SUMMARY:

Seeking a position, with exposure to multiple disciplines to utilize my technical, technological, vast management, sales, and team training experience to widen my current skill set.

SKILLS:

• Cisco Unified Communication Manager (CUCM 7.x, 8.x, 9.x, 10.x)
• Cisco Unified Communication Manager Express (CUCME 4.x, 7.x, 8.x)
• Cisco Unified Contact Center Enterprise (UCCE 7.x, 8.x, 10.x, 11.x)
• Cisco Packaged Contact Center Enterprise (PCCE 10.x, 11.x)
• Unity Connection (CUC 7.x, 8.x, 9.x)
• Cisco Emergency Responder (CER 8.x, 9.x)
• Cisco Unified Presence/IM and Presence Server (CUPS/IM&P 8.x, 9.x)
• Cisco Customer Voice Portal (CVP 7.x, 8.x)
• Unified Contact Center Express (UCCX 7.x, 8.x, 9.x)
• Confidential Cloud Connector (Cloud UI 4.x,5.x)
• Bmigrate tool for PBX - CUCM integration (Bmigrate 1.x)
• ESNA Officelinx for collaboration integration (ESNA 8.x)
• Avaya Communication Manager (Avaya 5.x, 6.x, 7.x)

EXPERIENCE:

Senior Voice UCaas ccaas engineer migration lead

Confidential

Responsibilities:

• Designed and Architected migrations to UCaaS and CCaaS
• Led customer and business decisions towards implementing UCaaS and CCaaS
• Directed and administered migrations to Cloud services and UC/UCCE as a service.
• Integrated and deployed patches on UCCE,UC, PCCE, Finesse, and Cloud
• Executed troubleshooting on Cloud connected applications and services
• Performed Maintenance on Cisco UC, UCCE, and PCCE environments
• Provided client training for Cisco suites (including bug fixes, patches, and upgrades)
• Added, removed, edited users and devices within CUCM, Finesse, UCCE, and PCCE
• Provided knowledge with UC Break/Fix solutions and Gateway troubleshooting
• Used advanced call debugging and route tracing to find disposition/routing errors
• Troubleshot virtual and physical devices within the infrastructure
• Provided troubleshooting help during outages, issues, and priority ticket reports
• Served as an escalation point for business critical support tickets.
• Created training documents and best practice documents, along with setup and current environment architecture as environments and changes were built.

ADVANCED DIAGNOSTIC ENGINEER

Confidential

Responsibilities:

• Deployment and integration of patches on UCCE,UC, PCCE, Finesse, and Cloud
• Troubleshot issues within Cloud connected applications and services
• Administered Maintenance Cisco UC, UCCE, and PCCE environments
• Provided client training for Cisco suites (including bug fixes, patches, and upgrades)
• Added, removed, edited users and devices within CUCM, Finesse, UCCE, and PCCE
• Provided knowledge with UC Break/Fix solutions and Gateway troubleshooting
• Administered VOIP database changes and imports
• Used advanced call debugging and route tracing to find disposition/routing errors
• Troubleshot virtual and physical devices within the infrastructure
• Provided troubleshooting help during outages, issues, and priority ticket reports
• Served as an escalation point for business critical support tickets.
• Created training documents and best practice documents, along with setup and current environment architecture as environments and changes were built.

Lead senior voice/network infrastructure engineer

Confidential

Responsibilities:

• Installation and Integration of CUCM, UCCX, CER, and Unity
• Administered Maintenance on Legacy PBX, AVAYA, Toshiba, and Shortel environments
• Provided help and training for Cisco suites and PBX Legacy systems for both Confidential &K and Confidential infrastructure for changing solutions as well as migration purposes
• Added, removed, edited users and devices within CUCM, Avaya, and Toshiba systems
• Provided knowledge with UC Break/Fix solutions
• Administered PBX to VOIP database changes and imports
• Troubleshot physical devices during Cutover nights
• Provided engineering for both companies during corporate management change
• Administered insight during database editing and uploading for PBX transfer to CUCM
• Bulk Imported Cisco Suite profiles and information for new Confidential CUCM environment from existing Confidential &K environment
• Oversaw Auto-registration of phones and bulk import of phones and users using BAT.
• Provided troubleshooting help during outages, issues, and priority ticket reports
• Served as an escalation point for business critical support tickets.
• Created training documents and best practice documents, along with setup and current environment architecture as environments and changes were built.

Primary Senior Solutions Engineer

Confidential

Responsibilities:

• Installation and Integration of CUCM and ESNA for all users.
• Oversaw Night installs and cutovers using Bmigrate during pilot period
• Administered help and training for Bmigrate to the installation team and support desk
• Added, removed, edited users and devices within CUCM
• Provided knowledge with UC problems and installation
• Administered PBX to VOIP database changes and imports
• Troubleshot physical devices during Cutover nights
• Provided engineering support to team throughout project
• Administered insight during database editing and uploading for PBX transfer to CUCM
• Bulk Imported ESNA profiles for new CUCM environment
• Auto-registration of phones and bulk import of phones and users using BAT.
• Extensive experience with the integration of UC with the UCCE and UCCX platforms.
• Provided troubleshooting help during outages and issues
• Served as an escalation point for business critical support tickets.

Senior Level Voice Support Specialist

Confidential

Responsibilities:

• Installation and Integration of CUCM, CER, and Unity for all users.
• Added, removed, edited users and devices within CUCM
• Provided knowledge with UCCX problems and installation
• Troubleshot SIP messaging between voice gateways and CUCM.
• Auto-registration of phones and bulk import of phones and users using BAT.
• Installation and Integration of Auto-Attendant
• Extensive experience with the integration of UC with the UCCE and UCCX platforms.
• Provided troubleshooting help during outages and issues
• Served as an escalation point for business critical support tickets.
• SRST installation and integration with routers and gateways
• Integrated and installed multiple proof of concepts for business plans
• FXO/FXS install and setup for 911 purposes
• E.164 integration with Unity and CER

Senior Level Network Engineer

Confidential

Responsibilities:

• Worked with partner companies to discover and oversee mergers/acquisitions
• Led a team of highly trained individuals through training and knowledge. Processed budget plans as well as P&L reports.
• Engaged and oversaw marketing and cooperative ventures both internal and external.
• Developed hiring and advertising practices.
• Installation and Integration of CUCM, CER, and Unity for all users.
• Configured and troubleshot 3800 and 3900 series voice gateways with MGCP integration across the internal environment.
• Troubleshot SIP messaging between voice gateways and CUCM.
• Auto-registration of phones and bulk import of phones and users using BAT.
• Installation and Integration of Auto-Attendant
• Extensive experience with the integration of UC with the UCCE and UCCX platforms.
• Migrated CUCM 8.X and Unity Connection 8.X to 9.X in a parallel build from MCS to UCS.
• Implemented Unity Connection integration with CUCM via SIP and Unified Messaging with Exchange.
• Served as an escalation point for business critical support tickets.
• SRST installation and integration with routers and gateways
• DID transfers from old CUCM clusters to new CUCM clusters
• Integrated and installed multiple proof of concepts for business plans
• FXO/FXS install and setup for 911 purposes
• E.164 integration with Unity and CER

Senior Voice Network Engineeer

Confidential

Responsibilities:

• Performed Cisco Unified Communications Manager upgrade from 8.x to 9.x and migrated from MCS to UCS virtualized servers.
• Redesigned CUCM dial plan to remover overlap and built translation patterns for abbreviated intra-site and inter-site dialing.
• Implemented VG224s, High density FXS/FXO and ATA187s for analog connectivity.
• Customized and configured Call Manager voice features such as Extension Mobility, IPMA, and Attendant Console for users and customer's individual needs.
• Configured 2900 and 3900 series router as voice gateways, using SIP and H323 to connect to the PSTN via PRI.
• Configured Cisco Unified Communication Manager media resources including: media termination point (MTP), transcoders, and conference bridges.
• Administration and configuration of Cisco Unity subscribers, call handlers, auto attendants, and directory handlers.
• Develop technical support policies and procedures.
• Migrated from an H323 environment to SIP.
• Configured all remote site routers for SRST failover.
• Led migration of the UC test lab to a virtual environment to replicate the new production environment that had recently been virtualized.
• Upgraded from UCCX 7.x to 8.5.
• Lead site migrations from PBX to CUCM/Unity Connection.

General Manager

Confidential

Responsibilities:

• Ran a 300,000sq/ft retail site and a team of over 100 employees
• Trained my team in sales while keeping my team motivated
• Kept my team competitive to always lead the region in sales.
• Utilizing all of my management knowledge I made sure that my site stayed profitable, fun, and competitive with all surrounding competition.
• Ensured that my site stayed cleanly, organized, and welcoming for all.
• Acquired and completed all legal paperwork, Human Resource, and office management as well as any auctions, supply ordering, and bid obtaining/approval for any repairs or work that would need contracting to outside companies.

Senior Voice Network Engineer

Confidential

Responsibilities:

• Integration of CUCM with CER 8.x for all users.
• Configured and troubleshot 3800 and 3900 series voice gateways with SIP integration across the internal environment.
• Troubleshot SIP messaging between voice gateways and CUCM.
• Auto-registration of phones through TAPS and bulk import of phones/users using BAT.
• Implemented UCCX 8.x to migrate from Unity call handlers for small call centers.
• Extensive experience with the integration of UC with the UCCE and UCCX platforms.
• Attended crisis bridges and resolved issues in a timely manner.
• Configured tie-lines between Nortel PBX and Cisco Voice Gateways as an interim step during migrations.
• Migrated CUCM 7.1.5 & Unity Connection 7.x to 8.6 via parallel build from MCS to UCS.
• Implemented Unity Connection integration with CUCM via SIP and Unified Messaging with Exchange.
• Served as an escalation point for business critical support tickets.

Senior UC Engineer

Confidential

Responsibilities:

• Performed greenfield build of CUCM 7.x/Unity Connection 7.x and migrated all sites to new clusters.
• Created a dial plan to avoid overlapping extensions and ensure consistent dialing procedures across the enterprise for international, long distance, and inter-site.
• Customized/configured UC features such as local route groups, call coverage (shared lines, pickup groups, hunt groups, etc.), call handlers, and single number reach.
• Performed basic system administration including: Moves, Adds, Changes, Deletions, and monitoring of system health.
• Configured triggers, CSQs, and scripts in UCCX 7.x for small call centers.
• Migrated 10 sites from Nortel PBXs to CUCM/Unity Connection.
• Configured SRST for voice backup in case of WAN failure on 2800 and 2900 series voice gateways.

Voice Network Engineer

Confidential

Responsibilities:

• Troubleshot voice quality issues related to QoS and Telecom, running debugs on ingress gateways, verifying configs & carrier issues for PRI or SIP Trunk related issues.
• Interacted with vendor managed services and service providers.
• Performed installations, moves, add, and changes throughout the environment.
• Administered Call Manager and Unity servers including patching, troubleshooting, defining thresholds, and responding to alarms.
• Provided Day 1 and Day 2 support for UC migrations and circuit turn ups.
• Migrated from CM 4.x to 6.x and Unity 4.x to Unity 6.x with a parallel build.
• Planned and tested enhancements and upgrades to VoIP systems.
• Replaced existing Cisco 2600 routers with 2800 series voice gateways.
• Kept architecture documentation current and reviewed and updated all documentation for quality, accuracy, content and consistency.
• Deployed a duplexed ICM 7.5 integrated with CVP 7.x in a lab.