SUMMARY

• Highly motivated, ambitious, and results - oriented professional with excellent technical, analytical, and troubleshooting abilities.
• Outstanding communication, interpersonal, and problem-solving skills.
• Successful in collaborating with cross-functional teams, and establishing an exceptional rapport with individuals on all levels.
• Enthusiastic and energetic leader with the ability to train and mentor others in fast-paced environments.
• Excellent planning, organizational, and time management skills.

TECHNICAL SKILLS

Operating Systems/Servers: Windows; Red Hat Linux

Software Applications: Microsoft Office Suite (Word, Excel, PowerPoint, and Access); Microsoft Outlook; Microsoft Virtual PC; Cisco Web Designer; Cisco CAD; Cisco Script Editor; Cisco Unified Real Time Monitoring Tools; HP Open View; Visual UpTime; Nagios; SolarWinds; Orion; Splunk; MRTG, Cacti; Proteus; ServiceNow; Internet Explorer

PROFESSIONAL EXPERIENCE

Confidential

Network Engineer

Responsibilities:

• Maintained and monitored Cisco Finesse used for agent logins for Contact Center Express.
• Used Cisco Unified Intelligence Center used for historical reporting and live monitoring of UCCX agents.
• Maintained and updated software/firmware for all Cisco UCS, FI's, VOIP devices including, voice gateways, SRST's, ISR's, Adtran and equipment support.
• Maintained Cisco Prime License Manager for UC Applications License Management.
• Maintained Cisco Prime Infrastructure used for network monitoring of devices, routers, switches, voice gateways.
• Maintained weekly DR Backups for all VOIP applications and equipment.
• Provided installation and troubling shooting of routers, switches, voice gateways as well as phone installations used in VoIP environment.
• Utilized Mojo Tickets for requests, changes, troubling shooting, installs, and tracking purposes for Telecom/Networks Que.
• Maintained a Master Dial Plan for ACC Campus Wide directory numbers.
• Coordinated and worked with other support teams to provide technical, analytical and troubling shooting abilities related to outages within UCCX, CUCM, and Cisco Unity Connection inside the ACC environment.
• Coordinated and worked with other support teams such as Cisco TAC, AT&T, Confidential and support groups within ACC to provide technical, analytical and troubleshooting on outages or other configurations within the ACC environment.
• Maintained and provided documentation from Variphy Insight Enterprise (custom reports that run for ACC Staff Members). Ran reports on all directory numbers within ACC environment along with other various reports.
• Worked with outside vendors for purchase orders for services, new or additional equipment, replacement parts, and licenses.
• Maintained and Provided Caption Services with Hamilton Confidential for business services server, (used for the hearing impaired to receive text messaging via phone).

Confidential

CCM Telephony Analyst

Responsibilities:

• Responsible for adds, moves and changes within (HCS) environment.
• Cordite and work with other support teams to provide technical, analytical and troubling shoot abilities on outages within HCS environment.
• Responsible for the upgrade of Zenoss from 1.1 to 1.5.

Confidential

IVR Manager

Responsibilities:

• Responsible for adds, moves and changes within Cisco Call Manager 10.5 (CUCM), Cisco Unity Connection 11.5, and Cisco Contact Center Express 10.6 (UCCX).
• Supported daily operations in ESD ACD environment.
• Provided training and knowledge documentation for ESD Supervisors, Agents and Database stores.
• Monitored Dash Boards for CSQs, viewed live agents and provided reports using Cisco Unified Intelligence Center.
• Coordinated and worked with other support teams to provide technical, analytical and troubleshooting outages within UCCX, CUCM, and Cisco Unity Connection within the ESD environment.
• Worked with circuit provider CenturyLink for Wan related issues within the ESD structure.
• Performed maintenance updates and coordinated with ESD Supervisors regarding outages.
• Handled onboarding of new service desk implementations, which included establishing new service desks within the ESD environment across the county.
• Manage Tickets using SDM.

Confidential

Telecommunications Technician

Responsibilities:

• Responsible for adds, moves and changes within Cisco Call Manager (CUCM), Cisco Unity Connection, and Cisco Contact Center Express (CCX).
• Supported daily operations in ESD ACD environment.
• Handled onboarding of new service desk implementations, which included establishing new service desks within the NSD environment across the county.
• Created new agent accounts, provided training and training documentation.
• Responsible for troubleshooting communication and related agent issues within the CUCM and the CCX environment.
• Coordinated and worked with other support teams on current NSD projects.
• Monitored agents within the NSD. Coordinated and worked with other support teams to provide technical, analytical and troubleshooting on outages within the ESD environment

Confidential

Network Specialist IV

Responsibilities:

• Utilized strong leadership skills to train and mentor Network Specialists.
• Supported operations in a small Data Center environment.
• Supported Local Area Networks (LAN) for campus environment
• Deployed Cisco Packaged Contact Center Enterprise Solution to 200 Agents in a campus/statewide environment. This included removing Agents from the legacy Symposium Call Center to the new VoIP infrastructure.
• Converted from PRI Trunks to SIP Trunks, which resulted in a cost savings to the department on long-distance calling, elimination of IP-PSTN Gateways and eliminated PRI subscription fees.
• Established training server for new Agents using CTI Desktop and Finesse.
• Cisco Voice over Internet Protocol (VoIP) Conversion Project (2013)
• Transitioned from the legacy Nortel Meridian Phones to Cisco IP VoIP platform for 630 employees.
• MPLS Conversion from ATM/Frame-Relay (2013-Ongoing)
• Converted 500 remote locations from the legacy ATM/Frame-Relay to MPLS Circuit technology.

Confidential

Network Specialist

Responsibilities:

• Utilized strong leadership skills to train and mentor Network Specialists.
• Supported Wide Area Networks (WAN) and Local Area Networks (LAN) for 350 Confidential locations.