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