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Lead Senior Level 3 Enterprise Voice Engineer Resume

SUMMARY:

I am a seasoned skilled professional Information technology engineer with ‘over 20 years’ experience in a variety of industries. I am seeking a new career opportunity with a productive firm where I can utilize my skills and background to lead my company’s technology area in a smooth proficient operation.

AREA OF EXPERTISE:

Operating Systems: VMware ESXI 5.0, 5.5, and 6.0 Unix Linux Redhat, Call Manager 7X,8X,9X and 10X and 11x versions Unified Messaging, IPCC Enterprise IVR, Genesis IVR, Avaya Voicemail and Voice Call Center IntegrationsSoftware Call Manager 7X,8X,9X and 10X and 11x versions Unified Messaging,7x,8x,9x and 10x Cisco Nexus (7018, 5020 and 2148) UCCE version 8.0 and UCCX version 8.5 and 10.5 and 11x premium Mail, MS Office (2007, 2010 and 2013), FrontPage, Publisher, Adobe Acrobat

Protocols: TCP/IP, DNS, DHCP, IPX, SPX, EAP, FTP, PPP, RDP, TELNET, NetBEUI. WINS, BGP, OSPF, EIGRP, MGCP, SKINNY, H323, SIP

Language: Pen, Java scnpt, HTML

PROFESSIONAL EXPERIENCE:

Confidential

Lead Senior Level 3 Enterprise Voice Engineer

Responsibilities:

  • Configured User’s on Call Manager and. Unity Connection versions 10.5
  • Cisco UCCX 8.5.x, 9.0.x, 10.0.x, 10.5.x 11.6
  • Advise clients upgrade paths from legacy versions
  • Maintain and support day to day Call Flows for UCCX.
  • Configured Call center queues and configured triggers for queues and add agents
  • Configured 3750,3745,3845 and 3945 and ISR 4331 Voice Gateways for Road Runner Transportation systems infrastructure
  • Configured dial - peers on voice gateways
  • Setup and designed cutover for new sites
  • Worked on IVR Scripting for skill groups using cvp
  • Worked and resolved Call Manager and Unity problems and UCCX, UCCE issues.
  • Deploy and supported Cisco UCCX solution for end points within a Contact Center solution.
  • Worked the on call rotation 24x7 for support issues (2 weeks out of the month)
  • Setup Phone systems 7937,7940,7941,7942G,7945,7960, 7962G and 88xx series phones for Road Runner Transportation systems infrastructure
  • Configure and setup Call center to Finesse
  • Worked on monitoring tools Prognosis, Riverbed Steel Head and NNMI setup and configure CUIC version 10.5 and 11.0 series for call center reporting
  • UCCX tech Refresh/Upgrade from 9.1.2 to 10.5.2
  • CUCM/CUC Upgrade from 9.1.2 to 10.5.2 then to version 11.0
  • Developing UCCX/ICM scripts according to work requests
  • Installation of all UCCE 10.5. components as per the technical deployment documents
  • Configuring Cisco UCS servers and ESXI/VMW are for UC/UCCE deployments
  • Developing UCCX/ICM scripts as per the call and project requirement
  • Setup and Configure Route groups . Route list, Hunt Groups, Call pickup Groups within the Call Manager 11.0 infrastructure
  • Troubleshoot all issues within the Call Manager. Unity Connection, and UCCE, UCCX environment
  • Troubleshoot all gateway related issues and Sip trunking issues
  • Helped and trained level 1 and level 2 engineers on topology and methodology
  • Designed and Implemented SD-WAN centralized Sip trunk and Cube design
  • Meet with business owners/Customers to determine their voice infrastructure requirements

Confidential, Elk Grove Village, IL

Senior Level 3 Enterprise Voice Engineer

Responsibilities:

  • Configured User’s on Call Manager and. Unity Connection versions 10.5
  • Cisco UCCE 8.5.x, 9.0.x, 10.0.x, 10.5.x 11.5x
  • Advise clients upgrade paths from legacy versions
  • Maintain and support day to day Call Flows for, UCCE.
  • Configured Call center queues and configured triggers for queues
  • Configured 3750,3745,3845 and 3945 Voice Gateways for Confidential infrastructure
  • Configured dial-peers on voice gateways
  • Setup and designed cutover for new sites
  • Worked on IVR Scripting for skill groups using cvp
  • Worked and resolved Call Manager and Unity problems and UCCX, UCCE issues.
  • Deploy and supported Cisco UCCE solution for end points within a Contact Center solution.
  • Worked the on call rotation 24x7 for support issues (2 weeks out of the month)
  • Setup Phone systems 7937,7940,7941,7942G,7945,7960, 7962G and 88xx series phones for Confidential infrastructure
  • Configure and setup Call center to Finesse
  • Worked on monitoring tools Prognosis, Riverbed Steel Head and NNMI setup and configure CUIC version 10.5 for call center reporting
  • UCCE tech Refresh/Upgrade from 9.1.2 to 10.5.2
  • CUCM/CUC Upgrade from 9.1.2 to 10.5.2and 11.5x
  • Developing UCCE/ICM scripts according to work requests
  • Installation of all UCCE 10.5.and 11.5 components as per the technical deployment documents
  • Configuring Cisco UCS servers and ESXI/VMW are for UC/UCCE deployments
  • Developing UCCE/ICM scripts as per the call and project requirement
  • Setup and Configure Route groups . Route list, Hunt Groups, Call pickup Groups within the Call Manager 10.5and 11.5 infrastructure
  • Troubleshoot all issues within the Call Manager. Unity Connection, and UCCE, UCCX environment
  • Troubleshoot all gateway related issues and Sip trunking issues
  • Helped and trained level 1 and level 2 engineers on topology and methodology
  • Meet with business owners/Customers to determine their voice infrastructure requirements

Confidential, Aurora, IL

Senior Enterprise Voice Engineer

Responsibilities:

  • UCCX tech Refresh/Upgrade from 9.1.2 to 10.5.2
  • CUCM/CUC Upgrade from 9.1.2 to 10.5.2
  • Developing UCCX/ICM scripts according to work requests
  • Installation of all UCCE 10.5. components as per the technical deployment documents
  • Configuring Cisco UCS servers and ESXI/VMW are for UC/UCCE deployments
  • Developing UCCE/ICM scripts as per the call and project requirement
  • Configured User s on Call Manager and. Unity Connection versions 10.5
  • Configured Call center queues and configured triggers for queues
  • Configured 3750,3745,3845 and 3945 Voice Gateways for Confidential infrastructure
  • Configured dial - peers on voice gateways
  • Setup and configured cutover for new sites
  • Worked on IVR Scripting for skill groups
  • Worked and resolved Call Manager and Unity problems and UCCE issues
  • Worked the on call rotation 24x7 for support issues (2 weeks out of the month)
  • Setup Phone systems 7937,7940,7941,7942G,7960 and 7962G phones for Confidential user s
  • Configure and setup Call center to Finesse
  • Worked on Track-IT call tickets, setup and configure CUIC version 10.5 for call center reporting

Confidential, Chicago, IL

Lead Senior Enterprise Voice Engineer

Responsibilities:

  • Configured User’s on Call Manager and. Unity Messaging
  • Configured dial plans and Route list within Call Manager
  • Configured 3750,3745,3845 and 3828 Voice Gateways for CNA infrastructure
  • Configured dial-peers on voice routers and gateways
  • Setup and configured cutover for site relocations
  • Worked on IVR Scripting for skill groups
  • Worked and resolved Call Manager and Unity problems and UCCE issues
  • Worked on Cisco 6506, 6509 and 3500 switches, 2851 and 3845 routers
  • Worked the on call rotation 24x7 for support issues (2 weeks out of the month) \
  • Setup Phone systems 7912, 7940,7941,7942G,7960and 7962G phones for CNA user’s
  • Cleared port security on Cisco devices for network connectivity
  • Worked on Remedy call tickets,setup and configure CUIC version 10.5 for call center reporting
  • Setup and configured QOS Trust levels
  • Setup and configured MLS QOS COS 3 override
  • Setup and configured COS DSCP Values
  • Worked on completing CNA Network documentation for VOIP project
  • Configured and Designed new implementation for VoIP projects
  • Worked on reducing GNOC alerts for non-monitored ports
  • Worked on production VMware appliance servers and Cisco MCS 7845 servers

Confidential, Elk Grove Village, IL

Lead Senior Voice Network Engineer (Lead)

Responsibilities:

  • Configured User s on Call Manager and. Unity Messaging
  • Configured dial plans and Route list within Call Manager
  • Configured 3745,3845 and 3828 Voice Gateways for company infrastructure
  • Configured ISI System for call reporting
  • Setup and configured Right fax System for enterprise faxing and email
  • Worked on IVR Scripting for skill groups
  • Worked on Call Rex recording system for call center
  • Worked on Cisco 6506, 6509 and 3500 switches, 2851 and 3845 routers (COS AND QOS Configurations)
  • Worked the on call rotation 24x7 for support issues (1 week out of the month)
  • Setup and configured Cisco Nexus 7018 and 5020 switches
  • Configured Port Channel for active, active configurations
  • Created implementation plans for network design and servers deployment
  • Setup and configured vlans for san solutions, servers and backup plans
  • Configured network monitoring tools (DCNM, Cisco Works and Solar Winds)
  • Setup Phone systems 7912, 7940,7941 and 7960 for Cargill user s
  • Cleared port security on Cisco devices for network connectivity
  • Worked on Remedy call tickets
  • Worked on completing Cargill documentation for VOIP and Data projects
  • Configured and Designed new implementation for MPLS projects
  • Worked on reducing GNOC alerts for non - monitored ports
  • Worked on production Windows 2000 and 2003 Servers and Cisco MCS 7845 servers

Confidential, Chicago, IL

Lead Senior Voice & Data Telephony Engineer (Lead)

Responsibilities:

  • Setup and configured Cisco Nexus 7018 and 5020 switches
  • Configured Port Channel for active, active configurations
  • Created implementation plans for network design and servers deployment
  • Setup and configured vlans for san solutions, servers and backup plans
  • Configured network monitoring tools (DCNM, Cisco Works and Solar Winds)
  • Configured User s on Call Manager and. Unity Messaging
  • Configured dial plans and Route list within Call Manager
  • Configured 3745,3845 and 3828 Voice Gateways for Bank infrastructure
  • Configured ISI System for call reporting
  • Setup and configured Right fax System for enterprise faxing and email
  • Worked on IVR Scripting for skill groups
  • Worked on Call Rex recording system for call center
  • Worked on Cisco 6506, 6509 and 3500 switches, 2851 and 3845 routers (COS AND QOS Configurations)
  • Worked the on call rotation 24x7 for support issues (1 week out of the month)
  • Setup Phone systems 7912, 7940,7941 and 7960 for Confidential user s
  • Cleared port security on Cisco devices for network connectivity
  • Worked on Remedy call tickets
  • Worked on completing Confidential Network documentation for VOIP project
  • Configured and Designed new implementation for MPLS projects
  • Worked on reducing GNOC alerts for non - monitored ports
  • Worked on production Windows 2000 and 2003 Servers and Cisco MCS 7845 servers
  • Configured User s on Call Manager and. Unity Messaging
  • Configured dial plans and Route list for associated DNIS
  • Configured IPCC user s for skill groups. Agent Teams and Device Targets
  • Configured ISI System for call reporting
  • Setup and configured Right fax System for enterprise faxing and email
  • Worked on IVR Scripting for skill groups
  • Worked on Call Rex recording system for call center
  • Worked on Cisco 6506 and 3500 switches, 2851 and 3845 routers (COS AND QOS Configurations)
  • Worked the on call rotation 24x7 for support issues (1 week out of the month)
  • Setup Phone systems 7912, 7940 and 7960 for Affirmative Insurance user s
  • Cleared port security on Cisco devices for network connectivity
  • Worked on Remedy call tickets
  • Worked on completing Affirmative Network documentation for VOIP project
  • Configured and Designed new implementation for MPLS projects
  • Worked on reducing GNOC alerts for non-monitored ports
  • Worked on production Windows 2003 Servers
  • Configured Skill Groups for ACD user s
  • Configured PG s
  • Designed and Implemented IPCC Enterprise version 4.2
  • Configured Web view

Confidential, Chicago, IL

Enterprise Messaging Engineer

Responsibilities:

  • Setup and Configured Exchange 2003 Enterprise servers
  • Setup and Configured Exchange Mailbox for company user s
  • Logged and Tracked Service Center Tickets
  • Migrations from Exchange 5.5 to 2003
  • Exmerged company user s PST files
  • Ran Jet Stress on new Exchange server builds
  • Installed and Configure VERITAS Backup Exec for enterprise environment
  • Installed and Configured Net IQ
  • Setup Active Directory Design for enterprise environment
  • Administered and Configured all Mails User Accounts
  • Build, Upgrade, Patch, Monitor and Troubleshoot all Mail Servers
  • Define, Adjusted and Allocated SAN Disk space across all server as environment grew
  • Support Mixed Environment Exchange / Lotus Notes (From the Microsoft Side)
  • Worked as 3 Tier Support to troubleshoot all Mail Issues
  • Trend Micro InterScan Messaging Security Sweep
  • Administer Trend Micro Servers for antivirus, routing and spam
  • Examine Release valid messages caught in IMSS
  • Performed Trend Micro Application Patches & Upgrades
  • Fine tune and update ACL s as needed
  • Provided 3rd Tier Support to troubleshoot all Mail Issues
  • Blackberry Enterprise Server for Exchange 2003
  • Administer and support Blackberry Server
  • Assist with Encryption Key Generation and Troubleshooting
  • Provide as 3rd Tier Support to troubleshoot all Blackberry Issues

Confidential, Chicago, IL

Voice data System Engineer

Responsibilities:

  • Setup and installed MS 2000/2003 servers for small to enterprise size businesses.
  • Configured network TCP/IP addressing for network connectivity.
  • Configured Internet TCP/IP addressing.
  • Configured and administered MS Exchange 2003.
  • Setup and configured IIS
  • Setup and configured network users with login and passwords.
  • Setup and configured security policies and configured Checkpoint and Cisco firewall PIX.
  • Setup and configured WAN and LAN and desktop networks.
  • Configured frame - relay and lease lines to MPLS Using AT&T
  • Logged Help Desk Calls on as needed basics

Confidential, Deerfield, IL

Voice Data System Engineer

Responsibilities:

  • Managed and oversaw customer base fortune 500 and 1000 Wan/LAN networks.
  • Installed Windows NT 4.0, Windows 2000/ 2003 server operating systems.
  • Setup Microsoft Exchange servers and desktops for connectivity to the network.
  • Researched new technology needs for customer s 1000 clients.
  • Implemented and supervised rollout of new software, hardware, and other technology items.
  • Supervised Cisco voice data project for Caterpillar Corporation.
  • Configured and setup security infrastructure for fortune 500 companies for Internet usage.
  • Configured frame - relay and lease lines to MPLS.

Confidential, Chicago, IL

Senior data System Engineer

Responsibilities:

  • Implemented and supervised data migration project from Novell 3.2 to Windows NT 4.0 for 60 Confidential locations nationwide.
  • Assisted in - house employees with network related problems.
  • Supervised trouble-call tickets.
  • Implemented rollout of migration projects for corporate headquarters in Connecticut.
  • Worked with the CIO with planning for new technology strategies for Internet security infrastructure.

Confidential, Chicago, IL

Supervisor for Field Technician

Responsibilities:

  • Tracked service calls and insured that customer s systems were functioning correctly.
  • Instructed service technicians in resolving difficult technical issues with customers.
  • Assisted high profile customers work - through various issues.

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