tools

Confidential

Technical Consultant

Responsibilities:

• Planned, designed, build and maintained customer’s centralized SIP infrastructure running CUCM10x/CUC10x/IMP10x/UCCX10x/Finesse 10x/VCS Expressway, Video TMS
• Managed the entire SIP centralized infrastructure running Cisco B2BUA/CUBE/SME.
• Provide DID redundancy in the cloud with Verizon service provider and call routing portal service configuration and management.
• Provided IP trunk solution and which secured shared pool of minutes for all sessions with no additional LD charges compared to PRI services.
• Supported up to 16 destination IP addresses per trunk, SIP voice calls (supported audio codecs include: G.711, G.729, G.728, G.726, G.723, G.722, AAC LD, iLBC. Video codecs: H.263, and H.264). DTMF relay interworking. SIP early-media/signaling, SIP delayed-media/signaling, RSVP synchronized with call signaling, SIP-SIP Video calls, TCL IVR 2.0 for SIP, RFC 2833 DTMF relay, T.38 fax relay.
• Managed all UCCX projects from start to finish, including plan, design, integrate, manage ensuring all business requirements are fully satisfied and Business units are aware of full cost of services annually
• Provided full life cycle services including Project management, planning, design, implementation, and maintenance support for Customer’s Cisco Unified Communications infrastructure.
• Managed Single Dial Plan for all call control services; Provide voicemail services with Unified messaging and message waiting indications.
• Supported Rich Media conferencing with Jabber and integration with meeting place resources
• Supported Mobility services for users outside the enterprise Network
• Primarily providing troubleshooting and configuration assistance to Enterprise customers
• Supported CUCM10x/CUC10x/UCCX10x upgrades
• Work with business units to gather technical requirements and Design UCCX call flows,
• Handled Escalation for the team and other L1, L2, L3 sites
• Closely working with the Backbone Voice teams on Voice, trainings, code caveats, escalations
• Working closely with vendor teams to enhance voice standardization tools
• Active participation in Cisco support forums and knowledge base creation

Confidential

Technical Consultant

Responsibilities:

• Planned, designed, built and supported Centralized SIP infrastructure, CUCM10x/CUC10x/UCCX10x solution for Confidential Customers in the South East Regions including Sunbelt Rentals (300+ site UC upgrade) ParkSterling Bank (55 Site deployment) and Sunbelt (500 greenfield site deployment)
• Installed Cisco UCS B200 M3 Blade servers to host Cisco UC applications for Park Sterling Bank
• Designed physical layout of the UCS server, installed VMware ESXi, configure virtual guest machines
• Designed and configured LAN/WAN for ATM/Fiber connectivity, MPLS WAN from over 50 Bank locations to primary and backup datacenters.
• Installed and configured CUBE/K9 voice gateways at Datacenter for centralized SIP Trunking and Centralized IP Telephony Media Resources to be connected to SIP ITSP.
• Cisco Unified Computing System (UCS) C240 (Updated firmware; Applied IP Addressing; Installed VMWare vSphere Hypervisor 5.1 onto UCS Server, Rack and Stack Hardware in Data Center.
• Cisco Unified Communications Manager Install/Upgrade; Procured PUT license; Deployed Virtual Machines in VMware with OVA templates on UCS; Performed Data Recovery System (DRS) Backup of Production (CUCM 7x, 8x) Publishers and implemented change freeze; Installed CUCM 7x 8x 9x Publisher in UCS environment and performed DRS restore; Upgraded to CUCM 10.5; Migrated licenses into ELM/PLM; Made dial plan changes; staged CUCM 10.5 Subscribers; Performed system testing in the CUCM 10.5 environment; Installed CUC 1x4x,8x in UCS environment; Upgraded to CUC 10.x; Performed ViewMail for outlook, Single inbox, LDAP synchronization.
• Planned, Designed and implemented UCCX Call Flows, Scripts and application management.

Confidential

Voice Solutions Engineer

Responsibilities:

• Team Lead for various UC Contact Center UCCX and Greenfield deployments and Upgrades for Confidential and their customers including LAMTA, THE Clinic, PAC Trust Bank, Starkey, Pensco, GA Food and La County.
• UCS migration activities; Designed physical layout of the UCS server, installed VMware ESXi, configure virtual guest machines
• Performed Site surveys, Contact Center audits, VOIP readiness assessments for customer deployments.
• Performed project closeout and operations acceptance to ensure milestones are accomplished.
• Redesigned Confidential Numbering Plan to E.164 and Integration to Corporate
• Staged, Tested, upgraded third party applications: Zoom CallRecording, XMediusFax, Arc Enterprise Pro., and Vista Point Enterprise.
• Cisco Unified Communications Manager Install/Upgrade; Procured PUT license; Deployed Virtual Machines in VMware with OVA templates on UCS; Performed Data Recovery System (DRS) Backup of Production (CUCM 7x, 8x) Publishers and implemented change freeze; Upgraded CUC/IM & Presense in UCS environment and migrated from SCCP to SIP CUCM integration; Performed ViewMail for outlook, Single inbox, LDAP synchronization.
• Upgraded UCCX 7x 8x and re-built configuration in UCCX 10.5 environment; Applied System settings, Call flow design, Advanced Scripting, Applications, CUCM integrations
• Developed Test Plan and Test Matrix; Included CUCM integration tests to Vista Point Enterprise Attendant Console, XMediusFax Server, UCCX, Social Miner, QM
• Installed VCS Control and Cisco VCS Expressway: Created DMZ/Public Internet vSwitch within VMware; Worked with customers to deploy internal/external DNS entries; Configured firewall rules in Cisco ASA for incoming communications; Installed and configured LAN interfaces, DNS zone, SIP domain, routing, Traversal zone; Obtained SSL certificate from public certificate authority, allowed firewall traversal calls, configured and tested jabber endpoint registration.
• Performed Telepresense site surveys, assisted Video team with TMS deployment in accordance with the release notes and installation best practices.

Confidential

IPT Engineer

Responsibilities:

• Team Lead for various green/brown field UC deployments and provided full life cycle Planning, Designing, Building, Support and Maintenance for Confidential, Citizen Watch, Bay Area Air Quality Department, LA County Sheriffs and LA County DCFS UC infrastructures.
• Installed, Upgraded & Migrated CUCM/Unity Unified Messaging/IM & Presense to UCS servers
• Performed Cisco UC installation integration for Microsoft Lync 2011 at Bay Area Air Quality management District
• Assigned as Lead Implementation Engineer Confidential, Confidential ’s largest customer in California. Task involved performing new site planning, designs, and implementation, cut-over and day 2 support.
• Planned, designed, Installed, Configured and performed upgraded UC applications including UCCE, UCCX, Unity Connection, Attendant Console, QM Workforce Management, Voice call recording
• Provided Customer recommendations and developed a detailed Cisco Academy training program for entire IT staff at Confidential .
• Training covered all UC and UC applications in the entire infrastructure.
• Staff was trained and provided with knowledge to maintain the new UC

Confidential

IVR Telephony Engineer

Responsibilities:

• Tribune owns 11 Newspapers and 23 television stations and handles over 100,000 calls per day.
• Designed, Implemented and Supported Avaya/Asterisk/CUCM/Voice gateway/ICM/CVP infrastructures.
• Daily maintenance and oversee smooth operations of the Call Center infrastructure
• Modified and Maintained UC/UCCX/CVP/UCCE call flows for all Tribune customers
• Performed audits of existing Tribune contact center infrastructure and documented as-is environments as required.
• Migrated existing CUCM/Voice gateways/ICM/CVP infrastructure to new Los Angeles and Chicago data centers; Configured Routers, Switches, Gatekeepers, Gateways. Managed CVP servers, ICM servers, 6 Nuance v8.5.0 Speech Recognition servers, 2 CVP VXML servers and Studio, and 4 Media Servers in a redundant and fault Tolerance infrastructure.

Confidential

Solutions Architect/Sr. Consultant

Responsibilities:

• Consulted with AES/SONEL, and Confidential, EPlus customers to provide solutions including: conducted LAN/WAN upgrades; proposed high-level conceptual architecture, and identified technologies that can best support the architecture. Customer deliverables include but are not limited to Implementation and design documentation, Micro design, Technical white papers, Test Plan and Acceptance.
• Planned, designed, configured and implemented a new contact center solution for AES, Sonel. Installed and configured Cisco routers and switched to maintain the new infrastructure. Upgraded and integrated a new Voice over IP application. Conducted technical training for IT staff, and user training for contact center agents. Troubleshoot and resolved issues with AES Sonel Network infrastructure. Performed Site surveys for Web, video and Telepresence solution.
• Designed DMZ Architecture for Sucampo Pharma US, 300 Users with multiple Europe locations. Recommended enhancements to Sucampo network to meet redundancy and failover requirements.
• Expertly staged, installed, configured and tested and deployed network and additional applications, without disrupting existing network
• Maintained network health through day-to-day operations, cut IT cost for customers