SUMMARY

IT professional with over 10 years’ experience in network/telephony solutions, including designing, implementing and troubleshooting. Focuses on delivery and implementation on scalable and highly available enterprise networks that deals with routing, switching and VOIP solutions.

TECHNICAL SKILLS

Cisco Routers/Switches: Cisco IOS, Routers (3900, 2900, 1900, 800), Cisco Catalyst (6500, 5500, 4900, 4500, 3000, 3100)

Wireless/VoIP Technologies: 802.11 a/b/g/n, WLAN, WAP, SSID, Cisco ACS, VoIP, QoS, PoE, CUE, MAC Address Filtering, SIP, RTP, CUCM, UCCE, CUIC and Unity Connection. Cisco Gateways Polycom 335 IP phones, Voice Gateway (224’s,350’s) PSTN SIP, PRI ISDN, Analog, T1/E1

Monitoring Tools/Apps: Wireshark, Remedy, Openview, Cacti, Nagios, VMware, SolarWinds, F5, Cisco Works, LogicMonitor, Cisco Security Manager Suite.

Enterprise Technologies: Windows 7/Windows 10, Active Directory, DNS, WINS, LDAP, SQL, Microsoft Office Suite, Scanners, Desktop and Networked Printers, MAC, Netcool, LogMeIn Central, SCCM.

PROFESSIONAL EXPERIENCE

Confidential, Washington, D.C.

VOIP Engineer (VE)

Responsibilities:

• Member of the IT Division, team of 7 VOIP engineers responsible for the telecom infrastructure involving Enterprise Voice, Contact Center (agents and supervisors), implementing and deploying business continuity agent phones and desktop equipment throughout DC and VA Carefirst teleworkers.
• Technical responsibilities include but is not limited to, building Enterprise Voice user profiles configuring in O365 Admin Console, Exchange and Lync 2013 servers.
• Reimage Lenovo and HP laptops and desktops to current Carefirst standards.
• Troubleshoot Skype for Business application audio error messages, program available non - DID’s and DID’s from MasterLRT database.
• Program mailstops in PowerShell Management console Exchange server.
• Assigned Real Estate project moves relating to VOIP and desktop functions.
• Takes ownership for the team's assigned projects such as Windows 10 Migrations, Power Shutdown maintenance. Assist in Windows 10 project, Windows Hello MFA remediation.
• Provides IT/VOIP support for more than 50 departments both CareFirst and FEPOC groups relating to IP phone endpoints as well as over 100 call center agents using Genesys Contact Center platform.

Confidential, Boston, MA

Voice Communications Engineer (VCE)

Responsibilities:

• Member of a team of 5 engineers responsible for the developing, implementing and supporting VOIP solutions for a large healthcare enterprise.
• Involved in the development, implementation, and provision of technical services and operations to support the voice and data network needs of the overall Confidential such as upgrades, migrations and deployments.
• Technical responsibilities included, but were not limited to, administration, troubleshooting, supporting on Unity Connection 10.5.x, Cisco Unified Communication Manager 10.5.x, Unified Contact Center Enterprise, Cisco Emergency Responder, Cisco Unified Intelligence Center 10.5.x, VOIP applications such as Cisco Jabber, IP communicator, Cisco Agent Desktop and Skype for Business 2016.
• Provided support such as system level changes and maintenance as well as primary contact for coordinating moves, adds, changes and deletes.

Confidential, Charlotte, NC

Network Administrator

Responsibilities:

• Member of a team of 8 administrators who were responsible for the developing, implementing and supporting LAN/WAN solutions for large corporate and enterprise clients of Confidential .
• Technical responsibilities included, but were not limited to, the installation, configuration, administration, and troubleshooting of various enterprises LAN/WAN technologies, hardware/software, 2nd/3rd level training and support.
• Escalation support activities included 2nd/3rd level support for various LAN/WAN issues for edge routers and customer premise equipment across the U.S and UK locations to investigate, troubleshoot, reconfigure and resolve to resolve issue in a timely manner and as needed technical support and training of new technical professionals and end-users.

Confidential, Charlotte, NC

Network Operations Support

Responsibilities:

• Member of a team of 10 NOC technicians responsible for the day-to-day administration and supporting LAN/WAN solutions for large corporate and enterprise clients in a network operation center.
• Technical responsibilities included installing, configuring, managing, and troubleshooting various enterprise LAN/WAN technologies as well as onsite support as needed.
• Professional responsibilities included administration, documentation, add moves/changes, time/task coordination, as well as following policies and procedures.

Confidential, Winston-Salem, NC

Helpdesk Associate

Responsibilities:

• Member of a team of 3 IT students who were responsible for end user support, administration and maintenance of campus wide facilities.
• Technical responsibilities included administration, support, and maintenance of various technologies, as well as, hardware break fix and software conflicts.
• Professional responsibilities includes but is not limited to inventory, following corporate policies/procedures and the training of new hires.