SUMMARY:

• Over 20 years of experience in timely design, deployment, administration, and maintenance of solutions in a Windows and Novell (LAN/WAN) environment using Avaya, Cisco and Nortel products.
• Areas of expertise: clarifying business requirements; performing gap analysis between goals and existing procedures/skill sets; designing process as well as system improvements to increase productivity and reduce cost.
• Ability to oversee activities of large contractor groups so that complex, substantial - scale projects can be consistently delivered on time and within budget.
• Worked in a 24x7 on call environment.

TECHNICAL SKILLS:

• Network Associates Sniffer Pro 3.0/4.0, HP Open view, Microsoft Windows Server 2000.2003,2008,2012 and NT Server 4.0/3.5, Microsoft Windows Server Components: Active Directory, DNS, Terminal Services, VPN, Novell 4.11/3.12, LAN Manager 1.4 & 2.2 for UNIX, Novell 3.11, MS SNA Server, TCP/IP, IPX/SPX, ARC net, Banyan Vines, Microsoft Products: Office, Project, Publisher, and Visio, Visual SourceSafe and Visual Studio .NET Professional, Microsoft Windows 8-10, Windows 7,Windows Vista, XP, 2000 Professional, Windows NT 4.0/3.51 Workstation, Windows 98/95, Windows 3.11, Windows 3.1, OS/2, DOS 3.1-6.22, Microsoft SQL Server 7.0-2005, Reporting Services, Norton Products: Anti-Virus, PCAnywhere, System Works, Firewall, VMware ESX/ESXi, Citrix Server, AutoCAD, Right fax.
• Avaya Aura Enterprise, Communication Manager, Modular Messaging.
• Avaya Definity Enterprise Communications Server G3I/G3r v9, Intuity Audix Certificate
• Avaya S8300, S8500 and S8700, CMS Administration
• Avaya Site Administration 6.0
• Avaya Terminal Emulator R17
• Avaya Session Manager
• Cisco Call Manager 4.1/5.1/6.1,7.1,8.x,9.x,9.10.x,11.x 12x Unity Voicemail Server 3.X,7.x,8.x,9.x,10.x 11.x 12x
• Cisco Unified Communications Systems (TUC) Boot camp training 2007
• Cisco Unified Communications Contact Center Enterprise Boot camp training (UCCE\IPCCE) 2009
• Cisco Finesse
• Cisco Workforce Optimization Call Recording Server
• Cisco UCCE WebView Reporting
• Cisco Telepresence and Management Server (TMS)
• Cisco Telepresence Management Suite Extension for Microsoft Exchange
• Cisco Conductor Server
• Cicso Expressway C and E
• Cisco Jabber
• Cisco WebEx CMR
• Cisco UCCX Historical Reporting
• Genesys CTI, IVR, Quick Launch Desktop, CCPulse
• Microsoft Lync Turn Servers 2010
• Microsoft Skype for Business 2015
• Nortel Networks VOIP system, CS1000E Option 11, 81, Northern Nortel Key Systems
• Nortel Call Pilot Voicemail Server and Call Tree Application Builder
• Nextel Wireless Systems: Cellular Telephones and Blackberry
• Oracle Session Border Controllers 4600 (SBC)
• Call Accounting - NICE and WITNESS Systems, Gensys
• Qfiniti Call Recording Platform
• Telstrat Engage Call Recording Server
• Video Conferencing Equipment and Voice Bridges: Polycom, Vtel, PictureTel
• Verint Impact 360 Call Recording Platform Versions 11.1 and 15.1
• Avaya Security Key Module, Ascend Mux Multiplexers, Cisco switches 4506, 4503, 2950, 2970, T1, PRI POTS, Cisco Voice Gateways, Cisco USC C-Series Rack Servers Juniper Networks, Diebold Security Systems, Fluke Equipment: LAN/WAN analyzers,Optical Fiber Testers, Industrial Networks -DeviceNet, ControlNet, FieldBus, DH485, DF1, Tiway, Microwave, FiberOptic, Ethernet, DH+, Texas Instruments H1, ControlLogics, and ThinNet.

PROFESSIONAL EXPERIENCE:

CUSTOMER ENGINEER

Confidential

Responsibilities:

• Setup Phones and Voicemail for new users.
• Support Cisco Contact Center IVR
• Support Cisco Finesse Agents
• Support Reports and Wall Boards for Confidential
• Support Out Dialer IVR campaigns
• Support Polycom Video Equipment.
• Activate iPhones and new users
• Support iPhone Users
• Support Applications - Kronos, Office 365
• Push out iPhone updates IOS
• Support End Users.
• Support Conference Room Setup, Audio, Video and Presentations
• Support Crestron Controls and Air Media Applications for Overhead Projectors
• Windows 7 Migration Project to Windows 10.
• Microsoft Office 365 Migration from .
• Upgrade Lenovo Desktop and Laptops
• Support End User Profile and Software for Migration.
• After Hours Deployment of Window 10 for all Users.

Confidential

Solutions Engineer

Responsibilities:

• Design and Document Architecture diagrams in Visio
• Build out of Unified Communications Cluster Servers in VMWare.
• Maintenance Updates Configuration Cisco Expressway C & E.
• Maintenance Updates Configuration Lync Expressway
• Maintenance Updates Configuration Cisco Telepresence and Management Suite
• Maintenance Updates Configuration Cisco Conductors.
• Maintenance Updates Configuration Cisco Unified Communications Manager (CUCM)
• Maintenance Updates Configuration Cisco Unity Connection Server (CUC)
• Maintenance Updates Configuration IM & Presence Servers
• Maintenance Updates Configuration Jabber end user accounts.
• WebEx CMR configuration with Microsoft Office Outlook Scheduling with Productivity Tools.
• Setup and Support on all new and existing systems.
• Scheduled Test and Turn Up
• Scheduled Training Onsite Engineers and End User.
• Supplied all Technical Documentation.
• Setup and configure 9951 and 9951 Cisco Gigabit Video Phones.

Confidential

Senior EnterPrise Voice and Video Engineer

Responsibilities:

• Design and Document Architecture diagrams in Visio
• Build out of Development, Preproduction and Production Environment Platform Servers.
• Build and Import SSL Certificates.
• Run Server Readiness Validation Tool (SRV)
• Configure Recording Integration Service (RIS), Recorders and Application Platform Servers.
• Setup Test Agents for Pilot.
• Work with Verint Engineers on new Verint Impact 360 Voice Recording Platform
• Upgrade 8,6 to 10.6 Cisco Call Manager
• UCCE and UCCX Confidential Platform
• Setup, Support and Configure Cisco Finesse Agents.
• Configure extension on the Peripheral Gateways
• Configuring Session Initiation Protocol Recording (SIPREC)
• Build SQL Query Match Reports in Aceyus.
• Support Call Recording and Screen Capture

Confidential

Senior System Engineer

Responsibilities:

• Developed Confidential for ISD help desk.
• Setup call routing and dialing patterns for Honda‘s International Short Dial Program.
• Avaya Modular Messaging Voice Mail System
• Setup Avaya Attendant One X Consoles for the Lobby and Security.
• Supported all analog devices - Elevator Phones, Faxes and Modems.
• Configure SIP Trunks and Dial Plans in Avaya Session Manager to communicate with Confidential of America Cisco Platform
• Polycom Video Conference Equipment
• Crestron Control Panels - software updates and patches.
• Apple Ipad intergraded application controls
• Tandberg MPS 800 using Cisco Telepresence.
• Base Transfer Station (BTS)
• Distributed Antenna System (DAS)
• Remote Head Units (RHU)
• Fiber backhaul and internal repeaters.

Confidential, Columbus, oHIO

CISCO UNIFIED COMMUNICATIONS ENGINEER

Responsibilities:

• Virtual VoIP Servers on VMWare - Subscriber, Publisher and Voicemail
• Verizon SONIC Fiber Ring OC48 with SIP Trunk Routing Configuration
• Cisco Unified Communications Call Manager version 8.6
• Cisco Unified Communications Unity Voicemail version 8.6
• Ontario Systems outbound dialer for Collections
• Splunk Custom CDR reports
• Verizon Toll Free Number Routing and Reports
• Cisco TAC updates and patches
• Virtual Confidential - VMWare vSphere 5.5
• Cisco Unified Communication Contact Center Express version 8.5
• SIP Trunk Configuration
• Cisco Contact Center Forums
• Cisco Workforce Optimization Call Recording Server.
• Telstrat Engage Call Recording Server
• Custom Scripts using XML, HTML etc…..
• Custom Microsoft Visio Script Call Flow Documentation.
• Intergraded 3rd party software applications.

Confidential, lEWIS cENTER, oHIO

TELECOMMUNICATIONS MANAGER

Responsibilities:

• Manage telecom engineers in US and Manila, Philippines.
• Change from a four digit to a 5 digit dial plan corporate wide.
• Order PRI\ISDN Circuits for branch sites.
• Configured switches and gateways.
• Setup Cisco 7942, 7962 with expansion modules and 7937G conference telephones.
• Deployed servers to Data Center East, Data Center West and Manila, Philippines.
• Developed ICM Scripts for IVR Maintenance- Load Balance Script and IVR Switch Script (East/West)
• Developed over three hundred ICM Scripts for online retail business websites.
• Setup and configured Cisco Agent Desktop and Cisco Supervisor Desktop Applications.
• Trained agents, supervisors and business analysts in regards to the Webview reporting application of real time and historical data.
• Setup and configured trunks, load balancing over super trunks and geographic routing for 800 numbers.
• Cisco Windows Server 2003 system consisting of 12 servers deployed internationally.

Confidential, Confidential, ohio

TELECOMMUNICATIONS ENGINEER

Responsibilities:

• Support and deployment of the Nortel Networks CS1000E telephone and voicemail system in the 6000 Parkwood Place building.
• Maintained and applied fixes, patches and upgrades to the Nortel Networks Systems.
• Monitored server, firewall and network load during town hall web casts and peak usage times.
• Developed call tree on Nortel Networks Application Builder Server for the following business units: Cardinal Leasing, OptiFreight, Ipricing Hotline and Ambulatory Hotline.
• Regarding the end of the fiscal year war room, setup telephones and caller hotlines for the Ipricing business unit.
• Comprehensive physical telephone audit of the Avaya PBX telephone system in the following buildings: Cardinal Place, Corporate, Metro Place and Atrium.
• Converted building drawings from AutoCAD to Microsoft Visio.
• Deployment of new Cisco telephones, user setup and voicemail.
• Designed, configured call routing and trees in Cisco Call Manager 6.1.
• On-call SRT supports for network problems and local plus long distance PRI/T1 circuits.
• Support and setup end users with telephone and voicemail.
• Setup and relocation of toll free 800 numbers for the business units.
• Design and developed Auto Attendants and Call Trees.
• Confidential support Avaya CMS Supervisor administration and configuration.
• Witness call accounting set up and administration.

Confidential, Columbus, OHIO

Senior Technology Analyst

Responsibilities:

• Managed the deployment, training and upgrade of existing and new construction network and telecommunication systems.
• Managed installations of Avaya S8300, S8500 and S8700 for corporate and mortgage branches.
• Installed Cisco network infrastructure gateways, routers and switches.
• Installed Omni Cash Machines and Credit Card readers.
• Worked with Diebold Security Systems to setup alarms, network video camera surveillance and remote modem access.
• Performed system upgrades on servers, desktop computers and laptops.
• Set up and support of call accounting systems.
• Avaya CMS Supervisor administration and configuration.
• Security clearance to support branch and corporate sites after hours.
• Set up simulation for the yearly disaster recovery program
• NICE Call recording.