SUMMARY:

Collaboration engineer with both the hands - on approach and technological mindset for designing, implementing and supporting diverse environments. Experienced in advising network engineers and clients on the best path to allow growth and success. I have trained and motivated clients and colleges to extend their knowledge and increase their productivity.

TECHNICAL/BUSINESS SKILLS:

• Cisco UCM 3.5 to Collaborations 11.5 installation and admin w/SIP/MGCP SRST configuration
• Cisco Unity Connection 8.5 to 11.5 installation and admin
• Cisco UCCX/UCCE 8.5 to 11.X including CRM\IVR scripting and Finesse
• Cisco Presence 8.5 to 9.2, IM&P 11.5 with Cisco Jabber
• Cisco SIP CUBE/MGCP/H.323/Analog IOS Gateways including 28XX/29XX/43XX/44XXISR/VG2XX/VG3XX
• Cisco Expressway C & E MRA
• VMware ESXi & vSphere Client 5.X & 6.X installation and management
• Cisco routers & switch, WAN & LAN/VLAN w/ Voice and Video QoS at L2/L3
• Microsoft Windows server 2016 Admin/Office 365 suite including Skype for business, Exchange and Visio
• Solar Winds SNMP and network management.
• Voice\VoIP Troubleshooting w/ Wireshark and RTMT
• Service Now, Remedy and Track-it helpdesk ticketing.

PROFESSIONAL EXPERIENCE:

Confidential, Lake Oswego, OR

Sr VoIP Engineer

Responsibilities:

• Hired in as a Sr UC Eng. with C1 Professional service to work with C1 post sales and UC design Engineers to configure Cisco UCM solutions for customers.
• This included UCM (CUCM, CUC, IM&P, UCCE\UCCX) upgrades to 11.5.2/12.X, CUC and MS O356 integration with Skype, UCM/SIP integration for use with CUCM.
• Install and configure Cisco IM&P for Cisco Jabber phones and chat.
• Trained customer users on how to set up and use on their phone, voicemail, Jabber VoIP client's apps.
• Develop UCM project and user documentations.
• Configured Cisco 43XXISR for SIP trunking between HQ and remote office and CME for remote office assistance with hunt groups.
• Assist with day to day operational support of the C1 customer's Cisco UCM suite including support of phones, voice gateways and UCM applications servers.

Confidential, Portland, OR

Sr VoIP Engineer

Responsibilities:

• Served as consulting Eng., to upgrade Confidential Cisco UCM suite from 10.5 to 11.5.2.
• Assist with the evaluation and installation of new Cisco UCCX contact center solutions.
• Install and configure Cisco CUC 11.5.2 for use with CUCM users and Cisco IM&P for Cisco Jabber phones and chat.
• Train new users on how to set up and use on their phone, voicemail, Jabber VoIP client’s apps.
• Develop UCM project and user documentations.
• Configured Cisco 2951 and 2921 ISR for SIP trunking between HQ and remote office and Century link service provider.
• Assist with day to day operational support of the Confidential Cisco UCM suite including support of phones, voice gateways and UCM applications servers.
• Administer Microsoft Windows 2016 servers & Office 365 suite, Exchange, Lync and Skype for business
• Administer Active Directory, DNS, DHCP and CUCM LDAP

Confidential, Portland, OR

UC Voice Engineer

Responsibilities:

• Served as UC Voice Eng., for Adidas Group for a 6-month project to move the Adidas/Rebook data center from Boston, MS to Adidas NA HQ, Portland, Or.
• I was responsible for the build of the Cisco UCM (CUCM, Unity Connection, IM&P, and UCCX) system 11.5 on the VMware ESXi 6.0 server platform.
• Related projects included configuring UCCX and CSQ, user agents as well as scripts for new Adidas sales call center as well set up supervisors monitoring and CUIC reporting software moving over the Rebooks UCM system over to our new UCM VM ware server in the Adidas datacenter.
• As well as move existing Avaya clients over to Cisco systems for voice collaborations services.
• Configuring voice mail and call handlers in the CUC systems.
• Monitored the day to day operational voice and video systems and end points as well as support and troubleshooting audio & video quality, voice and QoS issues.
• Troubleshot issues with call center agents, CUPC users and Unity user account management.
• Train new users on how to set up and use their phone, voicemail, Jabber and Finesse client’s app and remote.
• Projects include setting up Adidas Spartanburg warehouse for dial plan and call routing, phone, voice mail and IVR service for 600 users.

Confidential, Cypress, CA

UC Voice Engineer

Responsibilities:

• As the UC Voice Eng., for Confidential I handled the day to day operational support of the Cisco UCM (CUCM, Unity Connection, IM&P, and UCCX) system 10.5 on the VMware ESXi 5.x server platform.
• Work on a team to evaluate and resolve Confidential VoIP customer issues Configured all UCM system dial plans and call routing and SIP trunks and SIP CUBE/h.323 for remote site deployments.
• Configure the UCCX user agents as well as scripts for new acquired sites sales call center as well set up supervisors monitoring and historical reporting software.
• Configure CRM and IVR’s in UCCX.
• Monitoring the day to day operational voice and video systems and end points as well as support and troubleshooting audio & video quality, voice and QoS issues.
• Troubleshot issues with call center agents, CUPC users and Unity user account management.
• Train new users on how to set up and use their phone, voicemail, Jabber and Finesse client’s app and remote.
• Administer Microsoft/Office 365 suite, Exchange and Lync and Skype for business
• Administer Active Directory, DNS, DHCP and CUCM LDAP

Confidential, Portland, OR

Senior UC Collaborations Engineer

Responsibilities:

• Responsibilities included meeting with TIG customers for assessments, planning, design, integration and deployment of Cisco UC networks in both large enterprise clients as well as small corporate and county networks.
• In addition to being viewed as a trusted advisor, responsible for transition of projects from presales to delivery, and sales support role.
• Upgrade Clients old UCM (CUCM, CUC, UCCX/UCCE and IM&P) systems over to UCM 11.5.2 as well as migrate to BE6K and C 220 M 3/4 VMware servers.
• Design and implement new sites dial plans, directory services to their CUCM system as needed.
• Configure/upgrade and install customer’s 29XX CUBE and/or 43XX Voice gateways as well as update voice and analog gateway IOS.
• Train customers on UCM system applications, configuration and troubleshooting

Confidential, Idaho Falls, ID

UC Implementation Engineer

Responsibilities:

• On a three-month contract with Confidential to replace Confidential Avaya system with Cisco UCM (CUCM, CUC, IM&P and UCCX 10.5) system.
• As part of the Confidential Eng., team I design, replace and implement of the replacement system for Hospital Corp., America, Confidential existing Avaya PBX system with Cisco UCM 10.5 for approx. 2900 users.
• For the voice system, I worked with hospital staff on gathering legacy PBX and phone info.
• With that I configured three Cisco C220 M4 w/ dual SSD, RAID 5 and VMware 5.5.
• As well as build the CUCM Pub and 2 Subs, CUC CER and UCCX HA.
• Configure all Confidential dial plan and inbound/outbound call routing, SRST, IVR and UCCX scripts for Hospital telecom services.
• Configure CUCM/CUC and user for LDAP integration as well as user voice mail accounts.
• Configure CUBE router for SIP trunking to ATT IP Flex SIP trunks.
• Tested and trouble shot all voice network issues including testing E911 services.
• Added Nurse Call Roland 5 and vg310 for analog services to the voice network.
• I have trained and motivated clients and colleges to extend their knowledge and increase their productivity.

Confidential, Los Angeles, CA

Voice Systems Engineer

Responsibilities:

• As the Voice Network Eng., for SAG-AFTRA I not only provided the day to day operational support of the Cisco UCM (CUCM, Unity Connection, IM&P, and UCCX) system 10.5 on the VMware ESXi 5.x server platform. But also, preformed all the upgrades and migrates of UCM platform suite from 8.6 to 10.5 on the Cisco VMware server.
• Configured all UCM system dial plans and call routing and for SAG as well configure SIP CUBE and SIP trunks for HQ and remote site deployments.
• Configure the UCCX user agents as well as scripts for SAG call center as well set up supervisors monitoring and historical reporting software.
• Configure CRM for Sale Force and IVR’s in UCCX.
• Monitor day to day operation voice and video as well as support including troubleshooting audio& video quality, voice and QoS issues.
• Troubleshot issues with call center agents, CUPC users and Unity user account management.

Confidential, Denver, CO

VoIP Engineer

Responsibilities:

• As part of the engineering team assisted with the design, implementation & migration of the Nortel TDM to Cisco VoIP system at the Centura Offices and Hospitals.
• Configure Route pattern, route group and route list and Nurses call for new site deployments within the Centura health network.
• Handled day to day operations including technical troubleshooting within the Centura VoIP enterprise network environment.
• Engaged and tracked Priority 1 to 4 issues with Cisco and/or Service providers (Century Link) including escalation (if appropriate) and resolve them in a reasonable timely manner.
• Provided ongoing to Centura staff on CUCM new feature set up and assist tech staff in the field with level 1 & 2 outages.

Confidential, North Hollywood, CA

VoIP Operation Engineer

Responsibilities:

• As part of the Engineering team I assisted with the migration of the Nortel TDM to Cisco VoIP system starting with 3.5 and through the migration process ended at 9.2 Configure Route pattern, route group and route list for new site deployments within the Disney network.
• Handled technical troubleshooting within the Disney enterprise network environment, D-Channel outages, SDO Link errors, Audio quality issues, network slow-downs and QoS issues.
• Engaged and tracked Priority 1 to 4 issues with Disney EIT and/or Service providers (AT&T, Verizon) including escalation (if appropriate), and resolve them in a reasonable timely manner.
• This includes documentation, resolution RFO’S and closure of trouble tickets.