SUMMARY:

• Highly skilled UC Engineer with over 7 years hands on experience designing, configuring, managing and troubleshooting Cisco & Avaya PBX systems.
• Cisco Certified Network Professional (CCNP) Collaboration
• Knowledge of Cisco Routers and Switches, Cisco VOIP Phones, Cisco Unified Communications Manager 10.5, Cisco Unity Connection 10.5, Cisco Contact Center Express 10.6, and VMware vSphere Client 5.5.
• Strong understanding and experience with Unified Communications, VOIP infrastructure/architecture, messaging, video, voice, web conferencing and IP telephony technologies
• Deep knowledge and understanding of WebEx, WebEx Teams (Spark), Jabber, IOS Voice Gateways, QoS, IOS, SIP, Active Directory, DNS, and DHCP
• Experience deploying, configuring Unified Communications, Video Conferencing and Voice related technologies.
• Proven ability to work independently or as a positive member of a cohesive team.
• Proven record of dependability, flexibility, commitment and excellence.

PROFESSIONAL EXPERIENCE:

Senior UC Engineer

Confidential, Falls Church, VA

Responsibilities:

• Lead Unified Communications Engineer for Department of Labor Network Operations responsible for diagnosing, troubleshooting and resolving Cisco Call Manager, Unity and IVR I3 Contact Center issues.
• Configured, deployed and implemented Cisco Communications Managers (Call Manager, CUCM), Cisco Unity Connection, Instant Messaging & Presence (IM&P), Cisco Emergency Responder (CER), Expressway, Cisco Meeting Server (CMS), Voice enabled WAN, CUBE/SIP gateways, and various 3rd party products for over 17,000 VoIP endpoints at the Department of Labor.
• Experience troubleshooting complex voice & collaboration performance problems to resolution in multitasking environment.
• Managed server backups, disaster recovery plans, check all servers for vulnerabilities.
• Performed system upgrades and patches based on request, schedule or events.
• Worked with DOL UC Engineering team to design, configure and implement end - to-end solutions for Cisco Collaboration systems for the migration of DOL’s legacy Avaya PBX phone system to Cisco’s Call Manager IP PBX.
• Responds to customer trouble tickets, analyzes and takes corrective action.
• Worked to develop guides for help desk personnel and end users.

Enterprise Voice System Administrator

Confidential, Falling Waters, West Virginia

Responsibilities:

• Experience deploying, configuring Unified Communications, Video Conferencing and Voice related technologies.
• Experience with voice quality monitoring tools (PCA, Splunk, Solarwinds) and diagnosing voice quality issues.
• Solved/Engineered call routing, translation patterns, call pickup groups, Extension Mobility, and call handler issues.
• Knowledge of Voice Gateways (H323, MGCP), Protocols (H323, SIP, and MGCP), IP Contact Center technologies (ACD, IVR) and CTI applications.
• Trained, guided and offered assistance to a team of front-line support staff on new features and products and prepared technical documents.
• Completed numerous Cisco UC upgrade projects between versions.

Information Technology Client Analyst

Confidential, Martinsburg, West Virginia

Responsibilities:

• Responsible for providing full range support of IT technologies, including computer, peripherals, communication devices and associated operating systems and software applications in a complex, multi-agency environment in the Office of Technology of the Department of Administration.
• Provide the support of enterprise telephony communication system, wireless communication and videoconferencing communication systems.
• Provide physical configuring of VoIP phones, voice mail and extension systems from switches to desk and main operator station.
• Provided experienced client technologies support by reporting, responding to, analyzing and resolving customer information technology problems and service requests.
• Worked on project teams to deliver large-scale equipment refresh, upgrade and migration projects.
• Configured network protocols (DHCP, TCP/IP, DNS, SAMBA, etc) to allow network compatibility and connectivity between Linux/Unix and Windows environments
• Provide assistance to vendor in documentation, project planning tracking and assessment.
• Provide help desk site support to document and provide solution to client needs both physical and remotely.

Web Designer

Confidential, Brownsville, Texas

Responsibilities:

• Responsible for creating, updating, and maintaining site pages for Confidential, using CSS, HTML, JavaScript, and JQuery.
• Responsible for design efforts for site pages, content archival, photo galleries, video features, and third-party widgets.
• Submitted the site to search engines and added keywords to all pages to improve placement in search results.
• Published the company’s organization chart on the web site, along with pictures of all key executives.

Owner/Manager

Confidential, Brownsville, Texas

Responsibilities:

• Oversaw the operation of computer hardware systems, including coordinating and scheduling the use of computer terminals and networks to ensure efficient use.
• Installed and performed repairs to hardware, software, and peripheral equipment, following design and installation specifications.
• Determined staffing requirements, and interviewed, hired and trained new employees, and oversaw those personnel processes.

Hospitality and Kitchen Manager

Confidential, Brownsville, Texas

Responsibilities:

• Supervised sixty employees, scheduled work hours, and resolved conflicts.
• Supervised food and beverage preparation operations.
• Coordinated activities among various departments such as kitchen, dining room, bar and catering operations.
• Maintained records pertaining to inventory, personnel, orders, supplies, and machine maintenance.
• Designed, implemented, and evaluated staff and development, customer service initiatives, and performance measurement criteria.