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Global Voice Engineer Resume

SUMMARY:

  • Cisco Telephony Engineer
  • CUCM, Unity, Presence, Webex, UCCE, ICM Script, CCMP, Calabrio
  • 10+ years experience supporting users desk side and remote
  • CompTIA A+ Certified
  • CompTIA Network+ Certified
  • Trouble - Shooting and Configuration of Cisco VoIP equipment
  • Smartphone troubleshooting and configuration
  • Typing: 60+ WPM
  • Microsoft Windows 7
  • Microsoft Office 2010

SKILLS:

  • Active Directory
  • Adobe Acrobat
  • Adobe Photoshop
  • Adobe Audition
  • Adobe Flash
  • Avaya Administration
  • Avaya CMS
  • Blackberry Support
  • Calabrio
  • Cisco AnyConnect
  • Cisco Communicator
  • Cisco Jabber
  • Cisco Unified Contact Center Enterprise (UCCE)
  • Cisco Unified Contact Center Management Portal (CCMP) Configuration Manager
  • Cisco ICM Script
  • Cisco Call Manager
  • Cisco Unity Connection
  • Cisco Meeting Place
  • Cisco IP Phones
  • Cisco IP Softphone
  • Cisco RTMT
  • Cisco Webex
  • Cisco TAC
  • Cisco Routers
  • Cisco Prime Assurance
  • Citrix
  • Support Documentation Endpoint Encryption
  • FrontPage
  • MS Office 2010
  • MS Project, Visio
  • Microsoft Exchange
  • McAfee Antivirus
  • Norton Internet Security
  • Symantec Antivirus
  • TrendMicro
  • Confidential AS/400
  • Confidential PCs, DELL PCs
  • UNIX
  • VAX/VMS
  • ORACLE VirtualBox
  • VM Ware
  • Real VNC
  • LDAP
  • Bomgar
  • Rescue LogMeIn123
  • Remote Assistance
  • VPN
  • Email Encryption
  • Wireless configuration
  • Router Configuration
  • Windows 7, Vista, XP

EXPERIENCE:

Global Voice Engineer

Confidential, Irving, Texas

Responsibilities:

  • Provide professional Telephony support for Confidential global voice operations
  • Multi Telephony clusters support in a global environment
  • Troubleshooting CUCM, Gateways, Unity, Presence servers
  • Pulling trace logs to identify problems with telephony equipment and call routing
  • Troubleshooting call recording application issues
  • CUCM administration/Bulk changes phones/devices upgrades
  • Cisco AnyConnect Configurations, Cisco Communicator Configurations
  • Configure IP Phones, Modify, Add, Change, Delete Cisco IP phones.
  • Configure soft phone on PC and mobile devices.
  • CUCM Extension Mobility, remote destination profiles.
  • Cisco voice gateway, routers.
  • Create end users in Cisco Unified Call Manager, Unity
  • Integrate users with Cisco Unified Presence
  • Resolve and create tickets via phone and email.
  • Configure call flows for Cisco
  • Troubleshoot call flows.
  • On-call remote support

Technology Architect

Confidential, Plano, Texas

Responsibilities:

  • Provide professional Telephony support for call routing.
  • Cisco ICM scripting for call-routing
  • NICE Recording Solution migration to VPI.
  • Project Management for migration and upgrades
  • Design and implement call recording solution
  • CUCM administration/Bulk changes phones/devices upgrades
  • Avaya CMS for agent skilling
  • Avaya ASA configurations.
  • Configure call flows for Avaya and Cisco
  • Configure skill groups, vectors, VDNs in Avaya ASA
  • Configure plans in AT&T Route It
  • Disaster recovery route plans and strategy
  • Troubleshoot call flows.
  • Gather information from legacy phone system to prepare for migration
  • Generate reports in Avaya CMS
  • Call tracing in Cisco ICM
  • SQL database queries for call statistics
  • On-call remote support

Telecom Engineer

Confidential, Houston, Texas

Responsibilities:

  • Provide professional Telephony support for end users.
  • Cisco Unified Call Manager, Cisco Unity Voicemail, Cisco Meeting Place, Cisco Jabber
  • Cisco Webex, ICM Script, Cisco Contact Center Enterprise, Calabrio
  • Cisco AnyConnect Configurations, Cisco Communicator Configurations
  • Configure IP Phones, Modify, Add, Change, Delete Cisco IP phones.
  • Configure soft phone on PC and mobile devices.
  • CUCM Extension Mobility, remote destination profiles.
  • Upgrade CUCM, device packs, firmware and software
  • Monitor gateways, routers and servers part of CUCM Cluster
  • Configure alerts that monitor servers, gateways, and port utilization
  • Create, modify ICM Scripts, create agents/supervisors for CTIOS
  • Avaya Migration to Cisco
  • Cisco CUCM upgrade to 10.5
  • Calabrio configurations for users and administrators.
  • Cisco voice gateway, routers.
  • Create end users in Cisco Unified Call Manager, Unity, Meeting Place, Webex
  • Integrate users with Cisco Unified Presence
  • Resolve and create tickets via phone and email.
  • Purchasing equipment from vendors, communicating with vendors via email and phone
  • Route all issues to appropriate specialists and identify issues with hardware and software.
  • Maintain database of inventory of equipment and site data for all locations.
  • Support for Air Card configurations and installations
  • Blackberry Enterprise support, activate, modify and suspend services.
  • Blackberry firmware updates and factory re-imaging of devices
  • Provide documented instructions for Tier I and Tier II to resolve before escalating.
  • Work with Cisco TAC to resolve Priority 1 issues.

Helpdesk desktop support

Confidential, Houston, Texas

Responsibilities:

  • Provide professional helpdesk and desktop support.
  • Resolve and create tickets via phone and email.
  • Communicating with vendors via email and phone
  • Migrate machines from XP to Windows 7.
  • Image/re-image machines with latest software.
  • Work with Active Directory, Microsoft Exchange, Office 2010, Project, Visio, Adobe Acrobat, Facets, Macess, Cisco AnyConnect, Cisco VPN, Cisco Communicator, SQL.
  • Route all issues to appropriate specialists and identify issues with hardware and software.
  • Virus and spyware removal.
  • Maintain database for inventory of equipment.
  • Server room maintenance of switches and patch panel connections.
  • Support for Ricoh and Confidential printers.
  • Resolve Hardware issues with Dell laptops and desktops.
  • Wireless network support.
  • Support for Air Card configurations and installations
  • Windows XP and Windows 7 support.
  • Citrix support for end users.

Helpdesk support Supervisor

Confidential, Houston, Texas

Responsibilities:

  • Handle all helpdesk Tier I escalated issues along with service issues in Call Center.
  • Create and resolve tickets via phone and email requests.
  • Train Tier I personnel.
  • Monitor Tier I phone calls via Calabrio/IPCC Supervisor Desktop
  • Evaluate performance of the Tier I employees
  • Create call statistics reports in excel, using pivot tables and charts.
  • Update IVR of system outages.
  • Improve call statistics by implementing new strategies to Tier I.
  • Maintain Knowledge base by updating and creating documentation.
  • Provide professional helpdesk support for 38,000 users.
  • ActiveSync configurations.
  • Trouble shoot systems via remote and over the phone walk thru.
  • Work with Microsoft Exchange, Novell, MaxWare, LDAP, AD, SAP, People Soft, Service Now, Vantive, S3, VPN, Basware, FileMaker Pro, Checkpoint, Endpoint Encryption, Bomgar. Email encryption and configuration. Smartcard installation.
  • Route all issues to appropriate specialists and identify issues with hardware and software. Virus and spyware removal.
  • Update database of new users and grant or reset access to certain web sites and directories.
  • Avaya Administration
  • IP Soft Phone Configuration
  • Oracle Virtual Box (VM ware)
  • VPN Installation and configuration
  • Perform low level system administration duties.
  • Supported Confidential printers along with Lanier.
  • Provided support for MS Sharepoint,
  • Office 2010 and Migrations from XP to Windows 7.
  • Imaging machines.
  • Smartphone configurations
  • Wireless network support.
  • Microsoft Office 2010
  • Microsoft Windows 7 and XP

Computer Technician

Confidential, Houston, Texas

Responsibilities:

  • Provide professional Client-site desktop support.
  • Install all hardware and software. Troubleshoot hardware and software.
  • Spyware and virus removal.
  • Install and configure wireless and wired networks.
  • Working with Microsoft Exchange, SAP, AD, Citrix, Novell
  • Remote assistance
  • Wireless network support.
  • Microsoft Office and Windows XP/98/95

Computer Technician

Confidential, Houston, Texas

Responsibilities:

  • Contract technician
  • Installing networks for banks and stores along with workstations and servers
  • Confidential POS
  • Network installations involving patch panels, hubs, switches and routers.
  • Configurations of workstations, servers and routers.
  • Trouble shooting network connections and testing configurations.
  • Platforms included Netware, Microsoft Windows 98 and OS2.

Computer Technician

Confidential, Houston, Texas

Responsibilities:

  • Contract technician installing Confidential Laser Jet printers for small businesses.
  • Installing software and trouble shooting the software along with hardware.
  • Also installing network printers on most windows platform.

Computer Technician & Consultant

Confidential, Houston, Texas

Responsibilities:

  • Installing everything from computers to networks from the ground up.
  • Consulting with clients to meet with their system needs.
  • Upgrading all components of computer hard ware.
  • Installing all kinds of software.
  • Trouble shooting hard ware, software and network connection along with internet protocols.

CAD Technician & CNC Programmer

Confidential, Houston, Texas

Responsibilities:

  • Create 3D drawings of physical objects to exact specification.
  • Use the computer aided drafting model to compile a program for CNC industrial machine
  • Upload drawn object from the computer to CNC Mill and Lathe machines

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